WABI-SABI STORE Store Policy

§ 1. General Provisions

1. The WABI-SABI STORE online shop (the “Store”), available at:
   https://wabisabi-store.live/, is operated by:

株式会社Z JAPAN (Z JAPAN Co., Ltd.), with its registered office at:
208-0013 Tokyo-To Musashimurayama-shi Ominami 1-124-4 Tousou Building,
represented by [name of representative], registered in accordance with the laws of Japan (Companies Act),
Corporate Number / 法人番号: 2012801022888

Contact e-mail: [email protected]

2. These Terms and Conditions define the rules for using the Store, including the rules and procedures for concluding distance sales contracts, delivery, payments, complaints, withdrawal from the contract (if applicable), as well as information regarding customs duties, taxes and data protection.
   
   

3. These Terms and Conditions apply to both consumers and business customers making purchases in the Store.
   
   

4. Acceptance of these Terms and Conditions is required in order to place an order.

§ 2. Definitions

• Customer – any entity placing an order in the Store.
  

• Consumer – a natural person making a purchase not directly related to their business or professional activity.
  

• Seller – the entity indicated in §1 paragraph 1.
  

• Store – the sales service available at https://wabisabi-store.live/.
  

• Product – a physical item available in the Store (including products made to order) that is the subject of a sales contract.
  

• Order – a declaration of intent by the Customer aimed at concluding a sales contract.
  
  

• Account – the Customer panel within the Store.
  
  

• Cart – the Store functionality used to select Products and determine the terms of the order.

§ 3. Store Contact

1. Registered office address:: 208-0013 Tokyo-To Musashimurayama-shi Ominami 1-124-4 Tousou building
   

2. E-mail: [email protected]

§ 4. Technical Requirements

1. In order to use the Store, the following are required: a device with Internet access, an up-to-date internet browser, an active e-mail address, cookies enabled, using a connection without VPN is recommended
   

2. The Store is hosted on the Shopify platform.

§ 5. General Information and Prices

1. Browsing the Store's offer does not require creating an Account. Orders can be placed either through an Account or as a “guest”.
   

2. Prices displayed in the Store are gross prices in the currency indicated on the Product page. Import taxes and customs duties in the destination country are not included (details in §13). FAQ

3. The amount charged during checkout includes the Product price and the delivery cost indicated during the order process. The price does not include customs duties, import taxes, customs fees or postal handling fees in the destination country.
   

4. For request products, cancellation is not possible after placing the order. FAQ

§ 6. Creating an Account

1. Creating an Account takes place through the registration form and is free of charge.
   

2. The Customer may delete their Account at any time by contacting the Store via e-mail with identifying account information.

§ 7. Free Skin Care Plan

1. WABI-SABI STORE offers Customers the option of a free consultation and preparation of a personalized skin care plan in accordance with the form available on the website: SKIN CARE PLAN

2. This service is completely free and does not oblige the Customer to purchase any products.
   

3. In order to use the service, the Customer completes a form containing information regarding skin type, problems, preferences and expectations.

4. The preparation time for the plan is usually 7 to 21 business days, however it may be extended in the case of a large number of requests or periods of increased demand.
   

5. The Store reserves the right to refuse preparation of the plan or change the preparation time in the case of incomplete, unclear or contradictory data provided by the Customer.
   

6. The prepared plan is informational and recommendation-based in nature and does not constitute a medical diagnosis nor replace consultation with a dermatologist, trichologist or other medical specialist.
   

7. The Store does not prepare plans for children, pregnant women or persons with medical conditions.

§ 8. Placing Orders

1. The Customer adds Products to the Cart, fills in delivery details, selects the delivery and payment method and then confirms the Order.
   

2. Accuracy of Delivery Data
   

   1. The Customer is obliged to provide complete and correct address details, including:
      

      1. first and last name consistent with the identity document

      2. the exact residential address (home address) — shipments are not sent to parcel lockers, pickup points or PO boxes.
         

   2. If incomplete or incorrect data is provided (for example missing name, building number or postal code), the postal service may refuse delivery or release of the shipment, which may result in the parcel being returned to Japan.
      

   3. WABI-SABI STORE is not responsible for non-delivery or delivery delays resulting from incorrect information provided by the Customer.
      

3. The Store may limit or cancel an Order for justified reasons (e.g. lack of payment or shipping restrictions – see §9 and §10).

