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FAQ

FAQ

Who is the Mail Order option available to?

This service is available to customers in all major metro states in Australia.



How To Order?

Step 1 - View our range of products offered on this website.


Step 2 - Add desired item(s) to cart, provide your personal details and checkout as per normal. The platform accepts payment through Mastercard, Visa, American Express debit/credit card.

Step 3 - Once order received, MUJI Australia will send out a order confirmation email.

Step 4 - Last but not least, we will also send out another email containing shipment tracking number once order has been shipped. For in-store collections, one of our team members will contact you shortly once item(s) are ready for collection.



Can I request to order items unavailable on the website?

During this period, our team is continually updating the MUJI With Ü website with essentials available for purchase but if there is something particular you are wanting, get in touch with your request and we will do our best to help you.



SHIPPING

Shipping Policy

We are currently experiencing high volume of orders for our products hence causing slight delays in processing online orders. Please know that we are working through all orders as quickly as we can. All orders are sent from Australia and are packed and dispatched within 10-14 business days after payment clearance during this period, we will definitely notify when your order is on its way.

NSW DELIVERY UPDATE - COVID-19 restrictions are impacting our delivery operations in NSW. We remain fully committed to delivering your online order to you safely and quickly as possible however delays may be experienced as a result. We hope to resolve this matter in two weeks, and we will continue to provide updates whenever we can. Thank you for your patience and kind understanding.

MUJI Australia ships all orders within Australia via an allocated courier company of MUJI Australia’s choosing at a standard flat rate of $15 per order. All purchases made on weekends and public holidays will be processed on the following business day.

*Big and bulky items (e.g. furniture, bead sofa) will incur additional delivery charges beyond standard rates listed above. Shipping rate for those large items will be calculated during checkout.

Once your order is shipped, you will receive a shipping confirmation email.

* Shipping times are a guideline and subject to change. You may experience slightly longer delivery times especially during this period, harsh weather circumstances, or due to other courier delivery issues that are unforeseen or unavoidable events beyond MUJI Australia’s control.

**We are unable to deliver to PO boxes, parcel lockers or Post Offices. We thank you in advance for your understanding of this policy.

Shipping & Delivery Rates

MUJI Australia ships all orders within Australia via an allocated courier company of MUJI Australia’s choosing at a standard flat rate of $15 per order. All purchases made on weekends and public holidays will be processed on the following business day.

*Big and bulky items (e.g. furniture, bead sofa) will incur additional delivery charges beyond standard rates listed above. Shipping rate for those large items will be calculated during checkout.

**We are unable to deliver to PO boxes or Lockers. We thank you in advance for your understanding of this policy.

Terms & Conditions

*Please note delivery can take 10-14 business days from dispatch date. Please note that shipping times are a guideline and subject to change. You may experience slightly longer delivery times especially during this period, harsh weather circumstances, or due to courier delivery issues that are unforeseen or unavoidable events beyond MUJI Australia’s control.

**We are unable to deliver to PO boxes or Lockers. We thank you in advance for your understanding of this policy.

***Please note that we do not offer international delivery at this stage.

Pre-Order Fulfillment & Delivery

From time to time, we offer selected products available for pre-order online.

PRE-ORDER: These are items that are not available and/or are currently sold-out from our physical/online shop with inventory arriving soon. Pre-order or back-order is placing orders in advance which requires a payment from a customer interested in procuring the said item/product. Full payment is required to secure the pre-order.

Please note, if you purchase any additional items with your pre-order, they will ship together. Your entire order will be shipped once your pre-order has been received. We are constantly trying to reduce our carbon footprint (as well as yours), which is why we cannot split any additional items into separate parcels, in an effort to limit shipping emissions.

EXCHANGES & RETURNS

Refund & Exchange Policy

We offer a refund or exchange for change of mind up to 30 days after the purchase date.

This excludes face masks, drinks, innerwear garments including socks, packaged shirts, innerwear, underwear, pillows, bed accessories (eg. bed linen, pillowcases, mattress toppers, blankets, duvets), cushions & cushion covers, and skin care products from the Health & Beauty range due to hygiene reasons. In addition, this also excludes furniture & mattress items and MUJI books.

Products must be in the same condition they were purchased in. All packaging and tags must be returned for a refund or exchange to be accepted. Such refunds and exchanges can only occur once.

Postage cost for all returns and exchanges due to a change of mind is at the customer’s expense.

Inspections on electrical products are welcome, and upon inspection appropriate actions will be made. Please submit a contact us or a returns request and our mail order team member will arrange it with you. If the inspected item is not faulty, no refund and exchanges will be made and the postage cost to and from the store of inspection will be at the customer’s expense.

There are no refunds or exchanges on MUJI items that have been purchased outside of MUJI Retail (Australia) Pty Ltd locations. After the 30 days have passed, you can choose a refund or exchange if an item has a major problem.

This is when the item:

• Has a problem that would have stopped someone from buying the item if they had known about it

• Is unsafe

• Is significantly different from the sample or description

• Does not do what we said it would, or what you asked for and can’t be easily fixed. Alternatively, you can choose to keep the item and we will compensate you for any drop in value. If the problem is not major, we will repair the item within a reasonable time. If it is not repaired in a reasonable time you can choose a refund or replacement.

Please keep your proof or purchase – eg. Your receipt.


Thank you for shopping with us!

How do I return my Mail Order purchase if the stores are closed?

We will extend our returns policy during the period of time we are closed. Once the stores re-open for trade, you will be able to visit us to return or exchange your product. If you have purchased an item using the Mail Order operation, you can have the option of either mailing it to your local store or visiting them to arrange the return or exchange.

Secure transactions

Transactions are handled with bank-grade security.

Simple checkout

Our secure checkout is quick and easy to use.

Get in touch

Have questions? Get in touch with us at any time.

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