Frequently Asked Question
BUSINESS
Where are you located?
Our office and warehouse are in the second-largest metropolitan area of Japan, strategically positioned in near the Osaka Kansai Air port. This location allows us to stay close to our suppliers and ensures fast worldwide shipping.
What are your customer service hours?
Our customer service operates from Monday to Friday, 9 AM – 6 PM (JST). We are closed on Saturdays, Sundays, and major public holidays
SHIPPING & DELIVERY
Which countries do you ship to?
For an up-to-date list of shipping destinations, visit our Shipping Information Page. We are continually expanding our shipping regions.
What are your shipping methods?
We offer three shipping options:
Standard Shipping
Express Saver
Express Priority
Shipping times may vary based on order volume and destination.
How are shipping rates calculated?
Shipping costs are calculated at checkout based on the destination and shipping method. Free shipping is available for orders exceeding a certain amount.
Do you offer free shipping?
Yes, we provide free shipping on orders above a specific amount. This will be automatically applied at checkout.
What happens if I don’t pay the customs duty?
If you refuse to pay customs fees and the parcel is returned to us, a shipping and handling fee may be deducted from your refund. Contact your local customs office to check potential fees before ordering.
I received an email from the courier service. What should I do?
If you receive an email from the courier company, contact us immediately. We will assist with any necessary paperwork or concerns.
PRODUCTS
Are your products authentic?
Yes, we source all products directly from Japanese manufacturers and conduct quality inspections before shipping. If you receive a defective item, please contact us, and we will assist you in resolving the issue with the manufacturer.
Are all products made in Japan?
All brands on our website originate from Japan. While most products are manufactured in Japan, some may be produced in other countries, which will be clearly indicated in the product description.
What are your product quality standards?
We carefully curate our products to meet high-quality standards. Our commitment ensures that every item we offer is sourced locally and sustainably.
Can I get more information about a product?
We provide detailed descriptions, including manufacturing location, materials or ingredients, usage instructions, brand details, pricing, and images. If you need more information, feel free to contact us.
I can’t read my product’s instructions. What should I do?
We provide detailed product information on our website. If you need further clarification, please reach out to us for assistance.
PAYMENTS
What payment methods do you accept?
We accept:
- Major credit and debit cards
- PAYONEER, PAYPAL
- Gift Cards
- Bank Transfer (upon request)
ORDERS
Can I cancel or modify an order?
Once an order is placed, we start processing it immediately. Cancellations, modifications, or changes in payment/shipping details are not possible. However, you have a 1-hour window to request a cancellation if needed. After this period or if the order has shipped, our return policy applies.
I made a mistake in my order details. What should I do?
If your order has not yet shipped, contact us immediately to make changes. However, modifications can only be made within 1 hour of placing the order.
Do international orders include customs fees?
Import duties and customs fees vary by country and are the buyer’s responsibility. Check with your local customs office for potential costs before purchasing.
How can I track my order?
Visit our Tracking Page, sign in with your email and order number, or enter your tracking number to see real-time updates. You can also opt-in for email shipping updates.