§ 9. Payments

1. Available payment methods: credit card (VISA / Mastercard / AmEx), PayPal, GPay, Blik. FAQ

2. The Store does not process Cash on Delivery orders — all orders must be paid in advance using the available online payment methods.

3. A payment attempt without receiving an order confirmation email usually means an authorization hold — funds are automatically returned if the order is rejected by the payment system or bank.Confirmation of payment acceptance is the order confirmation email from the Shopify system containing the order number. FAQ

§ 10. Conclusion of the Contract and Order Processing

1. The sales contract is concluded at the moment the Customer receives the e-mail “we confirm acceptance of your order.”
   

2. The order preparation time is usually 3–5 business days from the moment the payment is received, but it may be extended during peak sales periods, holidays, or in the case of products ordered at the Customer’s request. FAQ

§ 11.  Delivery, Costs and Restrictions

Shipping is carried out via Japan Post and is subsequently handed over to the local postal operator in the customer’s destination country. In some cases, shipments may need to be collected from the nearest local post office.

1. AIR MAIL Delivery
   

   1. Standard AIR MAIL delivery time: usually about 2 weeks (delays may occur).

   2. AIR MAIL parcel splitting: orders exceeding 2 kg are divided into two parcels.

   3. Customs clearance: both AIR MAIL and EMS shipments are subject to customs regulations in the destination country; customs duties and taxes are paid by the Customer (details in §13).
      

2. EMS Delivery (Express Mail Service)
   

   1. Service type: priority air shipment by Japan Post with full door-to-door tracking.
      

   2. Delivery time: usually 3–7 business days to major destinations (may vary depending on country, season and customs clearance).
      

   3. Customs clearance: AIR MAIL and EMS shipments are subject to customs regulations of the destination country; customs duties and taxes are paid by the Customer (details in §13).

3. DHL

4. Free Shipping

For orders where the total value of the products alone is 8,000 JPY or more (excluding shipping costs and any additional fees), the Customer is eligible for free shipping.

The shipping method for orders covered by free shipping is selected automatically by the Store based on the weight, order value, and logistical considerations.

The Customer is not able to choose the shipping method for orders that qualify for free shipping.

5. For orders under 8,000 JPY, a flat shipping fee of 880 JPY applies regardless of the size, weight, or destination of the order. However, for orders shipped to the United States, a flat shipping fee of 1,800 JPY applies. Orders over 8,000 JPY qualify for free shipping in all countries.

6. Products prohibited in transport (examples): aerosols / sprays, 100% pure oils, products containing more than 24% alcohol (e.g. some perfumes or tonics), liquid perfumes, hair tonics, capsule supplements, nail polish, devices with batteries, seeds, fresh food Products unavailable in the Store due to food import restrictions in Poland and other countries include, for example, products containing beef-derived ingredients.  FAQ

7. Country-specific restrictions:
Sweden and Norway – products containing alcohol

8. Countries temporarily unavailable for shipping include: Russia, Ukraine, Cuba, North Korea, Syria, Iran, Venezuela, Somalia, Yemen, Lebanon, Sudan, Spain, China, Pakistan, Israel, Palestine and other countries subject to international sanctions or currently involved in armed conflicts. The list of restricted countries may change depending on the geopolitical situation, international regulations and logistical possibilities. FAQ

9. The Store does not mark parcels as gifts (“GIFT”). FAQ

§ 12. Shipment Tracking

1. After shipping, the Customer receives a tracking number. The Customer is responsible for monitoring the shipment status. The Store is not responsible for the lack of delivery notifications from the local postal operator.
   

2. Shipment statuses may update more slowly during periods of increased traffic (holidays, Black Friday etc.). FAQ

3. Status “RETENTION” means the parcel is waiting for pickup at the nearest post office.

1. Customers are requested to collect the shipment promptly to prevent it from being returned to Japan.
   

2. We recommend regularly checking the shipment status on the website of the local postal operator.
   

4. Customers in Poland may track their shipments at: https://emonitoring.poczta-polska.pl (using the tracking number received by email).

