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Help centre
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Everything about ordering, shipping, returns, and our products. Find your answer here before you reach out.
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About MUSE NZ and Our Products
UA explained, quality, boxes, and where we are based
What is MUSE NZ?
MUSE NZ is an Auckland-based online store focused on premium footwear and outerwear. We source products from verified overseas manufacturing partners, check every item at our Auckland workspace, and ship across New Zealand via NZ Post.
Our goal is simple: give New Zealanders access to the styles they want at prices that reflect how the products are actually made, not what a licensed retail chain needs to charge.
Are your products authentic? What does "UA" mean?
All our products are Unauthorized Authentic (UA). Here is what that actually means in plain terms:
What UA is: Products made with the same materials, the same construction methods, and in many cases the same factories as the official retail versions. The only difference is they are produced without brand authorisation or licensing agreements.
What UA is not: Cheap knockoffs with low-grade materials. UA products are built to the same standard as retail. We check every item before it ships.
Why the price is lower: Retail pricing includes brand licensing fees, retailer margins, regional distribution costs, and advertising. None of that exists in the UA supply chain. You pay for the product, not the corporate structure around it.
Are your products the same quality as what I'd buy in a retail store?
Yes. UA products are made to the same spec as the retail version. Same materials, same sole construction, same stitching. The price difference is structural, not a quality compromise. You get the same product without the licensed retail premium built into the cost.
Do products come with a box?
Yes. All products come with a box. Standard accessories like laces and dust bags are included where applicable.
Important: The box is part of the item. If you want to return or exchange, the box must be in brand-new condition. Crushed, written on, or damaged boxes are not accepted. Official brand receipts or retail authentication tags are not included, as our products do not come through official retail channels.
Where are you based?
We are based in Auckland, New Zealand. Our NZ Stock items are held at our Auckland workspace and dispatched from there. Our support team is also Auckland-based. You can reach us at support@musenz.com or on Instagram @muse.nz.
Are your product photos the actual items?
Yes. Every photo on our website is taken by us, on an iPhone, of the actual product. No studio lighting rigs, no editing software, no stock imagery, no renders. You are looking at real goods photographed in real conditions.
We do this deliberately. We want you to see exactly what arrives at your door before you buy it. The colour, the materials, the box, the tags. What you see on the page is what you get.
If a photo ever looks off or you want to see a specific angle before buying, message us on Instagram @muse.nz and we will send you more shots.
How do I know MUSE NZ is a legitimate store?
Fair question. Here is what you can check:
- Auckland-based NZ business, operating under NZ law
- Active support email at support@musenz.com, replied to within 12-24 hours
- Verified customer reviews on our website and Instagram
- All payments go through Stripe, a globally trusted payment processor. We never store your card details
- Every order is fully tracked via NZ Post. You get a tracking number with every dispatch
- 30-day money-back guarantee. If something is wrong, we sort it out
Sizing and Fit
Brand sizing differences, EU vs US, and where to find size charts
How do I find my size?
Sizing varies between brands, so there is no single rule that covers everything. The best place to check is the product page for the style you want. Every product page has a size chart for that brand, plus a fit note based on what previous buyers have said.
A few things worth knowing about some of our brands:
- New Balance: Listed in EU sizing on our site. They tend to fit a bit smaller for most people due to the inside padding. Reference your usual size in the chart on the product page.
- Birkenstock: EU sizing. Most people need to go down one size from their standard US size.
- Nike / Jordan: US sizing. Some silhouettes run narrow, so certain styles may suit going up half a size.
- UGG / Stussy: US sizing. Generally true to size.
When in doubt, email us at support@musenz.com with your usual shoe size and the style you are looking at. We will point you in the right direction.
Do sneakers run true to size?
It depends on the brand. There is no one-size-fits-all answer. Each product page has a specific fit note based on buyer reviews, telling you whether that style runs small, large, or true to size. Have a look at the page for the item you are after and the note will be right next to the size selector.
What if the size I want is not available?
If your size is not showing, it is either out of stock or sold out for that drop. Here is what to do:
- Follow us on @muse.nz on Instagram. Restocks and new sizes get announced there first
- Check back on the website. Popular sizes come back regularly
- Email us at support@musenz.com to ask about restock timing for a specific style and size
- Use our Shoe Request form if the model or size is not listed at all
Can I request a specific shoe, colourway, or model?
