Frequently Asked Questions

Discover quick answers to common questions!

Can't seem to find the product you have in mind?

If you can't locate the desired product, utilise our smart search function. Simply type a keyword into the text box of the search button situated in the top-right-hand corner of this page.

Committed to Excellence

We take pride in ensuring the safe delivery of your purchase. Using tailor-made boxes and protective packaging, we strive for excellence while prioritising environmental sustainability. Your valuable suggestions for improvement are welcome.

Customer Satisfaction Assurance

We trust you are pleased with the service from Mizunara: The Shop Singapore. If, for any reason, you are dissatisfied, we value your feedback and would like to address any concerns promptly to ensure your satisfaction.

Searching for something specific?

Our support team is here to assist you. Simply fill out the support request form below, and a member of our customer service team will get in touch with you as soon as they become available.

We currently ship within Singapore.

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 Singapore, we provide the Advanced Courier option during checkout. Upon successful payment verification, your selected products can be delivered within a five to eight-hour window.

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.

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.

For secure delivery:

  • Decanter stoppers or small items may be individually packed within your parcel.
  • Bottles with wooden presentation boxes might be packed separately within your consignment.
  • Bulky packaging may be sent in separate parcels.

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.

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.

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.

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Order-related Enquiries

For all inquiries related to orders, kindly complete the support request form. A member of our customer services team will investigate your query and reach out to you promptly.

To expedite the handling of your query, please include your order reference number. We prefer responding via WhatsApp for easily accessible communication. If you prefer a phone call or an email, please provide your contact details in your query.

Please use this form to:

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

Operating Hours
Mon - Fri • 9AM - 6PM
Sat - Sun • Closed