FAQ
Everything you might want to know before you order. If your question isn't here, email us at hello@mussony.com — we answer every message.
Shipping
Where do you ship from?
Every order is packed and sent from our studio in Poland, European Union.
How long until my order ships?
Orders placed before 12:00 CET on a business day are dispatched the same day. Orders placed later, over a weekend or on a public holiday are dispatched the next business day. Every piece goes through a quality check before it is packed.
What does shipping cost, and how long does it take?
United States — $15 flat rate, free on orders over $100. Delivery 4–6 business days after dispatch.
European Union — EUR 10 flat rate, free on orders over EUR 100. Delivery 2–5 business days after dispatch.
United Kingdom, Switzerland, Norway, Australia and New Zealand — $20 flat rate, free on orders over $100. Delivery 5–8 business days after dispatch.
Delivery times are estimates. They start once your parcel has been dispatched.
How is the free shipping threshold calculated?
On your order subtotal, after any discounts and before taxes. The progress bar on the product page and in your cart shows exactly how much is left.
Can I track my order?
Yes. As soon as your parcel ships you will receive an email with a tracking number.
Which countries do you ship to?
The United States, the European Union, the United Kingdom, Switzerland, Norway, Australia and New Zealand. Use the country selector in the site header to see prices in your own currency.
Duties and taxes
Will I have to pay anything on delivery?
No. All import duties, taxes and customs handling fees are paid by us before your parcel leaves the studio. The total you see at checkout is the total you pay — there is nothing to settle with the courier or with customs when your order arrives.
Returns and exchanges
What is your return policy?
You have 30 days from receiving your order to request a return. Items must be unworn, unwashed, with tags attached and in their original packaging, and you will need your receipt or proof of purchase.
How do I start a return?
Email hello@mussony.com. Once your return is approved we will send you instructions on where to send the parcel. Return shipping is paid by you, except when the item is faulty, damaged or was sent in error — in that case we cover it. Items sent back without requesting a return first cannot be accepted.
How do I exchange a size?
The fastest way is to return the piece you have and place a separate order for the size you want, so the new size is reserved for you straight away.
What cannot be returned?
Gift cards. Items you received free of charge as part of an automatic promotion — for example our Buy 2, Get 1 Free offer — can be returned together with the rest of your order; the promotion is then recalculated and your refund reflects the adjusted total.
When will I get my refund?
We will let you know as soon as your return has arrived and been inspected. If it is approved, the refund goes back to your original payment method within 10 business days. Banks and card issuers can take a little longer to post it. If more than 15 business days have passed since approval, please email us.
My item arrived damaged, or it's the wrong piece.
Please check your order when it arrives and contact us straight away — we will make it right.
I'm in the EU. Do I have a right to cancel?
Yes. For orders shipped within the European Union you may cancel or return within 14 days, for any reason and without giving one, in addition to the rights above. The item still needs to be unworn, unwashed, with tags and in its original packaging.
Sizing and fit
How do I choose my size?
Every product page has a size guide with US, UK and EU equivalents plus garment measurements. Tap Sizeguide next to the size options.
I'm between sizes.
We recommend sizing up for a relaxed fit. If you would like a second opinion, email us your measurements and the piece you have in mind — we will tell you honestly what we would pick.
Fabric and care
What is the lace made of?
Our openwork lace is a lyocell blend — typically 40% lyocell, 40% cotton and 20% nylon, with the exact composition listed on each product page. Lyocell is made from wood cellulose: exceptionally soft against the skin, very light, and it drapes beautifully.
How should I care for it?
Hand wash, or machine wash at 86°F (30°C) on a delicate cycle. Wash with similar colors. Do not bleach. Do not tumble dry — lay flat to dry. Iron on low heat.
Payment
Which payment methods do you accept?
Visa, Mastercard, American Express, Shop Pay, Apple Pay, Google Pay, PayPal and Klarna. On the product page you can also check out in one tap with Shop Pay or, on a supported device, Apple Pay or Google Pay.
Is my payment secure?
Yes. Checkout runs on Shopify's encrypted payment platform, and we never see or store your card details.
Can I pay in my own currency?
Use the country selector in the site header. Prices, the free shipping threshold and checkout will all switch to your local currency.
Orders
Can I change or cancel my order?
Email us as soon as possible. Because orders placed before 12:00 CET go out the same day, the window is short — but if your order has not been packed yet we will do our best to change or cancel it.
I entered the wrong address.
Email us right away and we will correct it if the parcel has not left the studio. We recommend an address where someone can receive the package.
I haven't received my order confirmation.
Check your spam folder first. If it isn't there, email us and we will resend it.
Still need help?
Email hello@mussony.com. We reply on business days, usually within one working day.
