FAQ

Reviews on MUNULU are our users’ opinions about ordered products. Those are written by real people with real passion!

How do I leave a review?

To review a product you need to confirm its receipt. Just select Yes on the Have you received this order? tab. Right after that you’ll be able to rate your item, give some feedback to the seller and other users, and attach a few photos/videos if you like.

N.B. iOS and desktop users cannot upload videos at the moment.

How do I edit my review?

This can be done at any time by clicking on/tapping the Edit Review button. You can change your star rating, text and attachments.

Can I post a review anonymously?

Of course! Use the Anonymous Review toggle or tick the corresponding box on the website. Your review will be published anonymously and hidden from the Reviews tab.

Tips for writing a review.

The most important thing is honesty!
Honest reviews help both users and us. We should know whether or not the product is worth removing from the website.

And also details!
Informative reviews are extremely helpful. Keep them about the product (not the rest of your experience) and don’t include any personal info.

What should be in the photo or video?

Well, the product itself, photographed or filmed from different angles and in good lighting. Let others see the pros and cons of buying it.

And what shouldn’t be?

Postal labels, bank cards, and any other personal identifiable information. Anything containing your personal data (last name, first name, address, telephone number, etc.) may be used for unwanted or fraudulent purposes.

Signing up with an email requires a password. But if you forgot it and lost access to your MUNULU account — not a big deal, here’s how you can restore it:

On the website:

1. Click on Sign in.
2. Select Email in the sign-in options list.
3. Click on Forgot your password?.
4. Enter the email address and click on Recover.
5. Check your inbox for an email titled Password recovery.
6. Click on the Recover password button in it. Make sure to do that within 12 hours, otherwise the link becomes inactive.
7. Enter your new password. You’ll get back to your account once it’s confirmed.

On Android/iOS:

1. Go to Profile by tapping the icon in the bottom right corner and tap Sign in.
2. Tap Show more sign in options.
3. Tap Email.
4. Tap Forgot your password?.
5. Enter the email address and tap Send (Recover password on iOS).
6. Check your inbox for an email titled Password recovery.
7. Tap the Recover password button in it. Make sure to do that within 12 hours, otherwise the link becomes inactive.
8. Enter your new password. You’ll get back to your account once it’s confirmed.

If you haven’t found it in both your Inbox and Spam folders, contact our support team by sending an email at support@munulu.com or clicking the button below.

Points are a part of MUNULU’s cashback system.

How to get them?

They are credited for:

• App installation (only the first time)
• First sign-in
• Making purchases. You get back 1% of the amount spent

Where to find them?

If you’d like to know how many points you have and what you got them for, you can look it up in your MUNULU account:

On the website:

1. Click on the Profile button at the top of any page.
2. Select My points.

On Android/iOS:

1. Go to Profile by tapping the icon in the bottom right corner.
2. Tap the points tab at the top.

How to use them?

Points can be spent at checkout — you’ll see them among the other payment methods. Note, however, that you can’t use them for partial payments, so you’ll only see that option if you have enough points to cover the total amount.

Do points expire?

They do, but not that fast — they’ll be active for 6 months from the moment you receive them.

I can’t spend my points!

There are two possible reasons for that:

• The purchase total exceeds the amount of points you have
• You can’t use your points yet. This option becomes available once you purchase a product worth $5 USD

Discount coupons allow you to purchase your products at a lower price.

There are two types of them:

• A percentage coupon, like 3%, 5%, etc. The higher the price — the bigger the discount
• An amount coupon, like 3 USD, 5 EUR, etc. The amount will be deducted at checkout

Mind, though, the final price shouldn’t be less than 0.10 USD.

Do coupons expire?

They do. Some of them may be active for a day, some may last a month — the exact expiration date is always displayed on the coupon itself. In any case it’s better to make up your mind sooner rather than later.

Where I can find mine?

If you have a coupon, you should see a special color tab in your shopping cart (or in the top right corner of the page if you’re using the web version). Clicking on it will open a new window, where you can:

• Find all the info about the coupons you have
• Pick a coupon you’d like to apply to the current purchase

How do I use it?

