My Order
Where can I find my invoice?
Are B2B orders possible?
Why was my item canceled even though I was able to order it?
We always strive to ensure that all products shown in the online shop are also available to you.
However, due to high customer demand, it can happen in individual cases that some products may be out of stock. Some products are seasonal and therefore only available for a short time.
If a product you have selected is no longer available at the time your order is processed, we will inform you of this and refund the amount for the non-available items immediately.
Much of MUJI's range is available online, but you can also find different items in our stores.
Why was my payment declined?
Your card may be declined for a variety of reasons, the most common of which are listed below:
- The address does not match the address on the bank records.
- The zip code does not match the bank records.
- The card number was entered incorrectly.
- The card security number or CVS number was entered incorrectly.
- The card is not registered in 3D Secure.
- The type of card you are using is not accepted by us.
Please ensure that you enter your address into the payment system exactly as it appears on your bank or credit card statement, paying particular attention to your house number and zip code.
Unfortunately, we cannot control the authorization process. If the card continues to be declined, please contact your bank who should explain the exact reasons to you.
Your card will not be charged if it is declined even if it appears that way at first. If a card is declined, the amounts intended for the order are temporarily reserved by your bank. Since the order was never processed, the money will not be debited from your account. The reserved funds will be released automatically after a certain time, usually within a few days depending on your bank.
How can I cancel or change my order?
If you wish to cancel your order, please send us an email to kundenservice@de.muji.eu
If you wish to add items to your order, you must place a separate order through the online store.
Which payment methods are accepted?
MUJI offers various payment methods in the online shop. We use Adyen as a secure third-party payment system and accept the following payment methods:
- Credit card (including Mastercard, Visa, Discover, AMEX, UnionPay, JCB)
- AliPay
- WeChat Pay
- Apple Pay
- PayPal
Your card will be charged at the time of ordering.
Adyen is a hosted payment processor that securely processes all payment information.
Payment information such as credit card data is never transmitted to MUJI.
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.
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.