Yes. Use our Shoe Request form or email us at support@musenz.com with the brand, model, colourway, and size. We cannot guarantee it every time, but we do source popular requests and will let you know when we can get it in.
Ordering
Placing orders, changes, payment, and confirmation emails
How do I place an order?
Browse the site, pick your item and size, and add it to your bag. At checkout, enter your delivery address and payment details, then confirm. A confirmation email will land in your inbox within a few minutes. If you do not see it, check your spam folder.
Can I change or cancel my order after placing it?
We start processing orders quickly, so time matters here. If you need to change or cancel, email us straight away at support@musenz.com with your order number and what needs changing. We will do our best, but once an order moves into preparation we may not be able to stop it. If it has already been dispatched, it will need to go through our returns process when it arrives.
I entered the wrong shipping address. What do I do?
Email us immediately at support@musenz.com with your order number and the correct address. If the order has not yet dispatched we can update it. If it has already gone out we will try to redirect with NZ Post, though that is not always possible. The sooner you contact us, the better the chance of fixing it.
I did not receive a confirmation email. What should I do?
Start by checking your spam or junk folder — that is where these most often end up. Also check that the email address you entered at checkout was correct. If you still cannot find it, email us at support@musenz.com with your name and when you ordered and we will resend it.
What payment methods do you accept?
We accept all the main options:
Payment is taken in full when you order. Afterpay and Klarna split your total into four fortnightly payments. Your first payment goes out at checkout; the rest follow every two weeks, interest-free.
Is it safe to pay on your website?
Yes, completely. All payments go through Stripe, one of the world's most trusted payment processors used by millions of businesses. Your card details are encrypted and we never store them on our end. When you pay with Apple Pay or Google Pay, your actual card number is never shared with us at all. Your payment is in safe hands.
Do you have a discount code?
We run drop-specific promotions from time to time. Follow us on @muse.nz and sign up to our email list to get them first. We do not have a permanent public code. If you have one, there is a "Have a code?" link in the bag that reveals the field at checkout.
Pricing and Currency
Currency, GST, why prices are lower, and payment plans
What currency are your prices in?
All prices are listed and charged in New Zealand Dollars (NZD). If you are shopping from outside New Zealand, your bank will convert the charge to your local currency at their exchange rate.
Is GST included in the price?
Yes. All prices include NZ GST (15%). No extra tax gets added at checkout. What you see is what you pay.
Why are your prices so much lower than retail?
The short answer: we sell UA (Unauthorized Authentic) products sourced directly from overseas manufacturing partners. There are no brand licensing fees, no licensed retailer margins, and no multi-layer distribution costs. All of that is what makes retail prices so high. We cut out the layers. You pay for the product itself, not the supply chain around it.
Can I pay in instalments?
Yes. Both Afterpay and Klarna are available at checkout. Your total gets split into four equal fortnightly payments. The first comes out when you confirm your order; the rest follow every two weeks. Interest-free as long as payments are made on time. Standard eligibility terms apply.
Shipping and Delivery
NZ Stock vs Standard Delivery, timeframes, customs, and lost parcels
What shipping options do you offer?
We have two fulfilment options. Every product page shows which one applies:
NZ Stock — physically held at our Auckland workspace. Out the door within 1-3 business days via NZ Post. Best when you need it fast.
Standard Delivery — items sourced from our overseas warehouse, shipped to New Zealand, then delivered by NZ Post. Around 13-16 business days total. Fully tracked. This is how we keep prices well below retail.
How long will my order take to arrive?
- NZ Stock: 1-3 business days to dispatch, plus standard NZ Post delivery (usually 1-3 days within New Zealand)
- Standard Delivery: Around 13-16 business days from when you order to when it arrives
Business days do not include weekends or NZ public holidays. Your tracking link will always show the latest estimated delivery date.
Do you ship internationally?
We ship within New Zealand only right now. All orders go via NZ Post. We are looking at international shipping for the future. Follow us on @muse.nz for updates.
How much does shipping cost?
