Terms and Conditions of the WABI-SABI STORE Online Shop

§ 1. Preliminary Provisions

The WABI-SABI STORE online shop (“Shop”), available at: https://wabisabi-store.jp/, is operated by:
株式会社Z JAPAN (Z JAPAN Co., Ltd.) with its registered office at 208-0013 Tokyo-To Musashimurayama-shi Ominami 1-124-4 Tousou Building, represented by [Furukawa Tsuyoshi], registered in accordance with the laws of Japan (Companies Act), 法人番号 / Corporate Number: 2012801022888
contact e-mail: wabisabi-support@zjapan.co.jp

These Terms and Conditions set out the rules for using the Shop, including the rules and procedure for concluding distance sales contracts, delivery, payments, complaints, withdrawal (where applicable), as well as information on customs duties, taxes and data protection.

The Terms and Conditions are addressed to consumers and business customers making purchases in the Shop.

Acceptance of the Terms and Conditions is required in order to place an order.

§ 2. Definitions

Client: any entity placing an order in the Shop.
Consumer: a natural person making a purchase not directly related to their business or professional activity.
Seller: the entity indicated in § 1 point 1.
Shop: the sales service available at https://wabisabi-store.jp/.
Product: a physical item available in the Shop (including made-to-order products), which is the subject of a sales contract.
Order: the Client’s declaration of intent aimed at concluding a sales contract.
Account: the Client panel in the Shop.
Cart: a functionality of the Shop used to select Products and define the terms of the Order.

§ 3. Contact with the Shop

Registered office address: 208-0013 Tokyo-To Musashimurayama-shi Ominami 1-124-4 Tousou building
E-mail: wabisabi-support@zjapan.co.jp
Complaints/returns – see §§ 14 and 15.

§ 4. Technical Requirements

To use the Shop, the following are required: a device with Internet access, an up-to-date web browser, an active e-mail account, enabled cookies support and disabled VPN.

The Shop is hosted on the Shopify platform.

§ 5. General Information and Prices

Browsing the offer does not require an Account. An Order may be placed with an Account or as a “guest”.

Prices displayed in the Shop are gross prices in the currency indicated on the Product page. Import taxes/customs duties in the recipient’s country are not included (details in § 13). FAQ

The final amount includes the Product price and the delivery cost indicated when placing the Order.

For “made-to-order” products, once the Order has been placed it cannot be cancelled (see § 12). FAQ

§ 6. Creating an Account

An Account is created via the registration form and is free of charge.

The Client may delete their Account at any time by contacting the Shop by e-mail and providing data that identifies the account.

§ 7. Free Skincare Plan

WABI-SABI STORE offers Clients a free consultation and the creation of a personalized skincare plan, in accordance with the form available at: SKIN CARE PLAN.

This service is completely free of charge and does not oblige the Client to purchase any products.

To use the service, the Client completes a form containing data regarding skin type, concerns, preferences and expectations.

The usual time for preparing the plan is 7 to 21 business days, but this may be extended in the case of a large number of requests or periods of increased interest.

The Shop reserves the right to refuse to prepare a plan or to change the deadline if the data provided by the Client are incomplete, unclear or contradictory.

The prepared plan is for information and recommendation purposes only — it does not constitute a medical diagnosis and does not replace a consultation with a dermatologist or medical specialist.

The Shop does not prepare a plan for pregnant women or persons with medical conditions.

§ 8. Placing Orders

Placing an Order

The Client adds Products to the Cart, fills in the delivery details, selects the delivery and payment method, and then confirms the Order.

Accuracy of Delivery Data

The Client is obliged to provide complete and correct address data, including:

first and last name consistent with their identity document,
home address consistent with the postal register.

We do not ship parcels to parcel lockers/lockers or pick-up points of private courier companies (e.g. DHL, DPD, InPost, UPS, FedEx, etc.).

Shipping Method and Responsibility of the Postal Operator

All parcels are shipped exclusively via Japan Post. After arriving in the destination country, the parcel is handed over to the official postal operator of that country (e.g. Poczta Polska, Royal Mail, Deutsche Post, etc.), where it is subject to national distribution, sorting, customs clearance and delivery procedures.

