At House of Musk, we take great care to ensure your perfumes are packaged securely and arrive in perfect condition. However, if your order arrives damaged, defective, or incorrect, please follow the process below to help us resolve the issue quickly.

1. Damaged or Incorrect Products

If your perfume bottle or product arrives damaged or is not the item you ordered, it can be exchanged for the same perfume.
Please contact our customer service team within 48 hours of delivery with clear photos of:

  • The damaged product
  • The packaging and shipping label

Our team will review your claim and provide instructions for the exchange or replacement.

2. Inspection on Delivery

If your order requires a signed delivery, please inspect the parcel before signing for it.

  • If you notice visible damage, you should refuse the delivery or write “damaged” on the courier’s delivery note.
  • Signing for a damaged parcel without noting it may void eligibility for a replacement.

This helps us process your claim accurately with our shipping partners.

3. Responsibility After Delivery

Once your order has been delivered and accepted:

  • The products become your responsibility.
  • We cannot accept liability for loss, damage, or destruction after delivery.
  • No compensation will be issued for items damaged due to mishandling or improper storage after receipt.

Additionally, incorrect delivery addresses or unclaimed parcels are the customer’s responsibility.

4. Returns and Exchanges

Products purchased online can only be exchanged through our House of Musk online support channels — not in retail stores — unless specifically approved by our customer care team.
All returns must be pre-approved and sent back in their original packaging with proof of purchase.

5. Non-Refundable Items

Shipping costs and payment processing fees are non-refundable unless the damage or error was caused by House of Musk.

If you believe your item qualifies for exchange or replacement, please contact our support team.

We aim to ensure every customer receives their order in perfect condition and enjoys a luxurious, worry-free experience.