Return and Exchange Related Questions

Can I return or exchange items?

We offer free returns and exchanges within 7 days of receiving the item. Please refer to our return policy for detailed instructions.

What conditions must returned items meet?

  • Items must be original-priced products in brand new condition.
  • Items must be unused, unwashed, with no stains, graffiti, or scratches.
  • Items must retain original packaging and all accessories (bags, boxes, tags, receipts, etc.).
  • Sale or discounted items, sports protectors, underwear, leggings, socks, and towels are not eligible for return or exchange.

Are there any restrictions on exchanges?

  • Exchanges are only allowed for the same style and color.
  • Please specify the size and other relevant info when requesting an exchange.
  • If the requested item is out of stock, a refund will be arranged.

How many times can I apply for return or exchange per order?

  • Each order can only apply for one return or exchange.
  • If only part of the order is returned/exchanged, the remaining items cannot be returned or exchanged.

How do I apply for a return or exchange?

  • Please submit your return request within 7 days after receiving the item by using the QR code on the receipt or via the official website.
  • The system verifies eligibility and prompts you to fill in the reason for return or exchange.
  • Approval takes 2-4 business days; you will be notified via email.
  • Return the items within 7 days of approval.

What if I receive a defective or wrong item?

  • Contact customer service within 7 days and provide photos and descriptions.
  • Defect verification is subject to Mizuno HK’s inspection.
  • Color differences, personal preferences, size issues, or improper use are not considered defects.

How is the refund processed?

  • Refunds are processed within 7-14 business days after receiving and inspecting the returned items.
  • Refunds are issued to the original payment method, usually visible within 5 business days.
  • Shipping fees are non-refundable.
  • Non-compliant returns will be sent back, and shipping fees will be charged to the customer.

What are non-acceptable return/exchange cases?

  • Requests beyond the 7-day window.
  • Returns without approved application.
  • Items not purchased from Mizuno Hong Kong Online.
  • Missing receipt or order number.
  • Items that are used, altered, missing tags, or damaged.

Order Related Questions

Can I change or cancel my order?

  • Orders that have been paid for cannot be cancelled.
  • Order modifications are only allowed for size changes.
  • Please contact customer service as soon as possible if you need to change your order.
  • No changes can be made once the order is being processed.
  • During promotional periods, orders cannot be changed once confirmed due to stock fluctuations.

How can I track my order?

  • You will receive email notifications when your order is processed and shipped.
  • You can log in to your account on the website and check your order status and tracking number under “My Account.”

Delivery Related Questions

When will I receive my order?

  • Orders are usually delivered within 2-5 business days after completion.
  • Delivery might be delayed during public holidays or festive seasons.

Can I ship to multiple addresses?

  • Each order can only be shipped to one delivery address.
  • To ship to multiple addresses, please place separate orders.

Can I specify the delivery method?

  • All orders are delivered by S.F. Express.
  • You can choose home delivery or S.F. Express self-pickup service.

Can I pick up my order from a store or office?

  • Pickup is available only at S.F. Express service points or lockers.
  • Store or office pickup is currently not supported.

Can I purchase outside Hong Kong? How is shipping fee calculated?

  • Shipping is only available to Hong Kong and Macau.
  • Free shipping applies for orders over HKD $500.

What if I do not receive my order?

  • If delivery fails on the scheduled day, S.F. Express usually attempts redelivery the next day.
  • You can check the delivery status on the S.F. Express website using your tracking number.
  • You can also call S.F. Express customer service at 2730 0273 to arrange redelivery.
  • Undelivered items may be returned to our office, and you will be contacted via email. Additional shipping fees may apply.