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FAQ

FAQ

1. Goods Exchange Terms and Conditions
2. Home Delivery Service
3. Plastic Bag & Paper Bag Charging
4. MUJI Gift Coupon
5. Alteration Service
6. Terms and Conditions for MUJI Embroidery Service
7. Terms and Conditions for Order-Made Furniture
8. Terms and Conditions for Goods Pick Up Service
9. Terms and Conditions for Checking service of items with warranty




Goods Exchange Terms and Conditions

  • Goods exchange is available within 10 days from the date of purchase with a valid receipt from MUJI stores or a valid electronic receipt from MUJI POCKET Vending Machine. If the item chosen for exchange is of higher value, Customer shall pay the price difference at the time of exchange. If the item chosen is of lower value, no refund for the price difference will be provided.
  • Items purchased at MUJI are exchangeable at MUJI, except Found MUJI and MUJI to GO.
  • Items purchased at Found MUJI are exchangeable at Found MUJI only.
  • Items purchased at MUJI to GO (except Hong Kong International Airport) are exchangeable at MUJI to GO (except Hong Kong International Airport) only.
  • Items purchased at MUJI to GO Hong Kong International Airport are exchangeable at MUJI to GO Hong Kong International Airport only.
  • IDÉE items are exchangeable at MUJI stores where IDÉE items are available.
  • Goods exchange is not applicable to items purchased at overseas stores.
  • Unless stated otherwise, items purchased from any online shopping platform authorised by MUJI (Hong Kong) Company Limited (“MUJI HK”) shall follow the terms and conditions / policy of goods return and exchange of that platform.
  • Items can be exchanged once only.
  • Goods exchange will be accepted only if the item is returned in an original and saleable condition (which means the item remains unworn, unwashed, unaltered, undamaged or otherwise unused with original tags / labels intact and in its original packaging).
  • Goods exchange is not applicable to the below items or defect occurred under the following circumstances:
    • (i) Gift coupons / food / personal care items / intimate apparel such as innerwear or hosiery / bathroom fabrics / books / plants / special priced items / customer orders / custom-made items / embroidered, altered or assembled items / plastic bag and paper bag charges / service charges; or
    • (ii) Defect 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.) causing discrepancy between the item and exhibits or photo; defect due to any human factor (such as alteration, assembling or improper use etc.), or other external or environmental factors, and/or fair wear and tear occurred under normal use.
  • Any gift or redemption item issued with the original purchase shall be returned together with the item for exchange in an unused and undamaged condition and its original packaging. If the gift or redemption item cannot be returned, MUJI HK reserves the right to request the Customer to pay for the gift or redemption item according to the price indicated.
  • If a valid receipt cannot be provided, MUJI HK reserves the right to decline such exchange request or set the price according to the lowest retail price on record.
  • Store credit may be provided in the form of Goods Exchange Certificate at the sole discretion of MUJI HK. Such certificate can only be used for purchasing items within 6 months from the date of issue subject to the Terms and Conditions thereof and is not redeemable for cash or gift coupon. Store credit is not applicable at MUJI to GO Hong Kong International Airport.
  • MUJI HK reserves the right to amend the above Terms and Conditions without prior notice.

