A：KOKOKARA is an online duty-free shop that delivers high-quality Japanese products directly from Japan to your address. For more details, please refer to the "About Us" page.

A：You can accumulate KOKOKARA points and receive exclusive discount coupons for members from time to time. KOKOKARA points and coupons can be used for future purchases.

A：No, you can shop without registering as a member. Simply select "Proceed to Checkout" and choose "Continue as Guest."
However, without membership, you’ll need to re-enter your shipping information for each purchase, and you won’t be able to earn points or enjoy special member offers. We recommend registering to enhance your shopping experience.

A：To protect member rights and ensure platform security, we require a valid email address owned by the registrant. Registration without an email address is not possible. Thank you for your understanding.

A：Please click “Contact Us” in the Customer Service section at the bottom of the webpage. You can email us or scan the QR code to connect with our official LINE account.

A：Please refer to our Privacy Policy page regarding our personal data usage and protection policies.

A：Click the person icon (smiley face) at the top right of the page, then enter your name, email address, and a password you set to register.

A：Please check the following and try again:

1. Make sure your email and password are entered using half-width characters.

2. Some email domains may not be accepted. Please try a different email address.

3. Your email may already be registered. Try logging in directly.

A：Check that your email and password are entered correctly. Possible reasons include:

• Incorrect email or password.

• Check case sensitivity, numbers, and half-/full-width character use.

• If you forgot your password, click “Reset Password” and follow the instructions in the email sent to your registered address.

A：Possible reasons include:

• The device/browser used for verification differs from the one used for login.

• The verification link has expired — please resend the verification email.

• You clicked an outdated verification link (not the latest one sent).

Note: Even if your email isn’t verified, you can still place orders or send inquiries.

A：All our products are of the latest production. Please use them with confidence. If you have concerns about the shelf life, feel free to contact us by email or by scanning the QR code to connect with our official LINE account.

A：Cosmetics and skincare products sold in Japan do not display expiration dates.
Unopened products can be stored for up to 3 years. After opening, it is recommended to use within 6 months to 1 year.

A：You can check the product details page for this information。

A：You can search using "keywords" or "product categories" in the search bar at the top of the page. You can also search by brand or category at the bottom of the page.

A：Please try changing your keywords and search again.
If the keyword is unclear or too many conditions are set, search results may not display correctly.
It’s also possible that the product is not available for sale.
If you still can’t find it, please contact us for assistance.

A：We apologize for the inconvenience. Please wait patiently until restocking. You can also contact customer service for pre-order or expected restock dates.

A：Please check the detailed description on each product page. If you have questions, feel free to contact us by email or via our official LINE account.

A：If the product packaging has been updated, the actual product you receive may differ from the image on the product page. We appreciate your understanding.

A：As voltages and plug shapes differ by country, please confirm whether the product is usable in your location before purchase.

A：Common prohibited items include dangerous goods, flammable goods, animals and plants, fresh foods, firearms and ammunition, counterfeit goods, drugs, and items in violation of the Washington Convention.

Items designated as internationally prohibited goods (including products containing such components) are regulated under Japan’s import/export laws and cannot be purchased. If unsure, please contact us by email or via our official LINE account.

A：As these are products for sale in Japan, manufacturers generally do not provide manuals in languages other than Japanese. If you need assistance, please contact us by email or via our official LINE account.

A：

1. Add to Cart
   On the product page, click “Add to Cart” to add the desired item.
   After adding, you can view the product price, international shipping fee, and total payment amount.
   Once confirmed, click “Proceed to Checkout” to begin the checkout process.

2. Set Recipient Information
   Enter the recipient’s name, address, postal code, and phone number.
   Please enter information in a format and language that can be recognized by the local postal service.

3. Choose Payment Method
   Select your preferred payment method from the options displayed.

4. Confirm Order Details
   Review your order and payment amount. If correct, click next to proceed.

5. International Payment
   Complete checkout according to your chosen payment method.
   Follow the instructions on the payment confirmation page.

6. Order Confirmation
   After placing your order, an order number will be displayed. Please check your account page for details.

A：We’re sorry, but the payment amount or order details cannot be changed after the order is placed.

A：We’re sorry, we only accept online orders and do not take orders by phone.

