Helpful Pages
FAQ Topics
Ordering · Shipping · Customs & Duties · Payment · Returns · Products
Welcome to Our FAQ Page!
We understand that you might have specific questions while exploring our products and services. We’ve compiled a list of common questions and their answers below to assist you. We aim to provide clarity and make your experience as seamless as possible.
If you don’t find the answers you’re looking for, please get in touch with us. Our customer service team is always ready to assist you with your queries or concerns.
Ordering Process
How do I place an order?
Directly on our website. If you have limited Internet access, such as when you travel, you can also place your order by sending us a quick email.
How do I know my order has been placed?
We send you a confirmation email immediately after you place your order.
Do I need to create an account to shop?
No. You can shop as a guest. By creating an account, you will be able to:
- Check out faster
- Save multiple shipping addresses
- Access your order history
- Track new orders
- Save items to your Wish List
Shipping Information
Where can I learn more about shipping, delivery times, and tracking?
For complete details, please visit our shipping information page, Estimated Delivery Guide, and shipment tracking guide.
How much does shipping cost?
Shipping charges depend on the shipping method and your order total. To check the cost before checkout, add products to your cart, click the cart icon, select Add Destination, and enter your country and postal code.
How quickly will you ship my order?
Typically within 1–2 business days. We ship Monday through Friday, excluding our shipping holidays.
How do I know you have shipped my order?
We send a shipping confirmation email with tracking details as soon as your order leaves our facility.
Will I have to pay import charges on delivery?
International shipments may be subject to import charges and related fees, depending on the destination country.
If a shipping method shown in your cart or at checkout states “Import Fees & Duties Included,” we pay the applicable import duties and fees. For other shipping methods, import duties, taxes, or related processing fees may apply and must be paid by the recipient. Learn more.
Payment Information
What payment methods can I use?
- All major credit and debit cards
- Apple Pay
- Google Pay
- WAWAZA Gift Certificates
What is your base currency?
All prices are in U.S. dollars. We display equivalent values in other currencies based on current exchange rates. If you pay in another currency, your bank handles the conversion into USD.
Returns, Cancellations & Refunds
Can I change or cancel my order?
Yes, anytime before your order is shipped. Please send us an email. Once shipped, orders cannot be changed or cancelled.
What is your return policy?
If you receive an incorrect or defective item, please contact us within 30 days of shipment so we can assist you with the return. See our returns instructions.
Product Information
What is the shelf life of your products?
Below are general shelf life guidelines for our most popular products:
- Oils (Aya Camellia Oil, Bijin Rice Bran Oil): One year unopened. Best used within six months after opening.
- Powders (Shiro Nuka, Kirei, Funori, Akoya, and facial masks): Two years unopened. Best used within six months after opening.
- Soaps (all types): Two years unopened. Best used within two months after opening.
Storage: Store in a cool, dry place away from direct sunlight. Avoid temperatures above 45°C (113°F). Refrigeration is not necessary.
Are your products cruelty-free?
Yes. We are proud to have been recognized by PETA as a cruelty-free company since 2010 and to support its mission to establish and protect the rights of all animals.