Refund policy

MUOI Return & Care Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition in which it arrived: unworn, unused, with all tags attached, and with the original dust bag and packaging included. Proof of purchase is required for all returns, including gifts. Because MUOI operates as a direct-to-consumer brand, we must have the original purchaser’s information on file to complete a return.

If you received your bag as a gift and do not have the order details, please call or email us. We are happy to help you locate the purchaser so we can assist you.

To start a return, contact us at care@mymuoi.com.

If your return is approved, we will send you a prepaid return label with instructions on how and where to send your package. Items sent back without prior authorization will not be accepted.

Refunds

Once we receive and inspect your return, we will notify you to confirm whether the refund has been approved. If approved, your refund will be issued to your original payment method within 10 business days. Please note that your bank or credit card company may require additional time to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at care@mymuoi.com.

Damages, Issues & Ongoing Support

Please inspect your order upon arrival and contact us immediately if your bag is damaged, defective, or if you receive the wrong item. We will review the issue promptly and work to make it right.

At MUOI, we stand behind the quality of every piece we craft. If you experience any issues after receiving your bag, please reach out — we are here to support you and will gladly help repair or resolve reasonable concerns.

A Note About Leather & Longevity

Our bags are crafted using premium full-grain Italian leather — a natural material that develops character, softness, and patina over time. This aging process is normal and expected. With proper care, your MUOI piece will remain beautiful for many years. We recommend mindful handling and occasional conditioning to maintain the richness of the leather.

Exceptions / Non-Returnable Items

We cannot accept returns on:

  • Custom or personalized items

  • Special-release items

  • Donations associated with purchases (non-refundable)

If you have questions about a specific item, we are always here to help.

Pricing Integrity

MUOI does not offer markdown sales or seasonal discounting. Our pieces are crafted in limited batches using premium materials, artisan labor, and purpose-driven practices. Pricing remains consistent year-round to honor the craftsmanship and charitable mission behind each product.