Frequently Asked Questions

Important Notice: Change in Return 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

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.

We ship to all EU countries, except Finland, Ireland & Poland – Coming soon in 2025.

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.

You will receive further tracking information about the status of your shipment from the shipping service provider by email.

Orders should generally reach you within 10 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 customer service team 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.

Once your order has been shipped, you will receive an email with tracking information. You can use that tracking number to monitor the status and delivery progress of your order.

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