Customer can use the following credit cards:

• American Express
• Mastercard
• Visa
• JCB
• Discover
• Diners Club
• China UnionPay
• Cartes Bancaires (CB)

Waiting information...

Once your order is confirmed, you cannot make any changes directly.

For orders that have not yet been shipped, we will process a cancellation and refund. Please then place a new order with the correct details.

For orders that have not yet been shipped, if you wish to exchange, add, or otherwise modify items, an unpacking or handling fee may apply. Please contact customer support for details.

For orders that have already been shipped, we do not accept any changes or modifications to the items.

Please note that changing the shipping address may incur an additional charge of up to 9.5 USD, depending on the order status and the necessary procedures. Payment methods will be communicated separately by the store. Also, please understand that address changes may not be possible in some cases.

We strive to offer competitive pricing across our store.

If the price of an item you purchased is reduced on our website within 5 days of your order being placed, you may be eligible to request a price adjustment.

Eligibility
To qualify for a price adjustment:
The request must be submitted within 5 days from the order date.
The item must be identical (same product, specifications, quantity, and condition).
The item must be in stock on our website at the lower price.
Only regular listed prices are eligible.

How It Works
If your request is approved, the price difference will be refunded in the form of a store credit or coupon.
Each item is eligible for one price adjustment only.

Exclusions
Price adjustments do not apply to:
Promotional pricing (including flash sales, seasonal sales, clearance items, or limited-time offers)
Discounts applied via coupons, promo codes, or membership benefits
Bundle deals or special pricing campaigns
Price differences on third-party platforms or marketplaces
Shipping & Taxes
Price adjustments apply to the product price only and do not include shipping fees or taxes.

How to Request
If you would like to request a price adjustment, please contact our customer support team with:
Your order number
The product name
Evidence of the price change
We will review your request and respond as soon as possible.

No. Refunds can only be processed and issued to the original payment method. We apologize for any inconvenience.

Our product will be shipped from Japan.

Japan Warehouse Information
Company name: Hongmall Japan Corp.
Address: 1-11-24 Futamata Ichikawa Chiba, Japan 272-0001
Phone: +81-47-325-9055
E-mail: support@kibakoshop.com
Business days: Mon-Fri 08:30~17:30 unincluding Japanese national holidays

KIBAKO currently provides international shipping from Japan to the following countries and regions:
Afghanistan, Algeria, Andorra, Argentina, Australia, Austria, Azerbaijan, Bahrain, Bangladesh, Barbados, Belarus, Belgium, Bhutan, Botswana, Brazil, Brunei, Bulgaria, Cambodia, Canada, Chile, China (excluding Macau and Hong Kong), Colombia, Cook Islands, Costa Rica, Côte d'Ivoire, Croatia, Cuba, Cyprus, Czech Republic, Denmark, Djibouti, Ecuador, Egypt, El Salvador, Estonia, Ethiopia, Fiji, Finland, France, French Guiana, Gabon, Germany, Ghana, Greece, Guadeloupe, Guernsey, Honduras, Hong Kong, Hungary, Iceland, India, Indonesia, Iran, Iraq, Ireland, Israel, Italy, Jamaica, Jersey, Jordan, Kenya, Kuwait, Laos, Latvia, Lebanon, Liechtenstein, Lithuania, Luxembourg, Macau, Madagascar, Malaysia, Maldives, Malta, Marshall Islands, Martinique, Mexico, Micronesia, Monaco, Mongolia, Morocco, Myanmar, Nepal, Netherlands, New Caledonia, New Zealand, Nigeria, North Korea, North Macedonia, Norway, Oman, Pakistan, Palau, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Poland, Portugal, Qatar, Réunion, Romania, Russia, Rwanda, Saint Pierre and Miquelon, San Marino, Saudi Arabia, Senegal, Sierra Leone, Singapore, Slovakia, Slovenia, Solomon Islands, South Africa, South Korea, Spain, Sri Lanka, Sudan, Sweden, Switzerland, Syria, Taiwan, Tanzania, Thailand, Timor-Leste, Togo, Trinidad and Tobago, Tunisia, Turkey, Uganda, Ukraine, United Arab Emirates, United Kingdom, United States, Uruguay, Venezuela, Vietnam, Zimbabwe

Please note:
If you do not see your country or region listed, please contact KIBAKO Customer Service. Depending on your address, we may still be able to arrange delivery.

