Frequently Asked Questions

Important Notice: Change in Return Policy

For orders placed before 25 September 2024:

If you wish to return one or more items, please return to the MUJI Germany Online Store (address below) and remember to include your order number.

MUJI Online, Retourenabteilung, Egellsstr. 21, 13507 Berlin.

For orders placed on or after 25 September 2024:

Returns must be processed through the Big Blue Returns Portal. Simply click the link below and follow the instructions:

https://returns.bigblue.co/muji

Online Returns Policy:

We hope you will be pleased with your purchase. Should you wish to return anything bought from us, we will be happy to refund a product if it is in a fully resalable condition (with its original and undamaged packaging). Returns should be made within 14 days from the receipt of your order.

Once we have received your return, we will process your refund as quickly as possible.

Please note that items purchased online cannot be refunded or exchanged in-store.

Defective or Incorrect Items:

If your order arrives defective, damaged or if you receive the wrong item, please contact our customer service team at: kundenservice@de.muji.eu.

Return Shipping Costs:

If the return is due to a defective or incorrect item, we will cover the return shipping costs based on public shipping rates.

For all other returns, the shipping costs will be at your expense.

These are the countries we currently ship to:

Germany
Austria
Belgium
Netherlands
Czech Republic
Louxemburg

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.

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.

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

For further information and details please contact kundenservice@de.muji.eu.

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