FAQs

WHEN WILL I BE CHARGED?

Your card will be authorised once you have completed the online purchase and a hold will appear on your account, but you will not be charged until you arrive and collect your order.

DO I HAVE TO PAY CUSTOMS OR DUTY CHARGES?

If you're ordering products to be delivered outside of the EU, they may be subject to taxes, fees, levies or other charges due to local laws or customs rules. Whoever your order is addressed to is responsible for all customs laws for the import of the products, and will be required to pay any additional charges for international delivery. These include import duty, formal customs entry, taxes, levies and other charges that apply outside the EU. The person receiving the goods, not the person placing the order, will receive a separate request for payment of these charges. If you're ordering products to be delivered to someone else, make sure that they're aware that they'll need to cover this before you order. Unfortunately we have no control over these charges and cannot predict what they may be, so we can't offer assistance on these processes. We recommend that you check the import charges applicable in any non-EU country before ordering products to be delivered there. You (or the recipient of the products, if different) will be the importer for all international deliveries of the products. Before placing an order, it's your responsibility to check that any products ordered comply with state and federal government import regulations, and that there are no local requirements or restrictions which may affect your goods. If your order gets stuck in customs, the recipient needs to contact their local customs office and pay any additional charges or taxes to release the goods. S9 Muses cannot do this on your behalf.

I'VE FORGOTTEN MY PASSWORD - WHAT SHOULD I DO?

If you are trying to Sign in to your account but have forgotten your password, click on the link on the sign in page that reads "forgotten your password?" and we'll send you an email reminder. (or reset your account).

WHY HASN'T MY ORDER ARRIVED?

If your order has not arrived within the timeframe specified on our  Delivery and returns page, try the following:

  • Sign in to your account to check we have your correct delivery address and contact details
  • If you were out at the time of delivery, our delivery driver will have left a card to tell you where your parcel is i.e. it has been signed for by a neighbour or left in a safe area such as a shed, garage or porch

If you still can't find your parcel, please Get in touch, quoting your order number. We'll reply within 48 hours and will do our best to locate your parcel straightaway.

WHAT WILL HAPPEN If you are not at home when the product is delivered?

If no one is available at your address to take delivery and the products cannot be posted through your letterbox, the delivery company may leave a note informing you how to rearrange delivery or collect the product from your local depot. We are unable to redirect orders once items have been dispatched.

HOW DO I TRACK MY ORDER?

You can track your order using your tracking number and the link on your dispatch confirmation email. Alternatively, you can Sign in to your S9 Muses account to check your order status.

You can also visit the following sites to track your order. Be sure to have your order number ready.

If you're having trouble tracking your order, please Get in touch and we'll be happy to help.

CAN I CANCEL MY ORDER?

You have 14 days after the day you receive the product. Please see our Delivery and returns page for full details.

AM I ABLE TO AMEND MY DELIVERY ADDRESS?

We are unable to change the delivery addresses for parcels once the order has been placed. Please note that any changes you make to your account after placing an order will not take effect immediately and won't apply to orders already placed.

AN ITEM IS MISSING FROM MY ORDER. WHAT SHOULD I DO?

Check your dispatch note first (the form inside your box or bag) to see a list of the exact items that should be in your parcel. If something is listed but not in your parcel, please Get in touch.

HAVE YOU RECEIVED MY RETURNED ITEM(S)?

We'll send you an email to let you know when we've received your item(s). If after 10 business days we haven't been in touch, please do Get in touch.

WHY HAS MY ORDER BEEN CANCELLED?

During busy periods, such as sale, demand may outweigh the amount of stock we have and we may not be able to fulfil your order. If this is the case, we will let you know as soon as possible.

HOW DO I RETURN SOMETHING?

Please see our Delivery and returns page for full details.

WHY SHOULD I SAVE MY PAYMENT DETAILS?

If you save these it will make your checkout process easier for further purchases. Once your payment details are entered, your details will be stored in Your account so they can been automatically entered when you make your next order.

WHY DO I NEED A PASSWORD?

