?  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.
I can't add the item to my cart.
I order with wrong information(address, phone number, email...)
Can I add an order item/cancellation/ change?

Questions about payment

How can I pay? Payment method.
Can I change my payment method?
When do you check the payment(PayPal)?
Can I change the amount of points I uses?
I got a notification of my payment error(settlement error). 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?
Had broken the goods of luggage that was received. What should be done about it?

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.
Please check the "shopping guide" of "Rakuten Global Market".
Shopping Guide
*If you have any other questions, just let us know. We are happy to answer you..

I can't add the item to my cart.
It might expect that the item is out of stock or it is sales termination item. We will notify the arrival date of stockout item, so please contact to us.

I order with wrong information(address, phone number, email...)
We can correct the order information only before shipment. If you find any mistakes, please let us know your correct info as soon as possible.
*I'm sorry but we cannot change the credit card info.(card number, expiration date...)
It will be very difficult to make contact to us if you mistakes your contact address. If you don't get a message from Rakuten soon after your ordering, please check your registration info, and let us know your correct one.

I have the wrong settlement method or want to change

○ credit card → PayPal
× Paypal → credit card


I am sorry but we couldn't change your credit card information(card number, expiration date...). If you mistakes your credit card information, I'm sorry for bother you but please re-order with correct info.
*If you change your payment method to Pay Pal, you can continue to your order.

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 cancel your order,please let us know. We can cancel the orders before shipment. We cannot accept any changes or cancel after the shipment.
- If you want to add some items, please order the items you want to add in a new order form, and put a comment that you have another order to unite. We will unite the orders.
- If you want to cancel some items, please let us know what items you want to cancel. *Please don't forget to note your order number and names in that message.

* We can keep your order for 2 weeks in our shop. The order without any contact in 2 weeks will automatically cancelled, so please contact to us within 2 weeks.

How can I pay? Payment method.
-You can choose credit card or PayPal for your payment.
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.

When do you check the payment(PayPal)?
We will check the payment at 15:00 on every business day. The shipment will be the next day(next business day) that we receive and confirmed your payment.

Can I change the amount of points I uses?
I'm sorry it is impossible to change the point amount after the order.

I got a notification of my payment error(settlement error). What should I do?
We send this message to the customer whom credit card has some errors(balance,expiration date ..etc), and cannot use in our shop.
*We accept the order upon credit card authorization.
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.

Had broken the goods of luggage that was received. What should be done about it?
We deeply apologize for the inconvenience.
Please immediately make an offer the post office that was responsible for delivery. Authorities will be happy to check the status of your luggage. And please contact the same content to us as soon as you contact the post office.
Notes: imperative in your offer
At the time of damages procedure, any items as well as, also it will be necessary the exterior (packing materials, box, etc.) for inquest , and we would like to request that you will keep them. * If you have not remained a box, etc., cannot be compensation. Please be forewarned.

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.