Home Delivery Service

  • Service Area
    Hong Kong / Kowloon / New Territories, except outlying islands and restricted areas.
  • Delivery Charge
    Net purchase amount below HK$4000 : HK$250
    Net purchase amount HK$4000 or above : Free
  • Labour Charge
    HK$50 per floor if no elevator is available in the building
    Maximum number of floors: 7 floors
  • Other Charges (if applicable) Bridge / Tunnel Toll
    Discovery Bay : HK$160
    Tung Chung/Ma Wan : HK$40
  • Assembly Charge
    Basic Item : HK$200 per unit
    System Furniture : First Column HK$200
    Each Connected Column HK$100
    System Furniture includes but not limited to Wooden Stacking Shelf, Oak Wood Unit Shelf, Steel Unit Shelf, Wooden Stackable Cabinet. Assembly charge varies according to furniture's type and combination. For details, please contact our store staff.
  • Terms and Conditions
    1. Delivery Service
      • Our home delivery service (“Delivery Service”) is available for any purchase at any of MUJI Stores in Hong Kong (excluding MUJI to GO and Found MUJI). Free delivery to one address will be offered for any net purchase amount of HK$4000 or above in any MUJI Store (excluding MUJI to Go and Found MUJI) on the same day, or a delivery charge (“Delivery Charge”) of HK$250 will be payable for each delivery. Each delivery means delivery to a single address only.
      • Delivery Service is not available for food and plants. We have the sole discretion to provide Delivery Service or not for any item that is fragile or requires special care.
      • Delivery Service and assembly service are only provided to a residential or business address on Hong Kong Island, Kowloon and the New Territories (including Ma Wan, Tung Chung and Discovery Bay but excluding outlying islands and restricted areas). We may not provide Delivery Service for the delivery address where has no paved passage between the loading point and the delivery address for access by trolley and delivery of items, as well as any premises not accessible by staircase or located on the 8th floor or above without elevator service.
      • Delivery Service is provided from 11:00 to 18:00, Monday to Sunday except Chinese New Year Public Holiday.
      • Shipment, lifting operation, wall-mount installation and furniture disposal service are not available. Customer shall arrange such service at his own costs and risk.
    2. Delivery Arrangement
      • Customer shall make request for Delivery Service to the store where the item was purchased (“Purchasing Store”) at the date of purchase.
      • Customer shall ensure adequate access at the delivery address and the item is fit for the purpose it is intended for prior to purchase. Customer shall notify us at time of requesting Delivery Service if the delivery address cannot be accessed by elevator and a labour charge of HK$50 per floor shall be imposed. Stock can be delivered to a maximum of 7 floors only if the delivery address cannot be accessed by elevator. If the item cannot be delivered at the time of arrival due to access problem, we may reschedule the delivery and/or charge customer any extra costs / charges arising therefrom. We shall have no liability from such delivery failure.
      • Assembly charge, labour charge, parking fee, bridge and tunnel toll or any additional charges stated here (“Additional Charges”) are not included in Delivery Charge and shall be charged to customer according to our prevailing tariff. Unless otherwise stated, Delivery Charge and Additional Charges are non-refundable, non-transferrable and not exchangeable for cash or items.
      • Assembly fee does not include any charge for wall-mount installation. Customer shall arrange such service at his own costs and risk.
      • Customer shall settle Delivery Charge and Additional Charges (if any) at time of confirming Delivery Service. In case of any other extra charges are incurred upon delivery as stated in Clause 2.2, customer shall pay the same at the Purchasing Store or directly to the delivery staff.
      • In normal cases, the delivery should be made after one week upon the date of purchase but any date and time quoted by us is estimated only. Final confirmation is subject to the schedule of our Customer Relations Department.
      • For Delivery Service or assembly / disassembly work, customer shall provide appropriate space and make all necessary protection to his / her furniture, floors, walls, ceilings, decorations and other properties. We shall not be liable for any loss or damage of such properties which is not well protected or due to limited space.
      • The recipient appointed by customer to receive the item at the delivery address shall be deemed customer’s authorized representative and any instructions/ information provided and act done by such authorized representative shall be deemed instructions / information provided and act done by customer.