For orders over a certain value threshold, you may qualify for free shipping to your country!
The threshold is different based on the region, so please check Shipping Regions, Rates, & Free Shipping to determine your threshold.

We will try to get your order to you as soon as possible, but please know that there may be delays during large events and holiday seasons (i.e. Japanese New Year's holidays, Golden Week holidays, etc.)

The shipping time (leaving the warehouse) is generally 1-5 Japanese business days* when the goods are in stock and 4-6 Japanese business days during large-scale events.

For colored contact lenses, the standard shipping time is 5-7 days. Some colored contact lenses may require additional processing time. In such cases, we will notify you separately of the expected shipping schedule.

The following Special Products may take more time to process:
Handmade, one-of-a-kind Japanese crafts: Please refer to the product page

*Note 1: Business Days do not include Japanese holidays, which you can check via the calendar below.
*Note 2: To help you enjoy the freshest Japanese products with peace of mind and to guarantee the latest expiration date, KIBAKO has a zero-stock policy for some items. After you place an order, KIBAKO will contact the manufacturer as soon as possible to purchase the goods. However, this may cause delays in the delivery time. We appreciate your patience and understanding in our efforts to make sure you get the freshest goods.

For further questions, please contact KIBAKOl's customer service.

Delivery times vary depending on the country and region. Please check here for details.

Waiting Information...

1.If your order has not been packed or shipped yet, you can modify the recipient name, address, and other information by contacting Customer Service.

2. If your order has already been shipped and the address is incorrect, please reach out to Customer Service. We will get in touch with the courier to update your address on your behalf. Please note that additional handling fees may apply depending on the delivery status of your parcel. Please note that in some cases, it may not be possible to change your address.

If your parcel is returned due to incorrect mailing information and you would like to request redelivery, you will be charged a reshipping fee, which will be the standard shipping rate of your country destination. To see your shipping rates, click here.

Reminder: Before placing an order, check your personal information, including the delivery address, to ensure that your order can reach you quickly and smoothly.

3. If there are other problems, such as loss of express mail, it will not be included under the scope of our package compensation policy.

4. The name of the recipient must be their real name. If the name provided is incorrect and leads to a return of the package, the user shall bear responsibility for any incurred fees.

You can check the tracking information at the bottom of the home screen.

You can keep track of the logistics information and shipment status of your package on the official websites of the courier companies (DHL/FedEx/Japan Post, etc.).

If the package's delivery status shows as "Delivered" (or similar), but the package has not been received, please get in touch with the KIBAKO online customer service within three business days. During this process, the courier company may contact you by email or phone, so please check frequently for updates on your email or phone.

Please understand that a lost or returned package may fall outside of our package compensation policy under the following circumstances:

a. The recipient's name is incorrect, and the package cannot be delivered as the name is not registered at the property management office.

b. The parcel cannot be delivered due to an incorrect delivery address, change of address, or incomplete address.

c. The recipient did not cooperate with the logistics company or KIBAKO to investigate the abnormal delivery situation of the parcel

d. KIBAKO or the postal company is not contacted about the situation within the agreed period of time.

Your order will typically be dispatched within 3-7 business days, but may be delayed by various factors, such as a surge in online shopping orders, the overflow of courier company warehouses, or the instability of express delivery during holidays. These delays may also happen during event periods, especially multi-day holidays like Japanese New Year and Golden Week. In these cases, your order may experience delays of up to 5-10 business days.

