Refund policy

Exchanges and returns at MU

We want you to love your purchase, but if you need to make an exchange or a return, here is how to do it, step by step.

👉 To start an exchange or return, click here

At a glance

  • You can make exchanges or returns within 30 days of delivery.
  • The product must be unused and in perfect condition, with its original box and fabric bag.
  • The first exchange is free in mainland Spain (for orders over €80).
  • Returns cost €6.50 in mainland Spain.
  • Outlet items cannot be exchanged or returned.
  • If the product arrives used or damaged, the amount will not be refunded.
    • The customer can get it back by paying the shipping costs.
    • If it is not collected within 60 days, MU may donate or destroy it.

Frequently asked questions

1. How do I make a return?

  1. Visit our returns centre here
  2. Enter your order number and email
  3. Select the products you want to return
  4. You will receive a confirmation email

📦 Take the parcel to any Correos post office.

You must show the return label or code at a Correos office, printed or on your phone. Correos staff will print the label (if needed), attach it to the parcel and handle the shipment.

💸 Cost: €6.50 in mainland Spain (deducted from the refund).

⚠️ Important: the return must be processed through our system. The warehouse does not accept products without a label.

⚠️ Important: you have 5 business days to take the return to the carrier's office.
After that, the label expires and the return request is cancelled automatically.

2. Which products can be returned?

We accept returns of products that:

  • Are unused and in perfect condition
  • Still have their box, fabric bag and original packaging
  • Have not been personalised
  • Were bought less than 30 days ago

We do not accept incomplete, damaged, used or dirty products.

⚠️ Outlet items cannot be exchanged or returned.

3. Can I exchange products?

Yes! You can request a size or model exchange from here.

  • The carrier will deliver the new product within 24–72 business hours
  • Take the previous pair to Correos with the code we will email you
  • The product must be unused and in its original packaging

We do not accept incomplete, damaged, used or dirty products.

If the product is not in the right condition, MU will let you know. You can:

  • Arrange for the product to be collected (at your expense) within 30 days
  • After that, we will understand that you have given up the product and we may donate or destroy it

4. How long do I have to make an exchange or return?

You have 30 days from delivery to make an exchange or return.
After that, we cannot offer a refund, exchange or credit.

🎯 During campaigns such as Black Friday, we extend this to 45 days:

  • First 30 days: refund to the original payment method
  • Last 15 days: refund as a gift card

If the product is not in the right condition, MU will let you know. You can:

  • Arrange for the product to be collected (at your expense) within 30 days
  • After that, we will understand that you have given up the product and we may donate or destroy it

5. How much does an exchange or return cost?

Mainland Spain:

  • First exchange: FREE (for sneaker orders over €80)
  • Further exchanges: €6.50
  • Returns: €6.50 (drop off at Correos)
  • Home collection: €7.50

Other destinations:

  • Balearic Islands: exchanges €6.50 / returns €8
  • Portugal: exchanges €6.50 / returns €8
  • Europe: exchanges and returns €20
  • Outside Europe: exchanges and returns €30
  • For the Canary Islands, the customer must arrange the return themselves. Please email info@muthebrandstore.com and we will send you the instructions.

6. How should I pack the product?

  • Use the original MU box to return the sneakers
  • The sneaker box must always be protected inside a shipping box or bag
  • If you no longer have the original shipping box, you can use any other bag that properly protects the parcel
  • The shipping label must always go on the outer box or bag, never directly on the sneaker box
  • You can use cling film or a fitted bag to avoid unnecessary bulk during transport

Important:
If the sneaker box is sent without outer protection (no shipping box or bag), MU will apply a penalty, deducted from the final refund, because of the damage and extra costs this can cause.
If the original box or the fabric bag is not returned, €3 will be deducted from the refund for each missing item.

7. When and how will I get my refund?

We will refund you to the same payment method within an estimated maximum of 15 days from the acceptance of the return.

📨 Any questions?

Write to us at: info@muthebrandstore.com
We will be happy to help.