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 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 15 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 15 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 will be pleased with your purchase. Should you wish to return anything bought from us at MUJI Online UK, 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 30 days from the receipt of your order.

Please note that items purchased online cannot be refunded or exchanged in-store.

Unsuitable Items

It's now easy to return your online order, simply visit our dedicated DPD Pickup Returns Portal to start the process. Please note, a £2.95 returns fee will be deducted from your refund amount. Maximum parcel weight and dimensions apply = 20kg,1.2m in length.

1. Click here for our DPD Pickup Returns Portal and enter your details.


2. Generate and print your return label. If you can't print at home, Post Offices and selected drop-off locations can print labels for you, simply select ‘Paperless - print in store’.


3. Pack your items securely with a copy of the order form. If the original order form is no longer available, please use one of the options below:
   1. Print and complete a copy of the Returns Slip.
   2. A clear handwritten note with the following details: Order ID, Customer Name, Contact Telephone Number, Email Address and Reason for the Return.


4. Returns can take up to 15 working days to be processed once we have received your parcel at the warehouse.

Faulty, Furniture & Large Items:

Please contact Customer Services if you would like to return any faulty, furniture or large items and a member of the team will be happy to assist with your returns query.

Exclusions:

If the item has not been returned to us in a fully resalable condition, we reserve the right to refuse a refund (this includes underwear and bed linen).

Please do not return any store-bought items or any items purchased in a different region to MUJI Online UK. We will be unable to process these returns and the package will be returned to the sender.

Please note that items purchased online cannot be refunded or exchanged in-store.

Delivery for Returned Items:

Please retain proof of postage or DPD Pickup receipt for all returns.

If your returning parcel is lost whilst being returned to us, please do not contact DPD as your contract for the return is with us at MUJI.

If you have not received an email stating ‘Return Delivered/Completed’ within 10 days of dropping off your parcel, please contact us and we will investigate this with DPD.

Please note that a refund of the delivery charge will be given only for incorrect, damaged, or faulty goods, but not when a product is unwanted or unsuitable. This does not affect your statutory rights as a customer.

Furniture Refund Policy

Please contact Customer Services to arrange any furniture returns.

Unsuitable Items:

If you change your mind about a product, please contact us within 30 days of the product being received. The product should be returned unused and in the original undamaged packaging, otherwise we reserve the right to refuse a refund, or deduct a charge (which will be no more than 30% of the original price). There will be no refund for the delivery charge, and you will be charged for collection of the product.

Faulty Items:

If an item is faulty within the first year of purchase, we are happy to issue an exchange or refund. MUJI will cover the courier charges for items that need to be returned to us. This does not affect your statutory rights.

Unfortunately, we are unable to provide tracking information for small orders sent via Royal Mail 1st Class.

However, if your order has been sent using via Parcelforce or DPD, you will receive an email on dispatch containing tracking details for your order.