FAQs

Once your order is ready to ship, you will receive a shipment notification via email with your tracking number(s). Click on the tracking number to access the courier's website for detailed tracking updates. General tracking is also available through the order page and the Shop app.

Please note that some items in larger orders or larger, oversized items may ship separately. All tracking numbers will be provided via email.

Check your spam/junk folder just in case.

Home Delivery Furniture Orders

Appointments will be arranged directly with the delivery team after your order is placed.

No, but we would be happy to hear about products you're interested in!

Reach out via our contact form with a link to the MUJI product you're interested in (if available in another country) or let us know which item (if you know the name / SKU). We would be happy to share your interest with the team, and if a popular request, we may be able to stock it!

Enjoy a faster shopping experience at MUJI.us when you create an account. You will also have access to:

• order history
• easy access to edit or cancel your order (within 4 hours after your order is placed)
• faster checkout with saved shipping addresses
• wishlist creation
• automatic opt-in to MUJI Rewards. Earn points on your purchases and get birthday rewards!

If you do not receive an Order Confirmation email, your order was likely not successfully placed. Please wait 5-10 business days, depending on your card issuer's processing times, for the temporary authorized hold to remove itself from your financial statement.

If a new charge appears after 2 business days of your original attempt to place an order, please send us an email at help@muji.com or reach out via our contact form. There may be a typo with the email used.

Damages or issues found in your received package must be reported within 7 days of marked delivery in order to be eligible for any refunds, replacements, or exchanges.

Reach out via our contact form or email us at help@muji.com with the following information so we can assist:

• Full Name
• Order #
• Clear photos of the following:
  • Product tags/stickers showing the product name & barcode SKU #
  • Damages on the affected item(s)
  • Damages on the outside packaging
  • Your physical packing slip (invoice)
• Quantity per affected item
• Your feedback (this will be used for future consideration):
  • How were the items packed? Were other similar items packed the same way?
  • Was there any other packing material or padding used to keep the item(s) from moving around?

Lost packages or other issues found with your order must be reported within 7 days of marked delivery in order to be eligible for refunds or replacements.

Before you contact us, please check & confirm:

• your tracking number via the courier website and confirm delivery to your address.
• verify the photo proof of delivery (if available) available on the tracking page. Is this your address? Do you recognize the area shown?
• your physical surroundings, including:
  • your property or building
  • neighbors and relatives
  • doormen, concierge, building security, or mailroom personnel
  • your mailbox
    • also check for a key for a shared parcel locker

In case someone may have received your package on your behalf or in error. We will need this confirmation in order to open an investigation with the courier.

Please double check your tracking number in case the courier left it at a local pickup point. You are responsible to pick up your package before it is returned to our warehouse. Orders returned to our warehouse due to a "return to sender" status or delivery failure will be refunded. Please note that shipping & handling fees are non-refundable.

Let us know

If you are still unable to locate your package after searching, please reach out and include the following information:

• Order #
• Affected tracking number (if your order was shipped in multiple shipments)
• Confirm if you've checked your physical surroundings
• Contact details - phone number, email, full name
  Your contact information and order details related to the shipment will be shared with the courier to open a trace investigation to search for your package.

Please inspect your order upon delivery. If for any reason you are unsatisfied with your purchase, you may return the merchandise within 30 days in its original condition. For more information, please refer to our Return Policy page.

All refunds are processed to the original payment method. The refund process may take 5-7 business days upon package arrival to our warehouse and will reflect to your financial statement within 10 business days, depending on your card issuer's processing times.

Kindly note that shipping and handling fees are not refundable.

Products for return must be unopened in original packaging, with the product tag attached and in a resalable condition.

The products listed below are considered FINAL SALE and are ineligible for return/exchange. Please refer to the product page for all final sale indications before purchasing.

Final sale items:

• Furniture (bed frames, mattresses, sofas, body fit cushions, etc.)
• Soft Goods (bedding, duvets, blankets, towels, etc.)
• Innerwear (bras, underwear, etc)
• Food & Beverage
• Embroidered or laser engraved items
• Exchanged items
• Clearance items

Read more on our Return Policy.

