FAQ
Orders and shipping
How fast will my order ship?
Orders are shipped within 1 to 3 business days. As soon as your parcel leaves us you get an email with a track and trace link. During holidays and big sales, delivery can take a little longer than usual.
What does shipping cost, and when is it free?
Netherlands: €7,95, free from €100.
Belgium and Germany: €10,25, free from €150.
Rates and free shipping thresholds for all other countries are listed in our shipping policy. Your cart also shows exactly how far you are from free shipping.
Which carriers do you use?
Within the Netherlands we ship with DHL and PostNL. For international orders the carrier and delivery time depend on the destination country.
Do you ship outside the Netherlands?
Yes. We ship throughout the EU, and to Norway and Switzerland. If your country is not in our shipping policy, check the country list at checkout or contact us.
Will I have to pay customs or import taxes?
Within the EU: no. We ship from the Netherlands and Dutch VAT (21%) is already included in our prices, so there is nothing extra to pay on delivery.
Outside the EU (for example Norway and Switzerland): your country may charge import tax or duties on delivery. These are set by your local customs and are not included in our prices.
Can I change or cancel my order?
Email us as soon as possible at [email protected] with your order number. We will do our best to help as long as your order has not been shipped yet.
Which payment methods do you accept?
You can pay with all major methods, including credit card, PayPal, Klarna, Bancontact, Apple Pay, Google Pay and Shop Pay. All available options for your country are shown at checkout, and every payment is processed securely.
Products and skincare
Are your products authentic?
Yes, always. Everything we sell is 100% authentic Japanese and Korean beauty, in its original packaging. We never sell imitations or grey copies.
The packaging is in Japanese or Korean. How do I know how to use it?
Because our products are the original versions made for Japan and Korea, the text on the packaging is often not in English. On every product page you will find English instructions under How to use and the full Ingredients list. Still unsure? Send us a message and we will help.
How do I choose products for my skin type?
Every product page shows a Good for label with the skin types it suits. You can also shop by skin goal: dry skin, oily skin, sensitive skin, acne and blemishes or anti-aging.
When trying a new product, we always recommend a patch test first, especially if you have sensitive skin.
In what order do I use my skincare?
A simple rule: go from the thinnest texture to the thickest.
- Cleanse (an oil cleanser first in the evening, then a foam or gel)
- Tone with a toner or Japanese lotion
- Treat with a serum or essence
- Moisturise with an emulsion, gel or cream
- Protect with SPF every morning
A mask one to three times a week is a lovely extra.
What is a Japanese lotion? Is it a moisturiser?
In Japan, a lotion is a watery hydrating toner that you pat into the skin right after cleansing. It is not a cream. The step that comes closest to a Western moisturiser is called an emulsion or milk, followed by a cream if your skin needs more.
Gifts, rewards and discounts
How do the free gifts work?
The more you treat yourself, the more we treat you:
- Every order: a free surprise gift
- From €50: a free sheet mask
- From €100: a free hairband, and you choose between Bunny and Onigiri in your cart
- From €150: a free Canmake blush, you pick the shade
- From €195: a free make-up bag, Kuromi or Cinnamoroll
Gifts are added to your cart automatically once you reach the amount, and the bar at the top of your cart shows how close you are to the next one.
How do I get 10% off my first order?
Sign up for our newsletter at the bottom of this page and your 10% welcome code will be sent to your inbox. You will also be the first to hear about new arrivals and restocks.
How do reward points work?
Create an account and you earn points with every order, which you can exchange for discounts on future orders. Tap the Rewards button in the corner of the site to see your points balance and all the ways to earn and redeem.
Where do I enter a discount code?
You can enter your discount code or gift card at checkout, in the field on the right side of the page (on mobile, open the order summary at the top).
J-beauty and K-beauty
What makes Japanese skincare different?
J-beauty is about gentle, time-tested formulas and long-term skin health rather than quick fixes. Routines are simple and focused on deep hydration, with ingredients such as hyaluronic acid, rice, green tea and sake. Many Japanese drugstore favourites have been bestsellers for decades.
And what about Korean skincare?
K-beauty is known for innovation and for the dewy glass-skin look. You will find trending ingredients such as centella, heartleaf, snail mucin and PDRN, playful textures, and layered routines you can make as short or as long as you like.
Can I mix J-beauty and K-beauty in one routine?
Absolutely, many of our customers do. A Japanese cleansing oil and lotion pair beautifully with a Korean serum and sunscreen. Start with our bestsellers or explore J-beauty and K-beauty separately.
Something not right?
My order arrived damaged or something is missing. What now?
We are sorry about that, and we will make it right. Please email [email protected] as soon as possible with your order number, the product name and a few photos of the damage, so we can sort it out quickly.
My parcel has not arrived yet. What should I do?
First check the track and trace link in your shipping confirmation email for the latest status. If the tracking has not moved for several days, or it says delivered but you cannot find your parcel, contact us with your order number and we will look into it with the carrier.
Can I return a product?
For hygiene reasons we cannot take back skincare, makeup or hair care that has been opened or used. Unopened products in their original packaging can be returned within 14 days of delivery. Sale items and gift cards are excluded, and return shipping is at your own cost.
Please contact us first so we can send you the return instructions. All details are in our return policy.
Still have a question?
We are happy to help with your order or your routine. Send us a message and we will get back to you as soon as we can.