On the website:

1. In your shopping cart select the items you’re going to purchase.
2. Select a coupon you’d like to apply (they are displayed on the right).
3. The price will be re-calculated automatically. Below it you’ll see the discount percentage.

On Android/iOS:

1. In your shopping cart select the items you’re going to purchase.
2. Select a coupon you’d like to use.
3. Tap Apply / tap again to cancel that action.
4. The price will be re-calculated automatically.

Coupons can be used only once and are not refundable. Shop smart!

Our website sends notifications, that you can look through and configure by clicking on the corresponding button next to the Search field.

What those notifications are about?

• Sales, promos and discount coupons
• Updates on current orders
• MUNULU updates
• Short questionnaires

How to configure/switch them off?

On the website:

1. Scroll up to the top of any page.
2. Select Notifications (right next to the Search button).
3. Click on the gear icon on the splash screen.
4. Uncheck the boxes next to the notifications you prefer not to receive.

On Android/iOS:

1. Go to Profile by tapping the icon in the bottom right corner.
2. Tap the gear icon in the top right corner.
3. Tap Notification settings.
4. Toggle the switches to disable/enable certain types of notifications from the list.

If the status of your order is Refunded that means we’ve successfully reimbursed the amount paid for it. The money should be transferred back to your account within 7-14 days.

Why does it take so long?

We tend to think the card payments are instant, but in fact they are not. When you purchase something in a store, your bank locks the amount in your account and sends you a notification about the money withdrawal, but it may take a few hours or even days for the seller to receive the actual transfer.

That’s why the refund, which is that same process in reverse, also takes time.

But it’s been more than 14 days already!

If 14 days have passed and your bank still haven’t confirmed the money return, make sure to check the bank statement for the two-week period starting from the day the refund was issued. The statement a list of all the transactions made within a specific timespan. You can get one in the banking app or request it directly from your bank.

In case there’s no reimbursement in the statement either, please attach the latter to your inquiry — MUNULU support agents will need it to double check everything on our end.

How do I get in touch with them?

By email (support@munulu.com).

If an item has no defects/matches the description, but you simply don’t like it or it doesn’t fit you well — you can return it within 30 days after the delivery.

Mind that the product must be in resalable condition.

How do I return it?

On the website:

1. Go to My account > My orders.
2. Select the order you wish to send back.
3. Click on the support button to the right.
4. Specify the reason you’d like to return the item for in the Describe the issue field.
5. Our agent will provide the return address and instructions on how to proceed.
6. Once the return is confirmed, we’ll refund the order. The money should be transferred back to your account within the next 7-14 days.

On Android:

1. Go to Profile by tapping the icon in the bottom right corner.
2. Select My orders.
3. Select the order you wish to send back.
4. Scroll down and tap Problem with a product to open the live-chat.
5. Specify the reason you’d like to return the item for.
6. Our agent will provide the return address and instructions on how to proceed.
7. Once the return is confirmed, we’ll refund the order. The money should be transferred back to your account within the next 7-14 days.

On iOS:

1. Go to Profile by tapping the icon in the bottom right corner.
2. Select My orders.
3. Select the order you wish to send back.
4. Scroll down and tap Question about my order.
5. Tap the chat icon in the top right corner to open the live-chat.
6. Specify the order number and the reason you’d like to return the item for.
7. Our agent will provide the return address and instructions on how to proceed.
8. Once the return is confirmed, we’ll refund the order. The money should be transferred back to your account within the next 7-14 days.

N.B. The return expenses will not be covered by MUNULU or the seller — those will be on you.

Can my return request be declined?

Yes, in case:

• It’s been more than 30 days since you received the item
• The product is in non-resalable condition
• You shipped the product to a different address that wasn’t provided by our support team
• The return package cannot be tracked

If you’ve received a low-quality, defective or a damaged product, we’ll do our best to sort it out. But make sure to contact the customer support team ASAP.