      • Upon receipt of the item, customer or the recipient shall inspect and confirm the contents and conditions of the item and sign on the delivery note to acknowledge receipt. The title and risk of loss or damage to item shall pass to customer at that time. Customer shall report any discrepancy to us by 15:00 on the following day after delivery.
      • We shall not be liable for any loss or damage of item left at the building management office or any location other than the delivery address stated in the delivery note as requested by customer.
      • If we are unable to deliver the item ordered for whatever reason, we will notify customer as soon as possible and refund to customer the purchase price and/or Delivery Charge, without interest. In no event, we shall be liable for any increased cost, loss of profits or goodwill or any other special, incidental, direct or indirect or consequential damages due to any late delivery or non-delivery of the item.
    3. Cancellation / Reschedule
      • Customer may change the delivery date ONCE for free. Such request shall be made to the store of purchase at least 4 days in advance. Any further change to the delivery date or short notice of change request will be subject to an administration charge HK$100.
      • There will be no refund of Delivery Charge and/or any Additional Charges due to an unattended delivery address upon arrival of item at the appointed time. In such case, we will require additional Delivery Charge HK$250 for any rescheduled delivery.
      • Customer shall arrange the receipt of purchased item within 45 days upon the date of purchase; or any custom-made or pre-ordered item within 45 days upon the expected arrival date shown on the deposit receipt (collectively “Collection Deadline”). If customer cannot arrange the receipt of item on or before the Collection Deadline, a storage charge, which is 5% of the total net price of the stored item(s) specified in the delivery note for every 2 weeks or part thereof counting from the day after the Collection Deadline, will be imposed. If delivery service can be arranged, customer shall contact our staff at store or purchase at least 7 days before the delivery, and settle storage charge at store or purchase at least 1 day before the delivery. In case of short notice or storage charge is not settled at least 1 day before the delivery, we may withhold the delivery, contact customer for reschedule and require additional storage charge and the Additional Charges for any rescheduled delivery. The maximum storage period is 6 months starting from the day after the Collection Deadline. If the item remains uncollected after the said maximum storage period, it will be deemed as customer’s forfeiture to the item and the paid amount, and the item will be handled at the sole discretion of MUJI (Hong Kong) Company Limited without liability.
      • Delivery Service and assembly service (if applicable) will be suspended if typhoon signal No. 8 or above or the black rainstorm signal is issued. We will further contact customer to reschedule the delivery.
    4. Return & Exchange
      • Unless otherwise stated, any return or exchange of any item to us is subject to our “Goods Return and Exchange Terms and Conditions”.
      • Customer has to bring along the original delivery note and receipt of purchase to Purchasing Store within 10 days from the delivery date to request for return or exchange for any special reason and we will follow up the request as soon as possible.
      • If return or exchange is due to product quality issue or discrepancy in the items ordered, customer shall report any discrepancy to us by 15:00 on the following day after delivery for our follow-up.
      • Unless the return or exchange is due to product quality issue as stated in Clause 4.3, customer shall bear Delivery Charge and any Additional Charges for return delivery and the item must be returned to us in its original and unused condition and with original packing.
    5. General Provisions
      • These Terms and Conditions shall be governed and construed by the laws of Hong Kong Special Administrative Region.
      • No person other than customer and MUJI (Hong Kong) Company Limited (which includes its successors and assigns) will have any right under the Contracts (Rights of Third Parties) Ordinance to enforce or enjoy the benefit of any of the provision of these Terms and Conditions of Delivery Service.
      • All personal data collected here is for the purpose of providing the Delivery Service and follow-up matter only.
      • MUJI (Hong Kong) Company Limited may from time to time amend these Terms and Conditions without prior notice.
      • MUJI (Hong Kong) Company Limited reserves the right of all final decision related to the Delivery Service and any disputes.
      • In case of any inconsistency, the English version shall prevail.


