MU Starz Frequently Asked Questions

Online Shopping Questions

How do I check the status of my order?

We will send updates regarding the status of your online order to the email address you provided when making your purchase, including when your product(s) have been delivered.


Please check your junk mailbox if you do not receive any email notifications regarding your order status.


Guest customers: Please select ORDER STATUS in the footer or LOG IN / ACCOUNT in the header. You will be required to have your order number, email address and billing zip code used to place the order.


Registered customers: Please sign in to your account and visit the ORDER HISTORY section to submit a Return Request online using the option that best suits you. You may also you the guest option above.


You must keep your password confidential and must not disclose it to anyone. To retrieve your password, please go to the Log In / Account section and simply click the “Forgot Password” link. Please enter the email address you used to sign into your account and a temporary password will be sent to that email address. You may also contact us at mu@mustarz.com with any questions concerning your order.

 

Register with MU Starz Online for the most convenient shopping experience. Once you register, you can check out faster, save multiple shipping addresses, access your order history, track new orders and save products to your wish list.

Do you ship internationally?

We ship to the countries listed below.

Australia

Austria

Belgium

Brazil

Canada

Denmark

Finland

France

Germany

Greece

Hong Kong

Ireland

Italy

Japan

Malaysia

Mexico

Netherlands

New Zealand

Poland

Portugal

Singapore

South Korea

Spain

Switzerland

Taiwan

Thailand

United Kingdom

United States

What currencies can I use to purchase online?

Right now, we support one online boutique (MU Starz Designs Online)
and one currency USD ($). (this may change soon)

What is the shipping fee and estimated time of delivery?

Please refer to the following table below for the estimated shipping times via FedEx or DHL, this does not include packaging and handling times.

Shipping Country

 

Singapore

Taiwan/HK/Malaysia/Thailand

Australia/NZ/Japan/S.Korea

India/UAE Turkey

South America

U.K./Western Europe

U.S.A/Canada/Mexico

Shipping Fee 

 

$30.00 USD

$20.00 USD

$25.00 USD

$55.00 USD

$80.00 USD

$60.00 USD

$75.00 USD

Shipping Time

 

2 business days

2 business days

2-5 business days

2-5 business days

3-7 business days

2-5 business days

3-7 business days

Shipping Carrier

 

FedEx

FedEx

FedEx

FedEx/DHL

FedEx/DHL

FedEx/DHL

FedEx/DHL

MU Starz Online accepts online orders for shipment to most valid addresses (no PO boxes) around the world.


We only SHIP via Expedited Delivery which will take 2-5 business days for shipment to most global locations. Shipment time will vary for Pre-Order and Special order products.

NOTE: Two-day shipping applies to www.mustarz.com Online only. Certain items which contain mother of pearl, shell, coral, etc. may have longer shipping times due to local government regulations.


Express 2-Day Shipping does not apply to e-gift cards, out-of-stock items, special orders, made to order and pre-order items. MU Starz is not responsible for delays due to weather, customs and natural disasters.

If you cannot find your country on the above list please email us at mu@mustarz.com. Notwithstanding the foregoing, we aim to deliver product(s) to you, to the delivery address you have requested in your order within the time frame given, but we cannot give an exact delivery date.

Do you offer gift packing?

YES, we do. Standard Gift Packaging
Your MU Starz piece will arrive in a signature MU Starz gift box. For necklaces, a necklace pouch will be provided with your shipment.

What payment options do you provide?

MU Starz Online accepts the following credit cards for online purchases:

  • MasterCard
  • Visa
  • Discover
  • American Express

 

The total amount of your order will be charged at the time your card is approved. If the amount charged exceeds your credit limit, your order will be automatically canceled.

 

Troubleshooting Credit Card Payment Errors

  1. If your card is new or recently reissued, make sure it has been activated.
  2. Please double-check the card type (for example: American Express), the account number and the expiration date.
  3. Remove dashes or spaces from the account number.
  4. Please enter your name and billing information exactly as it appears on your credit card statement. When you enter your name, please also include your middle initial if it is also printed on your credit card.
  5. Should you continue to have problems after entering your correct information, call the card issuer’s customer service number on the back of your card. Your credit card company may need to speak with you before they authorize your purchase.

 

Security Codes

The card security code is a unique three or four digit number printed on the front (American Express) or back (MasterCard/Visa) of your card, in addition to the account number. If you are still unable to process your order please email our customer service team at mu@mustarz.com for assistance.

Is shopping on the MU Starz website safe?

It is safe to make purchases through MU Starz Online. We use industry-standard encryption technologies when transferring and receiving customer data exchanged with our site server.

Do you ever offer sales or promotions?

