Shipping and Returns

1. Deliveries

We ship within the European Union, partnering with major international carriers such as DHL, FedEx, and UPS. See the full list of countries we ship to here.

The shipping cost is based on the destination, weight, and volume of the parcel/shipment and will be calculated automatically. You will see the exact rate at checkout.

The delivery partner will contact the buyer and provide further information regarding the delivery. 

The contact information provided with the order must include a phone number at which the buyer can be reached during delivery.

1.1 Receiving the delivery

Please check the packaging of your item(s) upon delivery for external damage before signing the proof of delivery. In case you detect any damage such as dirt, moisture or scratches, ask the driver to log an initial complaint about the issue. If the item has been damaged during transport, please file a claim within three days of receiving the order by contacting our customer support team.

We recommend that you receive your parcel in person. If you have authorized the courier to leave it in a safe place and it goes missing after delivery, we are not responsible for the loss.

2. Right of return

It is important to us that you are satisfied with your purchases. If the product does not meet your expectations, you have the right to return any product within 14 days of delivery. 

In accordance with EU law (in legal terms a “distance contract” or “off-premises contract”), the customer has the right to cancel or return the order without specifying a reason within 14 days of receipt of the order (“cooling-off period”). If the cooling-off period expires on a non-working day, your deadline is extended until the next working day. The customer may also exercise the right of withdrawal before receiving the product.

The customer must submit a cancellation notice to Mjuk within the time limit. A cancellation or return notice should be submitted via the withdrawal function in the webshop or via email to hello@mjuk.com.

Once the customer has received the product, they may handle and inspect it only to the extent necessary to establish its nature, characteristics, and functioning. The customer is liable for any diminished value resulting from handling beyond this, including where the product has been put into use. Mjuk may deduct an amount corresponding to the diminished value from the refund.

Mjuk asks that all parts, and where possible the original packaging and manual, be included, and that items requiring assembly be returned disassembled. The absence of original packaging does not by itself prevent the return but may be taken into account in assessing any diminished value.

The item must be repackaged in its original or equivalent shipping box. If your items were delivered on a pallet, please keep it for a potential return.

To help cover handling and quality control, we apply a small restocking fee depending on the size of the item:

Small items: €20 Medium items: €30 Large items: €50

This fee is deducted from your refund once the return has been processed.

3. Returns

If you decide to return the product within the 14-day cooling period, you are responsible for the direct cost of returning the product, unless the product is defective. For larger items that cannot normally be returned by post, the return charge corresponds to the least expensive delivery method applicable to the product.

Returns of defective products are free of charge.

Some of our products are second-hand or outlet items and may show signs of use or wear. If such signs of use or wear are specifically described and shown on the product page, the customer retains the right to return the product; however, the return will be treated as a standard return, and the customer will be responsible for the return costs. These returns will not be processed as complaints or defects, and Mjuk will not bear the cost of return shipping in such cases.

Mjuk will refund the buyer the value of the cancelled products using the same payment method that was used for the original purchase, unless the buyer explicitly agrees to a different refund method. 

We will make a refund on the order within 14 days of receiving the returned product at our warehouse. 

Mjuk reserves the right to withhold the refund until it has received the returned product, or the buyer has provided evidence of having sent the product. 

The buyer does not incur any costs for the return of payments. If the buyer cancels the order, they will be refunded the price they originally paid for the product, even if the price has changed afterwards.

Of the original delivery cost, Mjuk refunds up to the cost of the least expensive standard delivery method offered; any supplementary cost arising from a more expensive delivery method chosen by the buyer is not refunded.

4. Claims

Sometimes things don't go according to plan, but we are here to help you. You can contact our customer support at hello@mjuk.com and we'll sort things out for you!

If the product you received is defective or damaged during transportation, take photos of both the packaging and the product. Send the photos and a more detailed description to us within three days of receiving the order. Always save the damaged shipping packaging.