WABI-SABI STORE has no influence on the course of the delivery process, delivery times, local procedures, frequency of status updates or the operating rules of the postal service. Responsibility for processing and delivering the parcel rests solely with the postal operator of the recipient’s country.

Delivery and Collection of the Parcel

Please note that delivery personnel do not always leave a delivery notice. This depends on the individual provider, therefore we strongly advise monitoring your parcel using the tracking code received in the shipping confirmation e-mail.

The status “RETENTION” means that the parcel is already at the local post office and must be collected in person.

Client’s Obligation to Monitor the Parcel

The Client is obliged to independently and regularly check the parcel status on the website of the local postal operator. For parcels to Poland, we recommend monitoring at: https://emonitoring.poczta-polska.pl. Failure to collect the parcel on time may result in it being returned to the sender in Japan.

Consequences of Incorrect Data or Failure to Collect the Parcel

WABI-SABI STORE is not responsible for non-delivery, delay or refusal to release the parcel resulting from:

providing incorrect or incomplete address data by the Client,
failure to collect the parcel by the Client within the specified time,
return of the parcel by the local postal service due to non-collection,
lack of a physical delivery notice despite the parcel being at the post office,
actions or omissions on the part of the postal operator of the recipient’s country.

Order Limitation/Cancellation

The Shop may limit or cancel an Order for justified reasons (e.g. lack of payment, shipping restrictions – see §§ 9, 10 and 11).

§ 9. Payments

Available payment methods: payment card (VISA/Mastercard/AmEx), PayPal, GPay, Blik. FAQ

The Shop does not process Cash on Delivery orders — all orders must be paid for in advance using the available online payment methods.

Initiating a payment without receiving an order confirmation e-mail usually means an authorization hold – the funds are automatically released after the order is rejected by the payment system/bank. Confirmation of payment acceptance is the e-mail with the order number from the Shopify system. FAQ

§ 10. Conclusion and Performance of the Contract

The sales contract is concluded when the Client is sent an e-mail stating “we confirm that we have accepted your order”.

The usual order processing time before shipment is 3–5 business days from the date the payment is credited (this may be extended during peak sales periods/holidays and in the case of orders for products made to the Client’s request). FAQ

§ 11. Delivery, Costs and Restrictions

Delivery is made from Japan to most countries worldwide using the method selected when placing the Order; the cost is calculated automatically based on the total weight of the parcel (net product weight + product packaging weight + protective materials + shipping carton).

Note: the capacity stated by the manufacturer (e.g. shampoo 500 ml) refers to the volume of the liquid itself and is not the weight of the product. For the purpose of calculating transport costs, the actual shipping mass is taken into account: contents + product packaging + additional protective materials + shipping carton.

Due to the variety of products and the way they are combined in a single order, the weight displayed when placing the Order may differ slightly from the actual weight of the final parcel.

If the actual weight of the parcel exceeds the weight paid for by the Client, the Shop does not charge any additional fees. Likewise, if the actual weight is lower, the difference is not refundable.

Products Prohibited in Transport (Examples)

aerosols/sprays, 100% pure oils, products >24% alcohol (e.g. some perfumes/toners), liquid perfumes, hair tonics, capsule supplements, nail polishes, devices with batteries, seeds, fresh food. Products unavailable in the Shop due to food restrictions in Poland and other countries: e.g. products containing beef-derived ingredients. FAQ

Country-Specific Restrictions

Sweden and Norway: products containing alcohol
Austria: food

Shipping Method and Responsibility of Postal Operators

Shipping is carried out exclusively via Japan Post. After arriving in the destination country, the parcel is handed over to the official postal operator of that country (e.g. Poczta Polska, Royal Mail, Deutsche Post, etc.), where it passes through the internal postal processing system — sorting, routing, possible inspection and customs clearance, storage and final delivery.

WABI-SABI STORE has no influence on:

internal parcel handling procedures of the postal operator,
delivery times,
the frequency of tracking status updates,
the rules for delivering parcels applied by the local postal operator,
the course and duration of customs procedures.

Responsibility for delivery of the parcel lies solely with the postal operator of the recipient’s country.

