The muk Haircare client services team is available Monday – Friday 9am – 5.30pm for any enquiries regarding products and your order.
All products purchased via the muk Haircare online store are sent via our warehouse facility located in Melbourne, Victoria.
All products will be sent via Australia Post. All orders which are in stock will be dispatched within 2 business days of receiving confirmation of payment. Note, muk Haircare does not have control over, and makes no warranty in relation, to the performance of Australia Post which we use to deliver our goods. Your will receive a tracking number for your order.
What to do when you want to exchange or return a product
1. Contact us
If you would like to return a product which is damaged, faulty or is the incorrect product ordered, please contact our customer service team within 14 days of receiving your delivery.
Please ensure you send through photos of the product and the invoice as well as a detailed description to firstname.lastname@example.org One of our customer service team will reply within 24 – 48 hours.
2. Send your product back
Once you have submitted your enquiry and have been given instructions and/or a return label, please pack your item up carefully with ample packaging in the post pack or box, so there are no damages on return. We are more than happy for you to use the same packaging you received your order in.
If you receive a return label from us, print this out and stick it to the front of your parcel (make sure you take the old one off if using the same box). Then drop it off at Australia Post and ask for a tracking number.
3. Next steps
As soon as we receive the package back, we will contact you to process the return. You can either choose a refund, exchange or credit for a future purchase.
4. Change of mind
If you have changed your mind upon receiving your order, you must contact client services at email@example.com with your request. You must do this within 14 days. The returned product needs to be unopened, unused and in original packaging. If the product is not in this condition, we will not offer a refund. The cost of returning the product will also be at your own cost.
Please note: We ask that you select your products carefully as we are unable to facilitate refunds for change of mind returns that have been used and are not suitable for your hair.
5. Faulty/damaged product
If you have received a faulty and/or damaged product, please send through photos of the product and the invoice as well as a detailed description to firstname.lastname@example.org within 14 days. One of our customer service team will reply within 24 – 48 hours.
6. Returning electrical products
Any muk Haircare electrical tools will only be accepted as a return if the product has not been opened, used and is in original packaging for change of mind.
If it is faulty, please refer to the warranty information contained in your owner’s booklet and contact customer service at email@example.com to resolve your issue.