FAQ

Payment

What currency and how do I pay?

To ensure security of customers shopping with us, we take payments in USD$ and other currencies which are converted according to PayPal rates through our Credit Card system and PayPal verified accounts only. We are fully PayPal verified so you can always shop with peace of mind. Direct Bank Transfer (wire transfer) – only for orders which exceed $2,000, please contact us directly.

Note: after wire transfer please provide us with your order number, the paid amount, the transaction number and the exact date you made the transfer.

Is it safe to pay using my credit card?

Yes it is. Our checkout page is HTTPS SLL secure and fully complied with international standards. All credit card purchases are processed through our Credit Card system and PayPal (read more about PayPal). Please also notice that we don’t store your credit card information on our servers.

Is it possible to pay by installments?

Installment option is not available and the payment has to be paid in full at that time of placing an order.

Am I supposed to pay additional fee in my country?

We do everything what is possible to make sure that there is no additional fee in your country. We also pay extreme attention to the way we package your products. However, we do not have any possible way to influence your country’s customs laws. In some countries, you might have to pay tax before getting your package. Customs taxes are not included in the total of your order and it is your responsibility to confirm whether or not duties and taxes may be levied.

Cancellations

How do I cancel my order?

To place a cancellation, please log into your account and visit “Order Status”. If your order has not been shipped yet then please contact us immediately. If your order is qualified for cancellation then we will stop shipping procedure and you will be notified within 1 to 2 business days of the finalized cancellation and money refund. If you wish to cancel only part of your order then please contact us immediately. Once your order is prepared for shipment then you won’t be able to cancel your order.

Can I change the type or amount of items I’ve already ordered?

Once you see your order being “Processed” on Your Account, it is not possible to change your order (including the size, color or version of a product ordered). However, please contact us immediately to see if we can accept your request for change.

Is it possible to return or exchange an item?

Due to our sales policy, we can’t accept returns or exchange requests. Before purchasing, please note that all sales are final. If items are defective or damaged upon arrival, please contact us immediately.

Refund

Oh no! The product I received is damaged.

Our QAP (Quality Assurance Policy) is very strict and we would never send a damaged product to you. However, we are aware that sometimes items could get damaged during international transportation process by Japan Post and/or your country’s Post Office. If your item is damaged at that time of receiving your parcel, please let us know ASAP and we will submit a damage report to Japan Post, who will launch an official investigation into why, how and by whom your item was damaged.

Ultimately Japan Post and your country’s Post Office are responsible for investigating your case and for compensating your damaged item if your case is proven eligible. Unfortunately we cannot influence their official investigation nor compensation assessment.

Please contact us within one week of your package arrival to process your claim. First we will ask you to provide photos or a video of the damaged product, which we might submit to Japan Post along with an official damage report.

Second, you’ll need to submit a damage report to your post office in your local area (please bring your ID such as a driving license).

Once two damage reports are received by Japan Post, they will investigate and inform the sender the result of their investigation. When a compensation payout is received at our store, we’ll ask you to resend the damaged item back to Japan (you’ll be reimbursed for the shipping fee) and upon arrival of the item, a replacement will be dispatched to the address of the customer. Please note that the replacement cannot be sent to a different person or address under no circumstance.

Assistance with your claim won’t be available if:

1.    Seven days after your package is officially declared “delivered in the online tracking information.
2.    There is no provision of images of the damaged product upon request.
3.    The product is not deemed to be damaged or defective after assessing the images provided by you.
4.    The product has been previously used.

My parcel is sent back to Japan! Can you resend it for free or refund?

We can re-send your parcel on a few conditions. First, you’ll be charged for the shipping fee, when your parcel arrives back at our office in Japan. When the payment for shipping is made, your parcel will be sent back to you.

Under any circumstance, there will be NO refund for a parcel returned to Japan. Returned items will be stored at our storage for two months since the date of return to Japan. If customers do not agree to pay for re-shipping fee, they will be discarded after six months.

My parcel can not be released from Customs Office. What can I do?

Our refund policy stipulates that a refund will be considered only when a product is damaged or defected upon arrival. It is the customer’s responsibility to check taxes and make sure that a particular product can be imported. Thus, in a case of a parcel being seized, or rejected entry and returned to Japan, by your country Customs Office, we are unable to provide a refund.

Can I get refund for shipping because my parcel didn’t arrive within the estimated time?

All shipping estimates are provided in accordance with Japan Post and in most cases shipping is shorter than the estimates. However, neither Japan Post nor Japanesbeauty can garuntee that international parcels definitely arrive in the destination country within the estimated time.

The estimated delivery time means the fastest possible delivery time indicated by Japan Post in the case of no delay by the customs or local post office in the destination country. Please note that the delivery time depends largely on the speed of processing by the customs in your country and the speed of delivery by your local post office.

Neither Japan Post nor Japanesbeauty can negotiate with the customs or local post office in your country to speed up the process. No ‘special arrangement’ can be made with the customs or post office in your country.

In the increasingly tightened security measures against terrorism placed by a number of countries, in particular those in Europe, there is an increasing chance for a delay in international postal delivery. Japan Post nor Japanesbeauty can be held responsible for the delay in delivery of international parcels. Neither Japan Post nor Japanesbeauty thus will be able to refund shipping fees.

Can I keep the product when I get a refund?

No, a customer cannot keep a product when asking for a refund. If it is confirmed by our refund management office that the product is indeed damaged, a customer will be asked to return the product to our office in Japan  first and we will either refund or resend a new product.

I’ve tried the product I purchased and don’t like it. Can I get a refund?

A refund will not be made in the case of a personal preference (e.g. “I don’t like the taste”, “I don’t like the look of this product”). Our refund policy stipulates that a refund will be made only when a product is damaged or defected upon arrival. The customer needs to (1) notify us within seven days of the package arrival and (2) provide pictures or a video of the damaged product.

I never got my parcel! Can I get a refund?

We’ll take an immediate action if your parcel is lost. If you do not receive your parcel within a reasonable timeframe, please contact your local post office first by presenting your tracking number.