AIR MAIL Delivery

Standard AIR MAIL delivery time: usually approx. 2 weeks (delays are possible). SHIPPING FEE LIST
Splitting AIR MAIL parcels: when 2 kg is exceeded, the order is split into two parcels. SHIPPING FEE LIST
For orders over 4 kg, the shipment is automatically changed to EMS.
Customs clearance: both AIR MAIL and EMS parcels are subject to the customs regulations of the recipient’s country; customs duties and taxes are borne by the Client (details in § 13).

EMS Delivery (Express Mail Service)

Nature of the service: priority air shipment by Japan Post with full tracking.
Delivery time: usually 3–7 business days to major destinations (this may be extended depending on the country, season and customs clearance).
Availability and cost: EMS availability depends on the destination country; choosing EMS involves a higher rate than AIR MAIL — the cost is calculated automatically when choosing the shipping method in the cart. SHIPPING FEE LIST
Customs clearance: both AIR MAIL and EMS parcels are subject to the customs regulations of the recipient’s country; customs duties and taxes are borne by the Client (details in § 13).

Delivery and Collection of the Parcel

Parcel statuses may be updated more slowly during periods of heavy traffic (holidays, Black Friday, etc.). FAQ

The status “RETENTION” means that the parcel is awaiting collection at the nearest post office. Please collect the parcel promptly so that it is not sent back to Japan.

Client’s Obligation to Monitor the Parcel

We recommend regularly checking the current parcel status on the website of the local postal service. Clients in Poland can monitor parcels at: emonitoring.poczta-polska.pl.

Countries currently unavailable (temporarily): among others Russia, Ukraine, Cuba, North Korea, Syria, Iran, Venezuela, Somalia, Yemen, Lebanon, Sudan, United States, Canada, Spain (the list may change). FAQ

The Shop does not mark parcels as gifts (“GIFT”). FAQ

The current and complete shipping price list (divided by parcel weight and destination country) is available at: SHIPPING FEE LIST.

§ 12. Right of Withdrawal (Consumer Returns)

Due to the international nature of sales and the Shop’s policy, returns of products are not possible (no right of withdrawal), except in the case of an error by the Shop (e.g. packing error). In the event of such an error, the Shop will resend the correct products free of charge after the Client provides evidence that the error was made by the Shop. FAQ

For products damaged in transit, a report prepared when opening the parcel or a full video recording showing the intact tapes and the moment of opening is required – only this enables verification of the damage and potential replacement shipment. FAQ

Products “made to the Client’s order”: once the Order has been placed, they are not subject to cancellation (the product is ordered from the supplier immediately). FAQ

§ 13. Customs Duties, Import Taxes and VAT

Orders are shipped directly from Japan and may be subject to customs duties, VAT or other charges imposed by the recipient’s country. As a rule, the obligation to pay rests with the Client in the destination country; payment may be collected by the local postal service. FAQ

EU – VAT from 1 July 2021: pursuant to the EU VAT e-commerce package, purchased goods are subject to VAT in the recipient’s country; the Shop informs that the tax obligation rests with the buyer (unless the Shop implements a different settlement system – any changes will be announced on the website). FAQ

Refusal to pay customs and tax charges may result in the parcel being returned or destroyed under local regulations; the Client may bear the cost of return.

§ 14. Complaints and Warranty

The Shop supplies goods free from defects.

Complaints should be submitted by e-mail to the address indicated in § 3, with a description of the non-compliance, the order number and supporting material (e.g. report/video from opening – see § 12). FAQ

The Shop will respond to the complaint without undue delay, no later than within 14 business days.

If the complaint is accepted, the Shop will – depending on the nature of the defect – send the missing/compliant Product or agree on another solution.

§ 15. Return of Parcels and Refusal of Delivery

Return to Japan (non-delivery/non-collection): the Shop may resend the goods after payment of the reshipping cost; a 10% fee on the shipping value is added to cover labour and re-use of packaging materials. Alternatively, the Shop will refund only the value of the products, reduced by 20% (order preparation costs). Shipping costs are non-refundable. FAQ

Refusal to accept the parcel: after the parcel is returned, the Shop will refund only the value of the products, reduced by 20%; shipping costs are not refunded. FAQ

§ 16. Products and Safety

Certain categories of goods cannot be shipped (e.g. aerosols, 100% pure oils, liquids >24% alcohol, liquid perfumes, hair tonics, supplements, nail polishes, devices with batteries, seeds, fresh food). FAQ

Cosmetics – terms: in Japan, a 3-year quality guarantee is applied to cosmetics (usually without an expiry date on the packaging); after opening, it is recommended to use them within approx. 6 months.

