Does your site use an SSL certificate ?
Yes. We utilise a Let’s Encrypt Secure Sockets Layer (SSL) certificate which is trusted by all popular browsers and mobile devices. It allows for the encryption of potentially sensitive information such as your name, address and credit card details. Information passed between your computer and our website cannot be read in the event someone else intercepts it. This technology includes the following features:
- Authentication – this assures your browser that your data is being sent to the correct computer server, and that the server is secure
- RSA-signed using 2048-bit RSA keys – this encodes the data, so that it cannot be read by anyone other than the secure server
- Data Integrity – this checks the data being transferred to ensure it has not been altered
Is it safe to shop online ?
It is very safe to shop online with a trusted retailer using the appropriate technology.
We use one of the most secure online ordering systems on the market to ensure we can offer the highest possible level of security. We use PayPal and Alipay as our payment providers, both recognised as industry leaders for conducting secure, financial transactions. We also implement industry standard SSL technology to ensure your data is protected at all times.
In the unlikely event that there is unauthorised use of your card you must report the incident immediately to your credit card provider in order to qualify for security protection.
Do you accept PayPal and Alipay ?
We use PayPal and Alipay as our trusted payment gateway providers. Both are recognised as industry leaders for secure and reliable payment transactions.
PayPal will accept Visa, MasterCard, American Express and Customers with PayPal accounts.
Alipay is for our Customers in China who can pay in RMB using China Debit / Credit cards or with an Alipay account.
Why can’t I choose Non-Registered Shipping anymore ?
We did previously offer [Non-Registered] Economy Airmail as a shipping option. Although it was a slightly cheaper option we found that this method was not suitable for packages of value. Unfortunately mail does get lost or take longer to deliver than average – without tracking and insurance, it was not a good option in terms of protection for our Customers and us as the Seller.
How can I track my delivery ?
All Registered mail (EMS, Japan Post Economy Airmail (SAL) – Small Packet and DHL Express) has a tracking service. After we dispatch your items, we will email you the tracking number in a hyperlink to track your shipment. Should you have any problems accessing the tracking system please let us know.
When will my order be delivered ?
Once payment has been received, items are normally dispatched within 2 – 4 business days (up to 7 business days for brush items) of placing your order. EMS and DHL Express deliver within 6 business days to most major destinations around the world. For other remote areas, it is usually within 7 – 10 business days. Japan Post Economy Airmail deliver within 8 – 12 business days to most major destinations around the world. If you are not seeing any progress in the tracker, please let us know so we can follow up.
Which countries can use DHL Express ?
DHL Express is currently only available to the following destinations – Hong Kong, Singapore, Malaysia, Thailand, South Korea and Australia.
I have completed the order but I need to change the delivery address
If you have already completed the order and need to change the delivery address, please use the Contact Us form immediately, detailing your order number. We work very hard to ensure orders are sent out quickly, so don’t wait too long to contact us. After we have dispatched the item, we will no longer be able to make address changes.
How do I return an item I have received ?
See the Returns Policy page
What if the colour of my makeup item does not match my skin ?
Although we display the colours of makeup items (blush, eyeshadow, lipstick etc..) as accurately as possible, there is a chance that the actual product may vary slightly. This is due to a number of factors such as photography lighting or screen display settings for example. We recognise that it may not be possible to determine if a colour matches your skin type until you apply it. Unfortunately, once a package is opened, we cannot accept it back for return. Thank you for your understanding.
What currencies can I use to pay ?
All of our prices are displayed in Japanese YEN, US Dollars, Australian Dollars and Singaporean Dollars. If your local currency is neither of the displayed currencies, PayPal will convert your purchase price to your local currency upon completion of the transaction.
Note : For Customers using AliPay, the display currency must be in Japanese YEN only.
How do I get a reward coupon code ?
Our regular customers can redeem Points earned through purchases to receive reward coupon codes. See Our Rewards Program for more details.
What exchange rate do you use ?
All transactions are made in the displayed currencies : Japanese YEN, US Dollars, Australian Dollars or Singaporean Dollars. If your local currency is neither of the displayed currencies, PayPal will convert your purchase price to your local currency upon completion of the transaction.
Note : For Customers using AliPay, the display currency must be in Japanese YEN only.
The exchange rate to your local currency is at a rate specified by PayPal and AliPay.