To reduce the impact on everyone's shopping during these event times, we work with additional warehouse staff and actively communicate with the courier companies to process your orders faster. During this period, the delivery time of some orders may be delayed, and we apologize for any inconvenience caused to you. We will prioritize processing delayed orders and do our best to ensure timely delivery. If there are any important updates regarding your order, we will notify you via our customer service email.

Waiting Information...

Waiting Information...

Shipping within the United States is handled by FedEx, but a remote area surcharge may apply depending on your delivery location. This surcharge will be automatically calculated during checkout in your shopping cart. Please check here for details.

Waiting Information...

We have an extensive refund policy that covers returns and after-sales service as well. While we’d love to outline it here, we want to make sure we don’t leave out any crucial details. So, if you want to learn more about our refund policy, please check out our Refund Policy page specifically.

A: Merchant and third-party reasons such as:

Quality-related problems
Missing package or wrong delivery caused by a mistake on KIBAKO’s part* Damage, loss and other conditions recognized by the third-party courier. *KIBAKO is not liable for package loss or return caused by an error on the user's part (such as incorrect recipient information, including address, name, telephone and email, or failure to contact the courier company or KIBAKO in a timely manner). Freight charges incurred during shipment or reshipment will be borne by the party at fault.

B: Personal Reasons
We do not offer returns or refunds without a valid reason. However, in case of special circumstances, please contact KIBAKO online customer service.

Waiting Information...

Refunds can be requested when an order has been paid for and not shipped, cancelling the order. However, some exceptions may apply.

To begin the refund process, contact us immediately to request the refund and let us know the reason for the refund, including the details and description.

Some products are not refundable after payment, such as contacts, high-priced products (i.e. beauty devices, niche personalized products, etc.), pre-orders and other products, which will have disclaimers noting they are non-refundable.

Orders that have been packed but not yet shipped will incur a 7 USD fee. If you wish to cancel your order after making a purchase, please contact us as soon as possible.

After an order has been shipped, you can still contact us for a refund through our after-sales service*.

(1) Please be prepared to provide relevant details and to upload relevant photos for proof.

If there are damages or other abnormalities with the product, you must take photos of the parcel's outer packaging and the product. For this reason, we recommend taking a photo of your package before opening it anytime an order is delivered.

(2) Contact customer service, provide any details and images of your claim, and wait for customer service to review your claim and issue a service plan.

(3) If the service plan requires the user to send back the delivered goods, please fill in the return form provided by KIBAKO and send it with the parcel**. Once KIBAKO has received the returned goods and checked that they are correct, we will initiate the relevant service process within 1-3 business days.

Notes:

*The window for after-sales service is a seven-day period after the parcel is signed for. This does not include customs clearance exceptions, logistical reasons, etc., resulting in the parcel's return.

**The content of the return form must include the order number, username, contact number, and the reason for return.

The KIBAKO customer service representative will fill in the form, so you just have to confirm the accuracy of the information.

***If the product is sent back without first contacting KIBAKO customer service and the package is lost, KIBAKO will not be held responsible for the loss of the parcel.

(1) In the case of the return or resending/replacement of products due to error on the user's part, the user will be responsible for the postage surcharge, and any subsequent resending/replacement postage fees.

(2) If the product is returned or re-shipped due to errors on KIBAKO’s side, the courier company, or third-party force majeure, the postage and subsequent reshipping/replacement postage fees will be borne by KIBAKO.

Note: When returning goods, please choose the same shipping method as KIBAKO for mailing.

If you receive the package and find that the parcel box is broken or seems unnaturally unpacked, please take a picture of the package before opening it.

If you find issues such as missing pieces or damaged goods after unpacking, please take photos, keep the package box, and contact KIBAKO customer service.

Some products near or past their "best before" date are sold at a special discounted price, which will be marked to indicate that they qualify for this deal. These items are not eligible for returns for reasons like the product being close to or past its best-before and/or expiry date or expired due to mailing issues.

However, if you purchased a product at its regular price but the product is close to or past its expiration date on delivery, please contact customer service, and we will process an exchange or refund for that product.

