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Returns and swaps

At MUJO, we propose pieces using only the softest, highest quality materials, including Tencel, certified organic cotton, bamboo, rayon and sustainable modal fibers. The collections are conceptualized in Quebec, and employees of a family business located in Bali, with good working conditions, make the garments by hand. The garments comply with fair trade regulations, and each item is lovingly sewn in an ethical environment.

MUJO Clothing offers an alternative to mass-produced generic clothing and supports a group of Balinese women, as well as the eco-creator MUJO (Isabelle Cloutier) who designs and produces clothing models that respond to the trends of respectful, honest and sustainable fashion.

#SLOWFASHION #SLOWLIVING 

Buying is voting!

*** NEWS REGARDING COVID-19 DELIVERY ***

All packages are currently being shipped from Bali, Indonesia.

Please note that due to the Covid-19, shipping charges have been adjusted, which is due to a decrease in the number of commercial flights offered by airlines. The delivery time is also extended but will not exceed four weeks.

We hope that this situation will not continue so that we can return to normal shipping rates and times.

DELIVERY SCHEDULES

At MUJO, our clothes are handmade right here in Bali, in small quantities, on demand, with love and conscience.

All packages are currently being shipped from Bali, Indonesia.

For the Bali Jumpsuit, please allow one to two weeks for delivery from the date of the online order. In case there are any problems with colors or patterns, an email will be sent to you without delay. It is therefore important to include your email address when ordering so that we can contact you for tracking purposes.

For MUJO by Sati items, please allow 15 to 30 days for delivery from the date of the order since the items are made to order only.

We do not accept returns, exchanges or cancellations. (However, credit may be given in return).

In case of problems, please contact us by email at isabelle@mymujo.com, and include your order number. We will do our best to ensure a satisfactory online purchase.

TRACKING NUMBER OF YOUR ORDER

You can track your package using your tracking number by clicking on the website below

https://www.ems.post/en/global-network/tracking

For MUJO items, primarily the BALI Jumpsuit, orders are shipped within three to five business days of receipt of payment. A tracking number is then sent to you by email. Please allow one to two weeks for delivery. We will contact you by email if there is a delay in delivery. 

For MUJO by Sati items, orders will be shipped within one to two weeks of receipt of payment. Please allow one to two weeks for delivery. We will contact you by email if delivery is delayed.

Please note that our deliveries are made during regular business hours, Monday to Friday, 8:00 p.m. to 4:00 p.m., local time UTC. Purchases made on weekends and holidays are processed the first working day thereafter.

RETURN AND EXCHANGE POLICY

In case of problems, please contact us by email at isabelle@mymujo.com, and include your order number. We will do our best to ensure a satisfactory online purchase.

Please note that for inventory and logistics purposes, no refunds or exchanges are accepted. We only grant online store credit.

We do not accept returns, exchanges or order cancellations. (However, a credit may be granted).

The exchange policy begins on the day of delivery of your item. You must return the item within 14 days of delivery to be eligible for an online store credit only. You are responsible for the shipping costs incurred to return the item to MUJO for a credit or exchange.

Defective items

We inspect all the clothes before shipping them. Within 72 hours of receiving the defective MUJO garment, please contact isabelle@mymujo.com,directly to schedule the repair or replacement of the defective item as soon as possible. In your email, please include a photo indicating the nature of the problem.

Eligibility to credit 

To be eligible for a credit from the online store, the original labels must be attached to your item, which must not have been worn, washed or tampered with. To complete your exchange, you must provide proof of purchase or your order number. Returns are processed within 72 hours of receipt, but this time frame may be extended during peak periods. Late returns are not accepted. All returned items are shipped within Canada for logistics purposes. On the customs form, returned items must be declared as follows: " return of goods to Canada". If this is omitted, additional charges may apply. These fees are deducted from your merchandise credit

Items that cannot be returned nor exchanged

Due to their nature, unless they are damaged or defective, items cannot be returned in the following cases:

  • custom or personalized orders
  • intimate items (for health and hygiene reasons)

STEPS TO FOLLOW FOR A RETURN

If your item does not meet all of the abovementioned return conditions, you can obtain a credit that can ONLY be used in our online shop. Please send an email to this effect to isabelle@mymujo.com and ship your item to the following address:


MUJO

Care of Isabelle Cloutier

2325 Wellington

Montreal, Quebec

Canada H3K 1X5


Please note that you are responsible for the cost incurred to return the items. Shipping charges are not refundable.

The expected time of arrival at destination of the item to be exchanged may vary depending on the location of the shipment.

If you are shipping an item over $75, we suggest you use a shipping service that provides a tracking number or purchase shipping insurance. We do not assume responsibility for the loss of your package.

If you have any questions on this subject, please send an email to isabelle@mymujo.com.

TAXES AND CUSTOMS

International orders may be subject to taxes or customs duties. Taxes, customs duties and shipping charges are the responsibility of the buyer and are not included in the cost of the order or shipping charges. These taxes, customs duties and charges may vary depending on the country and state of the delivery address. If there is any doubt about applicable taxes, customs duties and shipping charges, you should contact your local customs office. MUJO is not responsible for any additional taxes, customs duties or charges being imposed during the processing and shipping of your order.

METHODS OF PAYMENT ACCEPTED ON OUR ONLINE SHOP

For your security, we accept all debit and credit card payments through PayPal, which accepts Visa, Mastercard and American Express. You can also pay directly from your bank account by creating a PayPal account. If you have any questions regarding payment on our secure online site, please contact us by email, and we will send you a manual invoice for payment.

Credit cards accepted: Visa, Mastercard, American Express, Shop Pay, Apple Pay, Google Pay, PayPal and Interac.

GIFT CARDS

Gift Cards cannot be returned or exchanged for a monetary value.

ERROR IN THE ORDER

If you receive an item that you did not order, please send an email to isabelle@mymujo.com,and we will fix the problem.

If you have a problem, please contact us by email at isabelle@mymujo.com, and include your order number. We will do our best to ensure a satisfactory online purchase.

MUJOLOVE

#loveyourjourney

Isabelle C.  

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