Order Information
Shipping, Exchanges & Returns
Clear terms for every MÜSA order, from dispatch to delivery and any exchange or return request.
From our runway to your doorstep.
We ship across Egypt and want every order to arrive smoothly and fit the way it should. Please review the conditions below before requesting an exchange or return.
Shipping Across Egypt
We deliver to all Egyptian governorates through trusted courier partners, including Bosta, and through private delivery representatives within Cairo. Delivery estimates vary by location, courier workload, public holidays and circumstances outside our direct control. Our team will confirm the order and available delivery details with you.
Size Exchanges
You may request a size exchange within 14 days of receiving the order, subject to stock availability. The item must be unworn, unused, unwashed, unaltered and returned with its original tags and packaging. The customer covers the return and re-delivery charges.
Change-of-Mind Returns
You may request a return within 14 days of delivery. The product must remain in resalable condition with its original tags and packaging, free from wear, washing, alterations, stains, odors or customer-caused damage. The customer covers the original delivery and return costs.
Defective or Incorrect Items
If an item is defective, damaged on arrival, does not match its listed specifications or is different from what you ordered, contact us within 30 days of receipt. Once the issue is confirmed, MÜSA will arrange the eligible exchange or return without additional delivery cost to the customer.
Important conditions
Item condition and inspection
All returned items are inspected before an exchange or refund is approved.
- Items must be unworn, unused, unwashed and unaltered.
- Original tags, accessories and packaging must be included.
- Items showing wear, odor, stains, washing, damage or alterations caused after delivery may be refused and returned to the customer at the customer’s cost.
- Please do not send an item before receiving return instructions from our team.
Swimwear and hygiene-sensitive items
Swimwear can only be considered for return or exchange when it is unworn and all original hygiene protection, seals, tags and packaging remain intact. Items that cannot be restored to their original hygienic condition are not eligible, except where a confirmed defect or order error applies.
Delivery attempts and order details
The customer is responsible for providing an accurate address and reachable phone number. Failed delivery attempts, refused orders after dispatch, address changes or requested re-delivery may result in additional courier charges. Orders may be cancelled without delivery charges only when cancellation is confirmed before dispatch.
Refunds
Eligible refunds are processed after the returned item is received and inspected, within seven days. Refunds are made through the original payment method where available; for cash-on-delivery orders, our team will agree the available refund method with the customer. Courier charges for change-of-mind returns are not refundable.
Custom products and normal variation
Customized or personalized items made to customer specifications cannot be returned when supplied as agreed, except in the case of a confirmed defect. Minor differences caused by screen settings, lighting or normal production tolerance are not automatically manufacturing defects; any material mismatch with the listed product specifications remains covered.
How to request an exchange or return
Contact our team
Send your order number, the requested action and clear photos when reporting a defect or incorrect item.
Receive instructions
Our team will confirm eligibility, delivery costs and the correct return or exchange route.
Inspection and completion
Once received and inspected, we complete the approved exchange or refund according to this policy.
Need help with an order?
Contact us with your order number and our team will guide you. This policy does not limit any mandatory rights available under Egyptian consumer-protection law.