WABI-SABI STORE Online Shop Terms & Conditions

§ 1. General Provisions

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

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

The Terms are addressed to consumers and business customers placing orders in the Store.

Acceptance of the Terms is required to place an order.

§ 2. Definitions

Customer: any entity placing an order in the Store.
Consumer: a natural person making a purchase not directly related to their business or professional activity.
Seller: the entity indicated in § 1(1).
Store: the sales website available at https://wabisabi-store.jp/.
Product: a tangible item available in the Store (including made-to-order items) that is the subject of a sales contract.
Order: a Customer’s declaration of intent aimed at concluding a sales contract.
Account: the Customer’s panel in the Store.
Cart: a Store feature used to select Products and set order terms.

§ 3. Contact

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

§ 4. Technical Requirements

To use the Store you need: a device with Internet access, a current web browser, an active e-mail address, cookies enabled, and VPN disabled.

The Store is hosted on the Shopify platform.

§ 5. General Information & Prices

Browsing the offer does not require an Account. Orders can be placed with an Account or as a “guest”.

Prices displayed in the Store are gross prices in the currency shown on the Product page. Import taxes/duties in the destination country are not included (see § 13). FAQ

The final amount includes the Product price and the delivery cost shown at checkout.

For “made-to-order” products, once an Order is placed it cannot be canceled (see § 12). FAQ

§ 6. Account Registration

Creating an Account is done via the registration form and is free of charge.

The Customer may delete the Account at any time by contacting us by e-mail and providing identifying account data.

§ 7. Free Skin Care Plan

WABI-SABI STORE offers a free consultation and personalized skin care plan via the form available here: SKIN CARE PLAN

The service is completely free and does not oblige the Customer to purchase any products.

To use the service, the Customer fills in a form with data regarding skin type, concerns, preferences, and expectations.

Typical lead time is 7–21 business days, but may be longer during peak periods or high demand.

The Store reserves the right to refuse or reschedule preparation of the plan if the data provided is incomplete, unclear, or contradictory.

The plan is for informational and recommendation purposes only — it is not a medical diagnosis and does not replace consultation with a dermatologist or medical professional.

The Store does not prepare plans for pregnant persons or those with medical conditions.

§ 8. Placing Orders

Placing an Order

The Customer adds Products to the Cart, provides delivery details, selects the delivery method and payment method, and then confirms the Order.

Accuracy of Delivery Information

The Customer is required to provide complete and accurate delivery information, including:

full name matching the Customer’s identification document,
home address matching the postal registry.

We do not ship to parcel lockers, commercial pickup points, or courier collection locations (e.g., DHL, DPD, InPost, UPS, FedEx, etc.).

Method of Shipment and Courier Responsibility

All shipments are sent exclusively via Japan Post.
Upon arrival in the destination country, the parcel is transferred to the official national postal operator (e.g., Poczta Polska, Royal Mail, Deutsche Post, etc.), where it undergoes domestic distribution, customs handling, sorting, and delivery.

WABI-SABI STORE has no control over delivery processes, transit times, local policies, status updates, or postal procedures.
Responsibility for processing and delivering the parcel lies solely with the postal operator of the recipient’s country.

Delivery and Parcel Collection

Please note that postal operators do not always leave a physical delivery notice. This varies depending on the country and postal protocol — therefore we strongly advise tracking the shipment regularly using the tracking code provided in the shipping confirmation email.
The status “RETENTION” indicates that the parcel is already held at the local post office and must be collected in person.

Customer’s Responsibility to Track the Parcel

The Customer is responsible for regularly checking the status of the shipment on the website of the local postal operator.
For Poland, we recommend monitoring parcels at:
https://emonitoring.poczta-polska.pl
Failure to collect the parcel within the designated period may result in its return to Japan by the postal operator.

Limitation of Liability

WABI-SABI STORE is not liable for non-delivery, delays, or refusal of release of the parcel resulting from:

actions or negligence of the postal operator,
local sorting and distribution procedures,
customs procedures in the destination country,
lack of physical delivery notice (awizo),
incomplete or incorrect address data provided by the Customer,
failure of the Customer to collect the parcel on time.

