COSMEBOX Shop Information Shopping Guide FAQ

?  F A Q     Frequently Asked Questions
Please check invariably the page of below about overseas shipping of our shop.
【Shop Information】


Any queries relating to your order

When is the shop open?
I don't know how to shopping.
There is no order button in the item I want to buy.
I mistook the information input of address, telephone number, email.
I have the wrong settlement method or want to change
Can I add an order item/cancellation/ change?

Questions about payment

What is payment methods?
Confirmation of payment of PayPal When is?
Can I change the number of points that was available?
Contact of "settlement error" has come, but what should I do?
Error code was displayed when I tried to settlement of PayPal. Could you send the URL again?
When does charges on my credit card to bill?
Is there a fee to pay postage excepting?

Questions about shipment

Postage how much does it cost?
Can you described as gifts to the invoice?
Can you specify the time and date of delivery?
How long does it take to receive after my order?
Can you be shipping by surface mail or SAL service?

Other questions

I want to order in large quantities... (Can you discount if I buy in large quantities?)



When is the shop open?
Our office hours. SATURDAY-SUNDAY CLOSED. MONDAY-FRIDAY 10AM-5PM (Japan time)
About the acceptance of the order: Order before noon on weekdays is usually the reception desk. (except when order is congested)

I don't know how to shopping.
Details of how to shop, please visit the Shopping Guide of Rakuten Global Market.
Shopping Guide
We can also be reached by e-mail that your questions. Please feel free to contact us.

There is no order button in the item I want to buy.
It is a commodity that it have paused accept orders or for out of stock. (Stop selling associated with missing goods manufacturers, out of print)
Because there are times when re-stock is available, please feel free to contact us.

I mistook the information input of address, telephone number, email.
If you find a mistake in your address or telephone number:
It is possible to correct it if it is before shipping front. Please contact us for corrections as soon as possible by e-mail. Correction of your address, etc. after the completion of dispatch, there is a case to can not.
If you do find a mistake in the e-mail address:
If you inputted the wrong address, contact with our shop will be extremely difficult.
If an automatic email delivery from Rakuten market does not reach immediately after your order, there is a possibility of mistyped to email. After confirming your email address, please contact us a valid email address.

I have the wrong settlement method or want to change
It is about changing the settlement method, but does not allow you to change the information in the credit card that has been confirmed once. There is a need to re-order if you want to change.

○ credit card → PayPal
× Paypal → credit card


* We do not do that ask for your credit card information from our shop, or act for input your credit information in our shop.

Can I add an order item/cancellation/ change?
It is possible to add, change, cancellation, but only before shipping all. We will refuse the return / exchange / cancellation by the customer convenience of after shipping.
If you want to adding the item:
If you want to add the item, and then ordering a new you want to add, please contact by email.
If you want to cancel the wrong goods:
Please tell that fact by email, want to cancel. (In this case, please stated "Order number", "Full Name" and the "commodity that you want to cancel")

* Reserve of goods due to an enclosed hope is up to 2 weeks in principle. Please note that we have been canceled if there is no contact within two weeks.

What is payment methods?
For overseas orders, following payment methods are available:
- Credit card transaction (Accepted credit card:VISA, Master, JCB, Diners, AMEX)
- PayPal (Accepted credit card: VISA, Master, JCB, American Express)


* It does not correspond to the bank transfer etc. settlement for overseas shipping. I will cancel if we received your select the bank transfer etc..
* I will consider it as cancel your order if the payment of PayPal can not be confirmed within 14 days.

Confirmation of payment of PayPal When is?
We will confirm at 3pm weekday business day.
* It will be shipped the next business day that we confirm your payment with regard to PayPal. Please acknowledge it beforehand.

Can I change the number of points that was available?
It is not possible to change the use of the point after the order has been determined once.

Contact of "settlement error" has come, but what should I do?
It mean "settlement error" as credit card authorization error.
* The main reasons that there is an error in the card information or if it is a card that is not currently available.
If the mail of "settlement error" was reached,
- To re-order in the correct (other) credit card
- Change to PayPal
Please for your support by selecting from the above two methods.

Error code was displayed when I tried to settlement of PayPal. Could you send the URL again?
Card available in PayPal is the four types of VISA / Master / JCB / American Express.
UnionPay cards can not be used with PayPal. If you try to use, error code "S01-W-0006" will be displayed.
You will not be completed settlement even if send of URL again in the case of Paypal this event occurs, so there is no way to accept your order than re-order by credit card or PayPal. (Or cancellation of order)

If an error code other than the above is displayed, please contact us on the described error code.

When does charges on my credit card to bill?
Enter the shipping fee (is calculated by us), and sends the acceptance mail after we have made the credit processing. We do not do the billing at this phase. All orders make charge after the shipment has been completed.
* Because there is a case to be payment errors, send mail after performing the credit limit in advance.

If you use Debit Card, it is handled in each case;
when we check whether your card can pay, and the order changes, etc. (credit limit and enter the shipping fee) It was done, and Payment history is remained. It will be refunded in each case from your financial institution.
Please refrain from use of debit card if customers think to inconvenience caused by being debited money, even temporarily.

Is there a fee to pay postage excepting?
Customers must pay all additional charges for customs clearance. (Customs duty and other taxes may be levied when the luggage reaches your country. )
For details, please contact the customs office of your country.

Postage how much does it cost?
Shipping fee will be advised from our shop after your order confirmation. Shipping fee is set with respect to each weight, the following list of charges will be applied. Please refer to the field of EMS. About the postage confirmation of the order before accepting, please refrain as much as possible. (Because it is not possible to calculate the shipping otherwise after packing)
http://www.rakuten.ne.jp/gold/cosmebox/shippinp_fee.html

* Products that are described as "free shipping" is a notation in Japanese domestic shipping for all. In the case of overseas delivery is wholly paid by the customer.

Can you described as gifts to the invoice?
We cannot mark the items as "Gift" other than merchandise.

Can you specify the time and date of delivery?
The arrival date and time cannot be designated.

How long does it take to receive after my order?
Usually, we will accept by the next business day when you are the order. After stock confirmation of the ordered item , we will send you an email with the shipping fee and total price.
Your order will be shipped out by the next business day when we send the "acceptance mail". (If you have you select the PayPal payment, we will ship to next business day the payment is complete.)
The delivery time is estimated to be approximately 3 business days ~ 1 week after shipment. Please understand there will be delays depending upon customs clearance and other various conditions of transportation.
Please check it because it will guide you the tracking number after the completion of dispatch.

Can you be shipping by surface mail or SAL service?
Sorry, but is not supported by SAL etc. shipping methods other than EMS.

I want to order in large quantities... (Can you discount if I buy in large quantities?)
We can also accept bulk order in consultation with one another, but our shop do not offering bulk discount, all products are selling for only market price.
* However, we have refused such orders more than three digits. And it is not possible to accept large orders for "Obtaining goods" in particular.
(If you order a lot from our shop, we can't lower the price.)







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Shop Overview
Shop NameCOSMEBOX
Shop Address 5-1-10 Omichi Machi Oita City Oita, Japan
Contact Informationcosmebox@shop.rakuten.co.jp
* We are not accepted telephone inquiry. Please contact us by e-mail. We apologize that our shop's Customer Service is only available in Japanese and English only.