Standard shipping (NZ Post Tracked) — $7 NZD
Express shipping (NZ Couriers) — $14 NZD
Parcel protection — $4.99 NZD. Covers you for a full replacement or refund if your parcel is confirmed lost in transit. Optional add-on at checkout.
Free standard shipping on orders over $200 NZD. Your bag shows how close you are as you add items.
Will I have to pay customs or import duties?
No. For New Zealand buyers there are no customs charges or import duties on your MUSE order. We handle the import logistics as part of the Standard Delivery process. The price at checkout is the total. Nothing extra gets charged when it arrives.
My order is taking longer than expected. What should I do?
First, check your tracking link for the latest update. Small delays of 1-3 extra business days are normal, especially during busy periods. If your tracking has not moved for more than 7 consecutive business days, or your delivery window has passed by more than 3 business days, get in touch at support@musenz.com with your order number and we will look into it straight away.
What happens if my parcel is lost?
Email us at support@musenz.com with your order number and we will investigate with NZ Post on your behalf.
If you added parcel protection at checkout: you are covered for a full replacement or refund if the parcel is confirmed lost. No hassle.
Without parcel protection: we will still investigate and do our best to find a resolution, but outcomes depend on what the NZ Post investigation finds. We always advocate for our customers.
Once tracking shows a parcel as delivered, we are not able to take responsibility for items that go missing after that point, as delivery to your address has been confirmed by the courier.
Tracking Your Order
Tracking numbers, status meanings, and gaps between updates
How do I track my order?
Once your order is dispatched, you will get an email with your tracking number. Enter it on our Tracking page or go directly to the NZ Post website for live updates.
I have not received a tracking number. What should I do?
Check your spam folder first. Then allow these timeframes before reaching out:
- NZ Stock: tracking arrives within 1-3 business days of ordering
- Standard Delivery: tracking can take 3-7 business days, as items ship from our overseas warehouse once ready
Still nothing after that? Email us at support@musenz.com with your order number.
My tracking has not updated in a few days. Is that normal?
Yes, especially for Standard Delivery during the international leg. Tracking scans happen at key handoff points, but there can be 3-6 business day gaps between scans while your parcel is physically moving. This is normal and does not mean your order is lost.
If it has been more than 10 business days with no update and your delivery window has passed, get in touch and we will investigate.
What do the tracking statuses mean?
- Order Confirmed — Received and in our system. Confirmation email on its way.
- Processing / Quality Check — Your item is being inspected and packed.
- Tracking Generated — Tracking number created. Parcel preparing to leave the warehouse.
- In Transit (International) — Standard Delivery only. Your parcel is on its way from our overseas warehouse. Usually 5-10 business days for this leg.
- Arrived in New Zealand — Cleared NZ customs and handed to NZ Post.
- Out for Delivery — NZ Post has it and is delivering today.
- Delivered — Delivered to your address.
Why does my tracking show an overseas carrier name?
Standard Delivery orders travel on an international carrier from our overseas warehouse to New Zealand before being handed to NZ Post. The first leg may show the international carrier's name. Once it arrives in NZ, NZ Post takes over for final delivery. Our Tracking page combines both legs into one view so you can follow the whole journey.
Returns and Exchanges
Policy, conditions, how to start a return, and damaged items
What is your return and exchange policy?
You have 7 business days from receiving your order to request a return or exchange. Items must meet our condition requirements below.
Size exchange — we swap for a different size of the same item, subject to stock availability.
Refund — we refund to your original payment method once the item is received and checked.
Before ordering, check the product size guide beside the size picker for fit notes and size advice.
What condition does the item need to be in?
To qualify, items need to tick all of these boxes:
- Brand-new condition with no signs of wear, creasing, dirt, or ground contact
- Original box in perfect condition, not crushed, taped, written on, or damaged in any way
- All original accessories (laces, dust bags) present
Items that have been worn, even briefly indoors, or have a damaged box cannot be returned.
How do I start a return or exchange?
Email support@musenz.com within 7 business days of receiving your order. Include:
- Your order number
- The item you want to return or exchange
- Your reason
- For exchanges: the size or item you want instead
Do not send anything back until we have confirmed your return and sent you a prepaid label.
How long does the return or exchange process take?
