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FAQ

Products

I didn’t find on your web-site what I need. Can you help to buy it?
Yes! Please contact us on info@aomishop.com. We will be happy to find and deliver any product from Japan for you at the best price in the market. Our specialists based in Japan can assist and advise anything you need based on your individual needs and problems. Japanese market is huge and characterized by big amount of substitutions and brands which are not presented in the world markets and we are here to help to navigate and find the best solution especially for you.
Are all products made in Japan?
All brands featured on our website are of Japanese origin, with the majority of products being produced in Japan. In certain instances, products may be manufactured in other countries, which will be clearly indicated in the product description.

Orders

How do I place an order?
To place your order, select the item(s) that you wish to purchase and add it to your shopping cart. Then, proceed to the checkout page where you must fill in your personal information and pay for the order. Make sure to double check that you have filled in your details correctly to ensure that you receive all the necessary info and that your order is delivered without any complications.
Can I change or cancel my order?
We are unable to amend orders once they have been placed, however, we are able to cancel the order, prior to it being shipped. Please contact us with your order number as soon as possible after making the order. Once your order has shipped, it cannot be changed or cancelled.

Delivery & Shipping

Countries to which delivery is not available

Due to customs complications and logistical restrictions, delivery is not available to the following countries: Algeria, Argentina, Belgium, Brazil, Jordan, Spain, Italy, Kyrgyzstan, Morocco, Moldova, Syria, Tajikistan, Turkmenistan, Turkey, Ukraine, Sri Lanka, Russia, Portugal.

How much does it cost to ship to my country?

Shipping cost calculated when placing the order. Just add the item(s) you’d like to purchase in your cart, and continue to checkout. You will be asked to input details about your location to estimate the shipping cost.

  • Unless otherwise stated, items ship within 3 days of payment confirmation (excluding Saturdays, Sundays, and public holidays).
  • Please enter the recipient’s full legal name (as on government-issued ID). Using initials can trigger extra inspection and delay delivery; the courier may require ID on arrival.
  • If a full name is not provided, we may cancel the order.
  • Choose either Japan Post EMS or International Air Post.
  • Typical transit times: EMS — 3 to 10 days; International Air Post — 5 to 21 days, depending on destination.
  • Every parcel includes a Japan Post tracking number; we’ll send it to you after dispatch.
  • Service updates are available at Japan Post International Information.
  • The list of countries we currently ship to can be found at checkout.
Important Information
  • Import duties, taxes, and customs fees are not included in the item price or shipping cost. These charges are the buyer’s responsibility.
  • Please check with your local customs office to determine potential costs before purchasing.
  • Such charges are collected by the carrier on delivery or when you pick up the parcel and are not additional shipping fees.
  • All orders are shipped directly from Japan with trackable services.
Order Cancellation
  • You may cancel an order any time before it ships. Contact us as soon as possible to confirm cancellation.
  • Once an order has shipped, it cannot be changed or cancelled.
Need Help?

Questions? Reach us via the contact page, e-mail info@aomishop.com, or call us — we’ll be happy to assist.

When will I receive my order?
Orders are usually shipped within 3 days after being placed. Normally, international shipping takes 3-10 days via EMS and from 5 to 21 days via International Air Post depending on the destination. For more details, visit Payment & Shipping.
How do I track my order?
You will receive an email with tracking information 1-3 business days after you place your order. If the email hasn’t hit your inbox by then, check your spam or add info@aomishop.com to your contact list to prevent the notification from going into your spam folder. As soon as any shipment leaves our warehouse, we are subject to the same tracking information provided to our customers.

Payment

What payment methods are accepted?
We accept all major credit and debits cards as well as Apple Pay and (upon request) Bank Transfer.
Do you charge sales taxes?

Import duties, taxes, and charges are not included in the item price or shipping charges. These charges are the buyer’s responsibility.

Still have questions?

Contact us on this page, by e-mail info@aomishop.com or call us at. We’ll be happy to assist you.

Is it safe to use my credit/debit card on your website?
Yes, all payments are secure. Payments are processed by the payment system; we do not have access to your payment details.

Returns

What is the return policy for orders?

Cosmetics and health-related products (food supplements, cosmetic devices) are not subject to return or exchange, except in cases of defects or damage.

We recommend that you carefully inspect your order upon receipt. If you find any defects, damage or receive the wrong item, please contact us immediately so that we can quickly investigate the situation and offer a solution.

Return procedure:

  • Within 7 days of receiving the goods, send a request to info@aomishop.com with the subject line ‘Return’.

In the email, please include:

  • Your full name
  • The date and order number
  • A description of the problem
  • Attach photos

Please note: requests are only accepted from the email address registered in your personal account from which the order was placed. For security reasons, requests from other addresses will not be considered.

If the return is approved, you will receive instructions on how to send the parcel. We will notify you when the return has been received and checked, and we will also inform you of the decision. If the return is approved, the funds will be refunded within 14 calendar days of receipt of the returned goods. The funds will be refunded to the bank card used to make the payment.

Please note that your credit card issuer may take some time to process and send the refund.

How do I make a return?
  • Within 7 days of receiving the item, contact us with your order number and reason for return.
  • The return window is 60 days from the purchase date.
  • Re-pack the item with all original packaging and accessories.
  • Ship it back using any trackable method.
  • It can take up to 4 weeks for the parcel to reach us. After receipt, allow 3 business days for processing and up to 2 weeks for the refund to appear.
Need Help?

Still have questions? Reach us via the contact page, e-mail info@aomishop.com or call us — we’re happy to assist.

When can I expect my refund?
Refunds may take up to 2 weeks to process.

My Account

Do I need an account to place an order?
No. You’re welcome to check out as a “Guest.” Creating an account is optional but handy: it stores your order history, lets you reorder in one click, track parcels in real time, and join our rewards programmes.
How can I reset my password?
  • Go to My Account › Sign In.
  • Click “Forgot password?”
  • Enter the email you used when you first signed up.
  • Open the email we send you and follow the link to choose a new password.
I didn’t get a link to reset my password, what should I do?
  • Check your Spam, Junk, or Promotions folders.
  • Make sure you typed the same email address you registered with.
  • Wait about 15 minutes and request the link again.
  • Still nothing? Drop us a line at support@aomishop.com or open the live chat and we’ll reset it manually for you.
How do I register for the newsletter?
There’s a “Subscribe to our newsletter” form in the footer of every page. Enter your email, hit Subscribe, and confirm in the follow-up email. If you already have an account.
How can I unsubscribe from the newsletter?
Every newsletter has an “Unsubscribe” link at the bottom – one click and you’re off the list.
How can I delete my account?
Send a request from the email linked to the account to privacy@aomishop.com. We’ll permanently erase your profile and personal data within 14 days, unless we’re legally required to keep certain records (e.g., for tax purposes).

Do you have any other
unanswered questions?


Email Us

Please contact us at info@aomishop.com
or use the feedback form.

Live Chat

You can send us a message on Telegram
every day 9:00 – 21:00 UTC+1