Returns & Exchanges

International Return Policy

We have a 8-day return policy, which means you have 8 days after receiving your item to request a return.

If, for any reason, you are not happy with your purchase once received, please contact us within 8 days of receiving the goods. To return any items you must contact us in writing by sending an email to contact@muugi.jp. Please do not ship the item(s) until you have received a response from us via email confirming your return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging.

We’ll take it back provided the item’s condition falls within the following parameters:

• Brand-new, unused, and unworn
• Unwashed and unaltered
• Free from odors, stains, damage, or signs of use
• In the same condition as received, with all original packaging and accessories
• Delivered within the past 8 days
• Not listed as “non-refundable” (All briefs/panties and all Irregular Products are non-refundable)

To start a return, you can contact us at contact@muugi.jp.

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Customers are responsible for the return postage. Please note that if your country of residence is not Japan, shipping your goods may take longer than expected.

Please note that the shipping costs paid at the time of the order will not be refunded.

Duties and taxes are forwarded to your local customs authority and therefore, are non-refundable. As only the recipient of an order can claim these fees back, please contact your local customs office directly with copies of the return(s) paperwork.

We strongly recommend you ask for a proof of postage in case the parcel goes missing on its way back to us.

We encourage customers to carefully read this Return Policy and to please make sure all the items are eligible for return to avoid disappointment.

Items must be in their brand-new, unused condition with their original packaging. Any items that have been worn, damaged, washed or altered in any way will be rejected.

We provide a refund to your original payment method for all eligible items.

We do not accept packages returned on a cash-on-delivery basis or packages requiring additional payment.

We do not provide a returns label or pay for returns shipping.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right. Please contact us within 8 days of receipt of the item.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return to let you know if the refund was approved or not.

If your return is approved, we will initiate a refund to your credit card (or original method of payment).

You will receive the credit within 10 business days, depending on your card issuer's policies.

Please remember it can take some time for your bank or credit card company to process and post the refund too.

You can always contact us for any return questions at contact@muugi.jp.