Terms & Conditions

These terms and conditions govern your use of our website. Please read these terms in full before you use this website. If you do not accept these terms and conditions, please do not use this website. Your continued use of this website confirms your acceptance of these terms.

ALL PRICES ARE IN UK POUNDS STERLING.

Distance Selling Regulations
MUZZ HQ sells merchandise in accordance with the Distance Selling Regulations
You have 14 DAYS to return good from when you receive them as long as they are unused in the original packaging.
You have 14 Days ‘Cooling’ Off period if you no longer want the goods as long as they are returned in the original packaging.

See how to RETURN Goods below

Returns Policy

We offer a 100% guarantee that if you’re in any way dissatisfied with the goods you have ordered, we will exchange them or give you a refund on the original purchase and its postage.
Items must retain their labels, be unworn and unwashed.
Any ‘Bespoke’ items that are made to the customers specifications or personalised are non refundable.

Please email and let us know you are returning an item to:

RETURNS ADDRESS
MUZZ HQ
168 Kentwood Hill
Tilehurst
Reading
Berkshire
RG31 6DL
United Kingdom

Email: [email protected]

Enclose a note with the return, ensuring that the following information is included:
Order number (if known), name, address, contact telephone number or e-mail address, and information on what you require ie replacement or refund.

Please obtain a free Certificate of Posting (available free from the Post Office) for all returns in the event of items being lost in transit. You should keep this Certificate until you have received your refund or replacement.

Please note Paypal payments will go in straight away whereas STRIPE may take a few days to clear in your bank.

If you have requested a refund, or replacements of a lower value, a refund will be credited back to the card used to pay for the original order. We do not need your card details for this.

UK Customers: Please send your return via the Royal Mail unless you have a carrier approved by us – please call us for more information if you cannot use Royal Mail. It is your responsibility to cover return costs and pack the goods to arrive safely.

International customers: Send your return via a prepaid, traceable method, marking your package clearly as Returned Goods to avoid delays at Customs. We do not cover the cost of items being returned to us it is your responsibility to pack them safely and pay for the return postage.

THIS DOES NOT AFFECT YOUR STATUTORY RIGHTS

Order Completion
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Subject to credit clearance and availability of stock we aim to get most orders out within 3-5 days (please remember stock levels can never be 100% accurate all the time) otherwise we will aim to fulfil the order within 30 days as we receive deliveries weekly. We will contact you by email to inform you if there are any unforeseen delays.

Postage

Orders are packed in plain grey postage bags. However, please note that for delivery purposes, our return address will be shown on the back of the parcel but for the purposes of customers privacy and security no MUZZ logo is on the external packaging.

Please contact us by email if your order is urgent for a certain date and we will do our best to help.

Delivery Cost and Times

Standard UK 2nd Class £2.95 Royal Mail Normally 3-5 days after dispatch
UK Recorded Delivery £4.75 Royal Mail Normally 2-3 working days after dispatch
Special Delivery £8.60 Royal Mail Delivered by 1pm day after dispatch
Europe International Tracked/Signed £10.50 Royal Mail Normally 5-7 working days after dispatch
United States International Tracked/Signed £12.95 Royal Mail Normally 7-10 days from dispatch
Rest of World International Tracked/Signed £13.45 Royal Mail Normally 7-10 days from dispatch

*All deliveries will be made according to the carrier’s standard procedures. For standard delivery, a signature should not be required however for recorded packages or ones that do not fit through your letter box when nobody is home, a card will be left with instruction for collection. If not collected after a certain time they will be returned to us and a further postage will have to be applied to resend the parcel.
Please note that where a signature is required, orders cannot be sent to PO box addresses apart from in certain cases where there is someone to sign for the parcel.
Due to the current political climate, as well as COVID 19 additional security checks / delays / precautions are taking place in many countries. This may result in a delay to the delivery of orders to certain countries.

Faulty Goods

If you believe the goods we have supplied to you are faulty please contact us by email immediately as we need to know straight away. When we receive the item back we will investigate the fault and contact you to agree the most appropriate resolution. We will always issue a refund on faulty goods provided they are returned within the above stated times for returns and not due to wear and tear or misuse, HOWEVER THIS DOES NOT AFFECT YOUR STATUTORY RIGHTS

Payment Policy

Payments by Credit and debit card are made using a secure SSL server hosted by STRIPE. We accept most major credit and debit cards including Visa, MasterCard, Delta, Maestro, and Paypal

WE HOLD NO CARD DETAILS these are held by STRIPE who are a major SECURE online Payment Gateway The STRIPE pages you enter your payment details on are secure using SSL/128 bit encryption

MUZZ HQ is PCI/DSS Compliant for online payments.

At MUZZ HQ, your card payment is taken by the bank on the evening of the transaction and is cleared with us usually two to three working days afterwards which is standard procedure.

In the case of Paypal the payment is immediate as MUZZ HQ have no control over how this system takes payment.

You will be advised by e-mail (or telephone if you do not have an e-mail address) if we are unable to complete your order.

We reserve the right to decline any transaction/order without giving any reason.

Privacy Policy
Please see our Privacy Policy under ‘Privacy Policy’
Our e-commerce shop is hosted by Siteground who provide a platform to enable us to sell our products and payments are through STRIPE and PayPal.

If you have any questions about your privacy please email
email: [email protected]