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   The Most Frequently-asked Questions

Q. If I don't pick up my store pickup order placed before February 12, 2025 within 14 days of its arrival at the store, what would happen to my order?
A. If you fail to pick up orders placed before February 12, 2025 within 14 days of its arrival at the store, your order will automatically be cancelled and the full order amount will be refunded to your original payment method. However, if you fail to pick up orders placed on or after February 12, 2025 00:00 within 14 days of its arrival at the store, your order will automatically be cancelled and we will refund the balance to your original payment method after deducting any kinds of handling fees (if applicable) and a logistics fee of HK$30.
Q. What is the return policy of MUJI Hong Kong Official Online Shop?
A. Except as provided in these Conditions or approved by us on a case-by-case basis, no return of any products will be accepted for any purchases from MUJI Hong Kong Official Online Shop. You may be entitled to a return of any products purchased from MUJI Hong Kong Official Online Shop with a fundamental defect or quality issue that is justified and accepted by us in our sole and reasonable judgment.
Q. Are the product price/promotional Offers of MUJI Hong Kong Official Online Shop the same with physical store(s)？
A. MUJI Hong Kong Official Online Shop has the same prices as the physical store(s), and most of the promotional offers are the same as the physical store(s).
Q. Upon linking my MUJI app ID with this account, can I accumulate MUJI point and how long does it take to receive MUJI point when shopping at MUJI Hong Kong Official Online Shop?
A. You can accumulate MUJI point at MUJI Hong Kong Official Online Shop. We shall credit the MUJI point(s) and other rewards (as applicable) in accordance with the prevailing terms and conditions of the relevant scheme(s) to your MUJI app account within 3 Business Days or otherwise specified after the completion of such eligible purchases, services or activities.
Q. Which items are not eligible for exchange or return?
A.
(a) gift coupons, food, personal care items, underwear , bathroom fabrics, books, plants, sanitisers, custom-made items, embroidered, altered or assembled items, plastic bag and paper bag charges, service charges; or
(b) those with defect(s) caused by non-manufacturing faults, including but not limited to the natural characteristics of the material (such as leather pattern, wood grain, knots and colour etc.); or
(c) through no fault of ours, those with defect(s) due to any human factors (such as alteration, assembling or improper use etc.), or other external or environmental factors, and/or fair wear and tear occurred under normal use.
Q. I have added different products to shopping cart. Why can't I proceed to checkout?
A. For each product, there is a tag on the product page to indicate its applicable delivery method(s). You should ensure that the entire shopping cart contains products that can be delivered by a single delivery method for each order. If one or more products in your shopping cart are required to be delivered by different delivery methods, the entire shopping cart will not be proceeded to checkout, in which case, you will have to adjust your shopping cart such that it can be delivered by a single method. 
Q. Can I change the delivery date for order(s) of bulky item(s)?
A. You may change the delivery date for an order of bulky item(s) one time for free. Please make the request to our Customer Service Department at mujics@muji.com.hk at least 4 Days before the original delivery date. Any further change to the delivery date or short notice of change of less than 4 Days will be subject to an administrative fee of HK$100 upon delivery. We will make every attempt to provide assistance, but any request for change of the delivery date shall be subject to the availability of our delivery service.

   Frequently-asked Questions

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