How to do that?

On the website:

1. Go to My orders.
2. Select the order you’re having problems with.
3. Click on the MUNULU support team button to the right.
4. Describe the issue and attach a photo/video highlighting it.

On Android:

1. Go to Profile by tapping the icon in the bottom right corner.
2. Select My orders.
3. Select the order you’d like to report.
4. Scroll down and tap Problem with a product.
5. Tap the chat icon in the bottom right corner.
6. Describe the issue and attach a photo/video highlighting it.

On iOS:

1. Go to Profile by tapping the icon in the bottom right corner.
2. Select My orders.
3. Select the order you’d like to report.
4. Scroll down and tap Question about my order.
5. Tap the chat icon in the top right corner.
6. State your order ID, describe the issue and attach a photo highlighting it.

Please mind that:

• Quality complaints are accepted only within 30 days after the product is delivered
• Quality warranty will not apply to the cosmetics’/make-up goods’ effect
• Quality warranty doesn’t cover defects or malfunction of personal items (e.g. toothbrushes, adult category products, etc.) that got revealed during their use, due to inability to confirm the actual cause is not connected to improper maintenance or failure to follow operating instructions
• Our support team may request a photo of the package the product arrived in. Make sure to keep it
• You may also be asked to provide additional photos/videos, that are required to resolve the issue in your favor

Can my request for a refund be denied?

Yes, in case:

• It’s been more than 30 days since the product was received
• The product features/overall quality matches the description
• The photos/videos you provide are inconclusive, edited or picture a different product
• You haven’t provided any proof
• You’ve disposed of the item/destroyed it without the customer team’s authorization
• The product was additionally processed (washed, repaired) without the customer team’s authorization

How do I get my money back?

Your money will return to your card/account within 14 days after a refund is issued.

Once in a while sellers may mistakenly pack a different item, of a wrong color or size. If this happened to you then please contact MUNULU support. We will surely find a solution!

How do I contact MUNULU support?

On the website: Scroll down to the end of this article and click on There is no answer to my question or simply send us an email at support@munulu.com.

On Android: Tap the chat icon in the top right corner.

On iOS:

1. Go to Profile by tapping the icon in the bottom right corner.
2. Select Customer support.
3. Tap the chat icon in the top right corner.

Do not forget to include the order number, highlight the issue and attach photos of the received items and postal packaging/labels.

N.B. Quality claims can only be accepted within 30 days after the receipt of the product. Our support agents may ask you to provide additional info such as photographs and/or videos, as well as specify the photo/video requirements. In some cases, you may be asked to destroy the item or give it to the charity of your choice, both with video/photo confirmation. Please do not throw away the item until the issue is resolved.

Can my refund request be denied?

It can be if:

• More than 30 days have passed since the product receipt
• You made a mistake and picked an incorrect color or size when placing an order
• Photo/video proof is inconclusive or of poor quality
• Images are modified, retouched or otherwise falsified

When will I get my money back?

The money will be returned to the original source of payment within 14 days after the order changes its status to Refunded.

If your order is in the Approved status, that means the seller is already preparing the purchased product for dispatch. As a rule, our merchants have 11 to 15 days to ship a package. In case they fail to do that, the order will be refunded automatically.

But if it’s been more than 15 days and none of this happened, make sure to let our support team know — they’ll sort it out on the spot.

How do I contact them?

By email (support@munulu.com) or by clicking on the button below.

If you selected Yes on Have you received this order? tab the order will be marked as Delivered.

If you did it accidentally, not having received the product, that’s okay. The fact that you marked it as Delivered will not affect the shipping process. The only thing to be concerned about is that you won’t receive any non-delivery warranty reminders. In this case we advise you to keep track of that warranty yourself.

Check the warranty start date first:

On the website:

1. Go to My orders.
2. Select the order from the list.
3. Click on Further Details next to it.
4. Check the Delivery section at the top of the page.

On Android/iOS:

1. Go to Profile by tapping the icon in the bottom right corner.
2. Select My orders.
3. Select the order from the list.
4. Tap When will the package get delivered?.
5. Check the Warranty section.

