Returns & Refunds

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.

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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.

Please retain proof of postage or your third-party courier drop-off receipt for all returns.

If your returned parcel is lost in transit, please note that your contract for the return is with us at MUJI. We therefore kindly ask that you contact MUJI directly rather than the courier service, so we can support you in resolving the issue.

If you have not received a confirmation email stating “Return Delivered/Completed” within 10 days of dropping off your parcel, please contact us and we will investigate this on your behalf.

Please note that a refund of the delivery charge will only be provided in cases where goods are incorrect, damaged, or faulty. Delivery charges are not refundable for unwanted or unsuitable items. This does not affect your statutory rights as a customer.

We are unable to process refunds or exchanges for online purchases in stores.

For faulty items purchased online, please contact us for further assistance.

Please note that stores are unable to process refunds or exchanges for online purchases that are faulty or unsuitable.

We are sorry to hear that you have received an item that is not in good condition.

If your item is damaged or faulty, we will provide a replacement (depending on stock availability), or a refund based on your preference.

Please contact our Customer Services team for further assistance.

To return an unsuitable or unwanted item, please use our dedicated BigBlue Returns Portal:

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

Follow the on-screen instructions to complete your return request. A £2.95 returns fee will be deducted from your refund.

If you are returning items from separate orders, each order must be registered and returned separately.

Items must be returned in fully resalable condition with their original and undamaged packaging. For hygiene reasons, certain items, such as underwear and bed linen, must be unopened and unused.

Please note that online purchases cannot be returned in-store, and returns of store-bought items or items purchased in other regions cannot be processed online.

Once your return is received at our warehouse, it may take up to 15 working days to process, and refunds will be issued within 2 working days after confirmation. Please retain your proof of return and any tracking information until your refund has been processed.

If you have any queries regarding the MUJI Food item you purchased, please contact Customer Services and the team will be happy to help.

Electronic waste is one of the fastest growing waste streams and much of it can be recycled to make new consumer goods. The UK's Waste Electrical and Electronic Equipment (WEEE) and Waste Battery Regulations require that all retailers both actively assist in delivering a UK wide WEEE and Waste Battery collection infrastructure and encourage their customers to participate in recycling.

MUJI are offering free in-store take back service so you are able to take your electrical items/batteries (that was purchased from any retailer) to our stores. You must ensure that the product is clean and safe, i.e. no broken glass or sharp edges. We reserve the right to refuse products that are not presented in a clean and safe manner.

All new electrical and electronic products now carry the 'crossed out wheelie bin' logo (below) to help you identify which products are recyclable. You do not need to have purchased new equipment to be able to recycle your old appliances. The products are sent to our recycling centre for processing.

*We reserve the right to refuse products that are not presented in a clean and safe manner.

Refunds may take up to 17 working days from the date your return is sent back to us.
Once your return has been received and processed by our warehouse team, the refund request is registered in MUJI’s internal refund system.

We will send you a confirmation email once your return has been fully processed.

This timeframe includes:

• Up to 15 working days for the returned parcel to be delivered to our warehouse and processed by our warehouse team.
• Up to an additional 2 working days for MUJI to complete the refund once the return has been processed. Once the refund is completed, it will be issued to your original payment method.

Please note that refund timelines are estimates and may vary due to third-party return carriers or processing delays. Processing times may be extended during peak promotional periods such as Singles' Day, Black Friday, Christmas, and End-of-Season Sales.

We will refund you the price you paid for the products by the method you used for payment.