Frequently asked questions

How long will the product be in the delivery process?

Our estimated processing time is 2x24 working hours, excluding weekend and holiday calendar

Here are the shipping estimates for regular shipping service : 
Jakarta 2-3 working days
Outside Jakarta 3-6 working days

The receipt number is untraceable, what should I do?

Order delivery tracking information may not be available to you. This information will be available H + 1 or 1 working day after our delivery service updates their data.

If more than 1 days the receipt number cannot be traced as well, please contact our Customer Service.

You can contact our CS via Email: cs@mizuni.id

CS Operational Hours
Monday - Friday 09:00 - 16:00

Can I pick up orders at the store ?

Sorry, order picking cannot be done at our office or shop directly, the order will be processed according to the delivery address that you have chosen when placing the order. You can choose to send your order to your home or office address.

How do I change my shipping address?

Please check and re-confirm the shipping address for your order before payment proceed,

If your order has been processed into order number, then the address change cannot be change again, except for minor changes such as; house number / street name / alley number, RT / RW, and so on, which are still in the same sub-district city area


You can contact our Customer Service via Email : Cs@mizuno.id


CS Operational Hours
Monday - Friday 09:00 - 16:00

 

What payment methods are available at Mizuno.id ?

You Just can make payment with Transfer BCA Payment,

 

After You make payment please confirm your payment at https://mizuno.id/payment-confirmation

 

Or you can contact our Customer Service via Email : Cs@mizuno.id


CS Operational Hours
Monday - Friday 09:00 - 16:00

After making a payment, do I have to confirm payment?

Yes, After You make payment please confirm your payment at https://mizuno.id/payment-confirmation

 

Or you can contact our Customer Service via Email : Cs@mizuno.id


CS Operational Hours
Monday - Friday 09:00 - 16:00

Can I exchange / return the product ordered because the size does not fit?

You can exchange or return goods with the terms and conditions below.

1. Return of goods is only valid for 7 working days from the date of receipt. The calculation starts from the date you receives the product until the postmark date stated on the shipping document.

2. Refunds can only be exchanged for size, if the size you want is not available then it cannot be returned.

3. Return shipments are NOT allowed to use the Cash On Delivery (COD).

4. Shipping costs charge by the Customer.

5. The product must NOT be damaged, dirty or washed. Including packaging / boxes and tags and labels

6. The returned product must be in the same condition when the customer received it, including the completeness and Double box

7. If the customer uses a voucher at the time of purchase, the value of the voucher is non-refundable

Product returns do NOT apply to:

1. Accessories
2. socks
3. Sports clothes
4. All products sale and discount
5. Swimwear

NOTE: If your return is not matching with requirements above, our Customer Service will contact you before returning it back to you. Shipping costs are the responsibility of the customer.

If you meet the requirements above, you can send the product to:


PT Prestasi Retail Innovation
Jl. Daan Mogot no. 151
West Jakarta 11510

(Online Product Return)

*Include the order number and the reason for the exchange in the package.

If I return an item, will return delivery fee can be refund ?

Here we inform you for the terms of reimbursement of shipping costs for returning products that are defective / damaged / not according to the description.

Reimbursement of shipping costs does NOT apply to product returns because of change of mind,
Shipping cost reimbursements only apply if you use a shipping service that has proof of a shipping receipt number that can be traced
Reimbursement of shipping costs only applies to REGULAR shipping services only
If you use a non conventional courier service, we will only reimburse you for a maximum shipping fee of IDR 30,000.

How long does it take for my refund process?

Refund process will be take 10 days
 

If you haven't received the refund more than the estimated time above, please contact our Customer Service

 
You can contact our Customer Service via Email : Cs@mizuno.id


CS Operational Hours
Monday - Friday 09:00 - 16:00

Product I received is damaged / defective / wrong description, what should I do?

"If the product is damaged or defective since you received it, you can return the product to be exchanged for the same product or a refund.

The product return guarantee is only valid for 7 calendar days from when you receive the item.

To ensure that the goods received are damaged or defective, please confirm with our Customer Service first by sending a photo of the damaged or defective product to our email address.

 

And you must send us video “Unboxing” when you open the package.

The process of refunding or exchanging goods will be carried out after we have received your return at the warehouse & after the return QC is done by the return team at least 7 days.

Return Postage

• Reimbursement of shipping costs DO NOT apply to product returns due to change of mind
• Reimbursement for shipping costs only applies if you use a shipping service that has a proof of shipping receipt number that can be traced
• Reimbursement of shipping costs only applies to REGULAR shipping services only
• If you use a non conventional courier service, we will only reimburse you for a maximum shipping fee of IDR 30,000

 

You can contact our Customer Service via Email : Cs@mizuno.id


CS Operational Hours
Monday - Friday 09:00 - 16:00

What if I receive the order but the product is incomplete ?

"If you buy a product in more than one quantity, but the quantity you received does not match the number of items ordered, you can immediately contact our Customer Service team,

You can also take a photo of the delivery order in the package section and a photo of the product you received then send the photo via email to us.

And you must send us video “Unboxing” when you open the package.


You can contact our Customer Service via Email : Cs@mizuno.id


CS Operational Hours
Monday - Friday 09:00 - 16:00

 

How long does it take for the estimated exchange process?

"Product exchange will be processed after the item you returned is received and passed a QC return by our return team. This rechecking process takes a maximum of 7 working days after the product is received at our warehouse.

Regarding the estimated receipt of replacement products, please refer to our estimated delivery time,

Here are the shipping estimates:
Jakarta 2-3 working days
Outside Jakarta 3-6 working days

Replacement is made with the following conditions:
The choice of replacement product must be the same product, only different sizes
If the replacement product stock has run out, then you are entitled to receive a refund (for products that are rejected)


Estimated refund Maximum 10 days.