The item I ordered is out of stock. Why is it on the website?

All items ordered with Mizuki 미즈키 depend upon availability. We want you to be able to order and receive the products you love effortlessly, so we’ll always aim to let you know if an item is out of stock.

Now and again there can be an unexpected delay, if so we’ll get in touch to let you know.

How do I place an order?

It’s easy to place an order with us. Log-in to your account to begin browsing our range.

Once you’ve found the product you want, you’ll need to click ‘Add to cart’. You can either carry on shopping or click ‘View Cart’ if you’ve got everything you need; this will give you the option to checkout.

If you have any addresses or payment options saved to your account then these will automatically display in the checkout, making it quick and easy to complete the order. Otherwise you’ll need to enter the details manually.

Check everything is correct and you’re good to go. We’ll send you an email as soon as the order is on its way.


The item I ordered is out of stock. Why is it on the website?
How do I place an order?
Can I make changes to my basket?

Yes, click on the ‘My Cart’ icon at the top of the page and you’ll be able to see the item(s) you have in there so far.

Use the + button to stock-up on your favorite items, or the – button if you’ve selected too many. If you want to remove an item completely then click the 'Remove' button.

Can I place an order to a different address?
Yes, your delivery address is chosen at the checkout stage. Your order will automatically default to any saved addresses but you can choose to add a new one by clicking ‘Add a new address’.
How will I know when my order has been dispatched?

We’ll send you an email as soon as your order is on its way. You can also check your account to see the progress of an order or to track it.

We may ship items separately in the event of one or more of the items being delayed.

What is the status of my order?

Your account makes it easy to keep track of all your orders.

Once you’ve logged in you’ll see each individual order that you’ve placed with us. Select the one that you want and you’ll be provided with all the details you need about that order.

We’ll also send you a dispatch email as soon as your order is on the way.

Where is my order?

Your account will show any previous orders you’ve placed.

Click on the order you want to view to find out more. If the order has been sent tracked then you’ll be able to click through to track it from your account.

The email we sent you regarding the dispatch of your order will also let you know when we expect the order to arrive.

How do I cancel my order?

We’re sorry to hear you want to cancel.

If there is anything that we might be able to do that means you don’t have to cancel, then you can contact our Customer Service team.

If not, then select the order that you wish to cancel. You can choose to cancel individual items or the whole order.

We’ll send you an email within an hour to let you know if the cancellation worked.

If it fails, this is because the order is getting ready to be sent. Items that are in stock are processed quickly so that we can aim to get products to our customers without delay.

You can visit our Returns Policy to help you get the order back to us instead.

How do I make changes to my order?

Once you’ve placed your order we cannot make any changes to it.

If you want to try and cancel so that a new order can be placed, then you’ll need to log-in to your account.

Select the relevant order and you’ll see that you can choose to cancel individual items or the whole order.

We’ll send you an email within an hour to let you know if the cancellation worked. Please don’t place a new order until you hear from us.

What do I do if I have ordered the wrong item?

Don’t worry we understand that this can happen; you can try and cancel the item in your account.

You’ll need to click on the item and choose the cancel option. We’ll send you an email within an hour to let you know if it worked.

If you can’t cancel then you can send the item back to us. It’s best to refer to our Returns Policy to find out how.

If you still need help, then you can send our Customer Service team.

I have received a faulty item. What should I do?

We’re really sorry that happened as we aim to provide high quality items to all of our customers.

So that we can look into this for you, please contact us to tell us more.

To speed the process up, it’d really help if you could find the information below before contacting us, don’t worry if you can’t though, we can help once you get in touch.

1. Order Number

2. Product Name

3. Details of the fault

4. Images that support the fault, if applicable

As soon as we’ve looked into the fault we’ll let you know what we plan to do next by sending you an email.

There is an item missing from my order. What should I do?

Sometimes we ship items separately to make sure that any delayed items do not hold up the rest of the order.

It is therefore possible that the missing item may be on a separate shipment.

Your dispatch confirmation email will list the items that have been sent. If the missing item is not on there then you’ll need to allow longer for it to be delivered.

If the item has been sent, then please send a message to let our Customer Service team know and they’ll be happy to help.