Refund policy

Returns & Exchanges at MU

We want you to be happy with your purchase — but if you need to make an exchange or a return, here’s how to do it step by step.

👉 To start an exchange or return, click here

Quick summary

  • You can request an exchange or return within 30 days from delivery.

  • The product must be unused, in perfect condition, and in its original box.

  • The first exchange is free in Mainland Spain (for orders over €80).

  • Returns cost €6.50 in Mainland Spain.

  • If the product arrives used or damaged, the refund will not be issued.

  • You may recover it by paying the return shipping costs.

  • After 60 days, MU may donate or dispose of the item.

FAQs

1. How can I make a return?

  1. Visit our Returns Center [here]

  2. Enter your order number and email address

  3. Select the items you wish to return

  4. You’ll receive an email confirmation with all pickup/drop-off details

📦 Take your parcel to any Correos office. You don’t need to print a label — just show the code we’ll send you.

💸 Cost: €6.50 in Mainland Spain (deducted from your refund).

⚠️ Important: Returns must be processed through our system. The warehouse cannot accept unlabeled parcels.

2. Which products can be returned?

We accept returns for products that meet the following conditions:

  • Unused and in perfect condition

  • In their original box and packaging

  • Not customized

  • Purchased less than 30 days ago

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

3. Can I exchange a product?

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

  • The courier will deliver the new product within 24–72 business hours

  • Take the previous item to Correos using the code we’ll send by email

  • 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 acceptable condition, MU will notify you. You may then:

  • Arrange pickup (at your own cost) within 30 days

  • After that period, we’ll assume you renounce the product, and it may be donated or destroyed

4. What is the time limit for exchanges or returns?

You have 30 days from delivery to make an exchange or return.
After this period, we cannot offer refunds, exchanges, or store credit.

🎯 During campaigns such as Black Friday, we extend the period 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 acceptable condition, MU will notify you. You may then:

  • Arrange pickup (at your own cost) within 30 days

  • After that period, we’ll assume you renounce the product, and it may be donated or destroyed

5. What are the costs of exchanges and returns?

Mainland Spain:

  • First exchange: FREE (for sneaker orders over €80)

  • Additional exchanges: €6.50

  • Returns: €6.50 (drop off at Correos)

  • Home pickup: €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

  • Canary Islands: customer must manage the return (customs process)

6. How should I pack the product?

  • Use the original MU box

  • Protect it inside a bag that fits the size (such as the courier’s)

If you no longer have the original bag, you can use another — make sure it fits well.
You can use tape or film to keep it compact without adding extra volume.
Attach the shipping label to the outer bag, never directly to the shoe box.

⚠️ If additional shipping costs arise due to oversized or overweight packaging, MU will deduct that amount from your final refund.
If the original box is not returned, €3 will be deducted from the refund.

7. When and how will I receive my refund?

Refunds are issued to the same payment method within an estimated maximum of 15 days after the return is accepted.

📨 Still have questions?
Write to us at info@muthebrandstore.com — we’ll be happy to help you 💛