Frequently Asked Questions
Orders
Do you ship internationally?
Orders placed through our website ship within the United States only (excluding a few restricted regions).
For international & shipping, please visit our Etsy shop, where we offer delivery to select worldwide destinations.
How quickly do you ship?
Most orders ship within 3–5 business days after purchase.
All items are ready to ship (not made to order).
Once shipped, transit time depends on the shipping speed selected at checkout (Standard, Priority, or Express).
*During peak seasons (such as holidays), processing times may be slightly longer.
Can I order an item from your website through Etsy instead?
Some items are available exclusively on our website and may not be listed on Etsy.
If an item is not available on Etsy, it cannot be ordered there.
Website orders and Etsy orders are processed separately, and we do not accept special requests to transfer or recreate website-only items on Etsy.
Can I get a discount if I buy multiple items?
Since each piece is individually handmade, the time and material cost remain the same for every item. We don’t offer bulk discounts, but orders over $80 ship free within the U.S., so combining items in one order can help you save on shipping.
*Please note that the free-shipping offer does not apply during our special holiday schedule (typically the week before Christmas), when all orders ship via USPS Priority Mail.
Can I change or cancel my order after it has been placed?
What if I place another order after my first one? Can they be shipped together?
If your first order has not yet entered processing, we kindly ask that you cancel the existing order and place a new one that includes all the items you wish to purchase.
Please note that once processing or handmade production has started, cancellations and order changes can no longer be accepted.
For accuracy and to avoid mistakes, we do not combine separate orders once they have been placed.
If I place multiple separate orders and the total amount qualifies for free shipping, will I still receive free shipping?
Free shipping applies to the total of a single order only. If you place separate orders, each order is treated individually for shipping purposes.
To qualify for free shipping, please place all the items together in one order.
Shipping
What shipping methods do you offer, and how long does shipping take?
We offer the following flat-rate shipping options:
-Standard Shipping: typically 3-5 business days
-Priority Shipping: typically 2-3 business days
-Express Shipping: typically 1-2business days
Transit times are estimates and begin after your order has shipped.
Delays may occur during peak seasons or due to carrier-related issues.
What do I do if my package is being returned due to an incomplete address?
If your package is returned to us due to an incomplete or incorrect address, please contact us through our Contact Form to arrange reshipment.
It can be reshipped to the correct address after the new shipping fee has been paid.
Please note that the reshipping fee applies even if the original order qualified for free shipping, and shipping fees are non-refundable.
We are not responsible for delivery issues caused by address errors provided at checkout, so please double-check your shipping information carefully before placing your order.
What if my item arrives damaged?
If your item arrives damaged, please contact us within 3 days of delivery with clear photos.After review, we will offer a repair or replacement at no cost if the issue is confirmed to be due to a defect or shipping damage.
Lost or Missing Packages
All orders are insured until delivery, but not after delivery confirmation. Once your order has been shipped, we are not responsible for lost, stolen, or undelivered packages caused by carrier errors or incorrect addresses provided at checkout.
If your package is missing, please contact USPS (or your local postal carrier) directly to file a claim.
We’re always happy to help guide you through the process, but the final resolution must be handled by the shipping carrier.
Returns & Repairs
Do you accept returns or refunds?
We do accept returns within 14 days of delivery, as long as the item is unused and in its original condition. Return shipping costs are the responsibility of the customer. Please contact us first through our Contact Form before sending anything back.
Please note that earrings and other hygiene-sensitive items are not eligible for returns or exchanges. You can find more details in our Returns & Refund Policy.
Do you offer repairs?
Yes. Repair services are available as a paid after-purchase service.
All repair requests are reviewed individually and must be submitted through our website request form. Details here
Can I return an item for repair without contacting you first?
No. Please do not return items without contacting us and receiving approval in advance.
Any items sent back without prior approval cannot be processed.
We are unable to provide repairs, replacements, or refunds for unapproved returns.
What if I lose one earring?
If one earring from a pair is lost, we may offer replacement options depending on the design and availability of materials. Details here
Contact & Support
Can I message you for small questions or custom requests?
We kindly keep individual messaging to a minimum in order to maintain smooth production and fast shipping. Essential updates (order confirmation and shipping notifications) will always be provided.
Do you accept custom orders?
At this time, we do not accept custom orders. To maintain quality and a consistent workflow, we offer only the designs currently available in the shop.
ABOUT MIZUHIKI JEWELRY
Can I request silver findings instead of gold?
Most of our designs are created with gold findings in mind, as gold best complements the colors of Mizuhiki. Silver hardware is only available on items that are originally designed for it or listed as eligible for the Silver Upgrade.
If an item does not already offer a silver option, the only way to receive silver hardware is by purchasing the Silver Upgrade listing together with the item. Requests outside of this process are not accepted.
Because our designs are not originally made for silver, we are unable to accommodate requests such as “Can you make this in silver instead?”
We explain this in more detail in this article.
Are your earrings water-resistant?
No, our earrings are not water-resistant.
While Mizuhiki is a surprisingly durable material, we intentionally do not apply any coating in order to preserve its natural color and texture. As a result, the jewelry is not waterproof.
Mizuhiki is made from paper, so exposure to water may cause it to lose its shape or change color. Please avoid intentionally getting it wet.
If it does come into contact with water, gently blot it with a dry towel and allow it to air dry in the shade.
Can I sleep with my Mizuhiki jewelry on?
We do not recommend sleeping with your mizuhiki jewelry on.
While mizuhiki is surprisingly durable for a paper-based material, it can be permanently creased or misshaped if pressure is applied while you sleep.
Once a bend or fold has been set, it cannot be undone — so to preserve the clean shape and longevity of your piece, we suggest removing it before bed.
Can I wear mizuhiki jewelry while exercising?
We do not recommend wearing mizuhiki jewelry during exercise.
Mizuhiki is made from paper and, while durable for everyday use, it’s not designed to withstand sweat, moisture, or physical impact.
Also, because mizuhiki is extremely lightweight — one of its greatest advantages — it can sometimes go unnoticed if it slips off. During active movement, there’s a higher risk of losing the piece without realizing it.
To keep your jewelry in the best condition (and in your possession!), we suggest removing it before any physical activity.