Frequently Asked Questions

Find answers to common questions about our authentic Japanese beauty products, shipping from Tokyo, and our services.

About Our Products

Are all your products authentic?

Yes, 100%! Every product we sell is authentic, sourced directly from authorized suppliers in Japan, and made in Japan. We guarantee authenticity or your money back. All products have been tested in our professional esthetic salon in Tokyo for over 15 years.

Where are your products made?

All our products are made in Japan. We exclusively carry products manufactured in Japan to ensure the highest quality standards and authenticity.

Where do you source your products?

We source all products directly from authorized distributors and retailers in Japan. Our business operates from Shinjuku, Tokyo, near the prestigious Mitsukoshi Isetan and Takashimaya department stores.

How do I know the products are fresh?

We maintain proper storage conditions in Tokyo and have high product turnover. All products are checked for expiration dates before shipping. We never sell expired or near-expiry products.

Do you sell products from all the brands listed on your Brands page?

We carry a curated selection from the 75+ brands listed. Our inventory is constantly updated with the best products from these authentic Japanese beauty brands.

Ordering & Payment

What payment methods do you accept?

We accept major credit cards and other secure payment methods displayed at checkout. All payments are processed securely through trusted payment providers.

Is it safe to shop on your website?

Yes! We use secure SSL encryption to protect your personal and payment information. Your data security is our priority.

Can I modify or cancel my order?

Please contact us immediately if you need to modify or cancel your order. Once an order is processed and shipped from Tokyo, we cannot make changes, but we're happy to help with returns when possible.

Will I receive an order confirmation?

Yes! You'll receive an email confirmation when you place your order and another email with tracking information when it ships from Tokyo.

Shipping & Delivery

Where do you ship from?

All orders are shipped directly from our location in Shinjuku, Tokyo, Japan. This ensures you receive authentic Japanese products straight from the source.

Do you ship internationally?

Yes! We ship worldwide. Shipping times vary by destination, typically 5-21 business days depending on your location.

Which countries do you ship to?

We're delighted to serve customers across Asia-Pacific, Europe, North America, and select other regions. Currently, we ship to 57 countries including:

• Asia-Pacific: China, Hong Kong, Indonesia, Singapore, South Korea, Taiwan, and more
• Europe & UK: All EU countries, United Kingdom, Norway, Switzerland, and others
• North America & Beyond: United States, Canada, Mexico, United Arab Emirates, and select countries in South America and the Middle East

If your country isn't listed, that means we are unable to ship to your country.

How much does shipping cost?

Shipping costs are calculated at checkout based on your destination and order weight. We strive to offer competitive international shipping rates.

How long will delivery take?

Delivery times vary by region:
- Asia: 5-10 business days
- North America: 7-14 business days
- Europe: 10-18 business days
- Oceania: 7-14 business days
- Other regions: 10-21 business days

These are estimates and may vary due to customs clearance or local postal services.

Can I track my order?

Yes! Once your order ships, you'll receive a tracking number via email. You can track your package's journey from Tokyo to your doorstep.

What about customs and import duties?

International orders may be subject to customs duties, taxes, or fees imposed by your country. These charges are the customer's responsibility and are not included in our prices.

Returns & Refunds

What is your return policy?

We accept returns within 30 days of delivery for unopened products in original packaging. Please see our Returns & Refunds page for complete details.

Can I return opened products?

Due to health and safety regulations, we cannot accept returns for opened or used cosmetic products unless they are defective.

What if my product arrives damaged?

Please contact us immediately with photos of the damage. We'll arrange a replacement or full refund, including shipping costs. You typically won't need to return damaged items.

How long do refunds take?

Once we receive and approve your return, refunds are processed within 5-7 business days to your original payment method. Please allow 5-10 business days for the refund to appear in your account.

Product Selection & Recommendations

I'm new to J-Beauty. Where should I start?

We recommend starting with the basics: a gentle cleanser, hydrating toner, and sunscreen. Check out our Japanese Beauty Guide for detailed routine recommendations, or contact us for personalized advice based on your skin type.

Can you help me choose products for my skin type?

Absolutely! Our team has over 15 years of professional esthetic experience. Contact us with information about your skin type, concerns, and goals, and we'll provide personalized product recommendations.

What's the difference between J-Beauty and K-Beauty?

J-Beauty focuses on gentle, preventive care with minimalist routines and quality ingredients. K-Beauty tends to be more trend-driven with fun packaging and multi-step routines. See our Japanese Beauty Guide for a detailed comparison.

Are Japanese beauty products suitable for sensitive skin?

Yes! Japanese beauty products are generally known for gentle formulations suitable for sensitive skin. However, always check ingredient lists and perform patch tests before first use.

About Our Salon

Do you have a physical salon?

Yes! We operate an exclusive members-only VIP esthetic salon in Shinjuku, Tokyo, where we've served 3,500+ clients for over 15 years. However, we've reached membership capacity and cannot accept new members at this time.

Can I visit your salon if I'm in Tokyo?

Unfortunately, our salon is members-only and currently at full capacity. However, you can shop our online store to access the same premium products we use in our salon treatments.

Are the online products the same as used in your salon?

Yes! Every product we sell online has been tested and used in our professional esthetic salon. We only offer products we trust and have seen deliver real results.

Ingredients & Safety

Are your products cruelty-free?

Many Japanese beauty brands do not test on animals. However, policies vary by brand. Please check individual product descriptions or contact us for specific brand information.

Do you carry organic or natural products?

Yes! We carry several brands that focus on organic and natural ingredients, including do organic, ETVOS, Waphyto, and others. Browse our collections or contact us for recommendations.

I have allergies. How can I check ingredients?

We recommend checking product ingredient lists carefully. If you need specific ingredient information, please contact us and we'll provide detailed ingredient lists for any product.

Are the products safe during pregnancy?

While many products are safe, we recommend consulting with your doctor before using any new skincare or cosmetic products during pregnancy or while breastfeeding.

Contact & Support

How can I contact you?

You can reach us via email at [your email]. Our Tokyo-based team typically responds within 24-48 hours during business days.

What are your business hours?

Monday-Friday: 10:00 AM - 6:00 PM JST
Saturday: 10:00 AM - 4:00 PM JST
Sunday & Japanese National Holidays: Closed

Do you offer customer support in English?

Yes! Our team provides customer support in English for our international customers.

Still Have Questions?

If you didn't find the answer you're looking for, please don't hesitate to contact us. Our experienced team in Tokyo is here to help you discover the perfect authentic Japanese beauty products for your needs!