Contact Us & Frequently Asked Questions
If you have a question about shopping with Musto we hope you will be able to find an answer below.
Here are some of our customers’ most frequently asked questions.
If your question is not answered below or for general enquiries/feedback regarding Musto, please click here to contact us
Orders & Delivery
What delivery options does Musto offer?
Can I specify a delivery date when ordering?
How do I know if my order has been received?
Can I add to/change an existing order?
Will an out of stock item come back into stock?
When will my order be delivered?
Do I have to be home to sign for delivery?
Do you deliver to PO Box Addresses?
How do I return a product, exchange it or get a refund?
Can I place an order from overseas?
Are receipts sent with deliveries?
Why do I only have part of my order?
Can I place bulks orders on the website?
Shopping with Musto
Where else can I buy Musto in the UK?
Where can I get store details and opening hours?
How can I found out which stores carry the product I am looking for?
How can I pay for my purchases?
What should I do if my credit/debit card was refused when placing an order?
Can I purchase Musto gift vouchers online?
Can I redeem Musto gift vouchers online?
How can I view and update my account details?
What happens if I forget my password?
Will this site work on my browser?
Do you offer a warranty on your products?
How do I register my purchase?
Company information
What is Team Sales/Corporate Sales?
Website
Are my details secure and confidential?
Who should I contact if I am having technical trouble with the website?
Wholesale
Who should I contact to become a new UK stockist or International distributor?
How do I update my store details?
How do I get in touch with accounts?
Can I specify a delivery date when ordering?
No, but you can opt for next day delivery (Monday to Friday, excluding public holidays. Order by 12 noon the previous working day).
Someone will need to be present at the time of delivery to sign for the items but you can specify a delivery address different from your home or main contact address, if more convenient.
See Delivery and Returns for more details.
How do I know if my order has been received?
When we receive your order, an Order Confirmation screen will be generated, issuing an order number. Please print out this page for future reference. You will also receive an email confirming that we have received your order details. This email will usually arrive within an hour of your purchase. If at any time you do not receive this email please check your spam filters, trash folders, bin folders, junk folders as some emails are sent here by your email service providers. If, after checking these folders, you cannot find your confirmation email then please call our Customer Services Team on +44 (0) 1268 495 824 any time between 9am and 5pm Monday to Friday, excluding public holidays, who will be able to confirm the details of your order.
Can I add to/change an existing order?
You can add/change items on your order until you confirm your payment details and complete the order. Once the order is confirmed, you cannot add or change items on the same order, you will need to place a new order for additional items.
If you wish to change an order that has not yet been despatched contact our Customer Service team on +44 (0) 1268 495 824 any time between 9am and 5pm Monday to Friday, excluding public holidays. Please have the order confirmation number and date the order was placed to hand. They will be happy to cancel the existing order and create a new order for you.
If your order has already been despatched or delivered, then you will need to follow our Returns & Exchange Procedure.
Can I cancel an order?
If you wish to cancel an order that has not yet been despatched contact our Customer Service team on +44 (0) 1268 495 824 any time between 9am and 5pm Monday to Friday, excluding public holidays. Please have the order confirmation number and date the order was placed to hand.
If your order has already been despatched or delivered, then you will need to follow our Returns & Exchange Procedure. Please also see our Terms and Conditions.
Will an out of stock item come back into stock?
If an item will come back into stock you will see an envelope, when ordering, that will allow to request an email notification once we have stock again. If you don’t see an envelope then please call our customer service team on +44 (0) 1268 495 824 any time between 9am and 5pm Monday to Friday, excluding public holidays, to see if one of our stores has stock that we can obtain for you.
When will my order be delivered?
Standard Delivery is usually within 5 working days (Monday to Friday, excluding public holidays).
Please allow 7 days before you contact us about your order.
We also offer next day, Saturday or am delivery if you order by 12 noon the previous working day.
See Delivery and Returns information for more details. Please note that if your order is made up of a combination of items, deliveries may be made separately.
Do I have to be home to sign for delivery?
Deliveries require someone to be present to accept and sign for the delivery. This is simply to ensure the goods were delivered and received correctly. If you can’t be there to sign for delivery remember that you can specify a different delivery address while ordering and have your order delivered to your workplace, or a friend's place, etc.
If no one is at the delivery address the courier will leave a card with details to arrange pick-up or redelivery.
Do you deliver to PO Box Addresses?
No, deliveries require someone to be present to accept and sign for the delivery. This is simply to ensure the goods were delivered and received correctly. If you can't be there to sign for delivery remember that you can specify a different delivery address while ordering and have your order delivered to your workplace, or a friend's place, etc.
If no one is at the delivery address the courier will leave a card with details to arrange pick-up or redelivery.
How do I return a product, exchange it or get a refund?
We want you to be totally satisfied with every purchase you make from Musto. If for any reason, you are not completely happy with your purchase, please see our Delivery and Returns page to find out how to return/exchange a product.
