MUJI Customer Service

Frequently Asked Questions

Frequently Asked Questions

What is MUJI's Returns Policy?

We hope you enjoy your MUJI products.

If you would like to return items purchased from MUJ Online, we will be happy to refund them provided they are in fully resalable condition. The return should be made within a reasonable time (usually 14 days after receipt of your order) and in the original, undamaged packaging. If we determine that the product has not been returned to us in a fully resalable condition, we reserve the right to refuse a refund of the item. This also includes underwear.

Sealed goods are non-returnable.

If you would like to return one or more items, please send them to the address given on the invoice, stating your order number:

MUJI Online

Egellsstr. 21
13507 Berlin

After receiving your return, a refund will be arranged as soon as possible.
Please note that a free return is only possible if the goods are defective or delivered incorrectly.

If you wish to return a product that was ordered in the wrong size or colour, please return the goods as described above.
We ask that you place a new order for your desired size or colour.

Faulty goods:

If your goods have arrived defective or damaged or if you have received the wrong item, please contact

Which Countries does MUJI ship to?

These are the countries we currently ship to:

Czech Republic

How long will my order take to arrive?

General shipment of goods

Please allow us up to 10 business days to process your order. You will receive a confirmation email from us once your order has been dispatched.

We ship with DHL. You will receive further information about the status of your shipment from the shipping service provider by email.

Delivery within Germany is usually within 2-5 working days, in exceptional cases this can take up to 15 days.

International orders should generally reach you within 5-7 working days but can take up to 28 days in special situations.

If you have not received your order within the given timeframes, please let our support know as soon as possible.

Please contact us about the whereabouts of your shipment only after the above delivery times have expired.

Unfortunately, after more than 3 months from the date of dispatch we are no longer able to assist you with the whereabouts of your shipment.

Please note that we cannot give you exact delivery dates as we have no influence on the processes of our shipping service provider.

Why did I not get a confirmation email?

If you find that you did not receive an order confirmation after placing your order, please check your spam folder.

By adding our contact, you can prevent automatic emails from being caught in the spam filter.

If you still cannot find your order confirmation, please contact us so that we can send you a new confirmation.

You can also set up a customer account with us, which gives you easy access to orders that you have placed with us. You can create an account here.

Can I track my order?

We can provide tracking information from the time of shipment via DHL.

For further information and details please contact

Please note that you will probably receive another email with shipment details from DHL within 24 hours of our shipping confirmation.