Please contact us via chat or E-mail.

KIBAKO guarantees direct sourcing from Japan and shipping from Japan.

All products on kibakoshop.com are shipped from our warehouse in CHIBA, Japan, and are sourced from the original manufacturers or licensed distributors.

A: Skincare and Beauty Products The shelf life is typically not listed separately on the packaging of Japanese products.

Under Article 61 of Japan's Pharmaceuticals and Medical Devices Act, cosmetics that maintain stable quality for more than three years after manufacture under appropriate storage conditions are not required to display an expiration date.
Currently, most cosmetics distributed in Japan have been confirmed to be stable for more than three years after manufacture, and are therefore managed by manufacturing numbers (lot numbers) rather than specific expiration dates. However, products that may deteriorate within three years of manufacture must display their expiration date.

If you would like to confirm the batch number of a product we have in stock to confirm the manufacturing date, please do not hesitate to contact KIBAKO.

B: Food It is customary for Japanese food products to be labelled with a best-before date. The best-before date differs from the expiry date, in which the best-before date refers to the quality of the product maintained up until said date. It is safe to consume the product after the best-before date, but it is advisable to consume it as soon as possible.

Please store the food item according to the instructions written on the product packaging.

Due to airline safety regulations, KIBAKO does not ship perfumes or aerosol cans due to pressure and flammability concerns.

A. As part of Japan's efforts to protect the environment, the packaging on most items is simple. Therefore, some items, such as face wash and toothpaste, may not have a tinfoil seal. Liquid and cream products are often not filled completely in order to prevent spillage. Also, most cosmetic products in Japan are not plastic-sealed and do not have sealing stickers on their openings.

B. When a new version of a product comes into stock, KIBAKO will update or create a new version of the product page to distinguish it from the old version. However, due to constant changes and updates, the product details page may not be up to date. As a result, there may be slight differences between the product you receive and the description on the details page (including design changes in the outer packaging, barcode, bottle/container shape, etc.).

C. KIBAKO's goods are manufactured and shipped directly from Japan and may not come with English labels. Please refer to our website or the product manufacturer’s official website to see product details and other related information.

KIBAKO guarantees that all health food products on sale on the platform are genuine products from Japan. We only allow products that follow industry production standards, have relevant Japanese national certifications and are of safe and reliable quality.

Because most products use pure natural ingredients, the color and taste of the products may vary slightly from batch to batch.

Please refer to the ingredients label when purchasing. People with allergies to specific foods must refrain from consuming products that contain ingredients that may trigger allergic reactions.

Please consult with your doctor first if you are currently taking medication or are pregnant or breastfeeding. If you have any other questions or concerns, please get in touch with KIBAKO customer support.

When using a health or health food product, please follow the instructions to ensure the correct dosage and method of administration. When storing the product, please follow the storage regulations to ensure the quality of the product after opening.

KIBAKO does not make any promises regarding the effectiveness of health food products. If you experience side effects or abnormalities after consumption, immediately discontinue use of the product, consult your doctor or seek immediate medical attention.

KIBAKO will not be held responsible for any issues arising due to the consumer's improper use of our products. We appreciate your understanding.

KIBAKO guarantees that all pharmaceutical products on sale on the platform are genuine products from Japan. We only allow products that follow industry production standards, have relevant Japanese national certifications and are of safe and reliable quality.

In exception to quality reasons or shipping errors, pharmaceutical products cannot be returned or exchanged once the product is sold. Contact customer service if you find the product you received does not match your order.

Please refer to the ingredients label when purchasing. People with allergies to specific ingredients must refrain from consuming products that contain ingredients that may trigger allergic reactions. Please consult with your doctor first if you are currently taking medication or are pregnant or breastfeeding. If you have any other questions or concerns, please get in touch with KIBAKO customer support.

When taking the pharmaceutical products, please follow the instructions for use to ensure the correct dosage and method of administration. When storing the product, please follow the storage regulations to ensure the quality of the product after opening.