Can I place an order from overseas?
No, we only accept orders for delivery in the UK placed using UK credit or debit cards.
Where do you deliver?
We currently deliver to mainland UK, at this time. We will be adding more locations during the year so please come back soon and see if we have added your location. Please let customer services know your location and contact details and we will keep you informed.
Please see Delivery and Returns information for more details.
Are receipts sent with deliveries?
A despatch note will be in the parcel. You will need this in case you wish to return goods. Also the email confirming despatch will include details of payment we have processed.
How can I get a VAT receipt?
We can send you a VAT receipt for the product(s) you have purchased. In order to receive such a receipt, please email customerservice@musto.com, including your order number and we'll be more than happy to deal with your request.
How do I track my order?
At each stage of processing, we will send you an email to keep you informed.
To check your order status online just click on My Account sign in and then select Order History.
Ordered means your order has been registered on the system and is awaiting processing.
Awaiting dispatch means your order could be at any point between the warehouse receiving it and despatching your goods. Please allow up to 7 days before contacting us about a delivery.
Dispatched means your order has left our warehouse. You will receive an email confirming despatch, including the courier despatch number. Either follow instructions in your email or click on the tracking number to go to our courier’s site for more details on the status of your delivery. Please note there can be a delay in couriers updating their systems. Please do not contact us if status is despatched, as we will be unable to provide further information.
Refunded means your order or returned goods have been refunded by ourselves. Please allow 5-10 days for this transaction to appear on your account.
Cancelled means your order has been cancelled either by you or us.
Why do I only have part of my order?
If you find that your order has only been partially delivered, this may be because other items are being despatched from a different location or we were out of stock on part of your order. If we were out of stock you will have received an email to let you know. If your order is obviously incomplete, please Email: customerservice@musto.com or telephone +44 (0) 1268 495 824 any time between 9am and 5pm Monday to Friday, excluding public holidays.
Can I place bulk orders on the website?
We have a Team Sales division who handle all bulk orders and customisation requirements. To contact Team Sales email: AMunro@musto.com , DJohnson@musto.com, SRussell@musto.com or call +44 (0) 1268 491 555
Where can I shop for Musto?
We operate through our own stores (Musto Stores), our website www.musto.com, as well as a number of other retailers. Further information can be found by using our Store locator.
Where else can I buy Musto in the UK?
From Musto stores, outlets, franchises and stockists. Please use the Store locator to help you with your search, it will tell you what ranges the stores stock too.
Where can I get store details and opening hours?
We operate through our own stores (Musto Stores) as well as a number of other retailers. To find your nearest store, its details and opening hours, please visit our Store locator.
How can I found out which stores carry the product I am looking for?
Unfortunately we do not maintain detailed product lists carried with each of our stores and stockists. However, you can use the Store locator to find your nearest stores and an indication of which ranges (namely lifestyle, sailing, shooting and equestrian) the store carries.
Can I buy Musto overseas?
Yes, use the Store locator, by selecting the desired country, to find a local shop or visit one of our partner’s websites.
How do I use Musto.com?
Shopping online with Musto is straightforward and convenient. Click here for a guide on how to use this site.
Are my details secure?
Shopping on Musto.com is as secure as shopping in any store. Your credit card details will be encrypted to help keep them secure. Please note that in the interest of security, Musto will never ask for your full username, password or credit card details via email, pop-ups, or for any purpose other than registering or placing an order on Musto.com. See our Security page for more details on how to make your online shopping secure.
How can I pay for my purchases?
You can pay for your purchases online using most major credit or debit cards, including MasterCard, Visa Credit Card, Visa Debit Card, Maestro, switch and Solo. Sorry we don’t accept cheques or postal orders.
Your credit card details will be encrypted to help keep them secure. Please note that in the interest of security, Musto will never ask for your full username, password or credit card details via emails, pop-ups, or for any purpose other than registering or placing an order on Musto.com. See our Security page for more details on how to make your online shopping secure.
What should I do if my credit/debit card was refused while placing an order?
If your credit or debit card was refused while placing an order on Musto.com, please re-submit your order using a different card. For details on why your card was refused, please contact your card issuer.
Can I purchase Musto gift vouchers online?
Gift vouchers are available in store only.
Can I redeem Musto gift vouchers online?
Gift vouchers cannot be used as a method of payment on this website at present.
How can I view and update my account details?
Once you have registered, you can log in to your account and update the personal details you have saved, including changes to your email or address details.
Registering with Musto.com is quick and easy, and will make your visits to Musto.com even more convenient. Click here to register or update an existing account.
What happens if I forget my password?
If you have forgotten your password, all you need to do is enter your email address on the My Account page and click the "forgotten your password link?" and we will email you your password information. Then simply follow the instructions in the email to change your password.
Will this site work on my browser?