A：Please contact us immediately via email or our official LINE account. After verifying your order status, we will promptly arrange a replacement shipment.

A：Please contact us immediately via email or our official LINE account. After verifying your order status, we will promptly arrange a replacement shipment.

A：Please contact us immediately via email or our official LINE account. After verifying your order status, we will promptly arrange a replacement shipment.

A：Depending on the product, restocking or procurement may be difficult. Please specify the product name and quantity and contact us via email or our official LINE account.

A：Once payment is completed, the system automatically processes your order, and we’re unable to cancel or intercept it. Canceled orders cannot be reinstated. For further inquiries, please contact us via email or our official LINE account.

A：If you need to change your order after it’s placed, please contact us via email or our official LINE account. After canceling the original order, you can place a new one.

A：Please contact us via email or our official LINE account.

A：This may happen due to:

• Unstable internet connection

• Closing the window before completing checkout

• System error

If the transaction wasn’t completed, no charges will apply. Please contact our customer service team to confirm the transaction status.

A：KOKOKARA offers various convenient payment methods including VISA, JCB, UnionPay, MasterCard credit card, and AFTEE post-payment.

A：It refers to the security code used during credit card transactions. You can find it as the last three italicized digits on the signature panel on the back of your card.

A：Please try again using a different browser. If the issue persists, provide us with the error message or a screenshot and contact our customer service.

A：Possible reasons for verification failure include:

1. Incorrect card number entered

2. Closing the window before verification completed

3. The card does not support verification

4. Other card-related issues

A：Please contact your credit card company and request to convert the payment to an installment plan.

A：Members can check their order details in “My Orders” under the “Member Center.”
Non-members can contact customer service via email or our official LINE account.

A：If no order record exists, the transaction was unsuccessful.
Possible reasons include an error message, unstable internet connection, or closing the window before payment completion. No charges will occur for unsuccessful orders. If unsure, please contact our customer service.

A：Please check your spam/junk folder. If not found, contact KOKOKARA customer service.

A：AFTEE allows you to purchase with just your mobile number, without card binding or prepayment. Pay at convenience stores, ATM, or online banking within the deadline.

[Steps to use]
Step① Choose AFTEE at checkout
Step② Perform mobile verification
Click “Pay Now” and enter the verification code received by SMS to complete your order.
Step③ Receive payment notice
Complete payment within 14 days of receiving the SMS.
Step④ Complete payment within the period
Pay at convenience stores (7-11, FamilyMart, Hi-Life, OK) or via ATM/online banking.

A：Such messages are common scams. Our shipping fees are fully paid. If you receive such a message, contact KOKOKARA customer service.

A：KOKOKARA currently offers five delivery methods: consolidation shipping, EMS (Express Mail Service), airmail, international ePacket, and sea freight.
Available options may vary depending on the country or region.
Please select a delivery method from those available on the delivery selection page.

A：According to Japan Post regulations, shipping costs are based on the delivery method, weight, size, and destination.
Please refer to the "About International Shipping Fees and Delivery Process" page.
For the most accurate fee, place items in your cart and proceed to checkout to see the calculated shipping cost.

A：In general, items will be shipped within 3 days of order confirmation.
You can check the shipping status in "My Orders."

A：The request to declare via EZ Way is required by Taiwan Customs and is not a scam. Please provide the necessary information to facilitate customs clearance and delivery.

A：EZ Way is certified under ISO27001 for information security and approved by Taiwan’s National Information and Communication Security Taskforce. Data is strictly protected and handled according to the Personal Data Protection Act.

A：The correct English product name is provided at shipment. For smoother customs clearance, the broker may declare using alternative names or values. As long as the package tracking number matches, there’s no problem.

A：You can check in "My Orders." Once the item has left Japan, tracking may not always update in the destination country. If this happens, please contact your local postal service.

A：Please contact KOKOKARA customer service, providing your order number for us to check the shipping progress promptly.

A：Possible reasons include:

1. The package was lost in transit.

2. It is being held by local customs for duty payment.

3. It was returned because it didn’t meet local import regulations.
   Please contact KOKOKARA customer service for assistance.

