Notice
As of July 1, 2021, the EU VAT e-commerce regulation has come into effect throughout the European Union. The system requires the payment of VAT for purchased products. This is a law mandated by the European Union. As a store, we inform you that the obligation to pay VAT lies with the buyer in their destination country. The local postal system will handle this. If there is any change in our store system or we introduce any facilities, we will inform you immediately.Find the answers for the most frequently asked questions below
Are cosmetics tested on animals?
Most Japanese companies discontinued this practice many years ago, but it still depends on the company. Japanese companies do not label their cosmetics as not tested on animals, even if they are not tested.
Click Here to see companies that do not test on animals.Are Japanese companies vegan?
In the organic section, you’ll find some cosmetics that can be considered vegan. However, vegan and vegetarian trends are more popular in the West, and in Japan, these practices haven’t gained the same level of interest. As a result, Japanese companies typically don’t label their products as vegan. Thank you for understanding the cultural differences!
What does free skincare arrangement mean?
Our free skincare arrangement features a comprehensive Japanese night skincare routine. We offer a curated list of products to help you achieve your skincare and hair goals. Please remember, this is based on our experience with Japanese cosmetics and is not medical or cosmetic advice. We recommend that pregnant women and those with specific concerns consult a specialist or doctor.
How long does the package take to arrive?
Standard AIR MAIL shipping typically takes about 2 weeks. Please keep in mind that there may be slight delays along the way. We appreciate your patience, and if you have any questions, feel free to reach out!
Why are beauty supplements no longer available?
Since 2021, supplements have been included in the list of items prohibited for air transportation. We appreciate your understanding and cooperation with these regulations!What should I do if a product has been out of stock for a long time?
If you’re interested in a product that’s currently out of stock, please don’t hesitate to reach out to us with the product name using the form or directly via email. We’d be happy to look into restocking it for you! Thank you!
Order with custom-request products can be canceled?
Some of our products are ordered specifically at the customer’s request. Once an order for such products is placed, it cannot be canceled. This is because these products are ordered immediately after the placing order by customer.
Therefore, we kindly ask you to shop carefully and read descriptions.
Can I return the products?
Unfortunately, we are unable to offer refunds, so we kindly ask that you make your purchases carefully. The only exception to this policy is in the case of a store error. If there is a mistake in shipping or if the wrong products are included in your package, we will gladly send the correct items at no additional cost to you.
What if the package returns to Japan?
In this case, we can resend the item at the cost of re-shipping or issue a refund for the product cost only. Please note that shipping costs are non-refundable, as they have already been incurred. Thank you for your understanding.
What if I refuse to accept the package?
In this situation, the package will be returned to our store. Once we receive the package, we will reach out to you to explain the situation and process a refund for the product cost only. Please note that shipping costs are non-refundable, as they have already been incurred. Thank you for your understanding.
Available payment methods
Available payment methods are credit card payment (VISA, MasterCard, and American Express), PayPal, and G Pay.
Can I pay by regular bank transfer?
Unfortunately, we do not accept regular bank transfers as a payment method at this time. Thank you for your understanding!
Will there be an option for cash on delivery?
At this time, we’re unable to offer a cash-on-delivery option. Thank you for your understanding!
My order was not accepted, but money was withdrawn from my account.
This is a common issue with cards that have additional protection against suspicious purchases. The order is confirmed once the payment is accepted. If you did not receive an order confirmation but were charged, it means the situation is temporary. If the order is declined, the bank will automatically cancel the charge and refund your account after a few days.
Payment to our account is confirmed by an order confirmation (an email with a confirmation and order number) from the Shopify system.
What if the product is damaged?
To confirm the actual damage, we need an Opening Package Report or a full video showing the condition of the tapes on the package. Only in such a case can we confirm the authenticity of the damage and resend the product.
Why don't Japanese products have an expiration date?
Japan has a national law that applies to all cosmetics. This law ensures that cosmetics are manufactured with a 3-year quality guarantee, meaning that virtually all cosmetics sold in Japan today comply with this 3-year regulation. The expiration date is not listed on the packaging.
If a date is included, it refers to the manufacturing date, and you count 3 years from that date. After opening, the cosmetics should be used within 6 months.
What products cannot be shipped?
The following are prohibited: sprays, 100% pure oils, products with more than 24% alcohol content, liquid perfumes, hair tonics, beauty supplements, nail polish, devices with batteries, seeds, and fresh foods.
What does "Products by customer request" mean?
This category currently includes items that may be listed as out of stock. If you would like a specific product, please contact us via the form or email, and we will check its availability and confirm the current price. If the product is available, we will restock it and notify you.
Once you place the order, we will request the item, though there may be a slight delay in shipping due to availability. If the product is not available from our supplier, we may need to cancel your order.
What should I do if a product has been out of stock for a long time?
If you’re interested in a product that’s currently out of stock, please don’t hesitate to reach out to us with the product name using the form or directly via email. We’d be happy to look into restocking it for you! Thank you!
