Delivery, returns and exchanges
All packages are currently being shipped from Bali, Indonesia.
Please note that due to Covid-19, shipping costs have increased, which is due to fewer commercial flights offered by airlines. The delivery time is also extended, but not more than four weeks.
We hope that this situation will not continue so that we can return to normal rates and shipping times.
Please pay close attention to the size chart and order only for your exact size. When measuring yourself, your posture should be relaxed and you should stand up straight. Even better if someone else does it for you! Don't hold your breath, just relax and measure your actual size, adjust the tape measure without going into your body or being too loose and with just enough room for 2 fingers to fit between your body and the tape measure.
- If there is a problem with your purchase, please contact us as soon as possible.
- Please take the time to use our size guide before your purchase to avoid disappointment - we cannot issue refunds due to an incorrect fit.
- We will exchange any defective item when you return it in saleable condition within 14 days of receipt (please contact us as soon as you receive your item if there are any problems).
- Clothing that has been worn or washed will not be considered saleable and therefore cannot be returned.
- For everyone's health, underwear is non-refundable.
- Please also note that items must be returned with all tags intact.
- Returns must be shipped with shipping confirmation and at your expense.
At MUJO, our garments are handmade right here in Bali, in small quantities, on demand, with love and awareness.Our items are shipped from Indonesia from our artisanal studio located in Bali.
For the Bali Jumpsuit, please allow one to two weeks for delivery from the date of online order. In the event that there is a problem with any of the colors or patterns, an email will be sent to you without delay. It is therefore important to indicate your email address when ordering so that we can communicate with you for follow-up purposes.
For MUJO by Sati items, please allow 15 to 30 days for delivery from the date of order as the items are made to order only.
We do not accept returns, exchanges or cancellations. (In return, a credit may be issued).
If you have a problem, please contact us by email at firstname.lastname@example.org, and include your order number. We will do our best to ensure your online purchase is satisfactory.
TRACKING NUMBER FOR YOUR ORDER
You can track your package using your tracking number by clicking on the following website :
For MUJO items, mainly the BALI Jumpsuit, orders are shipped within three to five business days after payment is received. 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 the delivery is delayed.For MUJO by Sati items, orders are shipped within one to two weeks after payment is received. Please allow one to two weeks for delivery. We will contact you by email if the delivery is delayed.
Please note that our deliveries are made during normal business hours, Monday through Friday, 8:00 p.m. to 4:00 p.m. local UTC time. Purchases made on weekends and holidays are processed on the next business day.
RETURN AND EXCHANGE POLICY
If you have a problem, please contact us by email at email@example.com, and indicate your order number. We will do our best to ensure a satisfactory online purchase.Please note that for inventory and logistical purposes, no refunds or exchanges are accepted. We only give online store credit.
We do not accept returns, exchanges or order cancellations. (However, a credit may be issued in return).
The exchange policy begins the day your item is delivered. You must return the item within 14 days of delivery to be eligible for a credit only from the online store. You are responsible for the shipping costs incurred to return the item to MUJO for credit or exchange
We inspect all garments before shipping them. Within 72 hours of receiving the defective MUJO garment, please contact firstname.lastname@example.org directly to schedule a repair or replacement of the defective item as soon as possible. In your email, please include a photo indicating the nature of the problem.
Conditions for accessing credit: :
To be eligible for an online store credit, the original tags must be attached to your item, which must not have been worn, washed or altered. To complete your exchange, you must provide proof of purchase or your order number. Returns are processed within 14 days of receipt, but this may be extended during peak periods. Late returns are not accepted. All returned items are shipped to Canada for logistical purposes. On the customs declaration, returned items must be declared as follows: "returned goods to Canada". If this is omitted, additional charges may apply. These fees are deducted from your merchandise credit.
Items that cannot be returned or exchangedDue 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 above return requirements, you can obtain a credit that can ONLY be used in our online store. Please send an email to this effect to email@example.com and send your item to the following address
Attention: MUJO RETURNS
1731 Bourgogne Ave,
QC J3L 1Y8,
Please note that you are responsible for the cost of returning the items. Shipping charges are not refundable.
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 about this, please email firstname.lastname@example.org.
TAXES AND CUSTOMS
International orders may be subject to taxes or duties. Taxes, duties and shipping charges are the responsibility of the purchaser and are not included in the cost of the order or the shipping charges. These taxes, duties and shipping charges may vary depending on the country and state of the shipping address. In case of doubt about the applicable taxes, customs duties and shipping fees, we suggest you contact your local customs office. MUJO is not responsible for any additional taxes, duties and shipping fees imposed during the processing and shipping of your order.
PAYMENT METHODS ACCEPTED ON OUR ONLINE STORE
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.The following credit cards are accepted: Visa, Mastercard, American Express, Shop Pay, Apple Pay, Google Pay, PayPal and Interac.
Gift cards cannot be returned or exchanged for cash.
ERROR IN THE COMMAND
If you receive an item that you did not order, please send an email to email@example.com and we will take care of it.If you have a problem, please contact us by email at firstname.lastname@example.org, and include your order number. We will do our best to ensure your online purchase is satisfactory.