Exchanges are unavailable for online purchases. If you prefer items in another color or size, you may return your items and contact Customer Support at help@muji.com or leave a message on our contact form to assist with a new online purchase with discounts/promotions honored from the original order.

Read more on our Return Policy.

Orders placed at MUJI.us for delivery in the USA can be returned in-store to any MUJI USA location under the following conditions:

• Item is eligible under our Return Policy
• You must bring a copy of your invoice/packing slip during your visit

International orders are ineligible for return to MUJI USA store locations.

All refunds are processed by our team and not directly within the store. All refunds will go back to your original payment method. Please allow up to 5 business days for refunds to be issued. You will receive a refund notification once processed. It may take an additional 5-10 business days to reflect your financial statement, based on your card issuer's processing times.

If you have any questions, email us at help@muji.com or reach out via our contact form.

※MUJI U.S.A Limited reserves the right to deny any return/exchange based on the condition of the merchandise and the right to modify its exchange and return policy without notice.

Online orders placed at MUJI.us can be returned by mail to our warehouse in New Jersey. Before sending your package, please review our Return Policy for our conditions for return.

In order to receive a refund, the returned items must be in original packaging, unused with the original product tag. Please ensure a copy of your physical invoice/packing slip is included in your return package.

Send your package to:

MUJI U.S.A. LIMITED
C/O Courier Systems
180 Pulaski Street
Bayonne, NJ 07002

Print your return label here

Please note:

• Any non-MUJI product sent back to our warehouse will be disposed. MUJI is not liable to ship back/replace non-MUJI products.
• Returns for store purchases to our warehouse are not accepted. Mail-in returns for store purchases are ineligible for refund and may be disposed. You will be responsible for any costs to ship the items back to you.
• Mail-in returns to our stores for online orders & store purchases are not accepted and ineligible for refund. You will be responsible for any costs to ship the items back to you.

No, store purchases cannot be returned by mail. You can return your store purchase in-person by visiting any MUJI USA store location. Please review our Return Policy for our conditions for return.

Mail-in returns to our warehouse in New Jersey are available for online orders purchased at MUJI.us only. Online order returns mailed to stores will not be accepted and are ineligible for refund. You will be responsible for any costs to ship the items back to you.

Please note that any return packages for store purchases sent to our warehouse and store locations are ineligible for refund. You will be responsible for any costs to ship the items back to you.

We do not accept returns/exchanges and we are unable to issue refunds for merchandise purchased internationally outside of MUJI USA store locations & online at MUJI.us. For refund requests & product support, please contact the Customer Support team of the country of purchase directly and have your receipt ready. Visit MUJI.com for more information.

Shipping and handling rates are based on the cart subtotal before discount and tax. Some items may have additional shipping handling fees due to the size and fragility of the product. For more information, please refer to our Shipment page.

We ship to Quebec (Canada) and 40 international destinations. To ship to other provinces in Canada, excluding Quebec & The Territories, please visit our Canadian online store, muji.ca.

We are able to ship to Hawaii & Alaska. However, some furniture items are unable to be shipped outside of the contiguous United States.

Read more on our Shipment Policy. Find your local MUJI here. Please read below for FAQs on International Orders.

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

MUJI USA now ships to Quebec, Canada, Mexico, and over 40 countries via our international e-commerce partner, Global-E. For a list of available destinations, please refer to the Shipping Policy page.

Shop at muji.us. To ship items internationally, simply look for the country/currency selector at the bottom right-hand corner of the site and click to switch countries.

All sizing is listed in U.S. sizes. Size charts can be found on product pages. Need more help? Email our Customer Support team at help@muji.com.

We currently accept Visa, MasterCard, and American Express for all international orders. Available options will be presented at checkout.

International shipping rates vary depending on your destination via Global-E supported carriers. For information on delivery times, please refer to the Shipping Policy page. Picing will be provided at checkout.

Please note that delivery times go into effect the business day after you place an order.

