Frequently Asked Questions

Unavailable/Out-of-Stock items Update:

In the event that any item(s) has become unavailable or out-of-stock during processing, a refund will be issued for any unavailable item(s) on your order. Please note that refunds can take up to 15 working days to reach your account (depending on your bank)

Non- Furniture:

Most orders are dispatched within 2-5 working days. You will receive an email once your order has been dispatched. If your order is sent using Parcelforce or DPD, you will receive an email on dispatch containing tracking details for your order. Please allow up to 5 working days for your order to be delivered through Royal Mail, Parcelforce Signed For service or DPD.

If you have not received your order by the times stated above, please let us know as soon as possible as we will be unable to help you if more than 3 months have passed from the date of dispatch. We are not always able to track your order at every stage of delivery, however we will help track your order for you if you encounter any delays. If you still have not received your order after the normal 5 day delivery period, you can contact our Support team for further assistance.

How is furniture delivered?

MUJI offers a furniture delivery service within the mainland UK. The service and price depend on your location:

Delivery within the M25

Your furniture can be delivered on a future date of your choice. Furniture deliveries are made directly from our warehouse from Wednesdays to Sundays. Customers can specify a delivery day during the checkout but are unable to choose a specific delivery time, however, the driver will call one hour before delivery. The driver will deliver to your doorstep and they cannot help to assemble your furniture or cannot remove old furniture or packaging. If nobody is available to accept the delivery on the pre-agreed date, your order will be taken back to our warehouse and you will be charged for re-delivery. Please inform us if there are any special arrangements, for example if the furniture will need to be carried up more than 2 flights of stairs, or you have a very narrow staircase.

Delivery outside the M25

Your furniture can be delivered within 21 working days (up to 35 working days over the Christmas period), or on a future date of your choice. Deliveries are made from Monday to Friday, and a Saturday delivery can usually be made for an additional charge.

You will receive an order confirmation once your order has been accepted and our national sub-contracted courier company will send a text message once the furniture has been delivered to them to book the delivery. If you are not available on the date they propose in the text message, they will give you a call to arrange a convenient date and this will be confirmed via email. Once you have committed to the day, the furniture can arrive between 8am and 8pm on your delivery day. You will be given a 3-hour delivery window on the day and will be contacted between 30 minutes and one hour before the delivery. The driver will deliver to your doorstep, and they cannot help to assemble your furniture or cannot remove old furniture or packaging. The driver will stay while you check your order. In the unlikely event that there are any issues, they will contact MUJI so that we can arrange a suitable resolution with you.

For any problems that arise once the driver has left, please contact us.

MUJI UK can only ship orders to certain delivery locations within Great Britain and anywhere with a postcode in the UK which covers Northern Ireland, the Channel Islands, and the Scottish Isles.

Furniture Orders can only be delivered to mainland UK

If you did not receive an Order Confirmation email after placing your order, please esure to check if the email has been marked as spam/junk. Adding us to your contacts list can help avoid automatic emails sent to the spam filter. Please contact us if you need any further assistance.

You can also create a customer account with us here, which gives you easy access to view orders you have placed with us.

Online Returns Policy

We hope you are pleased with your purchase. Should you wish to return an item purchased from MUJI Online UK, we will be happy to refund a product if it is in a fully resalable condition with its original, undamaged packaging. Returns must be registered and initiated within 30 days of receipt of your order.

Exclusions & Important Conditions

Before returning an item, please note the following:

• Items purchased online cannot be refunded or exchanged in-store.
• We are unable to accept returns for store-bought items or items purchased from a different MUJI region outside MUJI Online UK. Any such items returned will be sent back to the sender.
• All items must be returned in a fully resalable condition with original, undamaged packaging. Items that are opened, used, or damaged may be refused.
• For hygiene and safety reasons, certain products can only be returned if unopened and unused. This includes, but is not limited to, underwear, bed linen, and personal care products. Items that have been opened or used will not be accepted.

Returning Your Items

Small Parcels (Non-Furniture / Large Items)

Visit our dedicated BigBlue Returns Portal to start the process for unsuitable or unwanted items:

https://returns.bigblue.co/muji-uk

Returns must be made via our designated BigBlue Returns Portal. A £2.95 fee applies per order and will be deducted from your refund.

If returning items from multiple orders, each order must be registered and returned separately. Follow the on-screen instructions in the portal to complete your return request.

Faulty, Damaged, Incorrect, or Missing Items

If you receive a faulty or incorrect item, or an item damaged in transit, please contact Customer Services before arranging a return.

If any items are missing from your order, please contact Customer Services as soon as possible.

Photographs or additional information may be requested to assess the issue and arrange the appropriate resolution.

Exchanges

We are currently unable to process exchanges for online orders. If you would like a different item, please return your unwanted item for a refund and place a new order online.

Partial Returns

If you return only part of your order because items are unsuitable or unwanted, the original delivery charge will not be refunded. The applicable £2.95 returns fee will still be deducted from your refund.

Refunds of delivery charges are only available where the entire order is returned within the 14-day cancellation period, or where items are incorrect, damaged, or faulty. Refunds & Proof of Return

Gift Card Refunds

If your item is eligible for return:

• If you paid entirely with a Gift Card, the refund will be returned to the same card (or a replacement card if the original is unavailable).
• If you paid with a Gift Card and another payment method, the refund will be applied to the Gift Card first, with any remaining balance refunded to your original payment method.
• If no Gift Card was used, refunds will be issued to the original payment method used at the time of purchase.

Proof of Return

Please retain your proof of return and any tracking information until your refund has been processed. We may request this information if there is an issue locating your return.

If your return is lost, we will conduct an investigation with our third-party warehouse and courier partners prior to processing your refund. Customers may be asked to provide proof of return or tracking information to assist with the investigation and refund process.

Return Timeline

Refunds will be issued to the original payment method used at the time of purchase.

Returns are processed at our warehouse within 15 working days of receipt. Refunds are issued by MUJI within 2 working days after return confirmation.
Please allow approximately 17 working days from the date your return is received.

Refund timelines are estimates and may vary due to third-party carriers or processing delays. If your tracking shows ‘delivered’, this means the parcel has arrived at the local warehouse and is awaiting processing; it does not mean the return has been completed. A return is considered received once it has arrived at our warehouse and has been processed through intake. Processing times may be longer during peak periods such as Singles’ Day, Black Friday, Christmas, or promotional sales periods.

-----

Furniture Refund Policy

Please contact Customer Services to arrange all furniture returns. Furniture returns are handled separately and are not processed via the online returns portal.

Unsuitable Items

If you change your mind about a product, please contact us within 30 days of receipt. The product must be unused and in its original, undamaged packaging. We reserve the right to refuse a refund or deduct up to 30% of the original price if these conditions are not met.

Collection & Delivery Charges

Delivery charges are non-refundable for unsuitable/unwanted items. MUJI will arrange collection of the furniture, and the cost of collection, which may be equivalent to the original delivery charge, will be deducted from your refund amount.

Please allow time for the collection to be arranged. Once the item has been received and inspected, any applicable refund or exchange will be processed.

Faulty Items:

If an item is faulty within the first year of purchase, we will offer an exchange or refund. MUJI will cover courier/collection charges for faulty items. Please allow time for the collection to be arranged. Once the item has been received and the fault has been verified, an exchange or refund will be processed as appropriate. This does not affect your statutory rights.

Small Parcels (Excluding furniture and selected large items)

You can track your small parcel orders using the tracking information provided in your dispatch email and any updates shared by our third-party delivery partners.