FAQs
Returns
Please ensure products are in its original MUJI-branded packaging (unopened) and in resalable condition with the original tags and/or stickers still attached. No refunds, or exchanges will be issued without a receipt. Refunds will be issued in the original tender for the price paid. Exchanged items are final sale.
The following types of products are considered final sale and are ineligible for return/exchange:
- Furniture (mattress, sofa, shelves, etc.)
- Innerwear (bra, boxers, etc.)
- Food/Snacks/Drinks
- Face Masks
- Embroidered/altered/laser engraved items
- Gift Cards
- Exchanged items
- Other products visibly marked as final sale, either on the tag, receipt or on the product page
Online Returns & Exchanges In-Store
Merchandise purchased from muji.ca can be returned or exchanged in-store to any MUJI location in Canada within 30 days of receiving your order with your invoice/packing slip. Please refer to the general policy above for specific return details. Let our associates know the reason for return/exchange.
Exchanges in-store for online orders are available between sizes and colours of the same product for clothing. Exchanged items are final sale.
Exchange requests for every other product will be processed as a return for the product in your order, and the exchanged item will be an in-store purchase with original discounts & promotions honoured from the original order.
For exchange requests, please call the store you wish to visit beforehand to confirm their inventory levels.
After receiving approved return requests from store teams, it will take up to 5 business days for the E-Commerce Team to process the refund back to the original payment method.
Online Returns & Exchanges by Mail
Merchandise purchased from muji.ca can be returned or exchanged by mail to MUJI Metrotown or MUJI Atrium within 30 days of receiving your order with your invoice/packing slip. Please refer to the general policy above for specific return details. Please include a note with your reason for return/exchange.
If you wish to exchange items in your online order by mail, please reach out via [email protected] before sending back your package.
All online exchanges via mail are processed as online returns & new purchases with discounts/promotions honoured from the original order.
The team will conduct an inventory check for the requested item(s) and will send an invoice with a payment link to help you place a new custom order. You may wait to pay for the exchange items, but please kindly note that we cannot hold/reserve inventory at this time.
In situations where the team is unable to fulfill your exchange request, a return will be processed instead.
Please ensure your package is sent via insured, traceable mail. At this time, MUJI Canada does not cover return shipping & handling fees.
If you are located in the following provinces & territories: British Columbia, Alberta, Saskatchewan: please mail your return request to MUJI Metrotown.
MUJI Metrotown
258 - 4820 Kingsway
Burnaby, BC V5H 4P1
(604) 638-8180
If you are located in the following provinces: Manitoba, Ontario, New Brunswick, Prince Edward Island, Nova Scotia, Newfoundland and Labrador: please mail in your return request to MUJI Atrium.
MUJI Canada Limited
ATTN: MUJI Atrium
20 Dundas Street West
Toronto, Ontario M5G 2C2
(416) 591-2233
All mail-in returns and exchanges undergo a 3-day quarantine upon package arrival. After the quarantine period, it will take up to 7 business days for the online team to inspect, approve/reject, and process return requests. Please allow around 10 business days (depending your card issuer's processing times) for the refund to reflect to your financial statement. Please note that shipping and handling fees are non-refundable.
Customers will be notified of any rejected return/exchange requests and will be responsible for the costs to have their merchandise shipped back to them. Alternatively, they can pick them up from the location they sent their return to.
If you are unsure of whether you can still return an item from your order, please reach out via [email protected] and include the following details:
- your order number;
- clear photos of the merchandise to be returned/exchanged (if opened or damaged), along with photos of the tags and/or stickers attached to the product(s);
- reasons for return/exchange.
Gift Receipts/Returns/Exchanges
At this time, we are unable to offer gift receipts and honour gift returns or exchanges for online purchases made at muji.ca due to system limitations.
Customers are responsible to notify our team via [email protected] within 7 days of receiving their order if their package is found with visible damages, missing merchandise, or is undelivered to be eligible for a refund or replacement.
Merchandise purchased in-store can be returned or exchanged at any MUJI location within the same province within 30 days of purchase with the original receipt. Please refer to the general policy above for specific return details.
Gift Receipts
Customers are welcome to request for gift receipts at checkout. The recipient will have 30 days to make a visit to any MUJI location within the same province with their receipt to request an exchange for another item of equal or greater value (and pay the remainder). Gift returns for store credit is not available at this time. The standard return/exchange policy applies, and can be reviewed through the general policy above.