§ 13. Customs Duties, Import Taxes and VAT

Orders are shipped directly from Japan and may be subject to customs duties, VAT or other charges imposed by the destination country. The obligation to pay such charges lies with the Customer; payment may be collected by the local postal operator. For EU Customers

1. Types of Charges in the European Union

• VAT (Value Added Tax) – a tax applicable in European Union countries, calculated based on the value of the goods:
  • for orders up to 150 EUR – usually collected at the time of purchase
  • for orders above 150 EUR – collected during customs clearance or upon delivery
• Customs Duty – a charge applied to goods imported from outside the EU, which may be imposed on orders exceeding 150 EUR.
• Postal / Administrative Fees – charges collected by the postal operator or customs agency for handling the shipment and customs procedures.

2. European Union countries (including Northern Ireland and Monaco)

VAT for orders up to 150 EUR

Who pays and when:

a) At checkout

For orders shipped to European Union countries with a value of up to 150 EUR (product value only), VAT is generally calculated and paid by the Customer during the checkout process. The VAT amount is visible in the order summary before payment.

b) During customs clearance or upon delivery

In some cases, the local postal operator or customs office may charge additional fees at the time of delivery or collection, such as:

• handling or administrative fees
• other charges required by local regulations

In such cases, the Customer is required to pay these charges in order to receive the shipment.

3. VAT Refund (if charged at the post office)

Due to occasional errors on the part of postal operators or customs authorities, VAT may be charged again upon delivery. In such cases, please do not worry.

If the Customer is requested to pay VAT again upon receiving the shipment:

• the Customer should pay the charge
• keep the proof of payment

Based on the provided proof of payment, the Store will refund only the amount corresponding to the VAT paid. The refund does not include postal or administrative fees.

4. Orders above 150 EUR

• VAT is not collected at checkout
• all charges (VAT, customs duties and additional fees) are calculated by the customs authorities of the destination country

The Customer is responsible for paying these charges during customs clearance or upon delivery.

Orders outside the European Union

• VAT is not charged at checkout
• all taxes, customs duties and fees are determined by the destination country and must be paid by the Customer

5. Failure to Pay Charges

Refusal to pay customs or tax charges may result in:

• return of the shipment to Japan
• destruction of the shipment in accordance with local regulations

In such cases, the Customer may bear the costs of return or loss of the order.

§ 14. Right of Withdrawal (Consumer Returns)

Right of withdrawal for EU consumers

1. A Consumer who is a natural person residing within the European Union generally has the right to withdraw from a distance contract within 14 days from the date of receiving the goods without giving any reason.
   

2. Exceptions to the right of withdrawal
   

   1. food products or other goods that deteriorate quickly or have a short shelf life;
      

   2. sealed products that cannot be returned after opening for hygiene or health protection reasons (e.g. cosmetics) if the packaging has been opened after delivery;
      

   3. products supplied according to the Customer’s request.
      

1. According to Article 38 of the Consumer Rights Act and relevant EU regulations, the right of withdrawal does not apply to:
   

3. Due to the nature of the Store's offer (food, cosmetics and request products), many products may not be eligible for withdrawal once opened.
   

4. Return costs

1. If the Consumer exercises the right of withdrawal, the Consumer bears the direct cost of returning the goods to the Seller.

2. Due to the international nature of the sale and shipping from Japan, return costs may be significant and depend on the postal operator chosen by the Consumer.
   

5. Refund

1. In the event of an effective withdrawal from the contract, the Seller will refund all payments received from the Consumer, including the cost of the product and the cost of the cheapest standard delivery method offered by the Store, within 14 days from receiving the withdrawal statement.

2. If the Consumer chose a delivery method other than the cheapest standard delivery offered by the Store, the Seller is not obliged to refund the additional costs.

3. The Seller may withhold the refund until the goods are received back or until the Consumer provides proof of return shipment, whichever occurs first.

4. The refund will be made using the same payment method used for the original transaction.
   

Right of withdrawal for customers outside the EU

1. For Customers residing outside the European Union, the right of withdrawal does not apply unless mandatory laws of the Customer's country provide otherwise.
   

Request order

1. Products ordered individually at the Customer's request cannot be cancelled after the order has been placed, as they are immediately ordered from the supplier specifically for that order.
   

Relation to complaints

1. The provisions of this paragraph do not exclude or limit the Customer’s rights resulting from regulations concerning complaints or the Seller’s liability for non-conformity of goods with the contract.

§ 15. Complaints and Liability for Non-Conformity of Goods

1. Seller’s liability

1. The Seller is obliged to deliver products that are compliant with the contract and free from defects.
   

2. Submitting a complaint

   1. order number

   2. description of the problem

   3. evidence (e.g. photos or video)
      

1. If the goods are not compliant with the contract, the Customer has the right to submit a complaint within 14 days from receiving the goods.

