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FAQs

HELP! I can't check out from your website, what should I do?

There are many reason that might effect your shopping experience. Below are some of the solutions we suggested:

  • Ensure you are using Chrome or Mozilla browsers.
  • Try Chrome Incognito View (Ctrl+Shit+N). We recommend saving the items in advance.
  • Check out using PayPal payment method.
You can also place phone order at the below location
East Coast: Chelsea, Cooper Square, Garden States Plaza
West Coast: Hollywood, San Jose, Santa Anita.

Click here for store information.

 

I want to purchase certain MUJI items, but I can't find them at the online store. Is there any way I can purchase items not listed on the website?

Depending on the product availability, we might able to direct you to a store where you can do a phone order. Please feel free to contact our customer service through online@muji.com and provide us with the below information

Product SKU#:
Product Name:
Request Quantities:
Delivery Locations:
Delivery Time:


 

What is your return policy?

Please inspect your order upon delivery. If for any reason you are not satisfied with your purchase, you may return your merchandise within 30 days in original condition. For further information, please refer to Return Policy.

 

How much will it cost to ship my order?

Shipping and Handling rates will be based on the total amount of purchase. Some items might have additional shipping handling fee due to the size and fragility of the product. For further information, please refer to Shipment.

 

Can orders be shipped internationally?

We are able to ship certain products to Canada, Puerto Rico, Hawaii & Alaska. However, some furniture is unable to be shipped outside of the contiguous United States. Please check the product description or feel free to contact our customer service through online@muji.com to confirm we can ship to your destination.

 

Do you ship to APO / FPO or PO Boxes?

We are able to ship those packages via USPS service. The lead time depends on USPS. Please allow 10-15 business days for delivery.

 

What advantages are there for creating a MUJI user account?

If you create a user account at MUJI online, you will enjoy a smarter shopping experience for future orders, including a faster checkout process and the ability to create wish-lists of the items you want most that can be sent to your family and friends.

 

Are MUJI Gift Cards available online?

Gift Cards are not available online at this time. We apologize for the inconvenience it may cause.

 

What forms of payment are accepted for online purchases?

We accept PayPal, Visa, MasterCard, American Express and Discover credit cards. Sometimes international credit cards are not accepted by the system. Please use a US-issued credit card.

 

Do you have a toll-free number?

Yes we do. The number is available only for returns and it can be found on your packing list, invoice and your order confirmation email.

 

I am unable to add items to my cart by pressing the ‘add to cart button.’ My computer jumps to the top of the page and nothing is added. Am I missing something?

As for our website, we are truly sorry for the inconvenience. Since the issue might be from your browser (often times internet explorer), we would appreciate if you could try to process with FireFox instead of internet explorer.

 

I am not sure if I placed an order but I noticed the amount has been deducted from my credit card.

If you do not receive an order number via the email, you did not successfully place the order. The amount deducted on your credit card is temporary. It will disappear in 1-2 business days if the transaction failed.

 

Do you have a toll free number?

Yes we do. The number is available only for returns and it can be found on your packing list, invoice and your order confirmation email.

 

Is it safe for me to pay by credit card over the Internet?

Yes. Our secure server software uses an industry-standard 256 bit SSL(Secure Sockets Layer) and a dedicated IP address to fulfill the requirement for running a highly secure e-commerce environment. For further information, refer to Privacy Policy and Security

My Body Fit Cushion Cover is missing a zipper pull, is it defective?

The missing zipper is an intentional Body Fit Cushion design. In order to open the cover, you have to attach a safety pin onto the zipper pull. This is a child safety feature. The full instructions can be found on the tag of the body fit cushion cover.

 

Where can I find tracking my information?

Generally, you should receive all information regarding the order via email, including the invoice and tracking information from FedEx. If you do not see it also check the spam/ junk folders of your inbox. If you do not receive this email in 3-5 business days please email us at online@muji.com.

 

HELP! My item arrived broken, what do I do?

Please report any anomalies or issues within 7 days. If an item arrives damaged please send an image of the damage with your order number in the subject line to online@muji.com. We will further assist you there.

 

HELP! My order is missing, what do I do?

Please report any anomalies or issues within 7 days. If you received the tracking update that your order was delivered but you did not receive your order please check with any neighbors/ doormen/ mailroom personnel who may have picked up your parcel. If it is still not found please email us with the order number and tracking number.

 

What warranty do your products have?

MUJI kitchen appliance have a limited 1 year warranty. It does not cover depreciation from general use/ damaged from mishandling. Replacement Parts are available for suitcase repairs.

 

I bought an item in store but I can no longer get there, can I return by mail?

If you bought an item in store and need assistance please send us an email with the image of your item and proof of purchase describing the issue. A proof of purchase can be a bank statement. Or if you do not have a proof of purchase, if you know the total/ date/ and location of purchase, that can help us find your transaction number.

 

I have an In-store Pick-up order and want to return, can I return in store?

Yes, in store pick-up orders can be returned in store. Please bring a copy of your invoice and a store associate will assist you.