Once we receive and check your returned item, we will confirm the outcome within 1 business day.
For refunds: processed within 3-5 business days back to your original payment method. Your bank may take a few extra days after that to show the credit.
For exchanges: if the size you need is in our NZ Stock, we get it out quickly. If it needs to come from our overseas warehouse, there will be an additional 13-16 business day wait for the new item to arrive in New Zealand before we can send it to you. We will keep you updated on the timeline throughout.
I received the wrong item or my item arrived damaged. What do I do?
Email us straight away at support@musenz.com with your order number and clear photos of: (1) the item you received, (2) any damage, and (3) the box and packaging as it arrived. Do not wear or use the item. Wrong items and damaged items are always resolved at no cost to you, including the return shipping.
Do I have to pay for return shipping?
No. Return labels are on us. Once your return is approved, we will email you a prepaid NZ Post label. Just repack the item, stick the label on, and drop it at any NZ Post shop or outlet. You do not pay anything.
Can I exchange for a completely different style?
Our standard exchange is for a different size of the same item. If you want a completely different product, email us at support@musenz.com and we will look at it case by case. We will always try to find a workable solution.
Account and Orders
Guest checkout, order history, and invoices
Do I need to create an account to order?
No. Guest checkout works fine. Your confirmation email and tracking will all come through to whatever email you entered at checkout. Creating an account is optional and gives you order history, live tracking in one place, and saved addresses for next time.
How do I view my past orders?
If you checked out as a guest, all your order information is in the confirmation email. If you have an account, log in and your full order history is in your dashboard, including live tracking for anything still on its way.
Can I get a receipt or invoice?
Your order confirmation email is your receipt. It includes a full itemised breakdown with pricing and GST. If you need a separate invoice for business or tax purposes, email us at support@musenz.com with your order number and we will send one within 1 business day.
Contact and Support
How to reach us and what to expect
How do I contact MUSE NZ?
- Email: support@musenz.com — best for anything involving your order
- Instagram: @muse.nz — good for general questions and product requests
- Facebook: facebook.com/muse.nz.2025
For anything order-related, email is always fastest as it lets us look up your order directly.
How quickly will you reply?
We aim to reply to all emails within 12-24 hours, Monday to Friday. On weekends and NZ public holidays responses may take a bit longer, but we check messages regularly and reply on the next business day.
I emailed but have not heard back. What should I do?
If it has been more than 24 hours (not counting weekends and public holidays), check that your email went to support@musenz.com and have a look in your sent folder to make sure it went through. You are welcome to send a short follow-up. You can also message us on Instagram @muse.nz and we will look into it.
What are your support hours?
We are active Monday to Friday, NZ business hours (9am to 6pm NZST). We check messages outside those hours but send official replies during business hours. We do not have live chat at the moment.
Privacy, Legal, and Your Data
Data use, your NZ consumer rights, Terms of Service
Is my personal information safe with MUSE NZ?
Yes. We only collect what we need to process your order. Your payment information goes through Stripe and we never store it on our end. We do not sell your data to anyone. Full details are in our Privacy Policy.
What data do you collect and what is it used for?
We collect your name, email address, shipping address, and order information. We use it to process and fulfil your order, send you order and tracking updates, and respond to support messages. If you have opted in, we also send marketing emails. You can unsubscribe at any time from any email we send.
What are my rights under the Consumer Guarantees Act (NZ)?
We operate under New Zealand law, including the Consumer Guarantees Act 1993 and the Fair Trading Act 1986. Under the CGA, you are entitled to a remedy (repair, replacement, or refund) if a product is faulty, does not match its description, or is not fit for purpose. Our returns policy works within your statutory rights. Your legal rights under NZ law are not limited or excluded by anything in our policy.
How do I request deletion of my personal data?
Email support@musenz.com with the subject line "Data Deletion Request" and include the email address linked to your account. We will process it within 14 business days under the NZ Privacy Act 2020. Some transactional records may need to be kept for tax compliance reasons even after a deletion request.
Where can I find the full Terms of Service and Privacy Policy?
Both are linked in the footer of every page. Both are governed by New Zealand law.
Still have a question?
We will sort it out.
Email us at support@musenz.com. We reply within 12-24 hours.
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