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 your shipping process?
For complete details on shipping methods, times, and charges, please visit our shipping information page.
How much does shipping cost?
Shipping charges depend on the method you choose and your order’s total value. Just add items to your cart to preview all available shipping options and prices before checkout.
How quickly will you ship my order?
Typically in 1–2 business days. We ship every day, except on weekends and designated holidays.
How do I know you have shipped my order?
We send a shipping notification email with tracking details as soon as your order leaves our facility.
What payment methods can I use?
- Major credit and debit cards
- PayPal
- Apple Pay
- Venmo (where available)
- WAWAZA Gift Certificates
What about taxes and customs fees?
We do not charge you for any taxes, duties, VAT, brokerage, or customs fees. However, these charges may be required by your country. We do not have customs information for other countries, and it is your responsibility to ensure that your order can be lawfully imported into your country and to pay for any applicable charges. For more details, please visit our Shipping page.
※ Notice For U.S. Customers
August 27, 2025 - Due to ongoing uncertainty surrounding the new regulations, major postal carriers worldwide, including Japan Post, have suspended shipments to the United States. As a result, we regret that we are temporarily unable to ship orders to U.S. destinations. More info here.
Payment Information
What is your base currency?
All prices are in US 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.
Do you store my payment information?
No. We do not store your payment information. All transactions are securely encrypted and processed through trusted payment gateways.
Returns and Cancellations
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 your order is not as described, you can return it within 30 days from the shipment date for a refund. 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 never test on animals, nor do we pay others to do so on our behalf.