You should be able to access this website using any browser but the user experience provided may be of a better standard if using one of the following browser versions:
PC:
Internet Explorer 6 and 7
Firefox 2
Mac:
Safari 419.3
You may download the latest browser versions of Internet Explorer from:
Internet Explorer 7
(Musto.com is not responsible for the content of external websites. This link will open a new window.)
You may download the latest browser version of Firefox from:
(Musto.com is not responsible for the content of external websites. This link will open a new window.)
You may download the latest browser version of Safari from:
www.apple.com/safari/download/
(Musto.com is not responsible for the content of external websites. This link will open a new window.)
Why Register?
Registering with us will make your online visits to Musto.com even quicker and easier. By registering, you will be able to save important information such as your delivery address and alternative delivery addresses so that these details need only be entered once. You can track your orders and see your order history. All of this information is saved on our secure servers for complete safety.
Registering with us can also help us understand the types of products and offers that interest you. If you sign-up to receive our email newsletter, you will be the first to know about all the latest special offers and sales at Musto.com. Click here to register.
Do you offer a warranty on your products?
Musto garments provide sporting users with high standards of comfort and protection for all conditions. Musto strives to produce garments that are free of defects in either workmanship or materials. Should any garment carrying a swing ticket featuring The Musto Promise, develop such a fault within its reasonable working life, Musto will, at our discretion, replace or repair the garment free of charge. Simply take the garment to the stockist or store who supplied it, with your proof of purchase. This Promise applies to the original purchaser only and does not affect your statutory rights.
How do I register my purchase?
With the advent of the new transactional Musto website we no longer take online product registrations, sorry. Swing tickets asking you to register your purchase online are being phased out. If your swing ticket gives you the option to post us your registration please feel free to do so. Please rest assured that not registering your product will not affect your warranty or statutory rights in any way. If you would like to be among the first to hear about Musto's latest product news and promotions you can register online or update your subscriptions, if you're already registered, by using the My Account section.
How can I get a Musto catalogue?
We do not have a catalogue for spring summer 09. You will find our full product selection on the website. For more details on how to use this site click here.
Why do your products change?
Musto pursues a policy of continual development and improvement; certain products, their price, branding and specification may be changed without prior notice.
Every effort has been taken to ensure that the colours shown on this website are as accurate as possible.
What is Team Sales/Corporate Sales?
A special division of Musto Ltd, specifically created to work with teams, events and individual boats to provide for their needs in technical, casual or uniform clothing.
Musto Team Sales/Corporate sales supply the quantities and sizes needed and, most importantly, arranges for customisation such as special logos and prints. For more details, see our Team Sales section of the website, or contact AMunro@musto.com , DJohnson@musto.com, SRussell@musto.com Or call +44 (0) 1268 491 555
Are my details secure and confidential?
Shopping on Musto.com is as secure as shopping in any store. Your credit card details will be encrypted to help keep them secure. Please note that in the interest of security, Musto will never ask for your full username, password or credit card details via email, pop-ups, or for any purpose other than registering or placing an order on Musto.com. See our Security page for more details on how to make your online shopping secure.
Who should I contact if I am having technical trouble with the website?
Please email webbackoffice@musto.com with details of the trouble you are having. We will endeavour to respond within 1 working day.
Who should I contact to become a new UK stockist or International distributor?
We are always looking to extend our distribution in the UK and internationally. Click here for more information and contact details.
How do I update my store details?
Complete this form and email to: webbackoffice@musto.com
How can I place an order?
If you are a consumer, you can shop online (click here for guide) or by going to a store, see Store locator for nearest store. If you are a UK stockist, please call the sales office on +44 (0) 1268 495 800 any time between 9am and 5pm, Monday to Friday, excluding public holidays. Of you are an international stockist please place your order directly from our Distributor (click her for Distributor details)
How do I get in touch with accounts?
If you are a stockist and need to contact our accounts department please email salesledger@musto.com or phone +44 (0) 1268 495843 any time between 9am and 4pm, Monday to Friday, excluding public holidays.
Contact us
If you can't find the information you're looking for on this page or any of our other customer services pages, you can contact us by email, phone, post or by using this form.
In order to get the quickest answer possible, please use the appropriate contact details below.
Customer service hours
9am - 5pm Monday to Friday
For general online enquiries or order enquires that you have already placed:
Email: customerservice@musto.com or use this form
Customer Services: +44 (0) 1268 495 824 any time between 9am and 5pm Monday to Friday, excluding public holidays.
(For security and training purposes, telephone calls to and from Customer Service Centres may be recorded and monitored)
For general company enquires or contacts: +44 (0) 1268 491 555 our main switchboard number.
For feedback about our website:
Email: customerservice@musto.com
For trade enquiries (potential new stockist or international distributor only):
Email: ukwholesale@musto.com OR international@musto.com
Please click here to find one of our international distributors.
All enquires can be posted to the address below. Please ensure you mark your letter for the attention of the appropriate department as described above.
MUSTO Limited, Christy Way, Laindon, Essex SS15 6TR, England
Registered in England No. 1004420