Damaged Items Policy

We pack all items including fragile items are securely as possible, If your item does arrive damaged there are a few important steps to follow to ensure we have everything needed to lodge a compensation claim.

Step 1: Contact us within 3 business days via email at contact@mujostore to let us know your item arrived damaged. In this email you will need to include the following:

- Name and order number

- Photos of all internal packaging (including internal boxes and packing materials such as hex wrap, Kraft paper, etc)

- Photos of all external packaging (multiple photos of all angles)

- Photos of full contents received

- Photos of damage contents

- Please specify if all or partial contents damaged

***Please keep the damaged item and damaged packaging on hand until the insurance claim process is complete. Please note without this the claim may not be approved.

Step 2: Await a response via email – we aim to get back within two business days, however this may take longer during busy periods. We may need further information, or you may have provided sufficient evidence for your claim to begin being investigated.

Step 3: Investigation will begin, please await final outcome. If approved a refund will be processed via the original payment method for your order.