How do I use my reward coupon code when ordering ?
We have an “Apply Reward Coupon” code box situated at the “View Cart” and “Checkout” pages where codes can be entered. You must take care when entering codes as they are case and space sensitive.
Do reward coupon codes work in all currencies ?
Reward coupon codes currently only work when the currency of your order is in Japanese Yen (JPY). We will be fixing this soon to allow all currencies but for now, please ensure you have selected JPY when entering codes.
May I use more than one reward coupon code at the same time ?
In general, a code rewarded specifically to you may only be redeemed one code at a time so we advise you to choose the reward best suited to your purchase. There may be exceptions, especially for store wide sale coupons where multiple codes may be used. You will be advised upon entering the code during checkout. Reward coupon codes cannot be used in conjunction with any other offer.
Are there any additional fees or hidden charges ?
No. The prices displayed on the website and on our invoices are the final price.
Is free shipping available for custom orders ?
No. The free shipping offer for orders over ¥15,000 is only available for shop items. A shipping charge is always required for custom orders. If you decide to combine a shop order that is over ¥15,000 with custom order items, only the additional weight of the custom order items will be charged. Combining in this way is a great way to save on shipping.
Why are there 2 Payment Requests ?
The 1st Payment Request only covers the cost of us purchasing the requested product. At this point, we can only estimate how much shipping will be. Once we get the product, we weigh it to determine the shipping options to send the product to you. In addition to the shipping fee, we charge a 12% service fee of the cost of the product. The shipping fee and service fee are what make up the 2nd Payment Request.
Where will you buy the product from ?
If you have provided specific URL details, we will buy the product from that On-Line store. Otherwise we will source it only from reputable On-Line stores (such as Rakuten or Amazon Japan). If the product can only be purchased by physically visiting a bricks and mortar store, we can do that too if it’s located in Hiroshima. Either way our service fee is a flat 12% of the product price.
How long will it take for me to receive the goods ?
Once we have received your request for a product, we will provide a quote as soon as we can source it. Once you agree to proceed and make payment, we will purchase the product immediately. On-line or in-store will be about 2 business days for the product to physically get to us. Once you have made the second payment for freight, we will ship the product out immediately to you. EMS and DHL Express deliver within 3 – 6 business days to most major destinations around the world. For other areas, it is usually within 7 – 10 business days.
How about VAT and domestic shipping ?
The 1st Payment Request is the total cost for us to buy your requested product. This is inclusive of any VAT and domestic shipping in Japan.
VAT and Customs Tax
Prices are shown inclusive of Japan VAT. Any local applicable Customs and Duties Taxes will be paid for by the buyer upon delivery. Please ensure you check your local Customs Office to determine if this will be applicable for your order.
Do I have to sign for my delivery ?
All registered deliveries will require your signature upon delivery.
My package never arrived. Can I get a refund ?
Yes. Although extremely rare, mail does sometimes get lost. If your order was shipped by a Registered method and does not arrive within the estimated delivery time frames, please contact us immediately with the details. We will request a formal trace with the appropriate courier and once we receive an official confirmation of non-delivery, you will be refunded in full.
What if my parcel is returned to you because it was undeliverable ?
A parcel may be returned to us if delivery is attempted multiple times or if it is not claimed after a certain duration (usually more than 2 – 4 weeks). In this case, we can reship the parcel to you but you will need to pay the reshipping cost (even if the order was eligible for free shipping).
Are there any countries you do not ship to ?
No. We ship to many countries around the world. If you do find a problem setting up a delivery address please contact us and we will investigate.
Can you deliver to PO Boxes ?
Yes, there are no issues delivering items to a PO Box address.
Can I be notified before delivery so that someone is at home ?
The only service which allows a time booking for the first delivery is DHL Express. Once you have been provided with a tracking number, simply call your local DHL office to schedule a time.
All other services will attempt delivery at their earliest convenience. If you are not present, they will leave a delivery attempt notice to allow you to schedule another suitable time.
Can I purchase from your Shop as well as get custom order items ?
Absolutely. Just include all the details of the items you are after in the request form and we’ll break it down in the quote we send back to you.
Can you provide me with the original receipt ?
Not a problem. Just let us know that this is something you want and we’ll make sure to include it in your shipment.
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