FAQs

We accept all major credit and debit cards, including Visa, Mastercard and American Express, along with Shop Pay, Apple Pay and Google Pay at checkout.

Yes. All payments are processed through Shopify's secure checkout, which is fully encrypted and PCI compliant. We never store your card details.

Shipping costs depend on your destination and are calculated at checkout. Full rates by region are listed on our shipping page.

Yes. UK orders over £150 ship free, and international orders qualify for free shipping over the regional threshold shown at checkout.

Yes, we ship worldwide. Delivery times and courier options vary by destination. See our shipping page for details on your region.

Orders placed before 4pm (BST) Monday to Friday are dispatched the same day from our UK warehouse. US orders follow the same cut-off at 3pm (EST) from our US warehouse. We don't process orders on public holidays.

We pack orders quickly, so please get in touch as soon as possible if you'd like to cancel. If it hasn't been packed or shipped yet, we'll cancel and refund the full amount. Contact us here.

We're not able to guarantee changes once an order has entered dispatch.

Stock is updated regularly with new and returned pieces. Select your size on the product page and sign up to be notified the moment it's back.

If your order hasn't been dispatched yet, get in touch as soon as possible and we'll do our best to update it. Once an order has shipped, we're unable to redirect it.

You can return your order within 14 days of delivery, provided all tags are still attached. Full instructions are on our returns page.

Full exchange information can be found on our returns and exchanges page.

Yes, return postage is at your own cost. If the item is faulty, we'll cover it, subject to our returns policy.

Yes, sale items can be returned if you notify us within 14 days of receiving your order.

Odd Muse London isn't responsible for import duties, taxes, customs fees, brokerage fees or any other charges issued by your local government. These are the responsibility of the recipient and are paid directly to your local authority.

No. Duties and taxes are paid to your local customs authority, not to Odd Muse, so we're unable to refund them on a return or exchange.

This applies even where the rest of your order value is refunded in full.

Each product page includes a size guide link with full measurements. You can also view our full size guide at any time.

Fit can vary slightly by style and fabric. We note any specific fit guidance (such as "true to size" or "size up") directly on each product page.

Yes, our bridal suite offers private appointments for brides, bridesmaids and hen parties. You can book an appointment at one of our stores.

Certain bridal styles offer bespoke options. Reach out to our bridal team to talk through what's possible.

Package protection is an optional add-on at checkout that covers your order against loss, theft or damage in transit. Read more on our package protection page.

If you added package protection at checkout, you can file a claim directly through the link in your shipping confirmation email. If you didn't, please get in touch and we'll look into it.

No, this hasn't changed. We've shipped EU orders on a Delivered Duty Paid basis since early 2025, so duties and import taxes are already accounted for by the time your order ships. What's new is that this is now reflected in the price you see from the start, rather than added as a separate line once you reach checkout.

Some prices now reflect duties that were previously shown as a separate line at checkout. You'll simply see it as one price on the product page, rather than an extra line added once you get to checkout.

Both. The price you see includes all applicable duties and VAT for your country, built in from the start.

We wanted the price you see while browsing to be the price you pay at checkout, with nothing added along the way.

€15 per order, down from €20.

Your parcel goes through the standard customs process either way. We've shipped EU orders on a Delivered Duty Paid basis since early 2025, so if you've ordered from us since then, duties have already been accounted for and nothing is collected from you on arrival, that part isn't new. If you last ordered before early 2025, you may remember paying duties or taxes when your parcel arrived; that's not how it works anymore.

Yes, this applies to all EU destinations we ship to.

No, this update is specific to EU orders. Pricing and shipping for other regions are unchanged.

No. Orders placed before 21/09/2026 remain subject to the pricing and delivery terms at the time of purchase. This update applies to orders placed from 21/09/2026 onwards.

No. Orders placed before 21/09/2026 followed the delivery terms at the time, so we're unable to refund retroactively. This applies from 21/09/2026 onwards.

Yes. Because duties are now included in the item price rather than charged separately, a refund for a returned item includes that amount automatically, just like the rest of the price.