CONTENTS
- Shopping
- Return, refund policy
- Exchange policy
- Order tracking instruction
- Promotions and new products
- Contact Customer Support
- Payment
- VAT invoices and issuing invoice
- Delivery
- Account and Privacy
A. ABOUT THE MUJI ONLINE STORE
1.1 How do I place an order on www.muji.com.vn?
To place an order, simply select the desired product, add it to your cart, and proceed with the checkout following the steps on the website. Learn more at ONLINE SHOPPING
1.2 Can I change or cancel an order after it’s placed?
You can modify or cancel your order before it reaches the "Confirmed" status. Once the order has been confirmed and is in the process of being shipped, you will no longer be able to change or cancel it.
1.3 How do I apply a discount code when making a purchase?
When you proceed to checkout, there will be a field to enter your discount code. Enter your code in the "Discount Code" field and press "Apply" to enjoy the promotion.
2.1 Does MUJI offer refunds?
MUJI offers refunds only in cases of manufacturer defects or expired products. The refunded amount will match the original payment method and may take from 7 to 30 days depending on the payment method. Learn more at RETURN & REFUND POLICY
Specific instructions:
- Customers can request a refund via muji.com.vn, or hotline 19002 555 79 or email [email protected].
- MUJI will inspect the product before confirming the refund.
Refund methods:
- Credit/Debit Card: Refund to the card within 30 days.
- Cash or Bank Transfer: Refund to the bank account within 30 days.
- E-Wallet: Refund within 14 days.
3.1 What is MUJI’s exchange policy?
Products purchased on muji.com.vn can be exchanged at any MUJI store in Vietnam within 14 days of the invoice date. The product must be unused, with original tags, and accompanied by the original invoice. The following products are not eligible for exchange: furniture, food & beverages, underwear & loungewear, socks, gift vouchers, display samples, and embroidered/altered products. Learn more at EXCHANGE POLICY
Specific instructions:
- Bring the invoice and product to the nearest MUJI store.
- Ensure the product is in its original condition, unused, and with tags attached.
- Exchanges can only be made for products of equal or greater value, and any price difference must be paid by the customer.
4.1 How can I track my order status?
You can check your order status by logging into your account on website muji.com.vn or via the email with the tracking code provided after placing your order.
Specific instructions:
- Log into your account on muji.com.vn.
- Select "Orders" and then "Track Order".
- Enter the order number to check the shipping status.
5. Promotions and new products
5.1 How can I stay updated on new products and promotions at MUJI?
You can subscribe to newsletters on www.muji.com.vn or follow MUJI Vietnam’s Facebook page to stay informed about new products, promotions, and other exciting activities.
Specific instructions:
- Visit MUJI Vietnam’s Facebook or Instagram page.
- Sign up for the newsletter on muji.com.vn to receive email notifications.
6.1 How can I contact Customer Support?
You can reach MUJI Customer Support through the following channels:
- Messaging via Facebook (MUJI Vietnam), or Zalo OA (MUJI Online)
- Sending an email to [email protected]
- Calling the hotline: 19002 55579
- Available from 8 AM to 5 PM, Monday to Friday
Specific instructions:
- Visit the website muji.com.vn for detailed contact information.
- Use Zalo OA (MUJI Online) or Facebook Messenger for online support.
7.1 What payment methods does MUJI accept?
MUJI accepts the following payment methods:
- Credit/Debit Cards: Visa, Mastercard, JCB, American Express, UnionPay.
- E-wallet: VNPAY
- Cash on Delivery (COD).
Specific instructions:
- For online payments, you will be given the option to pay via card or e-wallet.
- For COD, pay the delivery personnel upon receiving your goods.
7.2 Can vouchers (MUJI Voucher) purchased at retail stores be used for payment on MUJI Online?
Unfortunately, currently, vouchers (including printed and electronic e-vouchers) cannot be used for payments on MUJI Online.
8. VAT invoices and issuing invoice
8.1 Can I request a VAT invoice for my order?
You can enter VAT invoice information during the checkout process. The invoice must be requested at the time of purchase to ensure its validity.
Specific instructions:
- When purchasing from the online store, please provide VAT invoice information during checkout.
9.1 Does MUJI offer nationwide delivery?
MUJI provides nationwide delivery. Shipping fees are calculated based on the delivery address and the weight of the products. Learn more at DELIVERY POLICY
Specific instructions:
- During checkout, the system will automatically calculate the shipping fees based on the address provided.
- Delivery times vary depending on location, typically ranging from 2 to 4 working days (excluding weekends and holidays).
- For more details, visit DELIVERY POLICY
10.1 I forgot my password, how can I retrieve it?
You can go to muji.com.vn, click on "Forgot Password" on the login page, and follow the instructions to reset your password.
10.2 Is my personal information secured?
MUJI is committed to fully protecting customers' personal information. We employ necessary security measures to safeguard your data. Learn more in our PRIVACY POLICY
10.3 I didn’t receive a confirmation email after registering my account/placing an order?
After successfully registering or placing an order, a confirmation email will be sent to the registered email address. Please also check the Spam folder if the email isn’t in your Inbox.
10.4 Can purchases on www.muji.com.vn accumulate MUJI passport membership points?
Unfortunately, purchases made on www.muji.com.vn currently do not accumulate points for the MUJI passport membership application.
