Shipping and Returns

Shipping

Please provide a safe and responsible shipping address. Mute by JL is not responsible for any missing or lost package caused by wrong/unsafe address provided. 

You'll receive a tracking number once your order leaves our distribution center for use on the USPS/UPS/DHL website.

Deliveries arrive between 9 am and 8 pm Monday to Friday, excluding weekends within 3-5 working days for the US. Please allow 7-21 working days for international delivery.

A signature is not required for delivery as USPS/UPS/DHL may leave your parcel in a safe place.

Returns

All purchases may be returned within a total of 14 days of the package delivery date. The return request must be sent out within 7 days of the package delivery date. Please ship the return item out within the next 7 days after the return request is approved. Refunds will be made in the form of the original payment. Shipping cost is handled by customers.

All on-sale items are final sales. International orders are not refundable or exchangeable. 

To be eligible for a return, your item must be unused and in the same condition in which it was received. Item(s) must be in its original packaging with tags attached. 

Returns that do not meet our policy will not be accepted and will be sent back to the customer.

Gift cards, e-gift certificates, cosmetics, and final sale merchandise may not be returned for a refund, credit, or exchange; unless received damaged, defective, or the wrong item(s) was shipped.

To complete your return, we require a receipt or proof of purchase.

Start your return/exchange here 

 

Refunds

Once your return is received and inspected, we will send you an email notifying you that we have received your returned item and whether the item has been approved for or denied a refund.

If you are approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

Please allow 2-3 weeks from the return shipped date for your account to be credited, and 1-2 billing cycles for the credit to appear on your statement. For returns from International and APO/FPO addresses, please allow 4-6 weeks from the return shipped date for your account to be credited, and 2-3 billing cycles for the credit to appear on your statement.

 

Late or missing refunds

If you haven’t yet received your refund, first double-check your bank account.

Then contact your credit card company as it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund, please contact us at inquiries@mutebyjl.com.

 

Sale items

Only regular priced items may be refunded. All sale items are final sale and are not eligible for a refund.

 

Exchanges

We only replace items if they are defective or damaged. Items can only be exchanged for the same item.

To request an exchange, please email us at inquiries@mutebyjl.com and ship your item to: 

Attn: Returns
Mute by JL 

219 Mott St Frnt 1, New York NY10012
 

Gifts

If the item was marked as a gift when purchased and was shipped directly to you, you will receive a gift credit for the value of your return. Once the return is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or if the item was not shipped directly to you by the purchaser, we will issue a refund to the purchaser and notify them of the return.

 

Return Shipping

Please ship returns to the address below:

Attn: Returns
Mute by JL 

219 Mott St Frnt 1, New York NY10012

 

You will be responsible for any shipping costs pertaining to your return. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

If you are shipping an item over $75, please consider using a trackable shipping service or purchasing shipping insurance. Otherwise, we cannot guarantee that we will receive your returned item.

 

International Shipping and Duty

International orders are not refundable or exchangeable. 

For deliveries outside the U.S, we operate on a DDU (Delivered Duty Unpaid) basis. This means that any outstanding import duties, clearance fees, brokerage fees or any other additional charges are the responsibility of our customer and have to be paid on delivery of your order.
These charges are set by the customs authorities of the destination country and you may also need to provide additional information to clear your order. Please contact your local customs authority for more information.
A 25% service fee will be charged if the customer refused to pay duty tax and parcels have been returned to sender. Mute by JL is not responsible for any activities such as missing packages, lost tracking with a shipping carrier and abandon by customs.