Your password is unique to your email address and ensures that your account details remain secure. You can Sign in to your account information at any time to edit any of your account details.

When you create a password it allows you to access your account information. Your contact, delivery and payment details will be stored within your account and you will not have to re-enter them again when you make your next order. Having a password also means that you can track the status of orders you place, and view the history of items you've bought, too. 

WHY DO I NEED TO SIGN IN?

Not only will this make your checkout process speedier, you'll also benefit from the following:

  • When you Sign in and register with our site for the first time you can create your account page which details your contact, communication, delivery and payment information. Once entered, your details will be securely stored so you don't have to enter them again when you make your next order.
  • If you sign in, you'll also be able to track an order's status, view your order history, or edit your account information at any time.

You'll also be able to easily create, edit and share Wish Lists, too.

WHY DO I NEED TO ENTER MY EMAIL ADDRESS?

We use your email address as our means of identifying you and your S9 Muses online account.

WHICH FORMS OF PAYMENT DO YOU ACCEPT?

We accept the following methods of payment: Visa, MasterCard, American Express, Delta, Solo, Visa, Electron and PayPal

When entering your card details please ensure that you check the following:

  • You have entered the correct card type (e.g. Mastercard, Visa)
  • You have entered your card number correctly (this is the longest number on the card's front)
  • You have used the correct cardholder's name
  • You have entered the start and expiry dates correctly

If you experience problems with entering your payment details please Get in touch.

SWITCH CARDS

When using Switch please enter the long number (displayed in the centre of the card, not the smaller account number at the base of the card.)

ISSUE NUMBERS

An issue number is only required for a Switch card. If your Switch card has no issue number, like some Royal Bank of Scotland cards, then leave this field blank.

WHAT IS A SECURITY CODE?

The security code (or CVV2 number) on your credit/debit card is a security measure we require for all transactions. Since a CVV2 number is listed on your card, but is not stored anywhere else, the only way to know the correct CVV2 number is to physically have possession of the card itself.

HOW TO FIND YOUR CVV2 NUMBER

On the back of your card, where the signature strip is, you'll see some digits. The last three make up your CVV2 number. This CVV2 number is four digits on American Express cards, where it appears on the front of the card at the top right.

If you cannot read your cvv2 number, please contact your card issuer.

HOW DO I USE A PROMOTIONAL CODE?

If you have a promotional code, you can enter this on the order review page which is the final page before you place your order.

Click the "Enter Promotional Code" link on this page, enter the code and then click "submit". Any discount that is applicable will then be applied to your order.

Please check the conditions of your code - if it does not work on your order, it may be because an item in your shopping bag is excluded from a promotion or that the code has expired.

Unless otherwise expressly stated in the terms and conditions for a particular promotional code, promotional codes cannot be combined and cannot be used in conjunction with any other offer/discount.

CAN YOU DELIVER TO AN ADDRESS OTHER THAN MY BILLING ADDRESS?

Your delivery address does not have to match your billing address; you can choose where you'd like to have you order delivered i.e. home, work, or a family member's address.

I'M HAVING TECHNICAL PROBLEMS - WHAT SHOULD I DO?

Get in touch and we'll be glad to help.

IF YOU ARE NOT AT HOME WHEN THE PRODUCT IS DELIVERED?

If no one is available at your address to take delivery and the products cannot be posted through your letterbox, the delivery company may leave a note informing you how to rearrange delivery or collect the product from your local depot. We are unable to redirect orders once items have been dispatched.

If you do not re-arrange delivery?

If after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and clause 9.1 of our Terms and Conditions will apply.

What will happen If you do not allow us access to provide services?

If you do not allow us access to your property to perform the services as arranged (and you do not have a good reason for this) we may charge you additional costs incurred by us as a result. If, despite our reasonable efforts, we are unable to contact you or re-arrange access to your property we may end the contract and clause 9.1 of our Terms and Conditions will apply.

What will happen if you do not give required Information to us?

We may need certain information from you so that we can supply the products to you. We will contact you to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract (and clause 9.1 of our Terms and Conditions will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.