Q: Where do you sell your products?
A: Our products are available for purchase on our webstore. Simply visit our website, browse through our selection, and add the desired items to your cart. You can then proceed to the checkout process to complete your purchase. In selected markets we have occasional pop-up events with the local representatives. For these events, follow our social media channels.
For different markets we have separate local contact points and distribution or reseller agreements, please contact us and we'll get you in touch with the right market contact.
Q: What payment methods do you accept?
A: We accept various payment methods, including credit cards, debit cards, and PayPal. During the checkout process, you'll have the option to select your preferred payment method for a secure and convenient transaction.
Q: Where do you deliver your products?
A: We offer worldwide shipping, so you can enjoy our products regardless of your location. We strive to make our products accessible to customers worldwide and deliver them right to your doorstep if you choose that. All consumer orders are handled and delivered from our premises within 1-3 business days. Our products have been successfully delivered to over 40 countries so far.
Q: How quickly do I get the products?
A: Delivery times may vary depending on your location and the shipping option selected during checkout. Once your order is placed, we will provide an estimated delivery timeframe. All consumer orders are handled and delivered from our premises within 1-3 business days. You have an option to choose for a express delivery with tracking code, or standard delivery without tracking code. Please note that unforeseen circumstances such as customs clearance or local postal service delays can impact delivery times. Please see further details from our shipping policy.
Q: Do you offer free shipping?
A: We offer free standard shipping for orders over 100 € in Europe and over 150 € in rest of the world. For orders below those limits, you can choose during checkout between express and standard deliveries.
We occasionally offer free shipping promotions. To stay updated on our latest offers, we recommend following us on social media. Shipping costs and promotions may vary depending on your location and the current campaign.
Q: My payment doesn't go through, what should I do?
A: We apologize for any inconvenience you are facing while attempting to pay by credit card or online. To assist you further, please reach out to our customer support team. They will be able to guide you through the payment process, troubleshoot any issues, or provide alternative payment options if available. We are here to help you.
Q: I can't pay the order, since during the checkout I only see Japanese characters - what should I do?
A: Reach out to our customer support team if you run into any challenges while using our webstore. Our team will be able to troubleshoot, guide you through any issues, and provide alternative solutions if available.
Q: Can I return my purchase?
A: We understand that sometimes preferences or circumstances change. If you are not satisfied with your purchase, please contact our customer support within 14 days of your purchase. Our team will provide you with instructions on how to proceed with a return or exchange, depending on the specific situation. Kindly note that certain conditions may apply, such as the product being unopened, unused, and undamaged in its original packaging. For detailed information about our return policy, please refer to our website or contact our customer support team. The return costs will be solely the customer’s responsibility. We will refund your payment after receiving the purchase from you. Please see further details on our return policy.
We hope this Q&A series has addressed your inquiries and provided helpful information about our 100% natural products and secure shopping experiences at our webstore. If you have any further questions or need assistance, don't hesitate to reach out. We are here to ensure you have a positive experience with our products and services. We wish you happy and safe shopping with us.