Returns & Refunds
What is MUJI's Returns Policy?
Returns must be processed through the Big Blue Returns Portal. Simply click the link below and follow the instructions:
https://returns.bigblue.co/muji-eu
*Please note, a return fee of 9.95€ will be deducted from your refund amount. If your return includes multiple parcels, each must be registered separately to generate individual return labels. If you are returning items from separate orders, each order must be registered and returned separately. For furniture returns, please contact our customer service team for further assistance.
Online returns policy:
We hope you are satisfied with your purchase. If you wish to return any products purchased from us, we will gladly refund the purchase price if the product is in a fully resalable condition (in its original, undamaged packaging). Returns should be made within 14 days of receiving your order.
Once we receive your return, we will process the refund as quickly as possible.
Please note that items purchased online cannot be exchanged or refunded in our stores.
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.
Furniture, defective or incorrectly delivered items:
If you wish to return any furniture items, defective or incorrect items, please contact our customer service at: kundenservice@de.muji.eu.
Shipping costs for return:
If the reason for the return is a defective or incorrect item, we will cover the return shipping costs according to public shipping rates.
For all other returns, the shipping costs are at your expense or if returned using the Big Blue Portal, the fee will be deducted from your refund amount.
Do I have to pay to return an incorrect or defective item?
If your order arrives defective, damaged or if you receive the wrong item, please contact our customer service team at: kundenservice@de.muji.eu for further assistance. We will cover the return shipping costs based on public shipping rates.
For all other returns, the shipping costs are at your expense or if returned using the Big Blue Portal, the fee will be deducted from your refund amount.
Can I exchange my online purchase in-store?
Items purchased online cannot be refunded or exchanged in-store. Returns must be processed through the Big Blue Returns Portal. Simply click the link below and follow the instructions:
https://returns.bigblue.co/muji-euHow long does it take to receive my refund?
Please note that if your delivery tracking shows “delivered,” this means the parcel has arrived at a local warehouse and is awaiting to return to our central warehouse for final processing. It does not indicate that the return has already been completed.
Once the warehouse has finished processing the return, the refund request is registered in MUJI’s internal refund portal.
We will send you a confirmation email once your return has been fully processed.
This timeframe includes:
- Up to 23 working days for the returned parcel to be delivered to our warehouse and processed by our warehouse team.
- Up to an additional 2 working days for MUJI to complete the refund once the return has been processed. Once the refund is completed, it will be issued to your original payment method.
Cancellations & Right of Withdrawal
Cancellations & Right of Withdrawal
Customers have the right to withdraw from their purchase within 14 days of receiving the goods. To exercise this right, please contact Customer Services or follow the return instructions below.
Returned items must be sent back in accordance with our Returns Policy and in their original packaging.
If you decide to keep any items from your order, your refund will be adjusted accordingly, and the initial delivery charge may not be refunded.
Please note that items purchased online cannot be returned, refunded, or exchanged in store.
Standard Parcel Orders
Once your order has entered our fulfilment system, it cannot be cancelled before delivery. You can return your order in one of two ways:
-
Receive the delivery and return
Accept the delivery from the carrier and process a return through our returns portal. - Refuse the delivery
If the carrier offers this service, you may refuse delivery of the parcel. The parcel will be returned to us. Please note that not all carriers offer this option.
Furniture & Large Items
Furniture and large-item orders are delivered separately from standard parcel orders.
Before dispatch
If your order has not yet been dispatched, we may be able to cancel the order and arrange a full refund. Please contact Customer Services as soon as possible.
If you are contacted directly by our delivery partner to arrange a delivery date, please inform them that you wish to reject the delivery and do not book a delivery date.
After delivery
If your order has already been delivered, please contact us to arrange a collection.
Refund
Returns can take up to 23 working days to be sent back to our warehouse. Once we receive your returned order at our warehouse, we will process your refund, including your original standard delivery charge. Your refund will then be processed within 2 – 5 business days of receiving your return.
If you use our returns service, a return shipping fee of €9.95 will be deducted from your refund for standard orders.
For furniture and large-item returns requiring collection, a collection fee equal to the original delivery charge will be deducted from your refund.