At MUJI Australia, we value our customers and want you to be satisfied with your purchase. We offer an exchange or refund on most items purchased from muji.com.au.
Return and Refund Policy
Items purchased from muji.com.au must be returned via post to our warehouse within 30 days of purchase date providing that the merchandise is unworn, unwashed, unused, sealed and in its original condition with all tags, stickers intact and in the original packaging. Such refunds for items purchased online cannot be processed in-store.
Once we receive the return, please allow up to 3 business days for your return to be processed. The refund will be issued in the form of the original payment method. Shipping and handling costs are non-refundable. Once the refund has been processed, it can take up to 10 business days for the funds to show in your account depending on your payment method or card issuer.
Please note that customers are responsible for all shipping and handling costs incurred for change of mind return. If you have selected to receive a $11 pre-paid return label from MUJI and your return is deemed as 'change of mind', the cost of the label will be deducted from your refund total.
Note: Change of Mind including but not limited to size too small/too large, do not like the product, no longer need. etc.
Exclusions
For hygiene, safety and other reasons, change of mind returns and exchanges are not accepted on the following:
- Innerwear (including packaged shirts, underwear, and socks);
- Cosmetics, skin care, hair care, body & personal care;
- Food & drinks;
- Furniture (including beds, mattresses, living room furniture, dining furniture, and shelving units);
- Personalised item and gift packaging;
- Mottainai & Ex-display items.
Exchange Policy
To exchange an order online, simply return your item for a refund and place a new order for your preferred item. This is only eligible on orders purchased online from muji.com.au.
Items purchased from muji.com.au can be exchanged in our MUJI stores within Australia for any product equal value or higher. Exchanges are also subject to the following terms and conditions:
- Merchandise is returned for change of mind within 30 days from the date of purchase;
- Valid proof of purchase is accompanying the returned merchandise (receipt);
- The merchandise is unworn, unwashed, unused, sealed and in its original condition with all tags, stickers intact and in the original packaging.
Such refunds and exchanges can only occur once.
Due to various reasons such as health, hygiene and safety reasons, our change of mind policy does not apply to the following merchandise:
- Innerwear (including packaged shirts, underwear, and socks);
- Cosmetics, skin care, hair care, body & personal care;
- Food & drinks;
- Furniture (including beds, mattresses, living room furniture, dining furniture, and shelving units);
- Personalised item and gift packaging;
- Mottainai & Ex-display items.
We will provide you with an exchange for any of these items based on the below conditions:
If we consider that the product has a major failure under the Australian Consumer Law (eg. the product is unsafe, does not fit the description or is not fit for purpose) or the product has a minor failure under the Australian Consumer Law (eg. the product's packaging is damaged but does not affect the safety or use of the product), we will provide you with our choice of a refund or exchange.
Where a product is damaged through misuse, accident or abnormal use, the Australian Consumer Law or any manufacturer’s warranty may not apply, and MUJI Australia may choose not to provide a refund or exchange.
Faulty or Incorrect Items
If you receive a faulty, damaged or incorrect item, please submit an enquiry via our Contact Us form.
Once sufficient evidence is provided, you’ll be issued a return label free of charge, and you can choose between a replacement or a full refund.
Please Note: With wooden products, natural variations in grain, pattern, and tone can occur, and are not considered a fault or defect.
Return Shipping Costs
Return postage is the responsibility of the customer unless the item is faulty. You can post your return using a $11 prepaid return label, which will be deducted from your refund.
If you would like to post the return at your own expense we can provide the address, please submit an enquiry via our Contact Us form.
- For high-value items, we strongly recommend purchasing extra cover, as MUJI cannot take responsibility for any loss or damage once the parcel has been sent.
- Please provide us with the tracking number so we can assist in monitoring the return.
No return fee will be deducted if you choose to post the item back at your own cost.
How to Submit an Online Return Request
- Submit an online Return Request here using the same email address used to place your order and the relevant order number. One returns request should be created for each parcel to be returned.
- You’ll receive a confirmation email with an AusPost QR code, tracking number and your $11 prepaid label (this will be deducted from your refund).
- Post your return with the prepaid label provided.
- Once your return arrives back at the warehouse, we will process your refund.
Refunds are processed within 3 business days of receiving your return in original condition. Original shipping and return postage fees are non-refundable.
Order Cancellations & Amendments
Due to the fast-paced nature of online retail, we may not be able to cancel or make any amendments to any online order before it is dispatched. Amendments may include but are not limited to:
- Change of delivery address
- Full order cancellations
To avoid any delivery-related issues, please ensure all details provided are full and correct at the time of order placement.
You can only request a cancellation or amendment within 1 hour of placing your order.
After this time, your order will begin processing at our warehouse.
If you need to make a change of address or cancel your order within 1 hour of placing it please access our orders portal here using the same email used to place your order. Click on the order you would like to amend and follow the relevant prompts to make any changes. If it is beyond the 1 hour time frame you will not be able to make any changes to the order.
Return to Sender Orders & Incorrect Addresses
To minimise issues and additional costs, please ensure all address details are correct at the time of placing your order.
If an order is returned to us due to an invalid address or failed delivery:
- We will attempt to contact you to arrange re-delivery at an additional shipping cost
- If you do not respond within a reasonable time or decline a re-delivery, we reserve the right to cancel and refund your order, less the original shipping cost
Delivery
Shipping Methods & Costs
- Standard Delivery: $10.95 flat rate
- Free Delivery: For orders over $100 (excluding bulky items like furniture and bead sofas)
Additional delivery fees apply for bulky items and will be automatically calculated at checkout based on your order and location.
Estimated Delivery Times
- Orders are dispatched within 3 business days
- Orders placed on weekends or public holidays are processed the next business day
- Delivery times vary by location and may be affected by factors beyond our control, such as courier delays or peak sale periods.
How to Track Your Order
Once your order has been dispatched, you’ll receive a shipping confirmation email with your tracking number.
You can track your delivery via the assigned courier’s website:
- Orders are sent via Australia Post or Aramex, depending on your order size and delivery location.
If delivery isn’t possible, a calling card or notification will be left at your address or emailed with instructions for collection or re-delivery.