FAQ

Order & Purchase

Can I specify the delivery date and time?

We are sorry, but we currently do not accept delivery date specifications.
We will notify you in the NEWS section of this site when we will be able to specify the date and time of delivery on this site

Can I have separate orders shipped together?

If your order has not yet been shipped, please contact us via CONTACT on this site or cs@kodor.jp. If your order has already been shipped, we apologize for the inconvenience.

Can I add items, change items, or change the quantity after my order is complete?

Once an order has been confirmed, additions to the order or changes to the products can only be made before the products are shipped. Please contact us through CONTACT page of this site or at cs@kodor.jp.
If your order has already been shipped, we will not be able to make any changes to your order.

How do I contact you?

Please contact us from the CONTACT page of this website. We usually reply within 3 business days.
Please note that we are not open on Saturdays, Sundays, national holidays, year-end and New Year holidays (12/31-1/3), and Obon holidays in Japan.

Payments

What payment methods do you accept?

We accept credit cards (Visa, Mastercard, JCB, American Express, Diners Club, Discover)/.
You can choose from Google Pay / Apple Pay / Shop Pay.

Can I change my payment method?

Please note that we are unable to change the payment method after the order is completed.

Shipping

What carrier will be used for delivery?

Sagawa Express will be used for domestic delivery. (Only in Okinawa Prefecture, Yamato Transport will be used.)
For overseas, Japan Post will be used.

Do you charge for shipping? If so, how much?

The shipping cost is a flat rate of 880 yen within Japan.
For other international shipping charges, please click here.

Cancellations, exchanges and returns

Can I cancel an order after it has been placed?

Cancellation of an order can only be made before the order is shipped. Please contact us through CONTACT page of this site or by sending an inquiry to cs@kodor.jp.
When contacting us, please be sure to include the following

・Your name
・Order number

Please be sure to include the above information and contact us from your registered e-mail address.
Please note that we cannot accept cancellations of orders after the order has been shipped.

We will contact you during business hours (10:00-12:00, 13:00-17:00 on weekdays) regarding cancellation procedures.
If you contact us on a holiday, we will contact you on the next business day.

Please note that cancellations cannot be reversed.
*Due to the system, it may take some time to cancel the payment after the cancellation is processed.
*In the case of orders or cancellations that are deemed malicious, we may refuse your next order.

I haven't opened the package yet. Can I return it?

We regret that we do not accept returns or refunds for customer convenience.
If you receive a defective item or an item that is not what you ordered, we will exchange it. Please contact us through the CONTACT page of this site or contact us at cs@kodor.jp.

I received a different product than what I ordered.

While every effort is made to ensure quality, in the unlikely event of a defective product or significant damage to the package, or if you receive an item that is different from what you ordered, we will replace the item.
Please be sure to contact us within 7 days of receipt of your order, either through CONTACT page of this site or by emailing cs@kodor.jp with your order number and the condition of the item(s). Please note that it usually takes approximately 2-3 weeks for the entire process to be completed.

About our products

What is the expiration date of your products?

For beauty oils, use up within 150 days after opening.
Other products should be used up within 90 days after opening.

Are your products tested on animals?

We do not conduct any animal testing. The same applies to our manufacturing partners.

Do you offer samples or trial sets?

Trial kits (set of 3 mini bottles of lotion, beauty oil, and serum) are available. Please refer to the Trial Kit page.

Can men use your products?

Available for use. Rest assured that our products are unisex and genderless.

Can I use your products on sensitive skin?

Since our establishment, we have continued to confirm the safety of our products through repeated batch tests so that they can be used by all skin types.
However, in rare cases, we have confirmed that people with atopic sensitive skin or those with extremely compromised skin conditions (immune function) may experience a tingling sensation or slight itching reaction. This cannot be completely prevented.

Since skin conditions vary from person to person, we recommend that you test the product on an area other than your face to make a judgment before trying it on your skin. If you experience any symptoms or reactions, we recommend that you rinse the area with fresh water immediately and seek medical attention if you have any concerns.

Online Shop Member / Login

I have not received my email.

We apologize for any inconvenience caused. If you do not receive our e-mail, please check the following possible reasons.

1. The email is being treated as spam.
If you are using an anti-spam function, there is a possibility that your settings are such that you cannot receive our e-mails. Please set your permission to receive "@kodor.jp". Order confirmation e-mails and various information e-mails are also sent from the "@kodor.jp" domain.

2. Your registered e-mail address is incorrect.
There is a possibility that your registered e-mail address is incorrect.
Please contact us through the CONTACT page of this site or send an inquiry to cs@kodor.jp so that we can check the status of your registration.

I forgot my password.

You can reissue your password from the "Forgot your password? " on the login screen.
If you have forgotten your registered email address, please contact us through the CONTACT page of this site or at cs@kodor.jp. Please be sure to include your name and phone number when you contact us.

Can I register or stop NEWS LETTER?

Please register your e-mail address from "NEWS LETTER" at the bottom of this site.

To unsubscribe, please click the "Unsubscribe" link at the bottom of each e-mail you receive.

How do I cancel my online store membership?

Please contact us at the CONTACT page or cs@kodor.jp to cancel your membership. Please be sure to include the following information

・ Indicate that you wish to cancel your membership.
・Your name
・Your name and telephone number