Order Limitation / Cancellation

The Store may limit or cancel the 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

Cash on delivery is not available — all Orders are prepaid via the available online methods.

A payment attempt without receiving an order confirmation e-mail usually indicates an authorization hold — funds are automatically released if the payment gateway/bank rejects the order. The confirmation of payment acceptance is the Shopify order e-mail with an order number. FAQ

§ 10. Contract Formation & Fulfilment

The sales contract is concluded when we send the Customer the e-mail “we confirm acceptance of the order”.

Preparation for shipment usually takes 3–5 business days from payment posting (may be longer during sales peaks/holidays and for made-to-order products). FAQ§ 11. Delivery, Costs & Restrictions

Delivery is from Japan to most countries, via the method selected at checkout; the cost is calculated automatically by total shipping weight (net product weight + protective packaging + outer box and shipping materials).

Note: the capacity stated by the manufacturer (e.g., shampoo 500 ml) is the liquid volume and not the product’s weight. Shipping cost is based on the actual shipping mass: contents + product packaging + extra protection + shipping box.

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 due to food restrictions in Poland and other countries: e.g., products containing beef-derived ingredients. FAQ

Country-specific restrictions

Sweden & Norway: products containing alcohol
Austria: food

Shipping Method & Postal Handling Responsibility

All shipments are sent exclusively via Japan Post.
Once the parcel arrives in the destination country, it is transferred to the official national postal operator (e.g., Poczta Polska, Royal Mail, Deutsche Post, etc.), where it proceeds through that country’s internal postal processing — sorting, routing, customs review, storage, and final delivery.

WABI-SABI STORE has no control over:

internal postal handling procedures,
delivery timelines,
tracking update frequency,
delivery policy of the local postal operator,
customs processing and clearance.

Responsibility for delivery lies solely with the destination country’s postal authority.

AIR MAIL

Typical delivery time: ~2 weeks (delays possible). SHIPPING FEE LIST
Parcel split: if over 2 kg, the order is split into two parcels. SHIPPING FEE LIST
Orders over 4 kg are automatically switched to EMS.
Customs clearance: both AIR MAIL and EMS are subject to destination country customs; duties and taxes are paid by the Customer (see § 13).

EMS (Express Mail Service)

Service type: priority airmail by Japan Post with full door-to-door tracking.
Delivery time: typically 3–7 business days to main destinations (may be longer depending on country, season, or customs clearance).
Availability & cost: depends on destination; EMS has a higher rate than AIR MAIL — the cost is calculated automatically at checkout. SHIPPING FEE LIST
Customs clearance: both AIR MAIL and EMS are subject to destination country customs; duties and taxes are paid by the Customer (see § 13).

Delivery and Parcel Collection

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

Customer’s Responsibility to Track the Parcel

The Customer is responsible for regularly checking the status of the shipment on the website of the local postal operator.
For Poland, monitoring site:
https://emonitoring.poczta-polska.pl

Failure to collect the parcel within the designated period may result in its return to Japan by the postal operator.

Temporarily unavailable destinations include (among others): Russia, Ukraine, Cuba, North Korea, Syria, Iran, Venezuela, Somalia, Yemen, Lebanon, Sudan, United States, Canada, Spain (list subject to change). FAQ

We do not mark shipments as “GIFT”. FAQ

The up-to-date shipping fee list (by parcel weight and destination) is available here: SHIPPING FEE LIST

§ 12. Right of Withdrawal (Consumer Returns)

Due to the international nature of sales and our policy, returns are not possible (no right of withdrawal), except for the Store’s error (e.g., picking error). In case of our error, we will resend the correct products free of charge after receiving evidence of the Store’s mistake. FAQ

For products damaged in transit, a damage report from the moment of opening (or a full continuous video showing intact sealing tape and the opening) is required — this is the only basis to verify the damage and arrange a replacement shipment. FAQ

Made-to-order products: once ordered, they cannot be canceled (the item is ordered from the supplier immediately). FAQ

§ 13. Customs, Import Taxes & VAT

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

EU — VAT as of 1 July 2021: under the EU e-commerce VAT package, purchased goods are subject to VAT in the buyer’s country; the tax obligation lies with the purchaser (unless the Store implements a different settlement system — any changes will be announced on the site). FAQ

Refusal to pay customs/tax charges may result in return or destruction of the parcel under local regulations; the Customer may bear the cost of return.

