Frequently asked questions

Here you can find the answers to our most frequently asked questions. If you do not find an answer to your question, please contact our Customer Care team.

 

Shopping for Muuto products

Where can I see, feel and try-out Muuto products?

Muuto has a broad network of dedicated dealers and you can use our Store Locator to find a store near you. Please note that as our dealers do not necessarily carry the entire Muuto collection, we encourage you to contact them in advance if you are looking for a specific product.

Where can I buy Muuto products?

You can either buy Muuto products from our dealers on-line or in person at their retail stores. Please use our Store Overview to find a list of all dealers or our Store Locator to find your nearest store.  Please note that as our dealers do not necessarily carry the entire Muuto collection, we encourage you to contact them in advance if you are looking for a specific product. As an extra service, you also have the opportunity to shop directly from our official website.

Can you provide more information about a product?

We try to publish as much information about our products as possible to help you buy the products we love. The product page contains a description of the product, images, dimensions, information about material and care and the designer’s thoughts about the product. If you have additional questions regarding a specific product please contact our Customer Care team and they will do their best to answer your questions.  

I have seen a product advertised but cannot find it

Type the name of the product or the item number in the search box in the header of this website to find the product.

 

Shopping at www.muuto.com

My Order

Can I change my order?

It is not possible to change your order after it has been confirmed. Your order is sent to the warehouse immediately for fast delivery.

Can I cancel my order?

Unfortunately not. We will process your order once we receive it for fast delivery. But if you have regretted your purchase, you can return it upon receipt.

Can I exchange a product for another item?

Unfortunately, it is not possible to exchange a product for another item or colour. If you want a different product than the one you ordered, you can place a new order and return the original product for a refund.

Has my order been shipped?

As soon as your order is dispatched from our warehouse, we'll email you to confirm that it’s on its way to you.

Can I track my order?

Depending on the carrier we send your order with, the dispatch email we send you may include a unique tracking number which you can use to track the progress of your parcel.

Part of my order is missing

If an item is missing from your delivery, please contact our Customer Care team. Let us know the Order Number and the Item Number or Product Name of the item, and we'll look into it as soon as possible. We'll usually be able to send you the missing item, but on the rare occasion that it isn't possible, we'll of course send you a refund for the undelivered item.

 

Delivery Information

Do you ship to my country?

We currently only ship to Denmark, but we are expanding all the time. Check this page regularly or sign up to our newsletter to make sure you are the first to know when we ship to your country.

What is the delivery time?

Deliveries vary depending on your country. Most orders are sent from our warehouse on the the same or next day and will be delivered within 1-7 business days. Larger orders or furniture deliveres may take longer.

Do you deliver to P.O. Boxes?

Unfortunately, we do not ship to P.O. Box addresses for security reasons.

 

Payments

How do I pay for my order

We offer the following payment options: Dankort (Denmark only), MasterCard and VISA card.

When will I be charged?

When you place your order, your credit card will be authorised and you will receive an auto-generated email confirming your order. Payment is only debited from your card at time of dispatch. If your card is not authorised, payment will not be completed and you will be notified immediately if the payment was unsuccessful. Please remember that even if a payment is not authorised or cancelled, some card issuers may still reserve the money, meaning you will not be able to access that amount of money for a limited time.

 

Returns

How do I return an item?

If you want to return a product bought from www.muuto.com, you can find return instructions on the return note that will be included in your package. Alternatively you can find instructions in our Shipping and Returns Policy. When you return something, it is important that you note down your tracking number of the return parcel in case the parcel should be lost in transit.

I did not get the correct products

We do our very best do deliver the products you ordered, but if a mistake should happen, we endeavour to sort it out as smoothly as possible. If you received a product that is not identical to the one you ordered, please contact our Customer Care team with as many details as possible including your order number and ideally some pictures of the product.

I received a damaged product

If you received a faulty product please contact our Customer Care team with as many details as possible including your order number and ideally some pictures of the damaged product.

Have you received my return?

It takes approximately 10 working days for us to receive and process your return.

When will I receive my refund?

After we have received and processed your request, you will be issued the appropriate refund. We aim to process a refund within 3 working days of receiving your parcel or of receiving evidence of you having sent back the parcel. We will send you an e-mail to let you know we have received and processed it. After you have received the e-mail, please allow another 5-10 working days for the refund to be credited to your account. The processing time will depend on which bank or card issuer you have and, unfortunately, this delay is outside of our control. You can expect a refund in the same form of payment originally used for purchase. In the event that we are unable to refund your credit card we will contact you to arrange an alternative means of refunding your order.

You have refunded me the wrong amount

If you think you have been refunded the wrong amount please contact our Customer Care team quoting your order number and the required refund amount.

Why have you not refunded the delivery charge?

If you are returning items because you have changed your mind, this will be at your own cost, and we cannot refund your postage. However, if we sent you the wrong item or something faulty, just contact our friendly Customer Service Team and we'll help you to send it back free of charge.

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