If it’s been past that date, don’t hesitate to file a refund request by selecting No on the Have you received your order? tab on the same page. You’ll be asked to enter the email address our reply will be sent to.

Can my request be declined?

Yes, in case:

• The warranty has expired. The warranty is active for 14 days since the abovementioned start date — make sure to contact us within that period
• Your parcel was marked as delivered by the shipping company

The non-delivery warranty is a two-week period of time within which you can report a purchased product as not received and have it refunded. The date the warranty starts may vary depending on what countries you and the seller are in.

Here’s how you can check the exact warranty dates for a specific item:

On the website:

• Go to the product page and check the Warranty section right under the product description
• Go to the order page

In the app:

1. Go to Profile by tapping the icon in the bottom right corner.
2. Select My orders.
3. Select the order from the list.
4. Tap When will the package get delivered?
5. Check the Warranty section.

We will send push notifications and e-mails to inform you about the statuses of your package. Those will also keep you informed about the warranty dates, so please do not turn them off!

If you request a refund after the warranty expires, we will be forced to deny that.

To move an order from the Active section to Completed, you need to confirm its receipt and leave a review.

Here’s how it’s done:

On the website:

1. Go to My orders.
2. Select the order from the list.
3. Click on Yes on the Have you received this order? tab.
4. Post a review.

On Android/iOS:

1. Go to Profile by tapping the icon in the bottom right corner.
2. Select My orders.
3. Select the order from the list.
4. Tap Yes on the Have you received this order? tab.
5. Post a review.

If one of the orders that were supposed to arrive in a consolidated parcel is missing, make sure to get in touch with our support team.

How do I get in touch with them?

By email (support@munulu.com) or by clicking on the button at the bottom of this page. Make sure to:

• Describe the issue in detail
• Attach photos of the rest of the items you received and the package with the shipping labels on it

N.B. You have to contact us while the non-delivery warranty is still active. If you already received the package with the same tracking number as the missing item — don’t wait for a separate package or for the non-delivery warranty of the missing product, just get in touch with us right away.

Can my inquiry be declined?

It can if:

• The non-delivery warranty has already expired
• The proof you’ve provided is inconclusive

When do I get my money back?

Your money will return to your card/account within 7-14 days after a refund is issued.

Sellers are usually located in different places, so even if you pay for a number of products at the same time, they’re still going to be shipped separately.

There are a few exceptions, though:

• If you purchased the goods from the same seller they may be put in a single package
• In case you ordered a number of products from various sellers within a short period of time, the parcels may be consolidated at our warehouse, i.e. wrapped in one big package and sent together

The more products you buy at once the higher the chances they are going to be consolidated (but it’s actually hard to predict that before they get shipped). If they are, those orders will be displayed in your purchasing history under the same tracking number.

Here’s how you can check the current location of the purchased product:

On the website:

1. Go to My orders.
2. Select the order from the list.
3. Scroll down to the Tracking section (last one to the left).

On Android/iOS:

1. Go to My orders.
2. Select the order from the list.
3. Tap Package tracking.

The information you see there comes from postal services websites and usually updates with slight delays.

Don’t worry if you can’t see any tracking info right after the package dispatch, it is quite normal and you most certainly will see the updates soon.

Packages track differently, depending on the shipping service picked by the merchant. Sometimes it may seem that your package is stuck in China, but it’s actually still moving your way and will be delivered to you in a while.

If the non-delivery warranty is already active and there’s still no sign of your package – do let us know by clicking the button below!

How do I request a refund?

1.Go to My Orders.
2. Select an order that has not been delivered.
3. Select No on the Have you received this order? tab .

Once it’s done the MUNULU support team will assist you ASAP.

When will I receive my money?

The money will return to the original source of payment within 7-14 days after the order’s status changes to Refunded.

Can my request for a refund be denied?

Yes, it is possible if you’re requesting a refund for the order with expired non-delivery warranty.