Have a question? Take a look at our FAQs and see if you can find what you need!
How do I contact customer care?
Oh hey! You can contact us through our contact form or alternatively email us at firstname.lastname@example.org You can also contact us through the our LiveChat which is located in the bottom right corner of your screen. Ask us anything! From styling advise to help with sizing; we love to chat to our gorgeous customers!
How long does it take for you to get back to my message?
We'll get back to you within 24 hours.
How do I return an item?
We offer FREE returns for all Australian orders. Please visit our Returns Page for instructions and to download a free return shipping label and returns form.
What is your returns address?
Sundae Muse Returns, 20 Prime Street, Thomastown VIC 3074, Australia
How do I know when you've received my return?
Returns are processed within 5 days of us receiving them back at the Sundae Muse warehouse. You will receive an email with your return information when complete.
How do I use a store credit/gift card/discount code?
During the payment stage at the checkout, fill in the Gift card or discount section by copying and pasting the code attached to the your store credit/gift card. Click apply once entered.
What payment methods do you accept?
Visa, Mastercard, Amex, Paypal, Afterpay for our Australian customers.
What is Afterpay & how does it work?
Afterpay lets you to treat yourself to Sundae Muse goodies instantly! No payment needed upfront and no interest. With Afterpay, you can split your payments up over a four week period. Simply choose the debit card or credit card you want to use and they will schedule your automatic payments for you, its that easy!
Do you ship internationally?
Yes, we ship worldwide! Please see our shipping page for more information. Please note that all customs duties and taxes are the responsibility of the customer.
Will my order arrive in time for an upcoming event/special occasion I have?
Please see our Shipping Information page for detailed shipping times to your location. If you are unsure please contact us at email@example.com and we will be able to assist you with this. Please note we cannot guarantee delivery times due to factors out of our control. For instance, post service not running on schedule or delays through customs.
Where are you located?
Sundae Muse HQ is located in Melbourne, Australia.
Can I change/alter my order?
Once your order has been placed we are unable to make any alterations. However, you are welcome to return your order once you have received it. More information can be found on our returns page
Can I cancel my order?
Unfortunately you cannot cancel your order once it has been paid for and completed. However, you are welcome to return your order once you have received it. More information can be found on our returns page
When will my order be sent out?
We love speedy delivery! We endeavour to get all orders sent out same day (Although we cannot guarantee this) For same day dispatch, please ensure that you make your order before 11am AEST. If your order is urgent please contact customer care at firstname.lastname@example.org
What is your pre-order policy?
Items available for pre-order will be dispatched as soon as we receive the item to our warehouse. We display an expected delivery date on the product's page, but please note this is an estimate and not guaranteed. Unfortunately pre-order items are unable to be refunded due to any delays from suppliers as this is outside of our control. If other items have been ordered with the pre-order item, all items will be shipped together once the pre-order has arrived to our warehouse.
Where is my order?
Once your order has been dispatched, you'll receive a shipping confirmation email that will contain all the info you need to track your order. Please allow 24 hours for your tracking number to work as there can be a delay.
Where can I download a returns form?
Click here to download a copy of our returns form. Please print, fill out your details and include in your return parcel.
Do I need to contact customer service before returning an item?
You do not need to contact us prior to returning your parcel, simply fill out the returns form and send it back to us within the required timeframe.
What is your returns policy?
You can return full priced items for store credit within 30 days of receiving your order. Items purchased from our sale collection are final sale unless deemed faulty.
Will I have to pay for customs and duties?
We ship from Australia, so if you’re an international customer you are responsible for customs and duties within your own country. For further information, we recommend contacting your local customs office. Sundae Muse is legally required to declare the full value paid on shipments and must include an invoice for customs should they require it.
Do you have a store?
We are 100% online and currently have no physical stores.
What is Afterpay?
Afterpay is a third party payment solution which allows you to purchase your items straight away without having to pay a lump sum. No interest, ever - and no additional fees when you pay on time. Automatic payments are taken every two weeks in four equal instalments.
How do I use Afterpay?
Shop sundaemuse.com as usual. At the checkout, select Afterpay as your payment method. If you’re a new customer to Afterpay you will register provide payment details (they accept Visa or Mastercard). If you’ve used Afterpay before, just log in to your Afterpay account and complete your order.
Can I use Afterpay if I'm an international customer?
Afterpay is only available to customers with an Australian billing address. Customers with international billing addresses will not be able to create an Afterpay account.
When will my items be delivered if I use Afterpay?
Like any Sundae Muse order, Afterpay orders are delivered within our standard shipping timeframes. Please refer to our shipping page for more information.