Plastic Bag & Paper Bag Charging

  • With the commencement of the Full Implementation of the Plastic Shopping Bag Charging by the Government from 1 April 2015, 50 cents for every plastic bag will be charged in MUJI stores.
  • Echoing the green move, 50 cents will also be charged for every paper bag given. All fund collected for plastic bag and paper bag charges will be donated to WWF-Hong Kong after partial deduction of administration fee for environment conservation and education.

MUJI Gift Coupon

MUJI (Hong Kong) Company Limited issues gift coupons in HK$50 and HK$100 with one year validation, any expired coupon is invalid; The coupon is applicable in all MUJI stores in Hong Kong, including Found MUJI store, MUJI to GO stores and Café&Meal MUJI;

    Terms and Conditions

  • This coupon is applicable to all MUJI stores in Hong Kong, including MUJI to GO, Found MUJI and Café&Meal MUJI.
  • This coupon is applicable to payment at in-store cashier counters only.
  • Please present this coupon before payment. Photocopy and electronic copy will not be accepted.
  • This coupon is invalid if it is defaced, unclear, damaged, without the seal of expiry date or expired, without company chop or without authorised signature of MUJI (Hong Kong) Company Limited. This coupon will not be reissued if lost or damaged.
  • This coupon cannot be redeemed for cash and any unused balance will be forfeited.
  • This coupon cannot be redeemed for other coupons and used for purchase of MUJI Gift Coupons.
  • This coupon is not applicable for adding value onto any stored value facilities.
  • This coupon can be used once only and will be collected upon the completion of transaction.
  • Merchandise purchased with this coupon is eligible for goods exchange only. No refund will be made under any circumstances.
  • This coupon is not for resale by any means and cannot be used for any commercial or promotional purposes without the prior written approval of MUJI (Hong Kong) Company Limited.
  • MUJI (Hong Kong) Company Limited reserves the right to amend the Terms and Conditions of this coupon from time to time without prior or separate notice.
  • In case of any disputes, the decision of MUJI (Hong Kong) Company Limited shall be final.
  • In case of any discrepancy between Chinese and English versions, English version shall prevail.

Alteration Service

Applicable to altering the length of most long trousers. It takes around 7 days.
Alteration Charge
Chain Stitch: HK$30 per pair of trousers
Blind Stitch: HK$40 per pair of trousers

    Terms and Conditions

  • Customer shall pick up the goods with the presence of the original alteration service order receipt (“Receipt”) within 14 days upon the pickup date mentioned on the Receipt. We reserve the right to handle the merchandise without further notice if customer fails to do so.
  • Please keep the Receipt in safe custody. If Receipt cannot be provided, we reserve the right to decline goods pickup request. Photocopy or electronic copy of Receipt shall not be accepted.
  • Receipt will not be replaced if lost.
  • Customer has to verify the quantity and alteration details while picking up the goods. For any product defect, customer should contact the pickup store within 10 days upon goods pickup.
  • We shall not be liable for any delay in stock arrival if the delay is caused by any reasons beyond our control.
  • In case of any discrepancy, English version shall prevail.
  • In case of any dispute, the decision of MUJI (Hong Kong) Company Limited shall be final.

Terms and Conditions for MUJI Embroidery Service

  • The Embroidery Service (“Service”) is applicable to the designated MUJI fabric items that are purchased from the same store of MUJI (Hong Kong) Company Limited (“MUJI HK”) on the same day when the order of this Service is made.
  • This Service is applicable to the designated fabrics items of MUJI HK only. Customer is recommended to consult our staff before placing order. MUJI HK reserves the right to reject any customer order if the purchased fabric item by Customer is found not suitable for this Service.
  • Customer can place order by selecting from the available embroidery designs on the catalogue provided at the designated MUJI store and confirm the order with our staff of the Embroidery Service Counter. The number of embroidery designs that can be embroidered on each purchased item is limited. All colours and sizes showing on the catalogue are for reference only. Custom-made embroidery designs are not available.
  • The order shall only be deemed confirmed when MUJI HK issues an Embroidery Pickup Note to Customer after the order has been confirmed by our staff and the service fee has been settled by Customer. Failure to complete the above ordering procedure on the same day will be treated as order cancellation by Customer.
  • Order cannot be changed or cancelled once confirmed by MUJI HK, and service fee will not be refunded.
  • All ordered items shall be non-refundable and non-exchangeable.
  • An estimated pickup date and the MUJI store for pickup will be stated on the Embroidery Pickup Note. Customer will be notified if there is any change in pickup date. Customer shall collect the order at the MUJI Store where the order is placed by presenting the original copy of Embroidery Pickup Note within 14 days from the pickup date. Photocopy or electronic copy will not be accepted. MUJI HK reserves the right to decline the pickup request if original copy of Embroidery Pickup Note is not provided.
  • The Embroidery Pickup Note will not be reissued if lost or damaged.
  • Order not collected within the said period will be deemed forfeited by Customer, and no refund will be provided. The uncollected ordered items will be handled at MUJI HK’s sole discretion without liability.
  • Customer shall verify the ordered items upon pickup and notify our staff immediately in case of any defect or damage. While we endeavour to ensure the accuracy of embroidery, we cannot guarantee that each design can be embroidered with complete accuracy in colour and placement.
  • No reselling of any ordered items under this Service is allowed. All ordered items shall not be used for any commercial or promotional purposes without the prior written approval of MUJI HK.
  • Personal information collected under this Service will be used for processing and following up orders and for other directly related purposes according to our privacy policy. For details, please visit MUJI Hong Kong’s website.
  • MUJI HK reserves the right to amend these Terms and Conditions without prior notice.
  • In case of any disputes, the decision of MUJI HK shall be final.
  • These Terms and Conditions shall be governed by the laws of Hong Kong Special Administrative Region. In case of any discrepancy between the Chinese and English versions of these Terms and Conditions, English version shall prevail.
  • For any enquiry, please contact our staff or call our Customer Service at 2694 9309.

