We accept all major credit cards (Visa, Mastercard, AMEX, Maestro), as well as Google Pay and Shop Pay.

Yes — our store uses secure SSL encryption to protect your data and payment information at all times.

Orders can be canceled or modified within3 hoursof purchase. If you’re sure you want to cancel, please email us at contact@muaiessence.com as soon as possible.

Orders are processed within 3 to 5 business days. Custom-made pieces may take longer depending on the design.

Orders are processed within 5–7 business days. Shipping time varies by destination:

• Asia: 5–10 business days
• Europe & US: 7–15 business days
• Rest of the world: 10–20 business days

Yes — you’ll receive a tracking number via email once your order has shipped.

Returns are accepted within 14 calendar days of delivery, without providing any reason — in accordance with EU consumer protection laws. Items must be unworn, unused, and returned in their original condition and packaging.

Please note: Custom-made or made-to-order pieces are exempt from this right, and are non-returnable, as they are crafted exclusively for you.

All orders are shipped from Bali via DHL, a trusted international courier. Deliveries are made directly to the address you provide at checkout.

No. All duties and taxes are covered by MUAI. If you receive a request for payment, please contact us and we will take care of it.

Yes, if your order hasn’t shipped yet. Please contact us as soon as possible at contact@muaiessence.com

If your order arrives with any issue — whether it's damaged, incorrect, or defective — please contact us within 14 days of delivery at contact@muaiessence.com.

Include your order number and clear photos of the item and packaging so we can assist you promptly.

We will gladly arrange a repair, replacement, or full refund, depending on the situation.

If you wish to return an item, please email us at contact@muaiessence.com within 7 days of delivery (or 14 days for EU customers) with your order number and reason for return.

Items must be unworn, unused, and returned in their original condition and packaging. Once your return is approved, we will provide instructions on how to send the item back. Please note that return shipping costs are the responsibility of the customer, unless the item arrived damaged or in error.

Refunds are issued to your original payment method within 14 business days after return approval.

For any questions, order inquiries or custom requests, you can contact us at contact@muaiessence.com. We aim to respond within 1–2 business days.

We don’t have a flagship store, but you can find MUAI in a selection of curated boutiques and concept stores around the world. To discover a location near you, feel free to email us at contact@muaiessence.com.