Frequently Asked Questions

CONTACT US

Our dedicated personal shoppers are here to assist you with any questions or styling advice you may need. They are available during regular business hours to help make your shopping experience exceptional.

PAYMENT METHODS

We accept Visa, Mastercard, American Express, Discover, Apple Pay, ShopPay, PayPal, Affirm, and Ornate Muse gift cards.

The CVC/CVV for Mastercard, Visa, and Discover is the 3-digit code located on the back of your card. The CVC/CVV for American Express is the 4-digit code located on the front of your card.

For most payment methods, a pending charge will appear on your credit card statement until your item has shipped, at which point the charge will be finalized. For ShopPay and PayPal, the full charge is captured at the time the order is placed.

INTERNATIONAL PAYMENTS AND DELIVERY

We currently ship to over 100 countries and territories. To see if we deliver to your location and to view available shopping currencies, please click on the flag icon at the top of our website. If you encounter any issues during checkout, our customer service team is ready to help.

SHIPPING

Orders are processed and delivered Monday through Friday, excluding major holidays. Please allow up to 48 hours for your order to be processed. Orders placed before a certain cutoff time may be processed the same day, while those placed after will be processed on the following business day. Unfortunately, we cannot be held responsible for unanticipated delays once the package is in the hands of the carrier.

We do not currently ship to P.O. Boxes. Additionally, to protect our customers from potential shipping errors or fraudulent activity, we do not ship to freight forwarders.

Packages do not typically require a signature for delivery.

RETURN POLICY

You may return your purchase within 14 days of the delivery date for a refund. We are unable to accept merchandise that has been worn, altered, or washed. All tags must be attached for the return to be accepted. Swimwear must have its hygiene liner attached. Ornate Muse reserves the right to deny a refund if the returned merchandise does not meet these policy requirements. Final Sale items cannot be returned or exchanged. For returns from online purchases, please see our full return policy for instructions. Please note that orders purchased with PayPal or Affirm may have specific return instructions and cannot be processed through all return methods.

Sale items are generally eligible for return, with the exception of those marked Final Sale. Sale items discounted 60% or more are considered final sale and are not eligible for return, exchange, or credit.

When an item is marked as “Final Sale” at the time of purchase, it cannot be returned or exchanged for any reason.

Returns are typically processed within 7-10 business days of our warehouse receiving your package. Refunds can only be issued to the original method of payment. Your banking institution may require additional days to post the refund to your account.

If you wish to exchange an item for a different size or color, the quickest method is to place a new order on ornatemuse.com for the desired item and then return your original item following the standard return process.

You will receive an automated email notification once the items you returned have been received and processed by our warehouse.

For questions regarding a refund for an order placed through Affirm, you can find detailed information about your refund status within your Affirm account.

ORDER INFORMATION

To check the status of your order, you can log into your account on ornatemuse.com. From your order history, you can view details, see the current status, and track your package. If you checked out as a guest, you can check your order status by using the order number, the email address associated with the order, and your billing zip code on the order status page.

We offer Route’s Package Protection at checkout. This optional solution helps cover your order in the event it is lost, stolen, or damaged while in transit. We know how frustrating shipping issues can be, so we’ve partnered with Route to offer added peace of mind. You can also use the Route app to visually track all your online orders in one place and easily file a claim if necessary.

SHOPPING ONLINE

Sales tax is applied to orders based on the shipping address. If your order is being shipped to a state that requires sales tax collection, the appropriate tax will be calculated and added during checkout. Tax calculations are based on state and local jurisdiction requirements. It is the purchaser’s responsibility to remit any use tax as required by their local laws.

Not all items available in our retail stores may be shown on ornatemuse.com. If you are searching for a specific piece you saw elsewhere, please reach out to our personal shopping team for assistance.

If you prefer to place an order over the phone, our customer service representatives are happy to assist you during business hours.

Once an order has been successfully placed, we are generally unable to modify or cancel it. Our system begins processing orders immediately to ensure they are shipped as quickly as possible.

To use a promotional code, simply enter the code in the space provided on the Shopping Bag page and click the “Apply” button. Promotional codes can also be applied during the checkout process. The discount will be reflected in your order total.

We offer price adjustments on full-priced items within 7 days of your order being placed, provided the item is still in stock in the same size and color. However, temporary promotions or flash sale pricing cannot be applied to previous purchases. Any item that is price-adjusted will be considered final sale and will not be eligible for a return.

ACCOUNT INFORMATION

Creating an Ornate Muse account allows you to save your shipping and billing information for faster checkout. You can also create and share wishlists, as well as easily track your orders and view your complete order history.

No, you do not need an account to make a purchase. You may choose to check out as a guest.

If you need to update your email address, please create a new account with your desired email address, as this cannot be changed on an existing profile.

If you have forgotten your password, you can request a new one by visiting the “My Account” page and clicking on the “Forgot Password” link.

With an Ornate Muse account, you can create a wishlist to save and share items you are interested in. You can share your list with friends and family via email.

REPAIRS

Ornate Muse is pleased to review items for potential manufacturing issues. We will happily repair damaged merchandise that is the result of a verified manufacturing defect within a reasonable period from the date of purchase. We are unable to cover repairs that are the result of normal wear and tear over time. If you believe there is a defect in workmanship or materials, please contact us to discuss the issue.

GIFTS

At this time, we do not offer gift messages or gift wrap.

Receipts included in our packages are deliberately formatted without prices, making it easy to ship gifts directly to the recipient. Please ensure you use your own email address during checkout so you receive all order and shipment confirmations (which do contain pricing).

We do accept Ornate Muse gift cards for online purchases. You can check your gift card balance on our website. We also offer the option to purchase E-Gift Cards, which can be printed at home or emailed directly to the recipient.

COMMUNICATION

To sign up for our email newsletter and receive updates on new arrivals, promotions, and style inspiration, please click on the “Sign Up” link typically found at the bottom of our website pages.

To unsubscribe from marketing emails, you can use the unsubscribe link found at the bottom of any marketing email. Please allow a short period for this request to be fully processed.

We also offer the option to sign up for text messages. By signing up, you agree to receive recurring automated promotional and personalized marketing text messages from Ornate Muse. Consent is not a condition of any purchase. You can reply HELP for help or STOP to cancel at any time. Message frequency varies. Message and data rates may apply. Please view our Terms and Privacy policy for more details.

If you signed up for our newsletter via email and have not received your welcome code, please check your spam or junk folders. If you signed up via text and have not received it, please contact our customer service team for further assistance. Please note that welcome codes are valid only for new subscribers, and we reserve the right to reject orders if this discount is being misused.

Welcome codes and other promotions are subject to exclusions. They are typically not valid on e-gift cards or special collaboration collections. Offers are valid at Ornate Muse retail stores and on ornatemuse.com, but may not be valid at outlet locations. Prices may vary between online and in-store. Offers cannot be combined with other promotions, applied to previous purchases, or redeemed for cash. Sale items 60% off and higher are final sale.

SUSTAINABILITY

We are committed to responsible practices. To learn more about our ongoing sustainability efforts and initiatives, please explore the dedicated section on our website. We are happy to state that our styles do not contain PFAS.

PRIVACY PREFERENCE CENTER

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