To receive any promotions that we may offer please sign up for our newsletter and seasonal mailer. Coupon Code are a set of codes given to our customers to enjoy special offers on our products or shipping when they place orders through our online boutique. The special offers will vary from customer-to-customer and may expire on a certain pre-defined date. Please enter the valid Coupon Code in the appropriate field on the shopping bag page and click “Apply.” The offer related to the Coupon Code will be immediately shown in your updated shopping bag page or in the checkout page. MU Starz Online reserves the right to utilize the Coupon Codes at its sole discretion.

Can I cancel an order?

Orders cannot be canceled or modified after it has been shipped from our Studio Center. If you wish to cancel or modify your order, please send an email to us immediately. Please note: Special order and Made to Order products cannot be canceled or returned. For any online orders delivered to a location outside of the U.S., you will be responsible for any shipping cost, customs duties and sales tax. If the order is returned because of your rejection to pay the customs duties, the final amount will be refunded to your credit card after deducting all the incurred costs including customs duties & taxes. Please be advised that it will take up to 10-12 business days for the refund to reflect on your credit card statement.

What is your warranty policy?

MU Starz warranty policy covers basic repairs and manufacturing defects for one year. A sales receipt must be provided from MU Starz Online or an MUS authorized retailer for this warranty to be valid.


ONE YEAR MANUFACTURING DEFECT


Within one year from the purchase date, all jewelry items will be repaired & restored in the most optimal manner. This warranty is void if the jewelry item has been purchased by an unauthorized retailer. This warranty is void if the jewelry has been damaged by accident, negligence, normal wear, unauthorized service or other factors not due to defects in material or workmanship. All jewelry sent in under warranty must include an original MU Starz sales receipt invoice.


LOST PIECES
A lost piece is not considered as a manufacturing defect. If the jewelry closing mechanism is compromised in anyway, the customer must send it back as a repair.


STONE PIECES
All stones are not covered under warranty and must be paid for.


GOLD Vermeil
Electroform Gold Vermeil One year manufacturing defect warranty covers the following:

1. One Gold Vermeil re-plating process within the first year of purchase.  Customer pays shipping, handling & customs on both ends.

How can I contact you if I have other questions?

Please feel free to contact our online customer service team if you have any questions.

Online orders

Bali Phone: +62 (0) 82144971315
Email Address: mu@mustarz.com
Office Hours: 10:00am – 4:00pm CIT (Monday – Friday)

Other Questions

I would like to visit the MU Starz Studio in Bali. How do I find it?

Visitors are always welcome, availability & time permitting. To book an appointment, please contact mu@mustarz.com or by phone at +62 (0) 821 4497 1315.

Where can I find retail stores that sell MU Starz Designs jewelry?

As of Now, MU Starz Designs are only available online or at an Event hosted by MU Starz head designer Mikael King.

No stores carry MU Starz where I live. How can I buy MU Starz products?

You can shop through MU Starz Online and choose the item(s) either in “Available Now” or in a “Collection”. If you choose an item from one of our collections, you must then fill out the contact form to reach us directly about the item in which you are inquiring about.

My jewelry needs repair. What should I do?

To have your jewelry repaired, please refer to the Repair Service section of our website.

MU Starz Online accepts online orders for shipment to most valid addresses (no PO boxes) around the world.


We only SHIP via Expedited Delivery which will take 2-5 business days for shipment to most global locations. Shipment time will vary for Pre-Order and Special order products.

NOTE: Two-day shipping applies to www.mustarz.com Online only. Certain items which contain mother of pearl, shell, coral, etc. may have longer shipping times due to local government regulations.


Express 2-Day Shipping does not apply to e-gift cards, out-of-stock items, special orders, made to order and pre-order items. MU Starz is not responsible for delays due to weather, customs and natural disasters.

If you cannot find your country on the above list please email us at mu@mustarz.com. Notwithstanding the foregoing, we aim to deliver product(s) to you, to the delivery address you have requested in your order within the time frame given, but we cannot give an exact delivery date.

Do you make custom pieces?

Requests for custom pieces will be considered on a case-by-case basis. Please send inquiries to mu@mustarz.com.

Do you do wedding rings or wedding bands?

Please see our rings or contact our MU Starz customer service team.

I lost a product. Can it be replaced?

Please email us through the Connect page with the details of the product, and we will tell you how we can help you to replace it.

I lost an earring, etc. Can I get a replacement to match?

Please email us through the Connect page with the details of the product, and we will tell you how we can help you to replace it.

I would like to resize my MU Starz jewelry. Is this possible?

Rings can be only sized up +1. Rings can be sized down -2 in very special need cases. Bracelets and Necklaces can only be sized down. For further assistance, please email us through the Connect page or visit our Repair Service section to learn how you can mail the product in to get it resized.

I own a shop and want to sell MU Starz Designs jewelry. How can I do so?

Please contact our customer service team and we will contact you with details as soon as possible.

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