Welcome. We’re here to help.
Got a question? We recommend to check out our self-service options or FAQs below before reaching out, as you might find your answer faster.
If you can’t find what you need, our Customer Experience Team is happy to assist. Please contact us using one of the methods below and one of our customer experience representatives will get back to you shortly.
Please include the following for a quicker response: full name, order email and order ID.
Got Quick Questions?
We’ve got instant answers to our most popular customer needs below. Click the expandable topic headers below to get started.
Frequently Asked Questions
BUSINESS
Our office and warehouse are based in the second largest metropolitan area of Japan, strategically located right in front of the Osaka Bay between the two major cities of Osaka and Kobe. This location allows us to be closer to our suppliers while quickly delivering our goods to customers worldwide.
Our operation hours are Monday-Friday 9-6 JST. Please note that we are closed on Saturdays, Sundays, and major public holidays.
PRODUCTS
We source all of our products directly from Japanese manufacturers and inspect all of our products for authenticity and quality assurance before they leave our warehouse in Japan. If you notice any flaws or defects in your products after you receive them, please feel free to reach out to us and we will contact the manufacturer directly.
All brands featured on our website are of Japanese origin, with the majority of products being produced in Japan. In certain instances, products may be manufactured in other countries, which will be clearly indicated in the product description.
We have high quality commitments for everything in our store and carefully curate the brands we work with and product range to meet the highest standards. By curating all of our items we can offer high-quality products sourced locally and sustainably.
We try to give you as much useful information as we can about all our products on our website, including:
• A detailed description that includes information about where the item is made and wherever possible what materials or ingredients the product is made from.
• Detailed instructions on how to use the product.
• Information about the brand, clear pricing and lots of images.
However, if you still have questions before purchasing or after receiving the product, please feel free to contact us and we'll be happy to help.
We try to provide as much detailed information as possible on our online product descriptions but if you still have any questions about your product, please feel free to reach out to us anytime for further instructions or clarification.
PAYMENTS
We accept all major credit and debits cards as well as Apple Pay, GPay, Shop Pay, Gift Card and (upon request) Bank Transfer.
ORDERS
Unfortunately it is not possible to cancel, add or change anything in your order, including changing payment methods or shipping information of any kind. This is because we reserve your items and start processing your order shortly after you place it.
However, if you have made a mistake or accidentally placed a duplicate order there is a 1-hour window where you can request to cancel your order. If the order has already been shipped or 60-minutes have passed, you'll need to follow our returns process.
If your package has not yet left our warehouse, please contact us immediately and we will make the necessary changes to your order. However, please note that we cannot make any changes after one hour of placing the order.
If you are not satisfied with your purchase, you can return your item(s) with some conditions and exceptions. Please see our returns policy for more details.
When goods are imported into a different country, there may be extra charges called customs and import duties that apply. We have no control over these charges, and we can't tell you what the cost would be, as customs policies and import duties vary widely from country to country. For more information, please check with your country’s customs office to determine what these additional costs might be.
Please note that if a customs duty is payable to your territory, you'll be responsible for paying it to the authorities. If customs clearance procedures are required, it can cause delays beyond the original delivery estimates.
Simply navigate to our Tracking Page and either sign in with your email address and order number, or enter your tracking number.
Here you can see the real-time progress of your order, as well as register to receive shipping updates via email.
SHIPPING & DELIVERY
For a complete list of countries we currently ship check our shipping information page. We are constantly adding new locations to our list of shipping destinations. If your country is not currently included in our list, please check back again in the near future.
We offer 3 shipping methods – standard, express saver, and express priority. We try to ship all of our orders as quickly as possible, but given the large volume of orders, there are periods when shipping times may take longer than normal. If you are looking to receive your order in a hurry, we recommend choosing an express shipping option.
Shipping costs are calculated automatically at the checkout page when both the destination and shipping method are selected. For most of the countries we offer free shipping above a certain amount. If this threshold is not reached we charge a small flat rate shipping fee, so the more you buy the less you pay.
If you spend over a certain amount, you may be eligible for free shipping. Free shipping will be calculated automatically at the checkout page.
If, for whatever reason, you refuse the customs fee and the parcel is returned to us, a shipping and handling fee may be deducted from your refund. If you're still unsure on whether you'll be subject to customs fees, we recommend contacting your local customs office for current charges before you order, so you are not surprised by unexpected costs.
If you are to receive any email from the courier company, please reach out to us as soon as possible and we would be happy to take care of any additional paperwork or concerns.
Contact Us
Contact us using one of the methods below and one of our customer experience representatives will get back to you shortly. Please include the following for a quicker response: full name, order email and order ID.
