? F A Q Frequently Asked Questions
Any queries relating to your order
> When is the shop open?
> I don’t know how to purchase items on this site.
> There is no “Add to Cart” option available for a product that I would like to buy.
> I made a mistake when entering my contact information (address, telephone number, email address, etc.).
> Can I add to, cancel, or make changes to my order?
Questions about payment
> How can I pay?
> Can I change my payment method?
> When does COSMEBOX check for payment(PayPal)?
> Can changes be made to the number of points that I used when ordering?
> 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?
> I want to order in bulk. (Do you sell wholesale?)
|When is the shop open?|
Business Days and Hours :|
COSMEBOX accepts telephone inquiries from 9:00 a.m.〜 5:00 pm from Monday to Friday (Japan time)
We are closed for business every Saturday and Sunday. Emails received after business hours will be dealt with the following day. Emails received during the weekends when we are closed will be responded to on Monday. (Please be aware that there are instances where it may take us longer than usual to reply depending on the nature of the inquiry.)
|I don’t know how to purchase items on this site.|
Please refer to the "shopping guide" for information on how to make
purchases on Rakuten.
* Feel free to call or email us with questions.
|There is no “Add to Cart” option available for a product that I would like to buy.|
This could meant two things: either the product is out of stock or we are temporarily not accepting orders for that product. Please contact us as there are cases where we may be able to order it for you as well as the possibility that it may be back in stock at a later time.|
We will inform customers of when the product is expected to be restocked in the case of such an inquiry.
|I made a mistake when entering my contact information (address, telephone number, email address, etc.).|
・If you made a mistake when entering your address or telephone number:
Please contact us by email as soon as possible as we will be able to
make changes to this information before your order ships. |
We cannot accept such as address changes after shipment.
・If you made a mistake when entering your email address: It is especially difficult for us to contact customers in the case of incorrect email addresses. It is possible that you have incorrectly entered your email address if you do not receive a confirmation email from Rakuten immediately after placing your order. Please check the address that you have registered and contact us as soon as possible with the correct address if you find a mistake.
|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.
|Can I add to, cancel, or make changes to my order?|
Order additions, changes, or cancellations can only be made prior to shipping.
We will refuse the return / exchange / cancellation by the customer convenience of after shipping.|
- Cancelling mistakenly ordered products:
Please inform us by email if you would like to cancel specific products in your order. Please list your order number, your full name, and the product(s) that you would like to have cancelled in your email.
- Additions to your order:
If you would like to make additions to your order, order the products that you would like to have added on. Please make sure to notify us by leaving a comment in the comment column that you have an existing order that you would like to have these new products added on to. Please follow these same procedures in the case that you would like to order more of the same products in your existing order.
We may wait to process an order until we have been able to confirm the order quantity with the customer in the case that there is no written instruction in the comment column for us to have the new order added on to the existing order.
- Making changes to mistakenly ordered products:
Please inform us by email that you would like to cancel specific product(s) in your order and go back and order the original product that you had intended to purchase.
COSMEBOX will send customers an email acknowledging the changes to their order. This is not an automatically generated email from Rakuten, but an email that will contain the new billing and shipping fee amounts in light of the changes made to the order. Please be sure to read through this email and confirm the new amounts.
* 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?|
We only accept "credit cards or PayPal" as payment methods for international orders. Please be aware that your order will be cancelled if you select any other payment methods than these. |
Credit card transaction (Accepted credit card：VISA, Master, JCB, Diners, AMEX)
PayPal (Accepted credit card： VISA, Master, JCB, American Express)
* There are instances where we may ask a customer to pay via PayPal in the case of purchases of especially expensive items or for first time customers due to an increase in the number of cases of unauthorized and illegal credit card use. We ask that all customers be aware of this in advance.
|When does COSMEBOX check for payment(PayPal)?|
|Checks are conducted every weekday at 3:00 pm. The shipment will be the next day(next business day) that we receive and confirmed your payment.|
|Can changes be made to the number of points that I used when ordering?|
|Changes cannot be made to the number of points used after an order has been placed.|
|I got a notification of my payment error(settlement error). What should I do?|
If the customer has chosen to pay via credit card, we will request authorization to see if the customer’s credit card can be used for payment. We will inform customers by email if their credit card has been denied. |
* We do not know the reason for error. Please contact your credit card company directly for further information.
Because of this, we ask that you select one of the following payment methods in order to complete the transaction.
1，Pay with the credit card you originally selected after resolving the problem behind the error message, or re-order using a different credit card.
* Please be aware that you will need to go back and re-order if you decide to use a different credit card than the credit card originally selected for payment.
* COSMEBOX is not able to make changes to the credit card a customer selects for payment or the customer’s credit card information.
2，Switch to PayPal Please inform us by email if you would like to pay by PayPal instead. We will send you a link with instructions on PayPal payment.
* Orders will ship the following business day after payment has been confirmed.
|Error code was displayed when I tried to settlement of PayPal. Could you send the URL again?|
VISA, Master Card, JCB, and American Express are the only credit cards accepted for PayPal payment. （China UnionPay cards are not accepted. The error code “SO1-W-0006” will show up in the case of attempted use.） |
You will not be settled in the Paypal this event occurs, so there is no way to accept your order than re-order by credit card.
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?|
Payment of additional Customs duties and taxes are the responsibility of the customer.|
Please contact the Customs Office in the country where your order will be delivered for detailed information.
|Postage how much does it cost?|
COSMEBOX staff will send the customer an email containing the finalized pricing information after confirming the availability of the ordered items.
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)|
* Please note that the “free shipping” label on some products is only applicable to domestic orders (orders shipped within Japan). All shipping costs are the responsibility of the customer.
|Can you described as gifts to the invoice?|
|We must select the “merchandise” category on the EMS shipping label. We are unable to label it as a “gift.” We appreciate your understanding.|
|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.)
Your order will typically arrive 3 business days to a week from the day it was shipped. It may take longer if there are issues with Customs clearance.
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?|
All international orders are shipped via EMS.|
We do not ship international orders via surface mail or economy air (SAL).
|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 bulk. (Do you sell wholesale?)|
COSMEBOX does accept orders in bulk, however, we do not sell products wholesale to
individual customers or corporations.
Please be aware that we do not offer discounts for bulk purchases.
* In the case of overseas delivery fee is wholly paid by the customer. It make no exceptions for any circumstances.
* However, we have refused such orders more than three digits. And it is not possible to accept large orders for [Obtaining goods] in particular.