Everything nail technicians ask us most often, in one place: UK delivery, returns, and how to get the best from your MUSE equipment. If your question is not answered here, email hello@musefile.com and a real person will come back to you.
Ordering and delivery
Do you offer free UK delivery?
Yes. Standard delivery is free on all orders over £99. Below that, shipping is calculated at checkout. Heavier items such as dust extractors and bundles may carry a higher shipping charge because of their weight.
How quickly will my order be dispatched?
We aim to dispatch in-stock orders within 1–2 working days. Orders placed after 1pm, at weekends or on UK bank holidays are processed the next business day. Customised or back-ordered items may need an extra 2–5 working days.
How long does delivery take?
Standard delivery within mainland UK usually takes 2–4 working days. Rural areas, the Channel Islands and our European and US destinations typically take 5–10 working days. These are estimates: courier delays and customs inspections are outside our control.
Which countries do you ship to?
We ship across the United Kingdom, to France, Germany and Ireland, and to the United States.
Can you deliver to a PO box or a parcel locker?
No. Our EFiles and dust extractors contain lithium-ion batteries and require a signature on delivery, so we cannot send orders to PO boxes or parcel lockers.
Will I pay customs charges on an order outside the UK?
When shipping outside the UK the recipient is responsible for import duties, taxes and customs clearance fees. We provide the necessary export documents, but delays at customs are not grounds for cancellation or compensation.
Is my order tracked?
Yes. Every parcel is sent on a tracked service and your tracking number is emailed as soon as your order is dispatched.
My tracking says delivered but nothing has arrived. What should I do?
Please report it to your local police as stolen and send us the incident or crime reference number. We cannot issue a refund or a replacement until we have it, as this protects both of us against fraudulent claims. Once we have the number we will open an investigation with the courier.
Returns and refunds
What is your returns policy?
You can request a return within 30 days of receiving your item, provided it is unused, in its original packaging and supported by proof of purchase. You have 14 days to tell us you intend to return, and 30 days to send the item back.
How do I start a return?
Email hello@musefile.com with your order number, the reason for the return and photos if the product is faulty. If your return is approved we will issue a returns authorisation and a prepaid shipping label. Parcels sent back without authorisation will be refused.
What cannot be returned?
Used bits and sanding bands cannot be returned for hygiene reasons. We also cannot accept personal care goods, hazardous materials or customised products, and sale items and gift cards are non-refundable. EFiles, dust extractors and drills must come back unused and in perfect working order, with all accessories, manuals, dock and charging cables.
My item arrived faulty or incorrect. What should I do?
Check your order as soon as it arrives and contact us straight away. We will put it right by sending the correct item or issuing a full refund. Damage caused by mishandling, dropping or liquids is not covered.
Can I exchange my order for a different colour?
Return the item for a refund and place a new order for the colour or variant you want, subject to stock availability.
How long do refunds take?
Once your return arrives and has been inspected we will email to confirm approval. Approved refunds are processed to your original payment method within 10 business days, and your bank or card issuer may take a little longer to post the credit. If more than 15 business days have passed since approval, please contact us.
The MUSE EFile
How fast is the MUSE EFile?
0–35,000 RPM, shown on a built-in RPM display so you always know exactly what speed you are working at. It runs in forward and reverse with a one-button switch, and has a play/pause button so you can stop mid-service without powering down.
How much torque does the MUSE EFile have?
4.8 Ncm. High torque means little to no pressure is needed, which is more comfortable for your client and puts far less strain on your hands, wrists and shoulders across a full column of appointments.
Is the MUSE EFile cordless?
Yes. A full charge lasts 8–10 hours, so it will see you through a full day of clients. You can clip it to you, lay it flat, or sit it in its dock on your table.
What colours is it available in?
Rose Gold, Black and White.
What warranty comes with the MUSE EFile?
Every MUSE EFile comes with a one-year MUSE warranty.
Do I need a qualification to use an e-file?
Yes. The MUSE EFile must only be used by qualified nail technicians holding relevant e-file training qualifications.
How do I clean my EFile?
Use alcohol-free cleansing wipes or a damp cloth only. Never use acetone or alcohol-based solutions on the machine or the handpiece.
Can I buy a replacement handpiece?
Yes. Replacement handpieces are available to buy separately.
Bits, bands and consumables
Which bit should I use for removal?
The 5-in-1 Carbide is the all-rounder: three grades in a single bit (fine, medium and coarse), suitable for removing gel polish, builder gel in a bottle, hard gel and acrylic, and shaped to take length down. Use it over product only, in forward or reverse.
How often should I replace my e-file bits?
As a guide, by coating: uncoated 2–3 months, gold 4–6 months, rose gold 4–6 months, and black around 8 months. Replace a bit sooner if it starts to drag or run hot.
Can I choose my own selection of bits?
Yes. Build your own e-file bit kit and mix and match the shapes and grits you actually use.
Dust extraction and salon hygiene
Why do I need a dust extractor?
Nail technicians are exposed to fine dust every working day. The MUSE Dust Extractor uses powerful suction and HEPA filtration to draw airborne nail dust and uncured product particles away from you and your client before they can be breathed in or settle on the skin.
Training
Do you offer e-file training?
Training is run separately through MUSE Educate at museeducate.com. The equipment sold here on MUSEfile.co.uk is intended for qualified nail technicians.
Still need help?
Email hello@musefile.com and a real person will come back to you.