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  • Can I make amendments to my order after it has been placed?
    We are unable to make amendments to processed orders. Please contact us as soon as possible if you change your mind. All claims will be reviewed on a case to case basis.
  • I've put the wrong address on my order, can this be changed?
    If you've accidentally put the wrong address on your order, please email info@fuyujp.com with "URGENT: WRONG ADDRESS" in the email subject. We will always attempt to change the delivery address for you if your order hasn't been despatched. If your order has been despatched, we will do what we can to get the package to you. Please be aware that this is often out of our control and we are not responsible for any loss or theft of products, along with postage required to arrange for redelivery.
  • My package has been deemed undeliverable or unclaimed, what happens now?
    Address errors sometimes result in packages being classified as undeliverable or unclaimed. If this happens, it should be on its way back to our premises - which can take up to three weeks or longer. Once packages are returned to us, we will contact you to re-arrange delivery. You will be liable for the new delivery charges. However, if this error has occurred at the fault of our courier rather than a cusomer error, we will bear the reshipment costs.
  • Do you do refunds if the product doesn't suit me?
    We operate on a strict no refund-no exchange policy. Please get in touch with our customer service team if you received the wrong product and we will do our best to resolve the problem for you.
  • What is your Return Policy?
    Please read our Returns Policy carefully before placing orders. By purchasing, you have chosen to agree to these terms. We do not accept returns except for when: - You received wrong item(s) - The item(s) came broken To protect your rights, please record yourself opening the package with our seal still in tact, ensuring any incorrect or broken items are in clear view. Please send the footage to info@fuyujp.com and we will work with you to rectify the issue. If your order is deemed eligible for returns, we will process a refund once we've received the item(s) back. *Customers are responsible for return postage.
  • How long does it take to process a return?
    A refund will be issued within 48 hours from when we've confirmed items are in resalable condition. Once processed, the money may take up to 14 days to appear in your account depending on. your payment method.
  • How do I return items to you?
    Our team will send you a return form to fill in once your order is deemed eligible. Please follow its instructions carefully.
  •  Wholesale Inquiries
    If you are interested in placing a wholesale order with us, please use our contact form and fill in the required information and we will get in touch.
  • Where do you ship to?
    We ship to all UK Mainland postcodes. Due to the pandemic resulting in unreliable shipping time, we currently only ship within the UK - including Northern Ireland. We are constantly monitoring the situation and may update our policy in the near future. Please sign up to our mailing list to be the first ones to get access to our international shipping.
  • What is your Shipping Policy?
    All products are authentically sourced from Japan. We ship to all UK addresses using Royal Mail. Please be aware that due to COVID pandemic regulations, your package may be delayed due to reasons out of our control. We will always aim to deliver our shipping promise. Please do not hesitate to get in touch regarding delivery times using our contact form.
  • How much is shipping?
    We currently offer the following shipping methods within the UK. Time estimates are calculated from point of despatch. £4.99 Express Tracked Delivery on orders under £100 or free for orders over £100. * Orders placed before 1pm will be dispatched the same day. Orders placed after 1pm will usually be dispatched the next working day. Free Collection at pick-up location: KISSATEN, Ground Floor, 30 Brewer Street, W1F 0SS, London, UK. Free Same-Day Delivery for London Zone 1 on orders over £200.
  • How do I know which product is suitable for my skin needs?
    We have detailed descriptions on the product's ingredients, texture and usage and they are also categorised according to skin needs. Please use our live chat if you'd like some more recommendations.
  • Are your products authentic?
    We source products straight from Japan. Please refer to the product label for the Made In Japan mark.
  • Currency
    All products are shown in GBP (British Pound Sterling).

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