Shipping policy

SHIPMENT.

About product shipment

The shipments are generally processed with “DHL Go Green Climate Neutral”, an environmentally responsible shipping option aimed at fighting climate change by offsetting emissions from the transportation of your shipments. You can find more information clicking: https://www.dhl.com/content/dam/downloads/g0/express/services/gogreen/gogreen_service_sheet_en.pdf.

In rare occasions, other courier services may be used depending on the circumstances.  

If your order has several products from several brands, you will receive more than one package.

Shipping fees

ITALY

  • FREE SHIPPING for orders above €200.
  • For orders under €200 will be charged a €4,90 shipping fee.

 

EUROPE

  • FREE SHIPPING for orders above €200.
  • For orders under €200 will be charged a €7,90 shipping fee.

 

USA & CANADA

  • For all orders will be charged a €25,00 shipping fee.

 

REST OF THE WORLD

  • For all orders will be charged a €35,00 shipping fee.

 

    In rare occasions, different fees may be applied depending on each brand policy.

    Any customs or import duties are charged once the parcel reaches the destination country. These charges must be paid by the recipient of the parcel.

    Delivery times

    The delivery times for domestic shipments and other countries belonging to the EU vary between 1-3 working days.

    Made to Order items are manufactured “on demand”, so they take longer time to dispatch.
    The production leadtime is stated on the relevant product pages.

    Orders are delivered exclusively on working days during office hours from Monday to Friday, except for national and local holidays. The delivery times may change from brand to brand.

    Order status and delivery tracking

    You will receive a confirmation e-mail as soon as your order has been shipped. Please allow for up to 24 hours before being able to track your order.

    Cancelling the order before shipping
    We can accept cancellation of your order within 2 hours from the order confirmation.
    In this case, please contact us at hello@musthad.com and we will do our best to support your request.

     

    RETURN POLICY.

    Every product purchased from musthad.com has a 14 days return period starting from the day you receive the product. The product must be unused, re-sellable, with the original tags and in its original package. 

    Returning an item has an environmental impact due to the emissions of CO2 involved in the shipment. Before returning an item, think of someone that would love it. A gift is a conscious solution that can make someone else happy.

    Product return

    To successfully process your return and proceed the reimbursement, send an email to hello@musthad.com and our customer care assistants will gladly assist you in the process of return and reimbursement.
    Please, note, We are a Marketplace, therefore we will ask you to return the parcel directly to the brand.
    You will be asked to share the relevant information about your order and to share the reason for the return.

    You will be responsible for paying for your own shipping costs for returning your item.
    Only in rare occasions the brand will cover the return shipping costs depending on its own return policy.

    You can enjoy free returns with PayPal purchases. If you pay with PAYPAL, they will pay your return postage costs. To activate the service, go to Pay pal and activate "Refunded Returns" service in 1 click (Italy, UK, Germany, Spain, France, Norway, Austria, Netherlands. For other countries, consult directly your Paypal Page).

    If you receive an incorrect or defective item, please inform us immediately. You will then receive a return label to send back the parcel and the return shipping expenses will be covered by our partner brand.

    Gift cards and Made to order products that have been customized are an exception and you cannot return them or get a refund.

     

    REFUND.

    We refund the product's cost to your account after the brand has received the product and checked its quality. We also refund the initial shipping cost in case it was borne by you.

    Please take into account that the process of delivery and validation of your return can take up to 30 days.

    The refund is always made to the same bank account used to make the purchase. The refund cannot be made to any other bank account or via different payment method.