SHIPPING & DELIVERY
What countries do you ship to?
We ship worldwide, including the United States, Japan, South Korea, Singapore, Southeast Asia, and the Middle East. All orders are dispatched directly from our Hong Kong warehouse. Certain destinations may be non-serviceable due to carrier limitations or local import restrictions on fragrance products. MISTUM reserves the right to cancel orders where shipment is not legally or logistically feasible.
Why can some destinations not receive fragrance shipments?
Fragrances are alcohol-based products classified as dangerous goods under IATA international aviation regulations. Shipments are handled in full compliance with these rules. Some regions or carriers impose additional restrictions on flammable goods that may prevent delivery.
How long does processing take?
Orders are processed within 1–3 business days. Weekends and public holidays are excluded.
How long does shipping take?
USA: 7–14 business days,
Japan / Korea / Singapore: 5–10 business days,
Southeast Asia: 7–12 business days,
Middle East: 8–15 business days.
These are estimated timeframes after dispatch. Customs clearance and local last-mile delivery may affect actual arrival times.
How much does shipping cost?
Shipping fees are calculated at checkout based on your destination.
Are duties and taxes included?
No. All international orders ship Delivered Duty Unpaid (DDU). Any import duties, taxes, or customs clearance charges are the sole responsibility of the recipient and are not included in the product or shipping price. We recommend checking with your local customs authority if you have questions about applicable fees.
Can I provide a P.O. box as my shipping address?
P.O. boxes may not be accepted for dangerous goods shipments in certain countries. Please provide a complete residential or commercial address to avoid delays.
What if my parcel shows as delivered but I haven't received it?
If the carrier marks your order as delivered but you have not received it, please contact us within 7 days of the delivery scan. We will initiate a carrier investigation. Replacements or refunds will be assessed after the investigation is completed.
What if my parcel arrives damaged?
All damage claims must be submitted within 48 hours of delivery. Please provide clear photos and unedited full unboxing footage showing the outer carton, inner packaging, the product, and the shipping label. We will review your claim promptly.
What happens if delivery fails?
Failed delivery caused by an incorrect address, customer refusal, customs abandonment, or failure to collect from a pickup point is not eligible for a full refund. Return logistics costs will be deducted from any applicable refund.
ORDERS & PAYMENTS
What payment methods do you accept?
We accept all major credit and debit cards, PayPal, and other secure payment options available at checkout. All payment data is processed securely by third-party payment processors. We do not store complete card information after order completion.
Can I change or cancel my order after placing it?
Orders may be modified or canceled before shipment. Please contact us as soon as possible after placing your order. Once an order has been dispatched, it cannot be canceled.
Can I change my shipping address after checkout?
Address changes after order confirmation are not guaranteed. Please contact us immediately if you need to update your shipping address, and we will do our best to assist before dispatch.
Will my high-value order require additional verification?
To protect against fraudulent transactions, high-value orders may be subject to a security review before shipment. This may include verification of IP location, device consistency, and billing/shipping address matching. We appreciate your understanding.
RETURNS & REFUNDS
What is your return policy?
All after-sales requests must be submitted within 30 calendar days of delivery. We accept returns only for defective items, damaged goods, incorrect shipments, or confirmed factory quality issues.
Can I return a fragrance because I don't like the scent?
No. Due to the nature of fragrance products, we are unable to accept returns based on personal scent preference or subjective dissatisfaction. We encourage you to explore our 2ml discovery options before committing to a full-size purchase.
Can I return an opened product?
Any opened, unsealed, or used fragrance product is final sale and non-refundable. Products with broken packaging, missing seals, or altered condition are not eligible for return.
What conditions are not eligible for return?
The following are not eligible for return, refund, or dispute: personal scent preference, opened or used products, minor cosmetic packaging variations, customs refusal or abandonment by the customer, incorrect shipping address provided by the customer, and malicious chargebacks or unreasonable disputes after confirmed delivery.
How do I initiate a return for a defective or incorrect item?
Contact us within 30 days of delivery with your order number, a description of the issue, and supporting photo or video evidence. We will review your request and provide return instructions. Unauthorized returns may be refused.
When will I receive my refund?
