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FAQ
ORDER QUERIES   DELIVERY QUERIES
Can I place an order over the phone or by email?
How do I cancel or make changes to my order?
Which payment methods are accepted?
Is MUJI's full range available to purchase online?
Why was my card declined?
  How is furniture delivered?
How long will my order take to arrive?
What are the postage costs for Online orders?
Can I track my order?
Which countries does MUJI ship to?
 
RETURNS QUERIES   OTHER
What is MUJI's returns policy?
Do I have to pay to send back a wrong or defective item?
How do I know if my refund has been processed?
Can I exchange my online purchase in-store?
What is MUJI's Waste Electrical and Electronic Equipment (WEEE) policy?
  Where can I make Press Enquiries about MUJI?
How can I find out about new products and promotions?
Does MUJI do gift vouchers or can my company open an account?
 
How long will my order take to arrive?

Non- furniture:
Please allow us up to 10 working days to process your order. You will receive an email once your order has been dispatched. If your order is sent using Parcelforce you will receive an email on dispatch containing tracking details for your order.

UK orders can take up to 15 working days to be delivered through Royal Mail or Parcelforce Signed For service, but should usually arrive in 2-5 working days. International orders should usually arrive in 5-7 working days but on occasion can take up to 28 days. If you have not received your order by the times stated please let us know as soon as possible, we will be unable to help you if more than 3 months have passed from the date of dispatch.

We are not always able to track your order at every stage of delivery but we can try and track your order for you should you encounter any delays. If you still have not received your order after the normal 15 day (for UK orders) or 28 day (for international orders) delivery period has expired, you can contact our Online team at MUJIOnline@muji.eu. We will aim to respond promptly to confirm your order status. Please note that this address will only be in use for delivery queries after the delivery period has elapsed.

How is furniture delivered?
MUJI now offers a furniture delivery service within the mainland UK. The service and price depend on your location:

Delivery within the M25
Your furniture can be delivered up to 10 working days (Up to 14 over the Christmas period), or on a future date of your choice. A member of the team will contact you within a few days of you placing the order to arrange a convenient delivery date. Furniture deliveries are made direct from our warehouse from Wednesday to Sunday. Customers can specify a delivery day but are unable to choose a specific delivery time, however, the driver will call one hour before delivery. The driver will take the furniture into the room of your choice but cannot help to assemble it and cannot remove old furniture or packaging. If nobody is available to accept the delivery on the pre-agreed date, it will be taken back to our warehouse and you will be charged for re-delivery. Please inform us if there are any special arrangements, for example if the furniture will need to be carried up more than 2 flights of stairs, or you have a very narrow staircase.
 
Delivery outside the M25
Your furniture can be delivered within 21 (Up to 35 over the Christmas period) working days, or on a future date of your choice. Deliveries are made Monday - Friday, but a Saturday delivery can usually be made for an additional charge. You will receive an order confirmation once your order has been accepted and our national sub-contracted courier company will send a text message once the furniture has been delivered to them to book the delivery. If you are not available on the date they propose in the text message, somebody will give you a call to arrange a convenient date and this will be confirmed via email. Once you have committed to the day, the furniture can arrive between 7am and 9pm on that day. On the day of your delivery, you will be given a 3 hour delivery window and will be contacted between 30 minutes and one hour before the delivery. The driver will wear foot covers but it is the customer’s responsibility to prepare their home for the delivery (e.g. covering carpets and removing pictures if required).  The driver cannot help to assemble the furniture and cannot remove old furniture or packaging.  The driver will stay whilst you check your order– in the unlikely event that there are any issues they will contact MUJI so that we can arrange a suitable resolution with you.
 For problems which arise once the driver has left, please email MUJIOnline@muji.eu.

 
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© Muji Europe Holdings Ltd 2017 © Ryohin Keikaku Europe Ltd 2017
All product and price information may be subject to change. Any dimensions quoted are for guidance only. Prices and product details should be checked at one of our UK stores before making or requesting any purchases. All electrical items can only be sold in the EU and conform to UK and European guidelines on domestic use. All products are subject to availability. All prices quoted are in Sterling