Customer FAQ's

How do I apply the current promotion to my order?
The process is different for each promotion, depending on the offer. Some promotions require a coupon code, some are applied automatically at checkout, some may require you to select a free gift, etc. Full details and instructions for the current promotion are always outlined at the top of the shopping cart screen.

I recently purchased an item and now it’s on sale. Do you offer price-adjustments?
Each of our promotions are valid for specific time frames only and we are unable to apply promotional prices to orders outside of that time frame.

Can I apply more than one coupon code to my order?
Only one coupon code may be applied per purchase.

Can I apply a coupon code I just received to a previous order?
​Coupon codes must be entered during checkout to apply to an order. Likewise, each of our promotional codes are valid for specific time frames only and we are unable to apply them to orders outside of that time frame.

How do I apply a coupon code to my order?
Coupon codes must be entered into the “discount code” box that appears during the final steps of the checkout process, and must be entered after all items have been added to the cart. Please remember that we cannot retroactively apply coupon codes for you.

I entered a coupon code and it didn't apply, why not?
There are several reasons why a coupon code may not apply.  Possible reasons are: the code was entered before adding all items to the cart first, it is a one time use code that has already been used, the code has expired, an item being purchased is excluded from coupons, there is a minimum purchase amount required that has not been met, additional codes cannot be applied to promotional items, or the code entered is not valid on purchases shipped outside of the U.S.  Please note: unless otherwise stated, shipping discount codes can only be applied to U.S. orders.  If you are trying to enter a code that does not apply and does not fall under one of these exceptions, please email us via our contact page for assistance.

Can I send part of my order to a different address?
We only ship to the shipping address provided at checkout and cannot ship to multiple addresses. Please consider placing multiple orders should you desire your items to ship to various locations.

When can I expect my in-stock items to ship?
Please refer to our shipping policy for details.

What forms of payment do you accept?
We have a number of options available! Please visit our policies page to view a list of them.

Why isn’t my credit card going through?
Please be sure that both the name and the credit card number is entered exactly as written on the credit card. If the issue continues, please consider using a different form of payment, such as PayPal.

Why is my credit card charged before my items ship?
Our software requires that we charge credit cards at point of sale. Please refer to our policies page should you need to request that your order be cancelled.

Help! I ordered the wrong color/quantity/product!
We are happy to help! Simply send us an email via our contact page, and we will certainly do what we can to adjust your order for you. Please know that our goal is to ship orders as quickly as possible. For this reason, it is possible that your order may ship before we are able to adjust it for you. Our Customer Care team will be happy to assist you should this occur.

How do I cancel my order that has not yet shipped?
Cancellation requests may be sent via our contact page, and if your order has not yet begun processing we would be happy to honor your request at that time. Please know, however, that it is our goal to ship your order as quickly as possible, therefore it is possible that your order may begin processing before the cancellation request has been seen by our Customer Care team. Should this occur, Customer Care will be happy to guide you through how to return the items once the order is received.

I received something other than what I ordered, what do I do?
We’re sorry to hear this! Although our fulfillment error rate is far below industry average, mistakes do sometimes happen. Please notify us via our contact page, and we’ll get it sorted out for you!

My item is damaged, what do I do?
Our apologies! Though each product is inspected for quality assurance before shipping, it is possible to receive a damaged item. For this reason it is important to open and inspect your items as soon as you receive them. Please notify us via our contact page within 3 business days of receiving your package if there is anything wrong with your item(s). We cannot replace damaged items outside of this time frame.

Tracking Shows my item has been delivered, but I have not received it. What do I do?
We are sorry to hear this! You will need to contact the appropriate postal service (USPS or UPS) for assistance.  If your order was shipped USPS, you may contact them online through the USPS website, where you can enter your tracking number, select Customer Service FAQ, and complete the online request for the delayed mail report. Her Muse Is LLC is not responsible for mail that is lost by the postal service. Thank you for your understanding.

Where can I find sizing info for a specific product?
To assure the best fit with any of our products, please review the product measurements and sizing tips found on the "Fit and Care" tab on the product's page and then compare your own measurements to those given for the product. 

Why do some products say “Final Sale” after the product name?
All purchases of these items are final, and cannot be returned or exchanged at any time. These items are clearly marked “final sale” in both the product description and the drop-down menu selection used to add the item to the cart. They are also clearly marked next to the item name in the cart, on the order confirmation, and on the packing slip.

Do you have a phone number?
The best way to get in touch with us is through our contact page, as all emails are typically responded to within one business day. Thank you for your understanding.

I sent a message via the contact page, why haven’t I received a reply yet?
There are typically two reasons we've found that customers may not have received our reply. The most common reason is that our email has been automatically filtered to a junk/spam mail folder due to mail settings and filters set up on the email account. Please always be sure to check your junk/spam folder, in addition to your inbox.  The other reason we typically find is that there was a typo in the email address when the contact form was filled out, and our reply was sent back to us as undeliverable. If you are still unable to locate an email reply from us within 2 business days, we ask that you please submit your inquiry again via our contact page.

Do you offer physical gift cards?No, we are an online store and only offer e-gift cards.

When purchasing a gift card, can I order other items on the same order?
To assure that your gift card is processed correctly, we recommend that you sign into your account before purchasing one, and that you order the gift card as a single item in a separate purchase from any other items you wish to purchase. If you do not already have an account, you can register for one by clicking “sign in” at the top of the home page.

Can I have a gift card sent directly to the recipient?
Yes. E-Gift Cards are automatically emailed to the purchaser’s email address, however you can forward it to your gift recipient by pressing the “Send to a Friend” button. This will auto generate an email that goes directly to your recipient.

I ordered an e-gift card, why haven’t I received the email yet?
We have found that sometimes e-gift card emails are automatically filtered to junk/spam folders, so we recommend checking these folders if you have not yet done so.  If you are still unable to locate your email within 2 business days from ordering your e-gift card, please send us an email via our contact page and we would be happy to further assist you.

How can I check the remaining balance on my gift card?
Our system does not currently provide a built-in way for customers to check the balance of a gift card online. However, there is a quick and easy way that you can check it yourself by simply adding some products to your cart until the total in the cart is greater than the original value of the gift card. Then proceed as if you were placing an order (that you will not actually submit) and enter the gift card number on the checkout screen to see how much the gift card deducts from your total. You can then close out of the screen and empty the items from your cart, unless you wish to proceed with placing the order for the items you added to your cart. If for any reason your card balance is unable to be located, please send us an email via our contact page and we would be happy to further assist you.