§ 14. Complaints & Warranty

The Store supplies goods free from defects.

Complaints should be submitted by e-mail (see § 3) with a description of the non-conformity, order number, and evidence (e.g., opening report/video — see § 12). FAQ

We will respond without undue delay, no later than within 14 business days.

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

§ 15. Returned Parcels & Refusal of Delivery

Return to Japan (undelivered/not collected): the Store can resend the goods after the re-shipping fee is paid; an additional 10% surcharge on the shipping value is applied to cover labor and re-use of packing materials. Alternatively, the Store may refund the value of the products only, reduced by 20% (order preparation costs). Shipping costs are non-refundable. FAQ

Refusal to accept delivery: after the parcel returns, the Store will refund the value of the products only, reduced by 20%; shipping is non-refundable. FAQ

§ 16. Products & Safety

Some product categories 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 — shelf-life: in Japan, cosmetics commonly follow a 3-year quality guarantee (often without an expiry date printed on the package); after opening, we recommend use within approx. 6 months.

Some products may extend the fulfilment time; if the manufacturer confirms unavailability, the Order will be canceled and the funds refunded. FAQ

§ 17. Data Protection

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

Data is processed to fulfil orders, handle complaints, operate Accounts, perform any marketing activities (with consent), and meet legal obligations.

Data may be shared with payment operators and carriers — strictly to the extent necessary to fulfil the order.

By using the Store, the Customer accepts the use of cookies.

Details are set out in the Privacy Policy.

§ 18. Intellectual Property & Content

Store content (including photos, descriptions) and promotional content (SNS) are protected by law; use requires the Seller’s consent.

Reviews/comments must not violate the law or third-party rights; the Store may remove content that breaches the law or these Terms.

§ 19. Governing Law & Disputes

Contracts concluded via the Store are governed by Japanese law; the competent courts are those of the Seller’s registered seat in Japan.

§ 20. WABI-SABI STORE Loyalty Program

WABI-SABI STORE offers a Loyalty Program to reward activity and purchases made in the online shop. Customers can join by clicking the round button with a trophy icon in the lower-left corner of the website.

Participation is voluntary and free. Points are awarded automatically for certain actions in the shop or on linked social platforms.

How points are earned

Creating a shop account — 50 pts
Sharing the shop or a product on social media (e.g., X/Twitter) — 5 pts
Following the official WABI-SABI STORE account on Instagram — 10 pts
Sharing shop content on Facebook — 20 pts
Social share (another platform) — 5 pts
Posting a product review after purchase — 5 pts
Purchases — approx. 1 pt per the equivalent of PLN 2.42* (excluding shipping and customs-related costs).
*Currency conversion is handled automatically by the payment system at its current rate.

Product reviews

Customers may post a review of a purchased product.

Review points (5 pts) are awarded only if the review is approved by WABI-SABI STORE.

The Store may refuse to publish a review if:

the content is offensive, vulgar, discriminatory, or contrary to WABI-SABI STORE brand values,
the opinion contains advertising, external links, or is not related to the product,
it violates the law, copyrights, or good customs.

Decisions on publishing reviews and awarding points are final and not subject to complaint.

Redeeming points

Points can be redeemed for discounts or free products available in the program’s reward catalogue.

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

Points have no cash value and are not exchangeable for money.

Additional rules

Points cannot be combined across different Customer accounts or transferred to other persons.
WABI-SABI STORE reserves the right to:
- change the program rules, including point values, reward catalogue, and redemption terms,
- temporarily suspend or end the program for valid reasons (e.g., technical changes, store downtime).

Participants will be notified on the store website at least 7 days in advance of any rule changes.

Liability disclaimer

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

§ 21. Amendments to the Terms

The Seller may amend these Terms for valid reasons (changes in law, payment or delivery methods).

We will announce changes at least 3 days in advance on the website; Orders placed before the change remain governed by the previous version.

§ 22. Final Provisions

Contracts with the Store are concluded in Polish or English (depending on the site version).

Contact for matters related to the Terms: wabisabi-support@zjapan.co.jp