ONLINE REWARDS FAQ

SIGNING UP & ACCOUNT INFORMATION

• What is the MUJI Online Rewards Program?+

  MUJI Rewards is an online exclusive loyalty program that rewards registered members with points every time they shop on our Canada online store muji.ca. Points can then be redeemed for dollars toward a future online order only.
  
  All members have access to exclusive online rewards including but not limited to early online promotions, birthday rewards, free tiered rewards, and more. In addition to shopping on MUJI.ca, members can earn points by performing other program actions such as writing a review for a verified purchase, referring a friend, or following MUJI social accounts.

• Is a rewards account different from a muji.ca account?+

  Nope! Once you’ve signed up for a muji.ca account you’re automatically enrolled into our Online Rewards Program.

• Can I have a muji.ca account but not participate in MUJI rewards?+

  Unfortunately, no. The accounts are linked to ensure we’re offering you the best online shopping experience as a MUJI Shopper.

• How do I sign up for MUJI Online Rewards?+

  Signing up is free for all! Simply click on the “JOIN NOW” button. Enter your name, email address, and password to sign up.
  
  If you made purchases after January 1st, 2023, be sure to create your account using the same email address you used at checkout so that you get access to those hard-earned points.

• I already have an account. Do I need to create a new one to earn points?+

  All customers with an active account were automatically enrolled in our rewards program.

• How do I earn points?+

  Members earn one point for every $1 spent online at MUJI.ca. (During bonus points events, reward points increase!) It's also possible to earn points through additional actions, all of which are detailed on the MUJI REWARDS page under WAYS TO EARN POINTS. NOTE: You must be logged into your account to receive points for purchase.

• When do the points for my order reflect in my account?+

  Points reflect on your account once your order has been marked as fulfilled.

• Will I receive points for purchases I made prior to the launch of the online program in 2023?+

  For any purchases that were placed after January 1st, 2023, you’re in luck! We’re holding your points for you so all you must do is create an account with the same email address you used as a guest to access those points. Points added to your account are based on the net amount purchased (we do not include shipping and tax fees).

• What if I have an old email address or multiple email addresses and want to combine my accounts & earnings?+

  Contact customer service by emailing online@muji.ca and our team will be happy to assist you with merging your accounts.

• I no longer consent to participate in MUJI Online Rewards. How do I opt out?+

  We’re sorry to see you’ve decided to leave our program. Please reach out to our team at online@muji.ca and we will be able to delete your rewards account for you!

EARNING & REDEEMING

• Does it cost anything to begin earning points?+

  Nope! Signing up is 100% free! Plus, you’ll receive 50 Points to your account just for signing up!

• How are points added to my account?+

  Every $1 spent earns you 1 point to your account. Points added are based on total amount spent not including shipping and tax fees. Points are given in whole numbers. When a customer makes a purchase for a sum that isn't a round number (whole dollars only), their point balance will be rounded down to a whole number. The same applies to refunds. For example, a customer made a purchase for $49.95. The amount of points they receive is rounded down to a whole number, giving the customer 49 points.

• Can loyalty points be used with other discount codes?+

  No. Rewards points cannot be used with other promotional discount codes when placing an order online.

• Can I redeem a product and apply a coupon code at the same time?+

  Not currently! Unfortunately, when redeeming a product with your points you’ll only be able to do this when you have no additional coupon code at checkout. Cart must have full-priced items only when checking out to redeem free product (no clearance or promotional items can be added).
  
  However, you do have the option of redeeming a free product and redeeming your points at checkout!
  

• How do I redeem my points?+

  Simply log in to your account and use the dropdown at checkout to redeem your points. The points used will automatically convert into a coupon code that will be used on your order. NOTE: Points redemption will apply to full-priced items only and does not stack with any additional coupon codes on site.

• Can I redeem my points in-store?+

  Not at this time, you will not be able to earn or apply rewards points toward purchases in-store. We are working to link our brick & mortar stores with our online store in the future.

• How do my points convert to dollars?+

  100 Points = $1 always. We may hold Points Events in which case points may double or triple for every $1 purchase.

• Is there a limit to how many points I can earn?+

  Nope! Every rewards member can earn as many points as possible when shopping with us. Remember, the more points you earn the better your perks while shopping online.

• Can I return my order if I redeemed rewards points for a discount?+

  Yes. Once your order is refunded, any points earned from the purchase will be removed from your account. NOTE: Points redeemed for the purchase will not be returned.

