Shipping Policy
Last updated: 18 days ago
This policy explains how we process, pack and deliver your order, how long it takes, what it costs, and what happens if something goes wrong. If anything here is unclear, email us at info@officialmiso.com and we will explain it properly.
1. Where we ship
We ship to addresses in the United Kingdom only. We do not currently deliver anywhere else.
We cannot deliver to PO boxes, poste restante addresses or freight forwarding addresses. If you place an order to an address we cannot deliver to, we will contact you to arrange an alternative or cancel and refund the order in full.
2. Shipping cost
Shipping is free on every UK order. There are no minimum spend requirements and no surcharges for remote postcodes.
The price you see at checkout is the full price you pay. Nothing is added afterwards.
3. Order processing time
Orders are processed within 1 to 3 business days of being placed. Business days are Monday to Friday, excluding UK public holidays.
Processing means checking your order, running standard fraud and address checks, picking and packing your item, and handing it to the carrier. Orders placed after 2pm, at weekends or on a public holiday begin processing on the next business day.
For example, an order placed on a Friday afternoon would normally be processed on the following Monday, Tuesday or Wednesday.
During sale periods, product launches and busy periods such as Black Friday and Christmas, processing can take slightly longer. If that happens we will say so on our website and in your order confirmation email.
4. Delivery time
Once your order has been handed to the carrier, delivery normally takes a further 3 to 7 business days.
Putting those two stages together, most customers receive their order within 4 to 10 business days of ordering. As a worked example, an order placed on Monday 1st would typically be processed by Wednesday 3rd and delivered between Monday 8th and Friday 12th.
These are estimates, not guarantees. Once a parcel is with the carrier, the exact delivery date is outside our control. Delays can be caused by weather, carrier backlogs, strike action, incorrect address details or failed delivery attempts.
5. Where your order is dispatched from
Our products are made in Korea and dispatched to you from our international fulfilment partner. Delivery into the UK is handled by a UK carrier for the final part of the journey.
Everything is included in the price you paid at checkout. You will never be asked to pay anything extra to receive your parcel. In the unlikely event that you are contacted and asked for an additional charge before your parcel can be released, do not pay it. Email us at info@officialmiso.com straight away and we will resolve it for you at our own cost.
6. Tracking your order
You will receive two emails from us:
- Order confirmation, sent immediately after you pay, confirming what you bought and the delivery address you entered.
- Shipping confirmation, sent when your parcel leaves us, containing your tracking number and a link to track it.
Tracking information can take up to 48 hours to begin updating after you receive the email. This is normal and does not mean anything has gone wrong. If your tracking has not updated after 5 business days, email us at info@officialmiso.com with your order number and we will chase the carrier on your behalf.
Please check your spam or promotions folder before contacting us, as automated emails sometimes land there.
7. Incorrect or incomplete addresses
Please check your delivery address carefully at checkout. We are not able to change an address once an order has been processed and handed to the carrier.
If you spot a mistake, email us at info@officialmiso.com immediately with your order number. If the order has not yet been processed we will do our best to correct it.
If a parcel is returned to us because the address was incorrect or incomplete, or because nobody was available to accept delivery after the carrier's attempts, we will contact you. You can choose a full refund or a free reshipment to a corrected address.
8. Lost, delayed or damaged parcels
If your tracking shows no movement for 10 business days, or shows as delivered but you have not received it, contact us at info@officialmiso.com within 30 days of the shipping confirmation email. Include your order number and, if relevant, a photo of the parcel or the delivery location.
We will open an investigation with the carrier. Carriers usually take 5 to 10 business days to complete one. Once the investigation is closed, if the parcel is confirmed lost we will send a replacement or issue a full refund, whichever you prefer.
If your parcel arrives damaged, photograph the outer packaging and the product before disposing of anything, and email the photos to us within 7 days of delivery. We will replace the item free of charge.
9. Risk and ownership
Responsibility for the goods passes to you when the parcel is delivered to the address you provided, or to a neighbour, safe place or collection point where you have instructed the carrier to leave it.
If you leave delivery instructions with the carrier asking for the parcel to be left somewhere unattended, we cannot be held responsible for loss or damage after it has been left there.
10. Contact
Miso
Email: info@officialmiso.com
Website: https://officialmiso.com
We answer emails within 1 to 2 business days.