The short version
When you place an order, we collect the pieces from each brand, bring them to our hub, check them, pack them into one parcel, and hand that parcel to a delivery partner who brings it to you. Your order page shows each of these moments as it happens.Before the order is placed
An order starts in your cart. The cart can hold pieces from any number of brands. When you enter your city, the cart shows your delivery fee and how close you are to free delivery. At checkout you choose how to pay. With cash on delivery, the order is placed straight away and you pay when the parcel arrives. With online payment, the order is placed once the payment goes through. If an online payment doesn’t finish, the order waits as unpaid. You can try the payment again or cancel the order from the order page.The stages of an order
Your order page shows one stage at a time, with a progress bar and the dates we expect it to reach you.
Under the stage, there’s a list of everything that has happened to the order so far, newest first. The page updates by itself, so you don’t need to refresh it.
Orders a brand sends itself
In a few areas, a brand sends its part of the order directly instead of handing it to our rider. That part doesn’t go through our hub. It shows on your order page as its own block, with the brand’s name and a simpler progress line: placed, packed, shipped and delivered. Where the brand gives one, you’ll also see the courier and tracking number. So an order can arrive as more than one parcel. The order page always shows which pieces are coming in which parcel.When things don’t go to plan
Most orders follow the stages above without a problem. These are the other things that can happen, and how they show on the order page. A delivery attempt is missed. The stage stays at On its way, and the list shows “Delivery attempt missed” with the reason, such as the rider not being able to reach you or the address not being found. The delivery partner tries again. If you ask for another day, the list shows that the delivery was moved. A piece can’t be supplied. If a brand can’t hand over a piece, we take it off the order and refund you for it. The rest of the order carries on as normal. A piece fails our check at the hub. We don’t send it. You’re refunded for that piece, and our rider takes it back to the brand. The rest of the order is packed and sent without it. The parcel is refused or can’t be delivered. The stage changes to “Coming back to us”. The parcel returns to our hub, and the pieces go back to their brands. The parcel is lost on the way. The list says it was lost, and you’re refunded in full, including the delivery fee. It says delivered, but nothing arrived. You can tell us from the order page within 3 days of delivery. The list then shows that you reported it, and our team looks into it with the delivery partner.Cancelling
While the brand still has your pieces, you can cancel some or all of them yourself. Pieces that are already on their way can’t be cancelled from the order page, but our support team can still help if the order hasn’t shipped. An unpaid online order can be cancelled as a whole. If every piece is cancelled, the stage shows Cancelled.Refunds
Every refund on an order is listed on the order page: how much, why, and how the money is coming back.- Cash on delivery: the refunded amount comes off what you pay at the door.
- Online payment: we ask where you’d like the money sent, and our team sends it there. You can change those details until the refund has been paid.
What brands and muses see
The same order moves through the brand’s dashboard and, if a muse led to the sale, the muse’s Earnings.- The brand sees the order on its Orders page as soon as it’s placed, prepares its pieces for pickup, and later sees the earnings from the sale in its wallet. Those earnings become available 7 days after delivery.
- The muse, if the shopper bought through their tag or link, sees a pending commission straight away. It becomes ready to withdraw 7 days after delivery. If the piece is cancelled, refunded or returned before then, the commission is removed.