FAQ
Thank you for shopping at the MUUZ online store.
Below are the answers to frequently asked questions regarding orders, shipping, returns, and exchanges.
If you have any other questions, please contact us via the contact form.
About Your Order
Can I change, add to, or modify my order?
As a general rule, we do not accept changes or additions to orders after they have been completed.
However, if the order has not yet entered the shipping preparation stage, we may be able to assist, so please contact us as soon as possible via the inquiry form.
Please note that we may be unable to accept changes once shipping preparation has begun or the items have been dispatched.
I would like to cancel my order; is that possible?
As a general rule, we do not accept cancellations after an order has been completed.
However, if the order has not yet entered the shipping preparation stage, we may be able to assist, so please contact us as soon as possible.
For personalized, engraved, made-to-order, or custom-made items, cancellations cannot be accepted once processing or production has begun.
Could you confirm if my order has been completed?
Once your order is complete, an automated order confirmation email will be sent to the email address you provided.
If you placed your order while logged into your account, you may be able to view your order history from your My Page after logging in.
If you do not receive an order confirmation email, please check your spam folder or verify the email address you entered.
If you are unable to confirm your order status, please contact us via the contact form.
I haven't received the order confirmation email.
Possible reasons include:
* An incorrect email address was entered
* The email was filtered into your spam folder
* Your email service provider is restricting incoming mail
* Your order was not completed successfully
If you still have not received the email after checking your spam folder and other areas, please contact us via the contact form, including your name and order details.
Can I place an order over the phone?
As a general rule, please place your orders through our online store.
For corporate or organizational orders, OEM/ODM requests, or large-volume orders, please contact us separately for consultation.
Can I combine multiple orders into one?
As a general rule, we do not accept requests to combine or consolidate multiple orders after they have been placed.
If your order has not yet been prepared for shipping, we may be able to assist, so please contact us as soon as possible.
Does the cooling-off period apply?
In principle, online mail-order purchases are not subject to the cooling-off period system.
Returns and exchanges will be handled in accordance with our "Return, Exchange, and Refund Policy."
About Membership Registration and Login
Do I need to register as a member to make a purchase?
You may be able to make a purchase without registering as a member.
By registering as a member, you can use convenient features such as checking your order history.
Membership registration is free.
I would like to change my registration information.
Information that can be changed from your My Page after logging in can be updated by yourself.
If there are items that cannot be changed or if you are unsure how to perform an operation, please contact us via the inquiry form.
I forgot my password.
Please use the password reset function on the login screen.
If you do not know your registered email address, please contact us.
I registered with the wrong email address.
If you are able to log in, please make changes via your My Page.
If you cannot log in or if you notice an error after placing your order, please contact us as soon as possible via our contact form.
I would like to cancel my membership.
If you wish to cancel your membership, please contact us via the contact form.
About our e-mail newsletter
You can unsubscribe at any time via the unsubscribe link included in the email newsletter.
If your member page has an email settings feature, you can also change your preferences there.
Please note that even after unsubscribing, we may still send you important notifications regarding your orders, payments, shipments, etc.
I am not receiving the email newsletter.
Please check your spam folder or email settings.
Also, please verify that your registered email address is correct.
Payment Information
What payment methods do you accept?
The available payment methods will be displayed on the checkout screen.
You can use credit cards and various other payment methods provided through Shopify and the payment services we implement.
Please check the options displayed at the time of payment to see which methods are actually available.
Can I change the payment method after placing an order?
As a general rule, payment methods cannot be changed after an order has been completed.
Please double-check your payment method before finalizing your order.
An error is occurring with my credit card.
Please check your card number, expiration date, security code, and other input information, then try again.
If the problem persists, please contact your card issuer or payment service provider.
Can I get a receipt?
If you require a receipt, please contact us via our contact form.
Depending on your chosen payment method, the statement issued by your credit card company or payment service provider may serve as your receipt.
About Delivery
When will the product be shipped?
In-stock standard items will generally be shipped within **5 business days** after your order is placed and payment is confirmed.
Business days are Monday through Friday.
We do not ship on Saturdays, Sundays, national holidays, during the year-end and New Year holidays, summer holidays, or other holidays designated by our company.
Items such as those requiring personalization, engraving, custom-made items, pre-order items, made-to-order items, and collaboration items may take longer than usual to ship.
When will the items arrive?
The delivery time after shipment varies depending on the destination region and the shipping method.
For domestic shipping, delivery typically takes a few days after shipment, but it may be delayed due to weather, traffic conditions, or the status of the delivery company.
For international shipping, please allow extra time due to customs procedures and local delivery conditions.
Can I specify a delivery date and time?
Depending on the shipping method and destination, you may be able to specify a delivery date and time when placing your order.
However, please note that the requested date and time are not guaranteed.
Delivery may be delayed due to traffic conditions, weather, or the status of the shipping carrier.
Date and time selection may not be available for deliveries to Okinawa, remote islands, certain regions, or international destinations.
Can I change the delivery date and time after placing an order?
We may be able to assist if your order has not yet been prepared for shipment, so please contact us as soon as possible.
Once your order has been shipped, you may need to contact the shipping carrier directly using the tracking number provided in your shipment confirmation email.
Can I choose the shipping company?
In principle, the shipping company will be designated by our company.
We will select the appropriate delivery method based on factors such as product size and the delivery area.
Do you ship internationally?
Yes. MUUZ also accepts international orders.
Please refer to "Shipping & Delivery" for available countries and regions, as well as shipping rates.
Please note that there are some countries and regions to which we cannot ship.
Additionally, customs duties, import taxes, and other clearance fees may apply depending on the destination country or region. These costs are, in principle, the responsibility of the customer.