Can I suggest or purchase items not available in the store?
Absolutely. If you are looking for a purchasing agent in Japan, we can assist. All you need to do is email us the product you want to buy. Based on your request, we will determine the price. If you are satisfied with the price, we will add the product to the website immediately after your order and proceed with the purchase. Please note that this may extend delivery times.
We also welcome suggestions for products in the store. Please feel free to share your ideas through the form below or type in WABI-SABI store chat.
Email Us
Shipping costs and calculation rules
Shipping costs are calculated automatically and determined by the final weight of the order (please note that a product marked 180ml usually weighs more; the weight shown on products is often the weight of the product itself without packaging. Additionally, there is our protective packaging, tapes, boxes, bonuses). If you want to check your shipping cost, click the link for the full list:
https://wabisabi-store.jp/pages/shipping-fee-list
What if the shipment exceeds 2kg?
In that case, the package will be split into two packages (or more depending on the size of the order), as a crucial point of our sales is an affordable price and low shipping costs. This is the only way to reduce international shipping costs for you. The packages we use for shipping have strict weight and size limits allowed for shipping.
What if the status of the package does not change?
Please note that delays may occur during holiday periods, Black Friday, national holidays, or times of high postal traffic. For more details on your package’s status, simply enter your tracking code on the Polish Post website. Thank you for your patience and understanding!
Which countries can you ship to?
We are now shipping worldwide, is important to remind that Since we ship directly from Japan, some countries may apply import taxes when your order arrives. Unfortunately, due to current circumstances, we’re unable to deliver to Russia, Ukraine, Cuba, North Korea, Syria, Iran, Venezuela, Somalia, Yemen, Lebanon, and Sudan. This list may change depending on the situation in each country.
What shipping methods do you offer?
Currently, we only offer air mail through Japan Post for shipping. However, we are considering adding more shipping options in the future!
Do you mark packages as GIFT?
We’re sorry, but we’re unable to fulfill this request, as our company strictly adheres to all legal regulations. Providing documents that are not accurate or consistent with the actual sale may lead to accountability with customs authorities.
Thank you for your understanding, and please refrain from sending further requests of this nature.
When will my order be shipped?
Preparation typically takes 3 to 5 working days once your payment is received. This timeframe may be extended during peak order times, product restocking, or public holidays.
How will I know when my order has shipped?
Once your order has been shipped, you will receive a confirmation email with a tracking number to monitor its progress.
Can I change or cancel my order after it has been placed?
If you need to change or cancel your order, please contact us before it has been shipped.
Do you issue invoices for companies?
Yes, please provide the details in the notes for the store when placing an order.
Do you understate product prices on shipping lists?
We’re unable to fulfill this request, as our company is committed to following all legal regulations. Accurate documentation is essential for customs compliance, and any discrepancies could lead to accountability issues. Thank you for your understanding, and we kindly ask that no further requests of this nature be sent.
What are customs duties and taxes?
Customs duties are fees imposed by a government on goods imported into a country. Taxes, such as value-added tax (VAT) or sales tax, may also apply to imported goods, depending on the destination country's regulations.
Who is responsible for paying customs duties and taxes?
Typically, the buyer (importer) is responsible for paying any customs duties and taxes upon receipt of the goods. However, this can vary depending on the seller's shipping terms (e.g., DDU, DDP).
How are customs duties calculated?
Customs duties are usually calculated based on the value of the goods, shipping costs, and the applicable duty rate for the product category. Each country has its own tariff schedule that determines these rates.
Will I be charged customs duties on every order?
Not necessarily. Some countries have a de minimis threshold, meaning orders below a certain value may be exempt from customs duties and taxes. It's essential to check the specific regulations for your country.
Can I find out how much I will be charged in customs duties and taxes?
You can often estimate customs duties and taxes using online calculators provided by customs authorities. Additionally, consulting your local customs office or the seller can provide more specific information.
What happens if I refuse to pay customs duties and taxes?
If you refuse to pay the required customs duties and taxes, the shipment may be returned to the seller or destroyed, depending on local regulations. You may also be liable for any return shipping fees.
How can I avoid unexpected customs charges?
To avoid unexpected charges, research the customs regulations in your country, understand the value of your order, and inquire about any applicable customs duties and taxes before purchasing.
What should I do if my package is held up at customs?
If your package is held at customs, check the tracking information for updates and contact your local customs office for assistance. They can provide information on any necessary documentation or fees.
Will I receive an invoice for customs duties and taxes?
Yes, if customs duties and taxes are applicable, you will typically receive an invoice or notification from the shipping carrier or customs office detailing the amount due before you can receive your package.
To ensure a smooth shopping experience, please refer to our Shipping Fee List for items that cannot be shipped to your country. We kindly ask that you review this list before making a purchase, as we may need to remove any restricted items from your order. Thank you for your understanding!