Frequently Asked Questions

How do I order?
Are the products genuine?
Is my privacy protected?
Do you have a catalogue?
How long before I receive my order?
How do I know my order went through?
Can I tell if my order has been shipped?
Can I track my order after it has been shipped?
Do you ship to my country?
Do you ship to PO boxes/APO/FPO addresses?
Am I liable for taxes or customs duty?
What forms of payment do you accept?
Do you accept returns?
The product is faulty. What do I do?
Do you offer a guarantee?
What currencies do you accept?

How do I order?

Ordering is very easy. All you require is an internet connection and Internet Explorer 5.0 or above, or Netscape Navigator 4.5 or above. As these version are now reasonably old, it is likely that many others will be compatible with the payment gateway. Payment can be made by major credit cards or PayPal. Simple browse through the product list and click on the links to check that latest prices. You will then be directed to the distributor's website where you can add products to the shopping cart and then complete the online order form on the SSL enable secure server. You will then be sent a confirmation email upon receipt of the order and another email when the goods are shipped, which is usually within 24 hours.

Further details can be found by reading the following sections.

Are the products genuine?

Yes. We can understand your concern with so many imitations being sold online. All the products are 100% genuine and by utilising effective global purchasing we are able to offer 100% genuine brand name products at heavily reduced prices. As the products are sourced from around the world, and packaging varies from country to country, they may look slightly different from what is in your local shops. This is the same when you travel and buy items from other countries or in duty free shops at airports. It doesn't mean the product is different, merely the packaging looks different. This is done so marketing to locals is more effective and different countries have different labelling laws for certain products.

All products are stored in temperature controlled environments prior to shipping so you can be assured the products are fresh. This is guaranteed.

Is my privacy protected?

Yes. Only information required to process and ship your order is collected. This is done over a SSL secure server using the latest encryption technology. Some of the ways you can tell you are on a secure site is if the adddress starts with https rather than http. Another way if you are using Internet Explorer is to look for the small padlock icon towards the bottom right of the screen.

No information about you or your orders is either sold, rented or otherwise passed on to other parties for any reason.

Do you have a catalogue?

Yes and no. All our products are listed on this site, so technically we have an online catalogue. You can browse by product type, brand or use the search function. We don't offer a printed catalogue as the cost of creating and shipping it would means the prices would have to increase. Our business model is to offer 100% genuine products as significant discount to normal retail price and in order to do this we don't offer the extras such as catalogues and skin type analysis. Each product has a description and offers some adivce, however, we suggest you do your own research, either in a local department store or on the internet, and then return to us for purchasing as we are confident our prices are at least as good or better than anywhere else. When comparing prices online, don't forget to include any shipping costs in the competitors' prices. We always offer free shipping so the price you see for a product is the price you will pay to get it to your doorstep.

How long before I receive my order?

The time depends on the method of shipping. With our free shipping by registered post, it generally takes between 4 and 7 postal working days to major cities and 10 to 14 postal working days to most other destinations. Of course, if you wish to receive your order more quickly the Express Mail option is available for a fee.

If you have not received you order within the above times then please contact you local postal service using the reference advised in the shipping confirmation email.

Customs inspections may also delay the delivery, however, this is out of our control.

How do I know my order went through?

Once you have placed yor order, an email be be sent confirming the order and this includes a unique order number. Please use this in any correspondence about the order.

Can I tell if my order has been shipped?

Yes. Once the order has been shipped you will be sent an email advising the date it was shipped plus a shipping reference. Orders are usually shipping within 24 hours of the order being placed.

Can I track my order after it has been shipped?

Yes. Provided you have chosen the Express Mail option, you can track your order at our distributor's website. If your country's postal service offers EMS tracking online you can also their website.

Do you ship to my country?

Yes. We can ship to all countries that receive regular postal services.

Do you ship to PO boxes/APO/FPO addresses?

Yes, deliveries can be made to post office boxes/APO/FPO addresses, however, they can only be shipped by non-registered post as this is the only method that doesn't require a signature on receipt. If you choose non-registered post then you accept all responsibility for delivery. It is advisable to choose registered post as it is also free and offers the security of a signature on receipt.

What about taxes or customs duty?

This is difficult to answer and largely depends on the destination. Orders are currently shipped to over 100 countries and most countries allow small items without imposing any customs duties. Australia, Japan and the USA don't usually impose duty on small packages as the cost of processing outweighs the monetary benefit. It is advisable to keep the orders small and with our free shipping on skincare, make up and body lines, this isn't a problem.

What forms of payment do you accept?

Orders can be accepted from all around the world using major credit cards - Mastercard, Visa, American Express, Diners, Discover and JCB. Payment can also be made with PayPal which is a popular online payment system owned by eBay and used for many of their online auctions.

Customers in Japan can also use Sagawa Express Cash On Delivery if necessry. The cost of shipping is free, however, there is a US$5 charge for collection.

Money orders, bank drafts and direct funds transfer is available by special request, however, it is preferred to use one of the above methods.

Do you accept returns?

Orders are usually dispatched within 24 hours or receipt of the order. If you change your mind for any reason then the order can be cancelled within 12 hours of placing the order. use the contact details and unique order reference in the email you receive after placing the order.

There is a money back guarantee without question if you are dissatisfied with your order provided the product has not been opened and you advise within 7 days of receipt. Unfortunately a product cannot be returns for a refund if it has been opened. If the product is faulty see the next section.

The product is faulty. What do I do?

Obviously if the product is faulty it can be returned for a full refund. Before returning the goods, please send an email to the contact details listed in your order confirmation email outlining your name and address, email address, original unique order number and the reason for returning the product. You will then be advised where to send the faulty product. Please note that only the total cost of the product can be refunded. If you incurred shipping costs then this can be credited off your next purchase.

Do you offer a guarantee?

Yes. Please see the two sections directly above for more details.

What currencies do you accept?

Depending on the method of payment, you can view the actual price you can be charged for the following countries:

Mastercard or Visa

  • US dollars
  • Euro
  • Pounds Sterling
  • Australian dollars
  • Canadian dollars
  • Hong Kong dollars
  • Japanese yen
  • Korean won

American Express, Diners, Discover and PayPal

  • US dollars

Sagawa Express Cash On Delivery for Japanese customers only

  • Japanese yen, but a US$5 charge for collection

All other payments will be made in US dollars and converted by your credit card issuer at the time of the transaction.

The recommended prices vary and whilst every effort is made to keep these up to date, there will be times where they are not correct. The recommended prices are only shown in US dollars and Pounds Sterling. All indicated discounts are based on the US dollar prices.