10.5 Is my www.muji.com.vn account synced with my MUJI passport membership account?
At present, these are two separate accounts, and the information is not yet synced or linked.
B. ABOUT MUJI PHYSICAL STORES
1.1 Where are MUJI physical stores located?
Please refer to the list of MUJI physical stores information here.
1.2 Does MUJI have wholesale policy?
Unfortunately, MUJI Vietnam does not currently have wholesale policy. However, MUJI still accept large quantity orders, please contact the nearest store directly or email [email protected] for further support.
1.3 Does MUJI have policy for B2B sale?
MUJI currently offers B2B sale for businesses to gift their customers and employees. Please email your request to [email protected] for further support.
1.4 Does MUJI sell gift vouchers?
Currently, MUJI provides MUJI Voucher in two forms: printed paper and electronic (e-voucher). Printed vouchers are sold at MUJI physical stores, E-vouchers are only sold to businesses in need. MUJI Vouchers are used to pay for purchases at MUJI stores nationwide. If you want to buy printed vouchers, please go directly to the nearest physical store. If you want to buy E-vouchers, please email [email protected] for further support.
2. Exchange, return and refund
2.1 What is the exchange, return and refund policy at MUJI physical stores?
Merchandises purchased in-store can be exchanged at any physical MUJI store in Vietnam within 14 days from the purchase date shown on the purchase receipt.
However, certain goods are not eligible for exchange. These unexchangeable products include: Furniture, Food & Drinks, Innerwear & Pyjamas, Socks, Vouchers, Displaying Samples, and Embroidered/Altered items.
Please refer to the full information on the exchange, return and refund policy here.
3.1 What forms of payment do MUJI physical stores accept?
MUJI stores nationwide accept the following forms of payment: cash, debit/credit cards (Napas, Visa, Mastercard, JCB, American Express), QR code scanning, MoMo e-wallet and vouchers issued by MUJI.
3.2 How can I issue a VAT invoice when purchasing at a physical store?
Each physical store is equipped with a computer or tablet so that customers can proactively issue invoices. Please ask MUJI staff for detailed support. Please note that all requests for VAT invoices must be made on the payment date.
3.3 The issued VAT invoice has mistakes/incorrect information, how can I request a modification?
Please send an email requesting modification of the VAT invoice to the email address of the store where the purchase was made, via the information here for further support.
C. ABOUT OTHER INFORMATION
1. Contacts for partnership and media collaboration
1.1 I want to propose a business partnership, brand development, how can I contact MUJI?
Please send information about the partnership and collaboration proposal to the email address [email protected].
1.2 I am a press/television reporter, how can I contact MUJI?
Please send your questions to the email address [email protected] for support and forwarding to the relevant person in charge.
1.3 What are the official communication channels of MUJI Vietnam?
Official information from MUJI Vietnam is updated quickly and regularly via Facebook and Instagram. In addition, MUJI Vietnam also has official accounts on other social media platforms including TikTok, YouTube, Threads, Zalo OA MUJI Vietnam and Zalo OA MUJI Online.
2.1 What is MUJI passport application and how does it work?
MUJI passport is a free application that can be used immediately without registering an account, designed to look up store information, product information, register for events, accumulate Mile points when shopping and receive exclusive offers for MUJI passport members.
2.2 How to check in and receive MUJI Stamps?
When shopping and checking in at stores using MUJI passport application, you can receive MUJI miles and MUJI Stamps.
You can check in 01 (one) time at 01 (one) store in 01 (one) day and get 10,000 miles for each check in. MUJI Miles will be reflected the next day.
- How to check in?
- Select “Store information” in the main menu.
*A list of stores that can be checked in at your current location will be displayed. - Select “Check in”.
If you cannot check in, try changing the settings to allow access to notifications about your location.
- Select “Store information” in the main menu.
- How to check MUJI Stamp?
- Select “Store information” in the main menu.
- Select “Stamps” and check.
2.3 How can I link and restore my account?
By linking your social account (Google, Apple) to the app, you can restore your data and accumulated Mile points during the year when you uninstall the app or switch to another device.
- Account linking
- Select “Account linking” to link to your social account (Google, Apple)
- Log in with the account you want to link.
- Account restoration
- Select “Account Restoration” in the main menu.
- Select the social network that previously linked your account (Google, Apple).
- Log in with your account.
In case you cannot recover your account, please contact MUJI for support via email address: [email protected].
2.4 How to delete MUJI passport account?
- For users who have the application in their phone
Please delete the account yourself through the account deletion function in the application. - For users who have deleted the application in their phone
If you have deleted MUJI passport application but still remember your MUJI passport ID and can be verified as the account owner, we can assist you in deleting the account.
Please send your account deletion request to the following email address [email protected] including:- MUJI passport ID
- Recently purchased items
- Recently visited stores (checked in or purchased recently)
2.5 Will purchases at www.muji.com.vn earn MUJI passport application membership points?
Unfortunately, currently purchases at www.muji.com.vn do not earn MUJI passport application membership points.
2.6 Is the account on the website www.muji.com.vn synced with MUJI passport account?
Currently, these are two independent accounts, not linked or synced with each other.