Some products may extend the order processing time; if the manufacturer confirms unavailability, the order will be cancelled and the funds refunded. FAQ

§ 17. Data Protection

The Seller (details in § 1) is the controller of personal data.

Data are processed for the purpose of order fulfilment, complaint handling, account management, possible marketing activities (with consent) and compliance with legal obligations.

Data may be transferred to payment operators and carriers – solely to the extent necessary to fulfil the order.

By using the Shop, the Client accepts the use of cookies.

Details can be found in the Privacy Policy.

§ 18. Intellectual Property and Content

The content of the Shop (including photos, descriptions) and promotional content (SNS) is protected by law; its use requires the Seller’s consent.

Reviews/comments may not violate the law or the rights of third parties; the Shop may remove content that is unlawful or contrary to the Terms and Conditions.

§ 19. Governing Law and Disputes

Contracts concluded via the Shop are governed by Japanese law; the competent common courts of Japan having jurisdiction over the Seller’s registered office shall have jurisdiction.

§ 20. WABI-SABI STORE Loyalty Program

WABI-SABI STORE offers its Clients the option to participate in a Loyalty Program designed to reward activity and purchases made in the online shop. The Client can join the program by clicking the round button with a trophy icon in the bottom left corner of the shop’s website.

Participation in the program is voluntary and free of charge. Points are awarded automatically after performing specified actions in the shop or on linked social media platforms.

How Points Are Awarded

Creating an account in the shop – 50 points
Sharing the shop or a product on social media (e.g. platform X, formerly Twitter) – 5 points
Following the official WABI-SABI STORE profile on Instagram – 10 points
Sharing shop content on Facebook – 20 points
Social share (other platform) – 5 points
Posting a product review after purchase – 5 points
Purchases in the shop – for each purchase: approx. 1 point for the equivalent of 2.42 PLN (excluding shipping costs and customs charges).
*Currency conversion is performed automatically according to the current exchange rate used in the shop’s payment system.

Product Reviews and Opinions

The Client has the right to post an opinion about a purchased product.

Points for a review (5 points) are awarded only if the review is accepted by WABI-SABI STORE.

The Shop reserves the right to refuse publication of a review if:

the content is offensive, vulgar, discriminatory or violates the values of the WABI-SABI STORE brand,
the opinion contains advertising content, external links or does not relate to the product,
it violates the law, copyright or good practices.

The decision to publish a review and award points is final and not subject to complaint.

Redeeming Points

Collected points can be exchanged for discounts or free products available in the program’s rewards catalogue.

The current rewards catalogue, redemption method and minimum point threshold are published on the loyalty program page.

Points have no cash value and cannot be exchanged for money.

Additional Program Rules

Points cannot be combined between different Client accounts and cannot be transferred to other persons.
WABI-SABI STORE reserves the right to:
- change the rules of the program, including point values, rewards catalogue and redemption conditions,
- temporarily suspend or terminate the program for valid reasons (e.g. technical changes, interruptions in the operation of the shop).

Participants will be informed of any changes to the program rules on the shop’s website at least 7 days in advance.

Disclaimer of Liability

WABI-SABI STORE is not liable for the loss of points resulting from technical errors, account deletion by the user or actions in breach of the program rules.

§ 21. Amendments to the Terms and Conditions

The Seller may amend the Terms and Conditions for important reasons (changes in law, payment methods, delivery methods).

We will notify of any changes at least 3 days in advance by publishing them on the website; Orders placed before the change will be governed by the previous version of the Terms and Conditions.

§ 22. Final Provisions

Contracts with the Shop are concluded in Polish or English (depending on the language version of the website).

Contact regarding the Terms and Conditions: wabisabi-support@zjapan.co.jp