SHIPPING & RETURN POLICY
Last updated: July 2026
At MUUOK by Omuok, we aim to process and deliver your order as quickly and efficiently as possible. Please read the information below regarding order processing, shipping, cancellations and returns.
ORDER CANCELLATION POLICY
Orders may be cancelled free of charge before they have been dispatched.
Once an order has been shipped, cancellation is no longer possible.
If your cancellation request is accepted before dispatch, your payment will be refunded to the original payment method within 3–5 business days, depending on your payment provider.
Products purchased during clearance sales or promotional campaigns may not be eligible for cancellation.
RETURNS
Due to hygiene and product safety regulations, we cannot accept returns of cosmetic products that have been opened, used or show signs of tampering.
Unopened, unused products in their original condition may be returned within 14 days of delivery.
Please include:
• your order number;
• the reason for your return;
• photographs where applicable.
Return shipping costs are the responsibility of the customer unless the return is due to:
• an incorrect item being sent;
• a damaged product;
• a product defect confirmed by MUUOK.
Refunds will be processed after the returned products have been inspected.
Original shipping charges are non-refundable unless otherwise required by applicable law.
To request a return, please the link:
PROCESSING TIME
All orders are processed within 1–3 business days after payment has been successfully received. Orders placed during weekends or Swiss public holidays will be processed on the next business day.
During product launches, promotional campaigns or high order volumes, processing times may be slightly longer. Should significant delays occur, we will inform you by email.
WEEKEND PROCESSING TIME
If you place your order over the weekend, your order processing time starts the following Monday or Tuesday.
SHIPPING TRANSIT TIMES
We ship all orders using Swiss Post or another trusted shipping partner.
Estimated Delivery Times
Switzerland
• 2–5 business days
Europe
• 5–10 business days
International
• 7–15 business days (depending on destination and customs clearance)
Please note that delivery times are estimates only and cannot be guaranteed.
MUUOK is not responsible for delays caused by customs authorities, postal services, weather conditions, public holidays or other circumstances beyond our control.
SHIPPING ADDRESS
Please ensure that your shipping address is complete and accurate before placing your order.
If you notice an error after placing your order, please contact us immediately at care@muuok.com. While we will do our best to update your address before dispatch, we cannot guarantee that changes can be made once an order has entered the fulfilment process.
MUUOK is not responsible for orders delivered to an incorrect address provided by the customer.
Should a parcel be returned to us due to an incorrect or incomplete address, additional shipping charges may apply before the order can be reshipped.
LOST/DELAYED DELIVERIES
If your shipment appears to be delayed, we recommend first checking the tracking information provided by the shipping carrier.
If your parcel has not been delivered and:
• Switzerland or Europe: tracking has not been updated for more than 15 days after dispatch;
• International destinations: tracking has not been updated for more than 30 days after dispatch, please contact us at care@muuok.com.
We will investigate the shipment with the carrier and, where appropriate, arrange a replacement or suitable resolution.
CUSTOMER RESPONSIBILITY
It is the customer’s responsibility to provide the correct shipping address at the time of checkout. Please check your address carefully before submitting your order. We cannot guarantee requests to update the shipping address will be processed. If your order was shipped to an inaccurate or invalid address we cannot reship or replace it until the item has been returned to our warehouse. You will be responsible for additional shipping costs if MUUOK reships your order.
CUSTOMS AND IMPORT TAXES
MUUOK by Omuok is a Swiss company.
International orders shipped outside Switzerland may be subject to customs duties, VAT, import taxes or other local fees imposed by the destination country.
These charges are the responsibility of the customer.
MUUOK has no control over these charges and cannot estimate their amount.
We are not responsible for delays caused by customs clearance procedures.