Frequently Asked Questions
Pre-Order
Why a preorder?
This helps us create only what our community truly connects with - reducing waste and ensuring every piece is made intentionally.
When will my preorder be produced and shipped?
Production will begin after the preorder period closes and if the minimum order is met. Please allow approximately 4-6 weeks for production, quality checks and order fulfiment.
You will receive an email once your order has been shipped.
How will I know if my preorder design meets the minimum production?
We will keep you updated via email once the pre-order closes. If a design does not meet the minimum quantity, you will be contacted with your available options based on our pre-order policy.
Can I return my item?
Our goal is for every customer to be happy with their purchase. Unfortunately, we regret to inform you that returns and refunds are not possible as all items are produced on demand to reduce wastage. However, if a design does not reach our minimum order, we will either reimagine it or hold it for a future drop. You will receive an email from us regarding this, and have the options to transfer your preorder to another design, receive store credits, or request for a full refund.
What should I do if I receive a defected item?
We're sorry to hear this! We take great pride in quality control, and every item is inspected before delivery to ensure it meets our standards.
In the unfortunate case where you receive an item that is defective, damaged, or incorrect, please contact us at contact@pantheramuse.com within 7 days of receiving your item, quoting your order number and clear photos of the defect. Our team will review your request promptly and if eligible, we will arrange for a replacement. Any requests made after 7 days will not be processed.
The item does not fit me, can I request for an exchange?
We accept size exchanges under the following conditions:
- Product must be in the same condition that you received it, unworn or unused, not damaged, with tags, and in its original packaging.
- All size exchanges are subjected to additional shipping charges borne by the customers.
- To request for an exchange, please reach out to us at contact@pantheramuse.com within 7 days of receiving your item, quoting your order number. Any requests made after 7 days will not be processed.
Why is my item delayed?
Thank you for your order! Please be rest assured that your order is processed once the order is confirmed. Once your order has shipped, you will receive an email with further information.
We also seek your kind understanding that delivery times vary depending on your location. For a better gauge of your delivery period, please refer to the Shipping information on the individual product pages.
Why do I have to pay extra for my item to reach me?
We would like to clarify that the extra amount is due to customs fees, which are set by your country's customs authorities and not determined by Panthera Muse. All international shipments crossing borders are subject to customs regulations and potential duties.
We strive to provide clear information about potential customs fees during checkout, though final amounts may vary based on customs assessment. If you have specific questions about the fees applied to your order, we recommend contacting your local customs office for detailed information about their fee structure.
Thank you for your understanding, and please don't hesitate to reach out if you need any clarification about your order.