Duties (or customs tarrifs) is set by the destination country customs authorities and is determined based on a combination of the country of origin or manufacturing of the goods being purchased and the classification of that merchandise in accordance with a harmonized system adopted and used by the countries that our ecommer partner, Global-E, supports. Value Added Tax (VAT) rates are set by the destination country.

No.When you check out with our e-commerce partner, Global-E, you will be provided with a guaranteed order total in your local currency. The order total presented will be the exact amount that you will be billed by Global-E. There will never be any additional costs billed upon delivery or due as COD charges.

For any questions, please email help@muji.com.

International orders placed at MUJI.us for delivery outside of the USA cannot be returned to any MUJI USA & Canada store location. Return shipping is available at your own cost to our warehouse in New Jersey. Read more on our Return Policy.

Please note that items purchased internationally for delivery to an address outside of the USA are ineligible for exchange. A refund will be processed instead.

The Well-Fitted Beads Sofa (Body Fit Cushion) Covers are intentionally designed without a zipper tab. This is a safety feature to prevent children and pets from toying with it. You can use a paper clip to open and close the cover.

We accept PayPal, Visa, MasterCard, American Express and Discover credit cards.

Due to security concerns, sometimes international credit cards are not accepted by the system. We recommend a US-issued credit card is used when possible.

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

MUJI kitchen appliances, aroma diffusers, aroma ultrasonic humidifiers, clocks, and USB desk fans have a limited 1-year warranty from the date of purchase. This warranty covers manufacturing defects. Incorrect use/handling of the product and general deterioration from regular, ongoing usage is excluded from coverage.

MUJI suitcases are guaranteed by a 2-year limited warranty that covers manufacturing defects, including the shell, wheels, handles, zippers, and many other functional elements of our luggage. This warranty does not cover damage due to the airline. Please contact the airline directly first. Incorrect use/handling of the product and general deterioration from regular, ongoing usage is also excluded from coverage.

All replacements/exchanges are subject to verification of the defect along with proof of purchase by original sales receipt, packing slip, or email invoice.

Online purchases

For items purchased online at muji.us, please reach out via our contact form and provide us with the following information:

• photo of packing slip
• images/videos of defect
• detailed description of defect

In-store purchases

Online warranty support is unavailable for store purchases. Please make a visit to your closest MUJI USA store with the concerning product, stamped warranty form from your original purchase along with your original sales receipt. Our store staff would be happy to check your item and determine the best solution for you.

Gift Cards are now available in MUJI USA for brick-and-mortar and online stores. See more about MUJI Virtual Gift Card.

Alteration services are available for a $5 fee for MUJI denim and chino pants only at select MUJI stores:

New York:

• MUJI Hudson Yards
• MUJI 59th Street

Portland:

• MUJI Portland

Visit our Store Information page for more details. At this time, we do not offer shipping for any customization or alteration services. Please contact the store directly to inquire for the services offered and for questions about order status.

Before Your Visit

Fold your MUJI Denim or Chino Pants to the desired length and secure it with a pin or clip.

We do not offer alterations for any other material bottoms or clothing items to ensure a high quality alteration.

During Your Visit

Have a copy of your receipt/physical packing slip/invoice (proof of purchase) ready when visiting the store. No alteration or customization services will be offered without proof of purchase. You must visit in-store to drop off your MUJI Denim or Chino Pants and pick up your altered bottoms.

The store team will assist you with payment and will provide you with an estimate of how long it will take to complete your request. The fee for alteration services is $5 per pair of MUJI Denim & Chino Pants.

Once ready for pickup, you will be contacted directly by the store team. Please bring the alterations receipt with you during your visit.

Shipping for alterations and customization services are unavailable at this time. Mailed-in merchandise will not be accepted and you will be responsible to pick up your merchandise at the store or have your items shipped back to you unaltered.

After you pick up your altered items, please immediately inspect them. In case you are unsatisfied, let an associate know immediately. All altered and customized merchandise are considered final sale and are ineligible for return/exchange. Read more on our Return Policy.