Frequently asked questions

1. Purchasing

- Question: How do I place an order on MUJI.com.vn?
  - To place an order, simply select your desired product, add it to your cart, and proceed with payment following the steps on the website. Learn more at ONLINE STORE SALES POLICY.
- Question: Can I change or cancel my order after placing it?
  - You can change or cancel your order before it enters the "confirmed" status. Once the order is confirmed and in transit, you will not be able to change or cancel it.
- Question: How can I use a discount code when purchasing?
  - During checkout, there will be a field to enter the discount code. Enter your code in the "Discount Code" box and click "Apply" to enjoy the discount.

2. Return and Refund Policy

- Question: Does MUJI offer refunds?
  - MUJI only offers refunds for products with manufacturing defects or if they are expired upon purchase. Refunds will be issued through the original payment method and may take 7 to 30 days, depending on the payment method. Learn more at RETURN & REFUND POLICY.
  - Specific Instructions:
    - Customers submit refund requests via www.muji.com.vn, MUJI hotline, or email.
    - MUJI will inspect the product before confirming the refund.
  - Refund Methods:
    - Credit/Debit Card: Refunded to the card within 30 days.
    - Cash or Bank Transfer: Refunded to the bank account within 30 days.
    - E-wallet: Refunded within 14 days.

3. Exchanges

- Question: What is MUJI's exchange policy?
  - Products purchased on muji.com.vn can be exchanged at any MUJI store in Vietnam within 14 days from the date on the receipt. The product must be unused, in its original packaging, and accompanied by the original receipt. The following items are non-exchangeable: furniture, food & beverages, innerwear & sleepwear, socks, gift vouchers, display models, and embroidered/hemmed products. Learn more at EXCHANGE POLICY.
  - Specific Instructions:
    - Bring the receipt and product to the nearest MUJI store.
    - Ensure the product is in its original condition, unused, and has its labels intact.
    - Only products of equal or higher value can be exchanged, and customers must pay the price difference if applicable.

4. Order Tracking

- Question: How can I track my order status?
  - You can check the status of your order by logging into your account on muji.com.vn or via the email with the tracking number provided after placing the 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

- Question: How can I stay updated on MUJI's new products and promotions?
  - You can subscribe to our newsletter on www.muji.com.vn or follow MUJI Vietnam on Facebook to receive updates on new products, promotions, and exciting activities.
  - Specific Instructions:
    - Visit MUJI Vietnam's Facebook or Instagram page.
    - Subscribe to the newsletter on muji.com.vn to receive email notifications.

6. Customer Service Contact

- Question: How can I contact Customer Service?
  - You can contact MUJI's customer service through the following methods:
    - Facebook message (MUJI Vietnam), ZaloOA (MUJI Online)
    - Email: [email protected]
    - Hotline: 19002 55579 (available from 8 AM to 5 PM, 5 days a week).
  - Specific Instructions:
    - Visit muji.com.vn for detailed contact information.
    - Use ZaloOA (MUJI Online) or Facebook Messenger for online support.

7. Press and Media Collaboration

- Question: Where can I inquire about press and media collaborations?
  - You can send an email to [email protected] to discuss media and press collaboration opportunities.

8. Payment

- Question: 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 can select either card or e-wallet payment.
    - For COD, pay the delivery personnel directly upon receiving the order.

9. VAT Invoice

- Question: Can I request a VAT invoice for my order?
  - You can provide VAT invoice details in the order information section. The invoice must be requested at the time of purchase to ensure its validity.
  - Specific Instructions:
    - When shopping online, please provide VAT invoice details during the ordering process.

10. Shipping

Question: Does MUJI offer nationwide shipping?

Yes, MUJI provides nationwide delivery. Shipping fees are calculated based on the delivery address and the weight of the products. More details are available in the DELIVERY POLICY.
Specific Instructions:

During checkout, the system will automatically calculate the shipping fee based on the address provided.
Delivery time varies depending on the customer's geographical location, ranging from 2 to 4 business days (excluding Saturdays, Sundays, and holidays).

11. Account and Security

Question: I forgot my password, how do I recover it?

You can visit muji.com.vn, click on "Forgot Password" on the login page, and follow the instructions to reset your password.

Question: Is my personal information secure?

MUJI is committed to safeguarding your personal information. We implement necessary security measures to protect your data. Learn more in the PRIVACY POLICY.

Question: I haven’t received my account registration/order confirmation email?

After completing the registration or purchase process, a confirmation email will be sent to the registered email address. Please check your Spam folder if the email is not in your Inbox.

Question: Can purchases made on www.muji.com.vn earn MUJI passport app member points?

Unfortunately, purchases made on www.muji.com.vn do not currently earn MUJI passport app member points.

Question: Is my www.muji.com.vn account synced with my MUJI passport app member account?

Currently, these are independent accounts, and the information is not linked or synchronized.