Shipping
MUJI Canada’s online store delivery area includes all Canadian provinces, except Quebec and the Territories (Northwest, Nunavut, and Yukon). We do not ship outside of Canada. Please visit muji.com to shop at your local MUJI stores.
Orders shipping to British Columbia, Alberta, Saskatchewan are fulfilled from Vancouver, BC. Orders shipping to Ontario, Manitoba, New Brunswick, Nova Scotia, Prince Edward Island, and Newfoundland & Labrador are fulfilled from Toronto, ON. Item availability may be restricted to select delivery areas at this time.
In-store pickup is currently unavailable. Please contact your local MUJI store for further assistance.
Follow us on social media @mujicanada, visit our website at muji.ca, or sign up for MUJI Mail & SMS (English only) to stay up-to-date on any news or updates.
Contact us at [email protected] if you have any questions.
We currently ship all orders through Purolator (regular ground shipping), Canada Post (expedited shipping), UPS (standard shipping) and Canpar (regular ground shipping). All orders include tracking, which will be provided by email after your order has been processed, and is ready to be shipped.
Please kindly note that we add signature to all orders above $150, and generally ask our couriers not to safe drop packages whenever possible to ensure the safe delivery of your package. If couriers are unable to safely delivery your package to your doorstep or mailbox, they may leave it at a local pickup point or post office. We advise you try contacting the courier directly to attempt another delivery.
Standard Shipping (up to 5kg, excluding oversized items)
Free Standard Shipping is available for cart subtotals over $80 before discounts with a total weight of up to 5kg and excluding oversized items. Shipping & handling surcharges will be applied to heavyweight orders above 5kg, oversized products, and other out-of-province handling fees for certain merchandise. All extra charges are also indicated on relevant product pages and will be displayed in the shipping subtotal for your order.
| Cart Subtotal* | Weight | Shipping & Handling | ETA after shipped* |
Up to $39.992 | up to 5kg | CAD$10 + sales tax where applicable | 5-10 business days1 |
$40.00 to $79.992 | up to 5kg | CAD$15 + sales tax where applicable | 5-10 business days1 |
Above $80.002 | up to 5kg | FREE | 5-10 business days1 |
1Delivery ETAs are subject to possible delays, especially during the holiday season or high-volume periods. Couriers may also experience their own delays while transporting packages.
2Cart subtotal threshold is calculated before discounts and taxes.
3Free Standard Shipping does not apply to any oversized and furniture orders.
Shipping & Handling Surcharges (over 5kg or oversized)
Additional shipping handling fees will be added to the standard shipping rate for orders that exceed a certain size or weight. Additional long distance zone-based fees apply for larger, oversized orders. Please see below for more details:
| Type | Includes | Fee |
Heavyweight | Non-oversized orders with weight over 5kg | + CAD$5 per kg over 5kg |
Oversized (Tier 1) |
| + CAD$5 per unit |
Oversized (Tier 2) |
| + CAD$10 per unit |
Oversized (Tier 3) |
| + CAD$20 per unit |
Oversized (Tier 4) |
| + CAD$30 per unit |
Oversized (Tier 5) |
| + CAD$60 per unit |
Oversized (Tier 6) |
| + CAD$110 per unit |
※MUJI Canada Limited reserves the right to change the shipping fee.
Support
Double check your address when placing your online order. If your order is not shipped, contact us at [email protected] to update your shipping address. We are not responsible for failed deliveries or lost packages due to an incorrect address provided by the customer.
Packages returned to MUJI Canada due to incorrect or incomplete addresses provided by the receiver will be charged the original shipping fee to re-send via a custom invoice provided by our team. Orders with Free Shipping will be re-charged the courier rate and a handling fee. Any address corrections by the receiver will be charged $16 on their credit cards used for service as per courier charges.
Customers will be contacted if our system is unable to validate your shipping address when creating shipment labels. Please refer to Canada Post’s postal code lookup and mailing address format for tips on adjusting your delivery address to a standardized format.
Once orders leave our locations, we are not liable for how couriers choose to deliver. Couriers may attempt to deliver or forego delivery if packages cannot be safely and securely delivered to your address.