Can I ship to multiple addresses?
In principle, each order is limited to one delivery address.
If you wish to have items shipped to multiple addresses, please place separate orders for each destination.
In such cases, shipping conditions will apply to each individual order.
Can it be shipped to an address other than the registered address?
Yes.
Please enter your preferred delivery address on the order checkout screen.
The product has not arrived.
Please check the tracking number provided in your shipping confirmation email.
If you are unable to determine the status after checking the tracking information, please contact us via our contact form.
What should I do if I am not home to receive the delivery?
Please check the delivery notice from the shipping company or the delivery status, and request a redelivery within the storage period.
If the product is returned to us due to prolonged absence, unknown address, refusal to accept, etc., you may be required to cover the shipping costs for reshipment and any other necessary expenses.
Returns, Exchanges, and Cancellations
I would like to return an item; is that possible?
Returns due to customer preference are accepted only if you contact us **within 7 days of delivery** and the product is unused and in the same condition as when it arrived.
If you wish to return an item, please contact us via the contact form before sending the item back.
For more details, please check our "Return, Exchange, and Refund Policy."
I would like to exchange the product; is that possible?
In the event of an initial defect, damage during shipping, or incorrect delivery, we will provide a replacement or take other appropriate measures after verifying the condition of the product.
Exchanges due to customer preference may not be possible depending on stock availability.
Please contact us first.
I received a defective product.
We sincerely apologize for the inconvenience.
Please contact us via our contact form within 7 days of receiving your order.
If possible, please include photos showing the issue to help us process your request more efficiently.
After verifying the condition of the product, we will provide guidance on the appropriate resolution, such as an exchange, repair, or refund.
In the case of a manufacturing defect for which we are responsible, we will cover the necessary shipping costs.
The item I received is different from what I ordered.
We sincerely apologize for the inconvenience.
Please contact us via the contact form within 7 days of receiving your order.
Once we have confirmed your order details, we will provide guidance on exchanges or other necessary steps.
Can I return items purchased at a physical store or through other online shops?
In principle, returns and refunds are handled according to the policies of the store or website where the purchase was made.
For products purchased outside of the official MUUZ online store, please first contact the retailer where the item was purchased.
Regarding repairs, MUUZ may be able to assist depending on the product, so please feel free to consult with us.
If I return this, how should I pack it?
Please return the product, umbrella bag, tags, accessories, etc., in their original condition, and pack them securely to ensure they are not damaged or soiled during transit.
Instructions regarding the return process will be provided when your return request is accepted.
Are there any specific delivery companies I should use for the return?
As a general rule, please use a traceable shipping method.
If we specify a return method after accepting your return request, please follow those instructions to send the item back.
Please note that if you return an item without prior notice, we may be unable to accept the return.
How will I be refunded if I return the item?
After the returned item arrives at our facility, we will verify its condition.
If a refund is approved, it will generally be issued through the same payment method used for the original purchase.
The time required for the refund to be reflected in your account varies depending on the card issuer, financial institution, or payment service provider.
About the product
The color of the actual product may differ slightly from what you see on your screen.
The actual product color may appear different depending on your display environment and settings, such as on a PC or smartphone.
Additionally, products made from natural materials like bamboo or wood may have individual variations in color, knots, grain, and shape.
Please enjoy these as unique characteristics of natural materials.
I would like to know the details of the product's size and materials.
Size, material, specifications, etc., are listed on each product page.
If you have any questions beyond the information provided, please feel free to contact us.
Are the items in my cart reserved?
Please note that simply adding an item to your cart does not guarantee its availability. Items may sell out if another customer completes their purchase first.
About Personalization and Engraving
Do you offer custom engraving or personalization?
Personalization and engraving services are available for eligible items.
Please check the individual product page for details, as availability, character limits, fonts, and placement vary by item.
Can I change the text on a personalized item after placing an order?
You may be able to make changes before processing begins.
However, once processing has started, changes to the text or cancellations cannot be accepted.
Please double-check the spelling and text content carefully when placing your order.
Can personalized items be returned?
In principle, we cannot accept returns or exchanges for items that have been customized to your specifications, such as personalized items, engravings, or made-to-order products, due to customer preference.
However, we will address issues in cases such as our own processing errors or initial product defects.
About Repairs
Can MUUZ umbrellas be repaired?
Depending on the type of product and the extent of the damage, repairs may be possible.
Please start by sending an inquiry to info@muuz.co, including photos that clearly show the entire product and the damaged area.
After assessing the condition, we will inform you whether the repair is possible, as well as the estimated cost and time required.
Depending on the product, repairs may need to be performed at our overseas factory, which may take additional time.
Corporate, OEM, and Collaboration Inquiries
Can I place a bulk order as a corporation?
Yes. We also accept orders from corporations and organizations.
Please contact us regarding quantities, delivery dates, budgets, etc.
Do you provide OEM/ODM services for custom umbrellas?
Yes. At MUUZ, we also accept inquiries regarding OEM/ODM for original umbrellas, custom branding, and joint projects with companies or brands.
Please contact us with your requested quantity, specifications, design, delivery date, and any other details.
I would like to collaborate with MUUZ.
We also welcome inquiries regarding collaborations with artists, brands, companies, stores, and more.
Please contact us via our inquiry form with details regarding your proposal.
Contact Us
For other inquiries
If your question is not resolved by the FAQ, please contact us via our contact form or the details below.
**MUUZ**
E-mail: info@muuz.co
TEL: 045-285-9488
Customer support hours: Weekdays 10:00–17:00
*Excluding weekends, national holidays, year-end and New Year holidays, summer holidays, and other holidays designated by our company.