• What if I placed a second order using the points earned from my first order, but returned my first order?+

  In situations like this, your point balance may appear negative. If you’ve used the points earned from your first order but returned those items – the points earned would be removed from your account however, they had already been used in your second purchase.

• I’ve earned points/(Insider, VIP, Elite) tier with my last purchase, but now I want to return it. What will happen to my reward?+

  If you return a purchase that bumped you up into a higher tier but ultimately decided to return it, you will return to your original tier.

• Do points expire?+

  Your points will expire after one year of inactivity. Inactivity includes not interacting with our program i.e., redeeming points, placing an order, etc

BIRTHDAY REWARDS

• How can I get a birthday reward?+

  Add your birthday under ways to earn points on the rewards page. On your birthday we will send a birthday coupon directly to your email. This will also be available on your account under Rewards History!

• Can I change my birthday?+

  No. To ensure all information is accurate please double-check before entering your birthday date. Otherwise, our support team is unable to make any changes.

• I signed up for the Birthday Reward, but I didn’t receive it.+

  We’re so glad that you have chosen to celebrate with us through our rewards program. For you to receive your birthday reward on your birthday, you must register your birthday at least 30 days prior to your birthday. If your birthday falls between the day that you registered and the 30 days waiting period afterward, you will receive your birthday reward 30 days after your registration. This delay is only applicable for the first year that you sign up. All successive birthday rewards will be emailed to you on your birthday.
  
  If you register your birthday through your rewards account any time after it has passed in the current calendar year, rewards will not be added to your account until the day of your birthday in the following year. NOTE: If it has been more than 30 days since you registered for your birthday reward and you still have not received the coupon in your email or accouunt, please contact online@muji.ca and we will be happy to assist you!

• When do I receive my birthday reward?+

  Happy Birthday! All birthday rewards will be delivered on the same day as your birthday date. Remember depending on what Tier you’re in you can expect a great special deal just for you.

• Where will my birthday reward be delivered? Can I see it on my personal account page?+

  Your birthday reward will be delivered via email and will also be available on your account under Rewards History. On the day of your birthday, you’ll receive a special reward valid for 30 days.

• Can I use my birthday reward in-stores?+

  Thanks for asking! All birthday rewards earned are exclusive online only at MUJI.ca.

TIER PROGRAM

• How is my tier determined?+

  Your tier is determined by the amount you spend in a calendar year (Ex. Jan 1, 2023 – Dec 31, 2023). To reach:
  
  Classic, no minimum spend required
  Insider, you must spend $150
  VIP, you must spend $300
  Elite, you must spend $500
  
  Once you qualify, you will instantly move up and have access to that tier's perks through the rest of the current calendar year as well as the following calendar year. As you move up in the VIP Tiers, you will retain all benefits from your previous tier.

• Will my tier be reset after the calendar year is over (Jan-Dec)?+

  You get to keep your Tier for the second calendar year after joining during your first calendar year! Ex; if you reached Insider Tier for 2023 then you get to keep that tier for 2024!

• How do I know which Rewards tier I am currently a member of?+

  Congratulations! Once you’ve leveled up in Tier, you will automatically receive an email letting you know which Tier you’re currently in and what new benefits you’ll receive.

• Tier Expiration+

  You must continue to spend to remain in your tier. Whatever tier you achieve in a calendar year (ex. Jan 1, 2023 –Dec 31, 2023), you keep for the following year.
  
  For instance, if you spend $500 dollars in 2023 and achieve Elite, you stay in that tier through 2024. At the start of 2024, you will keep your earned tier and perks, however, your spending towards that tier's threshold resets to $0 and you must spend the designated tier amount (in this case, $500) to ensure that you remain in that tier for the following year (2025)

• New Tier Welcome reward*+

  Once you've reached a new Tier level you'll automatically receive an email with all the instructions on how to redeem your free reward. Each reward is subject to select items only and must be added to your cart on your next purchase in order to redeem the item.

TROUBLESHOOT & FRIEND REFERRALS

• I should have earned points for a purchase/incentive, but I didn’t see my account balance change. Did I get credit?+

  Yes! Points earned for a purchase/incentive are always rewarded in your account! There might have been a delay in our systems communicating and points could take anywhere from minutes to several hours to appear in your account. However, if you feel like you have earned points, but they are not showing up in your account you can always troubleshoot like so:
  
  1. Try to refresh your browser. Clear cache and cookies too.
  2. Try to log out and then back into your account.
  3. Check your ‘Rewards history’ in your Rewards account to see if the points were added without you realizing it.
  
