Welcome to the Muceno FAQ. The answers below cover the questions we hear most often. If yours isn't here, email us and we will be glad to help.
How long will my order take to arrive?
Orders are prepared within 1 to 2 business days and then spend 6 to 12 business days in transit, so most parcels arrive 7 to 14 business days after the order is placed, depending on where you are. Every order is tracked and you will get a tracking email as soon as it ships. Our Shipping Policy has the full details.
Is shipping free?
Yes. Standard shipping is free on every order delivered within the United States. See our Shipping Policy for more.
Where is Muceno based, and where do orders ship from?
Muceno is a US online store based in Phoenix, Arizona. Our garments are dispatched through international fulfilment partners and warehouses, so the shipping origin on your parcel may differ from our business address. We currently serve customers in the United States and plan to reach more regions in future.
What if my item arrives faulty or damaged?
Email support@muceno.com within 48 hours of delivery with a short description and photos of the problem. We will review it quickly and arrange a replacement or refund under our Return and Refund Policy.
Can I cancel my order?
Yes, as long as it has not shipped. Once it is on its way it can no longer be cancelled, but you can return it after delivery using our standard return process. Email support@muceno.com and we will help.
What is your return policy?
You have 30 days from delivery to return an item. Contact us within that window and we will walk you through the steps. Items need to be unworn, unwashed, with tags attached and in their original packaging where possible. The Return and Refund Policy has the complete terms.
When will I receive my refund?
Once your return arrives and has been inspected, we release the refund within 7 business days to your original payment method. Your bank or card provider may take a few extra days to show it.
What if I am not happy with my order?
You have 30 days from delivery to return any eligible item for a refund or replacement under our Return and Refund Policy. Contact us within that window and we will walk you through it.
How do I contact customer support?
Email support@muceno.com or call +1 (520) 900-1663 during customer service hours. We answer every message within one business day.
Do you ship internationally?
Right now we deliver to the United States only, with free standard shipping. We are working on expanding to more countries soon.
Do you have a physical store?
Not yet. Muceno is online only, which keeps our prices fair and lets us reach more customers. We aim to bring the feel of a well-curated clothing store to your screen without the markup of a physical shopfront.
How do I choose the right size?
Each product page includes a size guide with measurements. If you are between sizes or unsure, email us with your measurements and the item you are looking at, and we will recommend the best fit.
Can you help me put an outfit together?
Happily. Email support@muceno.com with a few details about your style or the occasion and our team will come back with suggestions.
How do I track my order?
When your order ships you will receive an email with a tracking number and link, so you can follow the parcel in real time.
Contact Details
Store name: Muceno
Address: 1045 E Versace Way, Phoenix, AZ 85048, United States
Email: support@muceno.com
Phone: +1 (520) 900-1663
Customer service hours: Monday to Friday, 8:30 AM to 5:30 PM and Saturday, 10:00 AM to 2:00 PM (Arizona time, MST)
We answer every message within one business day.