Delivery (Local & International)

We currently deliver locally within Hong Kong.

For international delivery, we may not be able to ship to your country due to local regulations and import license requirements. If international delivery is feasible under current regulations, we use courier services or Hong Kong EMS/Post. Please contact us to finalize the details after selecting your product.

Note: Customers are responsible for any applicable import charges, including VAT, duties, taxes, or customs fees upon delivery in their country.

For accurate shipping costs, please proceed to checkout.

Regarding shipping times, orders are typically processed within one working day. The shipping duration may vary depending on your location and the chosen shipping method, generally taking up to two working days.

Please note that we currently utilize a local courier service that does not offer tracking options. However, for expedited and on-demand delivery within Hong Kong, you can choose expedited delivery or contact us for special arrangements.

For optimal assistance, kindly consider our customer service operating hours, especially for purchases made during the evening. Please note that our services are unavailable during weekends. We sincerely appreciate your understanding and patience.

Please contact our customer service team as soon as possible if you need to change the shipping address. We'll do our best to accommodate your request if the order hasn't been shipped yet.

Returns and Refunds

Purchased goods are non-returnable. We encourage you to carefully consider your purchase before completing the payment. If you have any specific questions about a product or require additional information or images regarding bottling, seal, label, or packaging, please reach out to us via our Contact Form below before finalising your purchase. We are here to assist and would be happy to provide any necessary support.

We want every customer to receive their orders in perfect condition. If you believe there is a fault with an item you've received, please notify us immediately. We are committed to resolving any issues with faulty items promptly, but we need your timely notification to do so.

In the unlikely event of damage, please contact us, providing detailed information and photographs, including the damaged item, its packaging, and the intact seal on the bottle, for insurance purposes. Retain the product, box, and packaging until instructed by us.

Please carefully inspect your purchase upon receipt. If, unfortunately, your purchase is damaged during the delivery process, kindly email us with complete details, including your purchase information, time of delivery, and relevant details, along with images of the damaged product, within 24 hours of receiving the goods. We will promptly review the provided information and confirm it with the delivery company. Once our team, in collaboration with the delivery company, completes the review, we will inform you of the outcome.

If your purchase qualifies for a refund and we need you to return the damaged item, we will cover the shipping costs for both the damaged item and any additional shipping costs for the replacement product. Please note that we will advise you on the shipping method for the damaged item and replacement product via email.

Our primary goal is to ensure that your purchase arrives safely in the condition you expect from us. Thank you for your understanding and cooperation.

Can’t Find What You’re Looking For?

If the product you have in mind isn’t showing up, try our smart search function for a quick and easy solution. Simply enter a keyword into the search bar located in the top-right corner of this page, and let our system help you find exactly what you need.

Committed to Excellence

At Mizunara: The Shop, we take pride in delivering your purchases safely and securely. Our tailor-made boxes and protective packaging are designed to ensure your items arrive in perfect condition, all while maintaining our commitment to environmental sustainability.

Customer Satisfaction Assurance

At Mizunara: The Shop Hong Kong, your satisfaction is our top priority. We trust that you are pleased with our service, but if there’s anything that falls short of your expectations, we would love to hear from you.

Searching for Something Specific?

Our dedicated support team is ready to assist you. Simply complete the support request form below, and one of our customer service representatives will reach out to you promptly to help with your query.

Order-related Enquiries

Support Request Form Instructions

For all order-related inquiries, kindly complete the support request form. Our customer services team will investigate your query and respond to you promptly.

To ensure your query is handled efficiently, please include your order reference number.

We primarily use WhatsApp for communication, offering a quick and convenient way to stay in touch. If you prefer a phone call or email, kindly provide your contact details in the form.

You can use this form to:

  • Amend your order
  • Report tracking issues
  • Report missing or incorrect items
  • Report any damages

Thank you for your understanding and cooperation. We look forward to assisting you!