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Polski FAQ
Returns and complaints
HOW DO I RETURN A PRODUCT PURCHASED FROM AN ONLINE STORE?
You can return the products you bought from our online store within 30 calendar days from the date of receipt of the shipment. All you need to do is to fill out a statement of withdrawal, a sample of which you will find here and send it back with the returned product to our address:
MUSSO - Return
ul.Danusi 33c, loc. 2
03-259 Warsaw
The only cost you incur for the return is the cost of shipping to us.
HOW MUCH TIME DO I HAVE TO RETURN THE PRODUCT?
You can return the products you purchase from our online store within 30 calendar days. This time is counted from the moment you or your authorized person receives the package, until the day the return shipment is sent.
ARE RETURNS FREE OF CHARGE? WHO BEARS THE SHIPPING COSTS OF THE RETURNED PRODUCT?
The shipping cost of the returned product is borne by the person who makes the return. This is the only cost you incur when returning a product to us. Please do not send returns with the "cash on delivery" option to our address.
HOW LONG WILL I WAIT FOR A REFUND?
Usually, we will send you the funds for the return immediately when we receive the package and verify that the products are of full value. The maximum time you will get a refund for your order is 14 days.
IN WHAT FORM DO YOU REIMBURSE FUNDS IN CASE OF RETURN OF PURCHASED PRODUCTS?
The funds are always returned by us in the form in which you paid for the order.
HOW CAN I ADVERTISE A PRODUCT?
We make sure that our products are of the highest quality. However, if the goods you bought revealed a defect you can always file a complaint.
Send a complaint report with photos of defects to e-mail: info@musso.pet. We will order a courier to pick up the defective product, attach a legibly completed complaint form to the shipment. Return the claimed product in its original packaging, i.e. the decorative box in which it was delivered.
I RECEIVED THE WRONG PRODUCT THAT I ORDERED. WHAT CAN I DO IN THIS SITUATION?
We apologize most sincerely for the mistake! Please contact our customer service office by email. We will order a courier for you to pick up the incorrect order. We will also provide you with all the shipping information of the product you ordered.
CAN I ADVERTISE A PRODURT CHEWED UP BY A DOG?
No. Mechanical damage caused by the dog (e.g., biting, tearing, scratching) is not considered a product defect and is not subject to complaint.
Our products are made of delicate, natural materials and require proper use. We recommend that you do not leave your dog unattended with accessories on.
For more information, see Returns and complaints.
Orders
CAN I PLACE AN ORDER WITHOUT REGISTERING AN ACCOUNT?
Yes, you can place an order without registering an account.
It's easy - just add the products you are interested in to your shopping cart, proceed to checkout and enter your information. However, we encourage you to create an account and sign up for our newsletter - this way, you will have access to the latest information about new collections and sales.
A PRODUCT I LIKE HAS SOLD OUT. CAN I GET A NOTIFICATION WHEN IT GOES BACK ON SALE?
If the size or product you wanted to buy is missing - you can sign up for notification of its availability. All you have to do is enter your email address on the product card. When the product is back in stock, we'll let you know by sending a notification to the email address you specify.
I WOULD LIKE TO CHANGE MY SHIPPING ADDRESS. CAN I DO THIS?
As much as possible, you can change the shipping address. However, please inform us as soon as possible. If the package has not yet left for you we have the option to change the delivery address.
I HAVE BECOME DISENCHANTED AND WANT TO CANCEL MY ORDER. WHEN AND HOW CAN I DO IT?
If we haven't shipped your order yet, you can cancel it. All you have to do is contact us. In case we have already shipped to you - pick it up and exercise your right to cancel.
I DIDN'T GET THE ORDER CONFIRMATION ON MY EMAIL, WHAT TO DO?
Email inboxes can mistakenly assign our messages to the SPAM folder. Check if your order confirmation didn't go there and add our email address to the list of trusted recipients. If you still can't find a message from us anywhere, please contact us - we will give you all the information related to the current status of your order.
I WOULD LIKE TO RECEIVE AN INVOICE FOR MY ORDER. HOW DO I DO IT?
In order to receive an invoice, when creating an account or placing an order, select the "Company" option instead of "Individual Customer". This will give you the opportunity to enter your company details and VAT number. The invoice will be automatically sent to the email address you provided after the order is processed.
I HAVE A DISCOUNT CODE. HOW CAN I USE IT?
You can enter the discount code by going to the shopping cart. Just remember to add the code before you pay for your order.
IS MY PERSONAL INFORMATION SAFE?
Yes, your data is safe with us - we take care of it and process it in accordance with RODO regulations and applicable law. You can read more about how we do this in our Privacy Policy and our Terms and Conditions.
Delivery
WHAT IS THE LEAD TIME OF THE ORDER?
The moment you place an order, we begin to carefully complete the products you bought. This stage usually takes about 1-2 business days and ends with the shipment of the products. The lead time may be extended, especially during promotional campaigns, and is up to 4 business days.
After the courier picks up the order, the package usually arrives the next business day. Shipping time is approximately 1-2 business days.
HOW DO I TRACK MY ORDER?
From the moment you place your order, you will be kept informed of the status of your order via email.
If you have a customer account in our store, you can check the status of your order after logging into your account in the "Order History" tab.
When we send you a package, you will receive an email notification from the courier company with a link to track the package.
DO YOU OFFER FREE DELIVERY?
Yes - all orders exceeding 200 PLN are shipped at our expense. For more details on delivery, please see the subpage Deliveries and payments.
