CUSTOMER CARE
It is important to us that you feel good every step of your shopping experience. That is why, when you order your bag from our website- you receive it, in its beautifully designed package. When you open your package you find the MUCA postcard hanging on your bag, where we express our good wishes. If your order is a gift, you can write the name of the people you are buying the gift for in the “who are you buying this item for ?” section on your cart, and we will make sure they receive your good wishes.
We want to provide our customers with a quality product and service. MUCA bags are warranted for two years from date of purchase against defects in material and workmanship. Machine-washed products are exempt from the two-year warranty.
If we determine that the product has a manufacturing fault, we will repair or replace it free of charge to you. The decision to repair or replace is solely at the discretion of MUCA.
It is our requirement that all warranty claims are accompanied by a proof of purchase/ sales receipt. Where proof of purchase is not provided, MUCA reserves the right to charge a service fee and/or charge for parts replaced/repaired. A return freight charge may apply.
Returns/Exchanges
If you are not happy with your purchase, you are welcome to return it or ask for a refund within 7 days.
To return your purchase or ask for a refund, please send us an email (info@mucashop.com) with a short description of why the product will be returned and ask for an “approval of return” email. Unfortunately, without this email we can not process your request. For the return process to begin, you need to send us the product with the receipt.
The product must be returned in its original packaging and receipt. If it is understood that the product is in no condition to be sold again, therefore is used, not re-saleable or in perfect condition, then there will be no return or refund.
Shipping fees for exchanges and returns are not free of charge. If you want to exchange your purchase with another product after it's been shipped to you, the shipping fees, to send it back and forth, belong to you.
Delivery
MUCA brand was born in Istanbul and we ship from here. Your orders are delivered to the shipping company within 3-4 business days. (except national holidays) You receive a shipment confirmation e-mail with your package's delivery/tracking information after we deliver your package to the shipping company. Orders given on Friday afternoon and the weekend are processed on Monday. Cities that are located as far as 600km receive shipments in 48 hours.
International shipping fees are decided by the weight of the product and country so you can learn your total shipping fee after you click on the ‘check out’ button, as you review your order. We are not responsible for any duty/import/taxes/customs/etc. charges you may incur. Thanks in advance for your understanding.
