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.
NOTICE!
Customers from France, Austria, Norway, Sweden
Please check ABOUT SHIPPING FEE (at the bottom of the page)
for a list of items prohibited from shipping to your country.
Please be careful when making a purchase, as if you buy a product prohibited in your country, we will have to cancel it from the order.
Q: Shipping costs and calculation rules
A: 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
Q: How long does the package take to arrive?
A: Standard AIR MAIL shipping takes about 2 weeks. Please note that there may be slight delays.
Q: Available payment methods
A: Available payment methods are credit card payment (VISA, MasterCard, and American Express), PayPal, and G Pay.
Q: Can I pay by regular bank transfer?
A: No
Q: Will there be an option for cash on delivery?
A: No
Q: Which countries can you ship to?
A: We currently sell our products throughout Europe, the USA, and Canada.
Q: Do you mark packages as GIFT?
A: No, this is illegal. Our company strictly adheres to all legal rules. It is not consistent with reality or the documents confirming the sale of products for which we may be held accountable by customs services. Please do not send emails with such a request.
Q: Do you understate product prices on shipping lists?
A: No, this is illegal. Our company strictly adheres to all legal rules. It is not consistent with reality or the documents confirming the sale of products for which we may be held accountable by customs services. Please do not send emails with such a request.
Q: Will customs duties be necessary to pay?
A: We cannot determine whether your order will be subject to customs duties. Each country has different legal rules. It all depends on the quantity, type of items purchased, and their value. We suggest checking what and how it is taxed in your country on the official Customs Office website. If such a procedure occurs, the obligation to pay lies with the buyer.
Q: Are Japanese companies vegan?
A: In the organic section, there are cosmetics that can be considered vegan. However, regarding food or cosmetic labeling, no companies practice this because these cultures (vegan/vegetarian) are popular in the West; in Japan, there is no such trend on this scale, and consumers are not interested in it. Japanese companies do not label their products as pro-vegan, etc. Please remember that you are entering a different culture.
Q: Are cosmetics tested on animals?
A: 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.
COMPANIES THAT DO NOT TEST ON ANIMALS
- ROHTO
- BIORE
- ISEHAN
- UTENA
- CHIFURE
- DHC
- FANCL
- KAO
- KOSE
- KRACIE
- MEISHOKU
- OSHIMA TSUBAKI
- ROSETTE
- SHISEIDO
- POLA
- MENARD
- LION
- KOKURYUDOU
- KOHGENDO
- KANEBO
- ISHIZAWA LABORATORIES
- HABA
- DR.CI:LABO
- COW BRAND SOAP
- CLUB COSMETICS
Q: What does free skincare arrangement mean?
A: Free skincare arrangement is a proposal of full Japanese skincare focused on the main night skincare routine. As a store, we offer a list of products that will help you achieve your skincare or hair goals. Please note that this is not medical or cosmetic advice but advice based on experience with Japanese cosmetics and Japanese skincare. We do not arrange skincare for pregnant women or people who clearly should consult a specialist/doctor.
Q: What if the shipment exceeds 2kg?
A: 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.
Q: What if the status of the package does not change?
A: Delays may also be caused by holiday periods, Black Friday, national holidays, or current high postal traffic. You can find a more detailed description of the package status by entering the tracking code on the Polish Post website. Please be patient.
Q: When will my order be shipped?
A: Shipping is done from 3 to 5 working days after the payment is credited to our account. The time may be extended due to a large number of orders, waiting for a product, or public holidays.
Q: Can I return the products?
A: Unfortunately, it is not possible, so please make your purchases carefully. The store does not issue refunds. The only exception is a store error; if the store makes a mistake in shipping or products in the package, the store commits to sending the correct shipment at its own cost.
Q: What if the package returns to the store?
A: In that case, we can resend it AT THE COST OF RE-SHIPPING or refund the costs (only includes a refund for the products. Shipping costs are not refunded as they have already been incurred).
Q: What if I refuse to accept the package?
A: In that case, the package returns to our store. Once the store receives the package, we will contact the customer to explain the situation and refund the product costs (only includes a refund for the products. Shipping costs are not refunded as they have already been incurred).
Q: What if the product is damaged?
A: 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.
Q: Do you issue invoices for companies?
A: Yes, please provide the details in the notes for the store when placing an order.
Q: Why don't Japanese products have an expiration date?
A: 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.
Q: My order was not accepted, but money was withdrawn from my account.
A: 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.
Q: What products cannot be shipped?
A: 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.
Q: Why are beauty supplements no longer available?
A: Supplements have been added to the list of prohibited items for air transportation.
Q: What should I do if a product has been out of stock for a long time?
A: If you are interested in an out-of-stock product, please contact us with the product name via the form or directly by email. We will look into restocking it for you.
Q: What does "Products by customer request" mean?
A: This currently includes books, which are listed as out of stock. If a customer wants a specific book, they should first contact us via the form or email. We will check if it is available at the bookstore and whether the price has changed. If it’s available, we will restock it and notify the customer. Once you place the order, we will request the book, but there might be a slight delay in shipping due to the wait. If the bookstore does not have the book, we may cancel your order.
Q: Can I suggest or purchase items not available in the store?
A: 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:
https://docs.google.com/forms/d/1YVwHmsdoSssedLlNYa_JUNR1MuCVWUorTUmqBr5vY58/edit