FAQ

Frequently Asked Questions

Can't find what you're looking for? Email us at info@muyva.com and we'll get back to you within 1–2 business days.

About Muyva

Is Muyva a trusted store? Google rates Muyva a Top Quality Store in Australia, which is its highest store quality rating. It is awarded on the basis of delivery speed, how returns are handled, and the overall shopping experience rather than on any individual product. Alongside that, every order ships with tracking, is covered by our 30 day returns, and all payments are processed through Shopify Payments using SSL encryption.

Where is Muyva based? We are an Australian business and we ship to Australia and the United States. You can reach a real person at info@muyva.com, Monday to Friday, 9:00AM to 5:00PM AEST.

Orders

How do I place an order? Browse our collection at muyva.com, add your items to cart, and follow the checkout steps. You'll receive an order confirmation email as soon as your purchase is complete.

Can I change or cancel my order? You have 24 hours from placing your order to request a change or cancellation. Email info@muyva.com with your order number as soon as possible. After 24 hours your order may already be in processing and we cannot guarantee changes can be made.

I didn't receive a confirmation email, what should I do? Check your spam or junk folder first. If it's not there, email us at info@muyva.com with the name and email address used at checkout and we'll resend it.

Can I place a bulk or wholesale order? For bulk enquiries please email us at info@muyva.com and our team will be happy to assist.

Shipping

Do you offer free shipping? Yes, all orders to Australia and the United States ship free with no minimum spend required.

How long does delivery take? Orders are processed within 1–2 business days. Once dispatched, estimated delivery is 3–7 business days. Total estimated timeframe from order to delivery is 4–9 business days, to both Australia and the United States. Bulky items, including floor lamps and large faux trees of 180cm and above, take 8–16 business days in total.

How do I track my order? Once your order has been dispatched you will receive a shipping confirmation email with your tracking number and a link to track your delivery in real time.

What if my order is delayed? Delivery timeframes are estimates and may vary due to carrier delays, public holidays, or high demand periods. If your order has not arrived within 14 business days, or 20 business days for a bulky item, please contact us at info@muyva.com with your order number and we will investigate immediately.

Returns & Refunds

What is your return policy? We offer a 30-day return window from the date you receive your order. Items must be unused, in their original condition, and in original packaging. There is no restocking fee. View our full Refund Policy.

My item arrived damaged or faulty, what do I do? Please email info@muyva.com within 7 days of delivery with your order number and a clear photo of the damage. We will arrange a full refund or free replacement at no cost to you. You will not be required to return the item in most cases.

I changed my mind, can I still return it? Yes, within 30 days of delivery. For change of mind returns the customer is responsible for return shipping costs. The item must be unused and in its original packaging.

How long does a refund take? Once your return or claim is approved, refunds are processed within 7 business days back to your original payment method. Allow a further 3–5 business days for your bank to process it.

Can I exchange an item? Yes, we accept exchanges. Email info@muyva.com with your order number and the item you'd like to exchange for and we'll assist you.

Payments

What payment methods do you accept? We accept Visa, Mastercard, American Express, Apple Pay, Google Pay, Shop Pay, JCB, and Union Pay.

Is my payment information secure? Yes. All transactions are processed through Shopify Payments using SSL encryption. We do not store or have access to your full card details.

What currency are prices shown in? Prices are shown in Australian Dollars (AUD) for orders shipped within Australia and in United States Dollars (USD) for orders shipped to the United States. Your order is processed in the currency shown to you at checkout.

Products

Are your products in stock? All products listed on our site are available to order. Stock levels are updated regularly.

Do your products come with any warranty? For orders shipped within Australia, all products are covered under Australian Consumer Law. For orders shipped elsewhere, your rights under the consumer protection laws that apply where you live are unaffected. If an item has a major fault you are entitled to a replacement or refund. If you experience any issue with a product please contact us at info@muyva.com.

Are the product colours accurate? We do our best to represent product colours accurately in our photography. However slight variations may occur due to screen settings and lighting conditions. Natural materials such as travertine and stone will also vary slightly from piece to piece, this is part of their character.

Do you restock sold out products? We restock popular products regularly. If an item is sold out email us at info@muyva.com and we'll let you know when it's back.