MUJI Customer Service

Frequently Asked Questions

Returns & Refunds

Do I have to pay to return an incorrect or defective item?
If you receive a faulty or defective item, please contact If possible, please also send us a photo of the damaged goods.
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

Can I exchange my online purchase in store?
Online purchases can be exchanged within 14 days (from receipt of the goods) at any MUJI stores within Germany. Please note that exchanges in our stores will only be accepted for goods of equal or greater value and no refunds will be possible. For an exchange, please bring your delivery note or invoice that was included with your order.
How long does it take to process my return?

The processing of returns can take up to 4 weeks.

Please also consider the shipping time for your return to us.

If you have not received any feedback on your return or refund after 15 days, please contact us at
The refund will be made using the same payment method that you chose when placing your order and the processing time may vary depending on the bank.