Approved refunds are processed within 5–10 business days to the original payment method. Your bank or card issuer may require additional time to post the credit.
What is your policy on chargebacks and disputes?
We strictly prohibit malicious returns, false defect claims, and chargeback abuse. All order data, device logs, IP records, shipping evidence, and customer communication records are retained for official dispute arbitration. MISTUM reserves the right to pursue all available legal remedies where fraudulent claims or chargeback abuse are identified.
PRODUCT INFORMATION
What is the concentration of MISTUM fragrances?
All MISTUM fragrances are Eau de Parfum, formulated for lasting wear and presence throughout the day.
Where are MISTUM products made?
MISTUM fragrances are developed in collaboration with independent perfumers and produced through world-class fragrance manufacturing partners. Raw materials are sourced globally, selected for character and quality.
What is the shelf life of MISTUM fragrances?
When stored correctly, MISTUM fragrances are designed to maintain their integrity for 3–5 years.
How should I store my fragrance?
Store your fragrance in a cool, dry place away from direct sunlight, heat, and humidity. Avoid keeping it in bathrooms where temperature and moisture fluctuate. A stable, dark environment best preserves the scent.
Are MISTUM fragrances unisex?
Yes. All MISTUM fragrances are designed as gender-neutral and are intended for anyone who connects with the identity they represent.
How do I find the right fragrance for me?
We recommend exploring the Scent Identities section of our website, where each fragrance is presented as a character study. If you are undecided, our 2ml discovery options allow you to experience the scents before committing to a full-size bottle.
PRIVACY
What information do you collect?
We collect only the information necessary for order fulfillment, delivery, customer service, and fraud prevention. This includes your name, billing and shipping address, email address, contact number, order history, IP address, device information, and browser data. We do not store complete payment card information after order completion.
How is my information used?
Your data is used exclusively for processing and fulfilling your order, providing after-sales support, preventing fraud and unauthorized transactions, optimizing website functionality, and sending promotional updates if you have opted in. You may unsubscribe from marketing communications at any time.
Is my data shared with third parties?
We share data only with authorized third parties required to fulfill your order, including payment processors, logistics carriers, customs service providers, and analytics platforms. We never sell, trade, or rent your personal data.
What are my rights regarding my personal data?
You have the right to access, correct, or request deletion of your personal data at any time. To exercise these rights, please contact us directly.
What cookies does the site use?
Essential cookies are required for basic website operation, cart function, and security. Marketing cookies may be used for analytics and advertising optimization. You may disable non-essential cookies via your browser settings.
Which data protection regulations does MISTUM comply with?
We process personal data in accordance with applicable data protection laws in the regions where we operate. This policy is governed by the laws of Hong Kong.
TERMS OF USE
Who owns the content on this website?
All content on this website — including text, images, graphics, logos, and product designs — is the exclusive property of MISTUM and is protected by Hong Kong and international copyright laws. Unauthorized reproduction or use is strictly prohibited.
What is MISTUM's liability limitation?
MISTUM's liability for all claims shall not exceed the total amount paid by the customer for the products in dispute. We are not liable for indirect, incidental, or consequential damages. MISTUM assumes no liability for discomfort or adverse reactions caused by improper product use.
Can product availability change after I place an order?
We make every effort to maintain accurate stock information. However, placing an order does not guarantee product availability. If an item becomes unavailable after your order is placed, we will notify you promptly and arrange a full refund for the affected item.
Can MISTUM cancel my order?
We reserve the right to cancel any order before shipment if it cannot be fulfilled legally, safely, or compliantly — for example, due to dangerous goods restrictions, carrier limitations, sanctions, or suspected fraud. If canceled before dispatch, you will receive a full refund.
Can prices change without notice?
Yes. Product prices, promotions and availability may change at any time without prior notice.
What happens in cases of force majeure?
MISTUM is not liable for delays or failures caused by events beyond our reasonable control, including natural disasters, pandemics, governmental actions, carrier disruptions, or customs delays.
Can these terms change?
We reserve the right to update these policies at any time. Changes take effect immediately upon publication. We recommend reviewing this page periodically.
Need further assistance?
If you can't find the answer you're looking for, feel free to contact us at support@mistum.co
We aim to respond within 2 business days.