A：Customs regulations vary by destination. You may be asked to pay duties or items may be held. KOKOKARA cannot intervene with customs. Please check import regulations yourself. If you receive official customs documentation, contact KOKOKARA customer service.

A：KOKOKARA cannot guarantee or determine whether duties will apply. Please follow your country’s customs procedures and pay any required duties.

A：Customs duties vary depending on the country or region. Please check your local customs regulations.

A：We’re sorry, we do not accept returns or exchanges due to personal reasons. If there are missing items, incorrect deliveries, or damaged goods, please contact customer service or our official LINE account immediately. After verification, we will send a replacement.

A：We generally do not accept returns or refunds for failure to pay customs duties. Please review your country/region’s import tax regulations before ordering.

A：If you receive a defective or damaged item, please contact customer service or our official LINE account immediately. After verification, we will promptly send a replacement. Compensation terms may vary depending on the shipping method you chose.

A：Please contact customer service or our official LINE account immediately. After verification, we will promptly send the correct item.

A：Since KOKOKARA offers overseas purchasing services and uses consolidation shipping for lower shipping costs, returns cannot use consolidated shipping. You will need to cover the return shipping costs.

A：Please use the original packaging when returning items. If unavailable, use suitable packaging and avoid writing on or attaching labels directly to the product or manufacturer’s box.
For hygiene reasons, we do not accept returns/exchanges for intimate apparel.
Returned items must be in brand new condition with complete packaging (including tags, gifts, etc.). Missing gifts will void the return.

Returns will not be accepted if the item shows signs of use, damage, stains, or makeup residue.

A：We’re sorry, refunds are not offered for delivery delays. We will provide the latest shipping updates and assist with resolving delivery issues, but KOKOKARA assumes no responsibility for shipping risks and does not offer compensation.

A：By registering as a KOKOKARA member and shopping as a member, you can earn 1 KOKOKARA point for every 100 JPY spent on each item. Accumulated points can be used for future purchases at a rate of 1 point = 1 JPY.
❊ Discounted items are excluded from this program.

A：You must shop as a KOKOKARA member. On the checkout page, under "Select Delivery and Payment Method," enter the points you want to use in the "Use Points" field.

A：Log into your account from the top-right corner of the KOKOKARA homepage and check your points under "Point Overview" in the member center.

A：Possible reasons:

1. Your points have expired.

2. The order amount has not been finalized, e.g., shipping fee not confirmed.

A：There is no limit to the number of KOKOKARA points you can use per order. You can use all or part of your points to offset the payment.

A：Once the order is placed, the points are applied automatically, and the number of points used cannot be changed.

A：Points are awarded only for the item price, not for shipping fees.

A：If your order is canceled, the points used will be refunded to your account immediately. You can check your point balance in the "Point Overview."

A：Points are valid for one year. You can check the status in the "Point Overview."

A：No, you must register as a KOKOKARA member to earn points. (Shipping fees are excluded from point calculation.) We recommend registering to enjoy point accumulation and other member benefits.

A：Points will be added to your account 3 days after completing your purchase.

A：1 KOKOKARA point equals 1 JPY.

A：KOKOKARA occasionally offers discount coupons as part of promotional campaigns. Members can use these coupons for discounts when ordering within the valid period.
When a promotion is active, the coupon will be automatically issued to the member’s account. You can check your coupons in "Promotional Codes" under the "Member Center."

❊ Each coupon has an expiration date. Expired coupons will not be reissued.

A：When shopping as a KOKOKARA member, select the coupon you want to use in the "Select Coupon" section on the right side of the "Select Delivery and Payment Method" page during checkout.

A：Whether a coupon can be reused after cancellation depends on the coupon type. Please refer to the terms for each coupon for details.

A：Thank you very much for your interest in KOKOKARA.
Please send us your contact person’s name, company name, and company profile, and email us at [email protected]. We appreciate your cooperation.

A：Please contact us by email or connect with our official LINE account.

A：Yes, you can.
KOKOKARA currently provides customer service in Japanese, Chinese, and English.

A：Please first check if your email address was entered correctly.
Also, check if our reply was sorted into your spam or junk mail folder.
If everything is correct and you still have no reply, please contact us by email again or via our official LINE account. Thank you for your cooperation.