Terms and Conditions for Order-Made Furniture

  • The deposit paid is for placing order for the items listed at the front page on deposit receipt only. Customer has to make full payment for the Custom-Made items upon order confirmation (the amount paid does not include any service charges. Please refer to MUJI Hong Kong's website or store notices for charges details).
  • The order details cannot be altered, amended, nor cancelled once confirmed. The deposit paid is non-refundable, and cannot be exchanged for other items nor gift coupons.
  • This Deposit Receipt will not be replaced if lost.
  • The size specifications of the Custom-Made item is provided and confirmed by customer.
  • Customer has to ensure Custom-Made item can be transported by lift in the building and staircase.
  • MUJI (Hong Kong) Co., Ltd. shall not be held any responsible for the costs, expenses or losses (including consequential loss), directly or indirectly caused by the delay arrival of the items.
  • Custom-Made item does not offer amendment service, and the item is not exchangeable and non-refundable. Customer should contact our customer hotline for any product defects within 2 days from receiving the item, though product defect does not include:
    • The difference in size does not exceed ± 2cm (length, width, height or diameter) occurred during manufacturing process.
    • The natural characteristics of the material cause discrepancies on the appearance of item and exhibits / photos, such as wood grain and colour.
  • In case of inconsistency in T&C content, the English version shall prevail.
  • MUJI (Hong Kong) Co., Ltd. reserves the right for final decision on any disputes regarding the terms and conditions of this Deposit Receipt.

Terms and Conditions for Goods Pick Up Service

  • Customer shall pick up the goods on the Goods Pick Up Notice with the presence of the original receipt within 7 days upon the pickup date mentioned. We reserve the right to handle the merchandise without further notice if customer fails to do so.
  • Please keep the receipt in safe custody. If original receipt cannot be provided, we reserve the right to decline goods pick-up request. Photocopy or electronic copy of the receipt shall not be accepted.
  • The receipt will not be replaced if lost.
  • Customer has to verify the quantity while picking up the goods. For any product defect, customer should contact the pick-up store within 10 days upon goods pick-up. The natural characteristics of the material causing discrepancy on the item and exhibits / photo, such as wood grain and color, shall not be regarded as product defect.
  • We shall not be liable for any delay in stock arrival if the delay is caused by any reasons beyond our control.
  • In case of any discrepancy, English version shall prevail.
  • In case of any dispute, the decision of MUJI (Hong Kong) Company Limited shall be final.

