Frequently Asked Questions
What is this store?
MUSQ is a online store selling cosmetics to beauties all around the world. We are an Australian owned & made business and have been around since 2007.
Is it safe to use my credit card on this site?
Sure is! We don’t handle any credit cards payments directly nor do we store any credit card information on our site. This is handled by payment processor; SecurePay (Australia). You can find out more about them here: SecurePay Website
When will my order be shipped?
We try our hardest to dispatch items on the same day as order placed however generally it will be dispatched within 24hrs.
How long will it take till I receive my package?
Once your order has been dispatched your order will usually arrive within 24-48hrs. If you placed your order from outside Australia your package can take anywhere from 5-20 working days to arrive, depending on your country.
How can I track my order?
You will be provided with a tracking number from wither Startrack or Australia Post that you will be able to track on their websites.
My order hasn’t arrived.
Not to worry, we are here to help! Please email us at email@example.com with your full name and order number (found on your email confirmation). We use startrack and Australia Post for our national shipping and they are pretty quick with finding our parcels so we are sure its not far away.
I got my order but it is incomplete/damaged.
We try our best to ensure your products arrive safely to you however damaged items can occasionally (however rarely) occur. Please email us at firstname.lastname@example.org with a photo of your damaged item. Don’t forget to include to your full name and invoice number. We will then be in touch with a solution asap.
Can I return my order?
Due to hygiene reasons we cannot accept exchange or returns on non-faulty items so please choose carefully. For this reason we are happy to send free samples to you before you purchase a product. Simply email email@example.com with your full name, mailing address and the product/s you want to try and we will get a sample to you asap.
I have entered the wrong mailing address what now?
As long as we have not dispatched your order this can easily be changed. Simply email us at firstname.lastname@example.org with your invoice number, wrong mailing address and new mailing address and we will change this asap.
I want to order some foundation but I am unsure of my colour?
Easy, we have samples ready to be sent to you to best determine your shade. Simply email email@example.com with your mailing address and skin tone (fair, medium or dark) and we will get a pack out to your free of charge. Sample packs that have been paid for will receive a discount order to redeem cost on their next order (conditions apply).
I ordered a sample pack but it hasn’t arrived.
As samples are sent free of charge (regular mail with stamps) they may take up to 10 working days to arrive. If they do not arrive after this date please get in touch with us. Unfortunately we cannot track packages sent with stamps. For sample packs that have been paid for you will receive a tracking number to track your samples along with a discount code to redeem the sample cost on your next order (conditions apply).
I have a discount code, where do I enter this?
All discount codes must be entered on the checkout page where you enter all your shipping information etc. You will see a box saying: Gift card or discount code. Simply enter your code here, then click apply.