Questions and Answers

 

 

 

Work hours:
M–F  10am– 5pm EST

E-mail us:
contact@perlamuse.com

Ask us a question. If you have one!

We will process your payment in your local currency. There are however some limitations and special cases in which we will have to charge your card in USD. In those cases, the conversion is handled by your financial institution.

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Credit Cards 

  • We accept Visa, Mastercard, Discover, American Express, Maestro and CB Bank. Note, cards issued that do not carry one of these logos will not be accepted, therefore we recommend using PayPal as an alternative.

 

Paypal 

  • Use any form of payment method in your PayPal account in your country. Once you have added a payment method, you can use our one-click PayPal express feature for a fast checkout.

 

Order Verification

All orders may be subject to order verification. This is to ensure the protection of our customers, we want to ensure that every order that ships was authorized by the cardholder. If we put your order on hold we will reach out immediately to ensure there are minimal delays in processing time.

Once an order has been placed, we’re unable to make any changes. You can request to cancel your order so you can place a new order with any changes you need. To request to cancel your order, please contact us at contact@perlamuse.com as soon as possible and be sure to include your order number in this request. We’ll do the best we can to help you cancel before it ships, however we do process orders fast, and once your order ships we cannot cancel it at that time.

We hope this doesn’t happen to you, but if it does (our apologies in advance) contact us right away at contact@perlamuse.com and we will get it taken care of for you!

If your package gets lost in transit, please send us an email right away at contact@perlamuse.com. We will file a claim and do what we can to take care of it as quickly as possible.

*Please note: If a package has been delivered to the correct shipping address that was provided at checkout, we cannot be held responsible for those lost or stolen packages.

You have 14 calendar days from the day you receive your order to postmark your item(s) for return. Your refund will be credited to the same form of payment used to make the purchase.

We accept returns on item(s) in new condition with original tags attached, unworn, unwashed and free of any alterations for a full refund (minus shipping costs). All item(s) being returned must also be accompanied by the original packaging, i.e. Skivvies bags and poly bags.

Any item(s) marked final sale are not eligible for refunds, store credit or exchange.

Any returns postmarked more than 14 days from the delivery date are ineligible for return and will be automatically shipped back to the customer upon receipt at our warehouse.

We do not offer direct exchanges. If you would like to exchange something for a different size or color, please return the original item(s) for a full refund and place a new order.

Once we receive your return, please allow 3-5 business days for your return to be fully processed. Once your return has been processed, please allow an additional 5-10 days for your bank to post the refund to your account. We can only issue credits back to the original form of payment. Once the return has been processed we will send you an email so you know it’s on its way.

For all U.S. orders, we include a pre-paid USPS shipping label to make it easy! If you choose to use this shipping label, we will deduct $5.99 from your refund amount. If you did not receive a label or you misplaced it please contact us at contact@perlamuse.com and we will email you a new one. All shipping paid is non-refundable.

*Please note: during sitewide promotional sales (ex: The Anniversary Sale) we do not provide pre-paid return shipping labels.

How to send back:

  1. Add all unwanted item(s) to box.
  2. Stick the pre-paid shipping label on box OR your preferred shipping label.
  3. Fill out return form (the more specific you are on the reason for return the better! We take your comments into account and it helps us improve).
  4. Include a packing list so we can ensure fastest processing time possible.
  5. Take your return to the closest USPS location or schedule a pickup.

*Please note: we recommend writing down your return tracking number so you can track the status of the return yourself.

We currently do not offer pre-paid shipping labels for orders placed outside of the U.S., you will be responsible for any return shipping fees. Please choose the shipping carrier of your choice. All duties, taxes and shipping paid is non-refundable. However, you may be able to recover these by contacting your local customs bureau directly.

How to send back:

  1. Add all unwanted item(s) to box.
  2. Stick the shipping label on box.
  3. Fill out return form (the more specific you are on the reason for return the better! We take your comments into account and it helps us improve).
  4. Include a packing list so we can ensure fastest processing time possible.
  5. Send us the return package using the carrier of your choice. Please declare it as “9801 US GOODS RETURNING” on your commercial invoice.

Please send your return to:

Returns Dept.
321 S 13th Street, Unit 3F
Philadelphia, PA 19107

*Please note: we recommend writing down your return tracking number so you can track the status of the return yourself.

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Unfortunately, we do not offer price adjustments for items that have been marked down. We apologize for this inconvenience!