  Your ‘Rewards history’ will show you the number of points earned, how and when they are earned, as well as any redemptions of points made on your account. If you still feel like your points balance is not accurate you can contact our team at online@muji.ca and they will investigate the issue for you.

• I made an account after I made my purchase online, can I still get my points for that purchase?+

  Yes! However, points will only be applied to your account if the purchase was made 7 days before you created an account. Reach out to our support team at online@muji.ca with your name, email, order #, date of purchase, and date of sign-up so we can smoothly add your points.

• I forgot to login/used the wrong email when making an online purchase. Can you add my points after my online purchase? How long do I have to do that?+

  Yes! Make sure to reach out to our support team at online@muji.ca with your order # and date of purchase online. You have 7 days until the date of purchase to reach out so that your points can be properly added to your account.

• I still don’t see any points in my account for the purchase I made, why is that?+

  Here are the most common causes of this issue:
  (1) The account holder is not logged in when checking out. Be sure to log in to have access to your points at checkout.
  (2) The account holder’s purchase was made prior to creating an account. Points do not enter an account when the user does not have an account with us and has made a purchase while checking out as a guest.
  (3) The account holder’s purchase predates January 1st, 2023 - the date we started tracking and assigning points.
  (4) The account holder made the purchase using a different email address at checkout. If this is the case, reach out to us at online@muji.ca and we can manually adjust your points to consolidate into one email address.
  (5) The account holder made a purchase in one of our Brick & Mortar stores.
  If you’re still unsure why there are no points added, please don’t hesitate to reach out to us at online@muji.ca

• I received an error message when referring friends through the email referral box. What went wrong?+

  We are sorry to hear that! There are a couple of scenarios that could have triggered the error message. The first possible scenario is that there was a typo in one of the email addresses that you entered, or you forgot to put commas between multiple emails to separate them. To eliminate confusion over what occurred, we recommend that you go back and enter each email address one at a time. If you are still having problems using the email referrals, we recommend using your unique referral link or sharing the referral through Facebook, Twitter, or Messenger to receive credit.

• I’ve referred several friends, but I haven’t received any points for it. Is there something else I need to do?+

  Thanks so much for referring your friends to us! We really appreciate it. Referred friends must be first-time customers for both of you to receive the referral rewards. In addition, the referral must be initiated through our rewards referral box on your personal rewards page or using your unique referral link also found there. Points will be added to your account as soon as your friend completes their first purchase on our website. When this happens, you will receive an email letting you know that one of your referrals made a purchase using your code and that a reward was added to your account. You can also check ‘Rewards History’ to see a list of any points that you have received for your referrals.

• Why didn't I get my reward when I entered a new Tier?+

  Please note, that the rewards for each tier are a coupon code used to redeem a specific item in your next purchase. If you did not receive an email when you reached a new Tier please reach out to customer support so we can forward the email with instructions on how to redeem your reward.

STORE PURCHASES

• I made a purchase in-store, how can I apply those points to my account?+

  Store purchases do not count for online points. All purchases must be made online with an online rewards account to ensure that our system is able to capture your order and the total points earned from your order.

• Why can’t I use my points in-store?+

  Points earned online cannot be used in-store. While we appreciate any feedback regarding our Online Rewards Program, we are still growing and will build a roadmap so that shopping online and in-store can become more interactive and seamless.

CHECKOUT & CONDITIONS

• How do I redeem my rewards at checkout?+

  To redeem your points in checkout, use the dropdown directly above your cart total to choose the amount you would like to apply, then click the “APPLY” button.

• How is my free shipping applied at checkout (VIP/Elite Only)?+

  As a VIP & Elite member, your free shipping will be automatically applied at checkout – just remember to make sure you're signed in! Please note MUJI Canada’s online store delivery area includes all Canadian provinces, except Quebec and the Territories (Northwest, Nunavut, and Yukon). We do not ship outside of Canada. Read more about restrictions for our free shipping at https://muji.ca/pages/shipment.

• Additional Terms Regarding Loyalty Points.+

  Points and rewards will expire if you fail to make at least 1 purchase or earn 1 reward every 12 months. If we ever decide to end the rewards program, your points and perks will expire with the program. We also reserve the right to terminate any person’s rewards membership if we believe you are violating our https://muji.ca/policies/terms-of-service, reselling products, exploiting the program, making excessive returns, engaging in fraud, abuse of privileges, or inappropriate behavior that seeks to manipulate the rewards program, or for any other reason we deem necessary based on our sole discretion. If your account is terminated by you or us, or you opt out of the rewards program, you will lose any unused rewards as well as all points that have not been redeemed.