Terms and Conditions for Checking service of items with warranty

  • Information collected in Goods Checking Form is for the provision of checking and warranty service only. For our privacy policy, please visit MUJI Hong Kong's website.
  • The service is only applicable for the MUJI item within warranty or which is out-of- warranty but fulfills the conditions as stated under these Terms and Conditions. Customer MUST present the original copy of the valid warranty card to enjoy the warranty service on free-of-charge basis according to the warranty terms.
  • In case customer requests to have the service hereunder for an out-of-warranty item, MUJI (Hong Kong) Company Limited will at its absolute discretion reject or only provide checking service on the accessory solely at the time when receiving the item. If any replacement of accessory is required, customer will be notified of the accessory replacement fee. Replacement shall only be made upon receipt of Customer’s agreement to the payment of the accessory replacement fee. MUJI (Hong Kong) Company Limited will provide a 2-month warranty for such replacement accessory (counting from the date of item pick-up). Customer shall keep the related receipt to enjoy such additional warranty service.
  • In case of the following circumstances, MUJI (Hong Kong) Company Limited reserves the right to reject providing warranty service (including the warranty service for the MUJI items and accessories as stated in Clause 3 and 11) or checking and maintenance service:
    • We have reasonable ground to believe that the item is not MUJI's merchandise; or
    • We have reasonable ground to believe that the item was not purchased from MUJI (Hong Kong) Company Limited; or
    • Damage to the item is caused by misuse, abuse, negligence, accident, natural disaster, improper voltage input, normal wear and tear, improper modification, unauthorized repair, usage not according to the instructions given in the user manual or from MUJI (Hong Kong) Company Limited, or any other external or human cause; or
    • Cosmetic damage, including but not limited to scratches, dents and broken case on the Item unless the damage has occurred due to a defect in materials or workmanship; or
    • The item is for commercial use; or
    • Model or serial number of the item is defaced, unclear or damaged or the warranty card does not bear our company chop; or
    • Customer fails to provide an original copy of the warranty card which specifies the same model or serial number of the item brought to us for this service.
  • MUJI (Hong Kong) Company Limited shall use reasonable endeavors to provide repair services to customer, but MUJI (Hong Kong) Company Limited shall not make guarantee nor be under any liability for any delays or service failure due to any causes beyond its control (including but not limited to such situation that the spare parts and accessories of which are not available to MUJI (Hong Kong) Company Limited for any reason whatsoever).  
  • MUJI (Hong Kong) Company Limited will notify customer for follow up actions and item pick-up arrangement once checking service is completed, regardless of being repaired or being unable to repair. Customer is advised to provide us with valid contact number or email address. MUJI (Hong Kong) Company Limited shall not be responsible for any delay caused by the failure of reaching customer. If Customer does not receive any notice from MUJI (Hong Kong) Company Limited after 14 days from the checking date, please contact related store directly.
  • Please bring the original copy of Goods Checking Form to pick up the item and settle the accessory replacement fee (if any) at the same store within 14 days after receiving our notification. If customer fails to do so or MUJI (Hong Kong) Company Limited is unable to reach the customer for 14 days after completion of repair service, MUJI (Hong Kong) Company Limited has an absolute discretion for any disposal of the item without further notice. MUJI (Hong Kong) Company Limited shall not be liable or responsible to the Customer for such item or for any losses or damages whatsoever incurred in such event.
  • Customer shall present the original copy of Goods Checking Form to pick up the item. If customer failed to do so, MUJI (Hong Kong) Company Limited reserves the right to reject returning the item back to customer. Goods Checking Form will not be replaced if damaged or lost.
  • MUJI (Hong Kong) Company Limited will not be liable for any redemption of the item to any third party who can present the original of Goods Checking Form upon pick-up.
  • Customer shall check the item and acknowledge his acceptance by signing on Goods Checking Form upon item pick-up.
  • If the warranty period of the item will be expired within 2 months upon the date of item pick-up, MUJI (Hong Kong) Company Limited will provide a 2-month warranty for such repaired item or replacement accessory (counting from the date of item pick-up) under the terms hereof and no further extension of the warranty period will be given if the item requires repair during the additional warranty period. Customer shall keep the related warranty card to enjoy such additional warranty service. This additional warranty service does not apply to the repaired items or accessory with the remaining warranty period of 2 months or above.
  • All replaced defective products, accessories and/or parts shall become the property of MUJI (Hong Kong) Company Limited and non-returnable to customer.
  • MUJI (Hong Kong) Company Limited will not issue any report in relation to the conditions and follow up details of the product.
  • MUJI (Hong Kong) Company Limited reserves the right to amend these terms and conditions without prior notice. In case of dispute, MUJI (Hong Kong) Company Limited reserves the right for final judgement and decision.
  • Should there be any inconsistency between Chinese and English versions, the English version shall prevail.