KIBAKO does not make any promises regarding the effectiveness of pharmaceutical products. If you experience side effects or abnormalities after consumption, immediately discontinue use of the product and, if necessary, consult your doctor or seek immediate medical attention.

KIBAKO cannot be held responsible for any problems that may arise if the above is not followed correctly. Thank you!

Products may be discontinued or become unavailable, for example, if they are limited edition products or become affected by market changes. If this affects your purchase, KIBAKO customer service will contact you and offer you a replacement or refund.

We apologize for any inconvenience and appreciate your understanding.

(1) Products sold on KIBAKO meet the standards or technical specifications of the place of origin in terms of quality, safety, sanitation, environmental protection, and labeling, but there may be differences with local standards. Consumers bear any risk involved.

(2) Products sold on KIBAKO are directly purchased from Japan and may not have labels in your local language. Consumers can check for information on the product through KIBAKO or through the English websites of some manufacturers.

(3) Goods purchased through KIBAKO by consumers are limited to personal use and cannot be re-sold.

Waiting Information...

To delete your account, go to [My Page] - [System Settings] - [Account Cancellation].

Unlike logging out, once your account is deleted, all your data and transaction records will be emptied. Please ensure all your transactions have been completed to avoid complications.

Please note: after account deletion, all historical transactions, such as returns and fund refunds, will be automatically erased. Your ID information, account information and other rights and interests will also be erased and cannot be restored.

Before you delete your account, please ensure the following:
The account is valid
There are no unconfirmed orders in the account
There is no dispute on the account

To edit your shipping address, go to [My Page] - [Delivery Address], and select or enter your default address.

Orders will automatically be confirmed for you by our system within 30 business days of delivery without after-sales

Due to rapid changes in the Japanese market, items may be discontinued or unavailable for purchase. If it becomes out of stock before the order is placed, the product can be replaced with another item.

Wating Information...

In the rare case of a force majeure (such as discontinued production, factory suspension, and shipping restrictions), your order may not be able to be dispatched, and customer service will contact you as soon as possible. If there is no reply within a week, we will refund your order and payment amount.

Our platform sometimes offers pre-orders for certain items, mostly new releases with a limited quantity. In this case, you can order it before it releases, and we’ll get one for you and send it your way when it’s out. Here are the specific pre-order steps, instructions and rules:

Step 1: Place an Order

After the pre-order sale starts, select the item you wish to purchase, and click “Buy Now"" after confirmation.

Step 2: Checkout and Pay

Go through the checkout process as normal and make the payment for your pre-order. Your pre-order will be added to your cart as a normal item, so you can purchase other active products together and the balance can be paid together as well.

At this stage, the buyer should complete checkout and make the purchase as soon as possible as these items may sell out rather quickly.

Step 3: To Be Shipped (Pending Delivery)

Once checkout is complete, we will process your order. Until the item is shipped, the status of your item will be set as “Pending Delivery”. If you order other items with the pre-order item, your items may be held so that everything ships together.

Step 4: Enjoy!

Your items will be shipped out. Be on the lookout for them. Sign for your package and enjoy your item!

Q: If I change my mind and don't want to buy the product, can I cancel the order and apply for a refund?

Because the pre-order items are often limited edition and are quickly reserved by KIBAKO for you, we will not be able to cancel or refund you the money for the item.

Q: Can I use coupons, points and other discounts for pre-sale orders?

Coupons, points and other discounts provided by KIBAKO can be used during the checkout process. Be aware that the order must still meet the conditions of the specific discount.

We accept wholesale orders, and pricing is as listed on our website.

There is no minimum order quantity, but some items have a maximum order limit to allow free shipping for regular customers.

If you would like to order above this amount, please contact us with your order details and delivery address, and we can create a custom invoice for you.

Please note that additional shipping fees may apply for bulk orders.

Shipping to the United States:
We will handle all customs duties and other related fees.

Other shipping regions:
Customers are responsible for all customs duties and other related fees.