2. Complaints must be submitted via e-mail to the address indicated in §3 and must include:

3. Transport damage

   1. a full video recording showing the intact parcel seals and the moment the parcel is opened.

   2. This material is necessary for damage verification and possible shipment of a replacement product.
      

1. In the case of suspected transport damage, the following must be provided:

4. The Store will respond to the complaint without undue delay, no later than within 14 days.
   

5. Failure to provide evidence may make it impossible to positively resolve complaints related to transport damage.
   

6. Complaint resolution
   

   1. send the missing or correct product

   2. offer a partial refund

   3. propose another mutually agreed solution.

1. If the complaint is accepted, the Store may:
   

§ 16. Failure to Collect or Deliver a Shipment

1. Uncollected or undeliverable shipment

   1. If the parcel is returned to Japan by the postal operator due to reasons attributable to the Customer, including but not limited to:

      1. the Customer failing to collect the parcel within the specified time

      2. the Customer providing an incorrect or incomplete delivery address

      3. delivery being impossible for reasons attributable to the Customer

      4. the Customer refusing to accept the parcel or failing to complete customs or postal procedures in time

   2. In such cases, the Store may offer reshipment after the Customer pays the actual reshipping cost. The reshipping cost is calculated based on the actual shipping fee according to the total weight of the products and parcel. This also applies if the original order qualified for free shipping at the time of purchase.

   3. If the Customer chooses cancellation instead of reshipment, or if reshipment is not possible, the Store may cancel the order and deduct a cancellation fee of 20% of the total order amount from the refund to cover shipping fee.

   4. In some cases, depending on the condition of the returned parcel, product type, customs status, storage period, or shipping restrictions, the Customer may not be able to choose between reshipment and cancellation. The available option will be determined by the Store based on the circumstances of the returned shipment.

   5. If the parcel is returned for reasons not attributable to the Customer, the Store may reship the order free of charge or issue a full refund.

§ 17. Products and Safety

1. Some categories of goods cannot be shipped (e.g. aerosols, 100% pure oils, liquids containing more than 24% alcohol, liquid perfumes, hair tonics, supplements, nail polish, battery-powered devices, seeds, fresh food). FAQ

2. Cosmetics – recommended use: after opening, it is recommended to use the product within approximately 6 months.
   

3. Some products may extend the order processing time; if the manufacturer confirms unavailability, the order will be cancelled and funds refunded. FAQ

§ 18. Data Protection

1. The data controller is the Seller (details in §1).
   

2. Personal data is processed for the purposes of: order fulfillment, complaint handling, account management, marketing activities (with consent), fulfilling legal obligations
   

3. Data may be shared with payment operators and shipping carriers only to the extent necessary for order fulfillment.
   

4. By using the Store, the Customer accepts the use of cookies.
   

5. Details are provided in the Polityce prywatności.

§ 19. Intellectual Property and Content

1. Store content (including photos and descriptions) and promotional content (SNS) are protected by law and their use requires the Seller’s consent.
   

2. Product reviews

1. Reviews published in the Store may only come from Customers who purchased or used the product.

2. The Store undertakes actions to verify the authenticity of reviews, particularly by linking reviews with the Customer’s order history.

3. The Store reserves the right to remove reviews that violate the law, these Terms and Conditions or accepted standards of conduct.

§ 20. Governing Law and Disputes

1. Contracts concluded through the Store are governed by the laws of Japan.
   

2. This provision does not deprive the consumer of protection resulting from mandatory provisions of the law of their country of residence, in particular consumer protection laws applicable within the European Union.
   

3. In the event of consumer disputes, the Customer may use out-of-court dispute resolution methods available in their country of residence.
   

1. A list of consumer dispute resolution bodies in EU countries is available at: https://consumer-redress.ec.europa.eu/dispute-resolution-bodies

§ 21. Changes to the Terms and Conditions

1. The Seller may amend these Terms and Conditions for valid reasons (changes in law, payment methods or delivery methods).
   

2. Customers will be informed about changes at least 7 days in advance via publication on the website. Orders placed before the change will be governed by the previous version of the Terms.

§ 22. Final Provisions

1. Contracts with the Store are concluded in Polish or English, depending on the language version of the website.

2. For matters related to these Terms and Conditions please contact: [email protected]