Please try to have someone available at the delivery address on the date of delivery and keep your phone available in case you receive a phone call to schedule your delivery. For addresses with unit numbers, please leave a buzzer code if available when placing your online order.
Sometimes couriers will leave packages at their local post offices or pickup points for pickup for up to 5 business days. Customers/intended receivers should receive a notice card indicating where they can pick up their package. If this is not received on the day the package was supposed to be delivered, it should be delivered within the next few business days.
If packages are not picked up by the intended receiver within the allotted time given, couriers will return the packages to our locations. A re-attempt for delivery from our locations will be subject to a re-delivery charge of the original shipping fee. Customers can call the courier to try to re-attempt delivery, but please note that this is not guaranteed, and additional fees may apply.
Couriers may experience transportation delays due to weather and other conditions. Canada Post lists their service disruptions here. Purolator’s service alerts can be found here.
We are not liable for any delivery delays our couriers may experience and shipping cannot be expedited after orders are shipped. However, if your package has not been delivered within 10 business days of being shipped out and your tracking information does not clearly indicate its current location or advise you of any delays, please reach out at [email protected] and contact the courier as soon as possible so we can assist in the location and timely delivery of your package.
Customers are responsible to track the transportation and delivery of their orders using the tracking information sent to them via email. If the tracking information indicates the package was successfully delivered, customers are responsible to check for their delivery in a timely period.
If the package(s) cannot be found, please check around your building, neighbours, security, concierge, or building manager. Packages may be left in a community mailbox. Please check for a key in this case. Check for a notice card in case the courier left the package at a local pickup point. If there is no key or notice card, and no one else received this package on your behalf, please wait one business day in case the delivery of the key or notice card is delayed.
If there is still no key or notice card given after 1 business day, and no one has indicated they received the package(s) on your behalf, please contact the EC team. We will open a service ticket on your behalf to locate this lost package with the courier. Customers will be contacted by the courier to confirm receipt of the package. Your cooperation is integral to ensure a successful and complete investigation.
After the courier has confirmed with our team regarding the location of the package, our team will provide further steps with a resolution. This process may take up to 2 weeks. We apologize in advance for any inconvenience this causes you, and thank you sincerely for your patience.
Customers are responsible to contact our team at [email protected] within 7 days of marked delivery in order to be eligible for any refunds or replacement of the damaged/defective items. Please provide us with the following information:
- Full Name:
- Contact Information (Phone number, Email):
- Order #:
- Clear photo of your invoice (for verification purposes):
- Clear photos of product tags (for verification purposes):
- Damaged/Defective Products (product name, variation, SKU, quantity):
- Clear photos of damages/defects per product (include a closeup and a distanced photo):
- Clear photos of packaging:
- For damaged storage items, was the box reinforced and padded well?
- If you believe the product is defective, please provide your reasoning.
Our team will assist in determining the best solution for your needs. You can review our Return Policy for more details.
Store Services
Alteration services are available for a $5 fee for MUJI denim and chino pants only at select MUJI stores:
Ontario
- MUJI Atrium
British Columbia
- MUJI Metrotown
- MUJI Robson Street
Visit our Store Information page for more details. At this time, we do not offer shipping for customization and alteration services. Please contact the store directly to inquire for the services offered and for questions about order status.
How it works
Before your visit
Fold your MUJI Denim or Chino Pants to the desired length and secure it with a pin or clip.
We do not offer alterations for any other material bottoms or clothing items to ensure a high quality alteration.
During your visit
Have a copy of your receipt/physical packing slip/invoice (proof of purchase) ready when visiting the store. No alteration or customization services will be offered without proof of purchase. You must visit in-store to drop off your MUJI Denim or Chino Pants and pick up your altered bottoms.
The store team will assist you with payment and will provide you with an estimate of how long it will take to complete your request. The fee for alteration services is $5 per pair of MUJI Denim & Chino Pants.
Once ready for pickup, you will be contacted directly by the store team. Please bring the alterations receipt with you during your visit.
Shipping for alterations and customization services are unavailable at this time. Mailed-in merchandise will not be accepted and you will be responsible to pick up your merchandise at the store or have your items shipped back to you unaltered.
After you pick up your altered items, please immediately inspect them. In case you are unsatisfied, let an associate know immediately. All altered and customized merchandise are considered final sale and are ineligible for return/exchange. Read more on our Return Policy.