FAQ

Regarding Orders

Is combined shipping possible?

During shared operating hours, combined shipping is possible. However, combined shipping is not possible in the following cases:

*In cases where points accumulated from the first item purchased are used during the purchase of the second item.
*When the two items that you wish to have bundled straddle the International Date Line.
*When the recipient name or shipping information is different for each item.

I don’t know how to place an order

Please place the desired item in your shopping cart, register as a user, and then place the order. After user registration please select a payment method and shipping method.

Is it possible to cancel an order?

In general it is not possible to cancel orders, but there are some cases in which it might be possible if the order has not shipped yet.
Please contact customer service for details. Also, it is not possible to cancel an order after it has shipped, but it is possible to return it, so please contact the customer service center in such cases.

Is it possible to return or exchange an item?

Due to our sales policy, we can’t accept returns or exchange requests. Before purchasing, please note that all sales are final. If items are defective or damaged upon arrival, please contact us immediately.

Regarding delivery

Do you ship worldwide?

Yes, we ship worldwide directly from Japan. Please note that there are some locations to which packages cannot be shipped.

What are the shipping options?

Packages will be shipped by EMS (Express Mail Service). Availability of the shipping options depends on the size and shape of your order.

EMS Express shipping

EMS (Express Mail Service) is the fastest and most reliable form of international shipping. EMS packages usually arrive at their destination 3 days to 2 weeks after shipment. Please check if your country accepts EMS packages.
Tracking information for packages shipped via EMS will automatically be sent to you when your order is shipped.

Is it possible to select a delivery company?

No. The shipping company and shipping method used will be determined based upon the geographical location of the recipient.
Please understand that it will not be possible to select a specific shipping company.

When will my shipment arrive?

Orders will normally arrive between 3 days to 2 weeks after shipment.
The above arrival times are merely estimates. Actual delivery time will vary depending upon location and transport conditions.

Will I have to pay a tariff when I receive the goods?

A tariff may be applied depending upon the destination country. For details, please search here.

My address has changed… can you reroute it?

Unfortunately, we won’t be able to assist you in rerouting your package once it’s shipped from Japan. Please contact your local post office and request your package to be rerouted.

Can I get refund for shipping because my parcel did not arrive within the estimated time?

Under no circumstance a paid shipping fee will not be refunded. Neither Japan Post nor Tohomart Co.,Ltd. can guarantee that international parcels will arrive in the destination country within the estimated time.

The estimated delivery time means the fastest possible delivery time indicated by Japan Post in the case of no delay by the customs or local post office in the destination country. Please note that the delivery time depends largely on the speed of processing by the customs in your country and the speed of delivery by your local post office.

Neither Japan Post nor Tohomart Co.,Ltd. can negotiate with the customs or local post office in your country to speed up the process.

In the increasingly tightened security measures against terrorism placed by a number of countries, in particular those in Europe, there is an increasing chance for a delay in international postal delivery. Neither Japan Post nor Tohomart Co.,Ltd. thus will be able to refund shipping fees.

My parcel has been returned to Japan. What can I do?

If a parcel is returned to our office in Japan for a reason arising from a customer (for example, an insufficient address), the customer needs to pay for a full shipping fee. The customer will be contacted by our Japan office and the amount can be paid via Credit Card or PayPal.

Is it possible for you to declare my order as a gift? Or lower the value?

We do not mark merchandise value below its actual value or mark it as "gift". It is strictly prohibited by law.

Is it possible to change my shipping address?

If order has not been shipped yet and to change your shipping address, please log into “My Account” and change your address there as soon as possible. If your order has already been dispatched, we won’t be able to reroute your package – please contact your local post office and request them to reroute your package to your new address.

Regarding payment

Can I pay using a credit card?

Yes, this is possible. Major cards like Visa and MasterCard are accepted.

Can I use Chinese payment systems?

Yes, this is possible. You may use UnionPay and AliPay.

Can I pay using an international bank remittance?

No.

Is it possible to pay by installments?

Installment option is not available and the payment has to be paid in full at that time of placing an order.

Am I supposed to pay additional fee in my country?

This all depends on your country’s customs laws. In some countries, you might have to pay a tax before getting your package. Customs taxes and any additional fees are not included in the total of your order. Before placing an order, Please check with your country's customs office to determine what additional costs will be prior to buying. It is your responsibility to confirm whether or not duties and taxes may be levied.

Regarding “My Account”

What is “My Account?”

This allows you to view your order history and edit your delivery or password information.

After placing an order I noticed that my delivery address information was out-of-date. Can I change it using My Page?

No. Changing your delivery address after placing an order will have no effect on the order. If the delivery address or mail address changes after an order has been placed, please contact our customer service center as rapidly as possible.

I forgot my password and I’m unable to log in.

We are unable to view a customer’s password or personal information, so please reset your password.

I requested a password reset but the email didn’t arrive.

Normally, you will receive an email notification 1-5 minutes after your password reset request, to the email address that you registered with. If you don’t receive an email within 10 minutes then you may be unable to receive mail from us due to your spam settings. It may be necessary for you to set your email settings to allow mail from our domain to be delivered to you. Please refer to the “Domain Settings” section to allow mail from our domain, and then request the password reset mail again.

Can I change my email address?

Please change your registration information using My Page. If you change your email before placing an order then the new email address will be reflected in your next order. If you change your email address after placing an order then please contact the customer service center as rapidly as possible.

How can I confirm my accumulated points?

Your “My Account” contains a point history page on which you can confirm your currently accumulated points. However, points can only be used when the settlement is made in Japanese yen.

Regarding “Refund”

The product received is damaged

Please contact us within 7 days of your package arrival. To process your claim, we will ask you to provide photos or a video of the damaged product. Assistance with your claim won’t be available if:

1.Seven days after your package is officially declared “delivered in the online tracking information.
2.There is no provision of images of the damaged product upon request.
3.The product is not deemed to be damaged or defective after assessing the images provided by you.

My parcel was not be released from Customs Office. What can I do?

Our refund policy stipulates that a refund will be considered only when a product is damaged or defect upon arrival. It is the customer’s responsibility to check taxes and make sure that a particular product can be imported. Thus, in a case of a parcel being seized, or rejected entry and returned to Japan, by your country Customs Office, we are unable to provide a refund.

Can I keep the product when I get a refund?

No, a customer cannot keep a product when asking for a refund. If it is confirmed by our refund management office that the product is indeed damaged, a customer will be asked to return the product to our office in Japan first and we will either refund or resend a new product.

I have tried the product I purchased and don’t like it. Can I get a refund?

A refund will not be made in the case of a personal preference (e.g. “Does not fit my skin”, “I don’t like the taste”, “I don’t like the look of this product”). Our refund policy stipulates that a refund will be made only when a product is damaged or defect upon arrival. The customer needs to (1) notify us within 7 days of the package arrival and (2) provide pictures or a video of the damaged product.