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FAQ's

 

General Questions

How do I contact you?
Where are you located?
What forms of payment do you accept? 
Why do I need to pay sales tax?
Do you offer gift cards?
How do I check the fit of an item?
Do all items come with original packaging and paperwork?

 

Consignment

Item Eligibility

What items do you take?
What sizes do you accept?
Is it too out of season?
What happens to items you do not accept?

 Pricing Your Items

How do you set the items' prices?
How long will it take to process my items?
Can I modify my listing?
Why didn't you accept my items?
Can I get my accepted items back?

Selling Your Items

What happens when my item sells?
Why did my item sell for less than the original listed selling price?
Are there fees for selling my item?
How do I get paid?
What happens if my accepted items do not sell?

Shipping

Shipping Deadlines for Christmas 2016

I just bought an item, what's next? 
Do you ship to...?
How much do I pay for shipping?
Can I upgrade my shipping?
How do I track my order?
How long does it take to receive my item?

What should I do once I receive my order?
What happens if I don't receive my item?

 

Returns

What is your return policy?
How long does it take to receive a refund?

 Security

How can I trust Mulberry Muse?
How do I know my item is not counterfeit?

  

Promotional Discounts

How do I use my discount code?
Are any items excluded from promotions and discounts?

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

How do I contact you?

You can elect to use the Contact Us link to send an inquiry, email us at info@mulberrymuse.com, or chat with an agent during business hours!

Where are you located?

We are headquartered in Houston, TX. 

What forms of payment do you accept? 

We accept MasterCard, Visa, American Express, and Paypal

Why do I need to pay sales tax? 

Mulberry Muse is required by law to collect sales tax on orders shipped to Texas.

Do you offer gift cards?

Yes! We offer gift cards in any amount over $50. You can also choose to "gift" any item on the site with our Send as a Gift Feature!

How do I check the fit of an item?

Since we work with so many designers and brands and there is no sizing standard in the industry, we try to state the measurements of each item in its listing. If you don't see these measurements and would like more clarification on the garment, please contact us.

Do all items come with original packaging and paperwork?

When possible, items will be sent with the original boxes, certificates, or tags. On occasion we may sell new items that have lost their tags or do not remain in the original packaging. 

 

Item Eligibility

What items do you take?
You may sell any type of fashion item as long as it is new or very gently used and still has love to give.
It doesn't fit anymore, you never got around to wearing it, or your tastes have simply changed- sell the items on Mulberry Muse to fund your next purchase!
Just think, "Would I give this to a friend?". If your answer is yes, we'll take it!
Below are a few more guidelines we look at when evaluating an item's eligibility. 

What sizes do you accept?
We accept items sized from 0-18 and XS-2XL. 
For women's shoes we accept sizes 4.5-13

Is it too out of season? 
To offer our clients the most stylish and on-trend pieces, items should have been manufactured within the last 1-4 years. There are some exceptions for items deemed classic and for iconic items from designers such as Chanel, Louis Vuitton, Hermes, etc. If in doubt, please contact us!

What happens to items that you do not accept?
If your item(s) are not accepted you will be notified directly by our team and can choose one of the following options:
    • Donate to a Charity! We can donate your items to a local charity and you will receive a tax write off.
    • If you would like your items back, we will ship your items back to you for a shipping fee of $15.
                NOTE: We must receive instruction within 7 days of receiving the notification of the unaccepted                   items.

 

 

Pricing Your Items

How do you set the items' prices?

The expert merchandising and style team at Mulberry Muse prices your item(s) based on several factors:

      • Quality and condition of the item 
      • Brand and style 
      • Original selling price compared to the current selling price of similar items 
      • Appeal Factor of the item

Mulberry Muse strives to get you the highest return on your item.

How long will it take to process my items?

We strive to process your items and get you an offer as quickly as possible. Typically it will take 24-48 hours form receiving the item to process and price it. After an item has been processed, it will be listed within 2-3 weeks. If an item is season, we will wait to list the item as to ensure optimal viewing and a fast purchase. 

Can I modify my listing?

We want your time with us to be fun, easy, and hassle free so when your item is accepted, we do everything for you. We photograph, measure, price, and list the item so you don't have to worry about it. To keep our process as stress free as possible, we don't allow changes to be made to a listing once it goes live. 

Why didn't you accept my items?

Your items may not have been accepted because they did not follow our quality standards requirements. They may have shown too much wear, had other damage, did not meet our guidelines, or may not have been current enough.

Can I get my accepted items back?

Once your items are processed and listed, they will remain live on the site for 90 days. After 90 days you may choose to have your items shipped back to you for $15 or elect to have the items donated to charity.

 

Selling Your Items

What happens when my item sells?

You will be notified on the 5th of each month about the status of your listings. If an item has sold, you will be notified and arrangements for payment will be made!

Why did my item sell for less than the original listed selling price?

We try our best to sell your item for the maximum selling priced but there are a variety of factors that would affect the price to drop. Over time the listing price drops to ensure that your item is sold. We also offer promotions that might affect the price of your item. 

 Are there fees for selling my item?

 You will receive 60% of your item's sale price. The remaining 40% covers all processing and listing fees.

How do I get paid?

You will receive payment on the 15th of every month by check for the items that sold the month before. 

What happens if my accepted items do not sell?

Your listing will expire after 90 days. If your item(s) remain unsold, you can choose to do either of the following:

      • Donate your items to a charity. A tax donation receipt will be e-mailed to you.
      • Send payment of $15 to have your items shipped back to you. You may also deduct this $15 from your next payout. 

I just bought an item, what's next? 

Congratulations and thank you! You should receive an Order Confirmation shortly and shipping confirmation with a tracking number within one business day.

Do you ship to...?

Currently, we only ship within the United States and Canada. 

Can I upgrade my shipping?

Yes. You are able to choose your shipping options at checkout.

How do I track my order?

Use the USPS tracking number provided in your shipping confirmation to track your package on their website!

How long does it take to receive my item?

It depends on where you are located but it typically takes 5-7 business days to receive your item.

What should I do once I receive my order?

Enjoy your item! Wear it, tag us in Instagram, and tell your friends about Mulberry Muse! 

What happens if I don't receive my item? 

If your item has not arrived within 10 business days, please email us at support@mulberrymuse.com.

 

What is your return policy?

Please see our Returns page!

How long does it take to receive a refund?

We will notify you as soon as we receive your return. Processing of returns can take up to 5 business days, as well as another 5 business days to post to your credit card. 

How can I trust Mulberry Muse?

Our site is a certified secure site.  (SSL site)

How do I know my item is not counterfeit?

 We have a zero tolerance policy for counterfeit items. Items are authenticated by our expert staff. We will make all efforts to make sure that we are selling only authentic pieces.

 

How do I use my discount code?

During checkout, please enter your promotional code in the promo box and click apply. Your discount will be reflected in your order total.

Are any items excluded from promotions and discounts?

Certain items may be excluded from coupons and discounts.