Account Registration/Newsletter

◎Account Registration
Registration is free. There is no admission fee or annual membership fee required.
Starting your second order, you can easily place an order by entering your email address and password to log in.

◎ Login and Password
If you have forgotten your password and cannot log in, click [FORGOT YOUR PASSWORD?] at the bottom left of the login screen.
Please enter the e-mail address you used when you first registered as a customer and click the [SUBMIT] button.
We will send an email to the registered address to reset your password.
◎ Unsubscribing from Newsletter
Please enter your registered e-mail address to unsubscribe by sending us an inquiry and please specify "I want to sunscribe from the newsletter" in the message.
After confirming your request, we will remove your address from our newsletter list.

Orders
◎ Destinations Available for Purchase
-Our products can be purchases from all over the world, mainly in the countries and regions where they can be delivered by "Airmail (international e-packet/small package)" through Japan Post.
・In some countries/regions, international mail through Japan Post is suspended due to the novel coronavirus.
We may cancel your order if the delivery address is not within our region for shipping.

◎Shipping
-We will arrange shipping within 3 business days after placing your order.
・Products will be shipped from Japan through "Airmail" (international e-packet/small package).
・For Japan Post(Air Mail), the average number of days from shipment to delivery is 3 to 7 days.
Please check here for details as it depends on the destination country/region.
Https://www.post.japanpost.jp/int/deli_days/normal/tokyo_en.html
・Depending on the content and quantity of the ordered product, it may be delivered in two or more units.

*Depending on the content, quantity, and delivery address of the order, we may change it to another courier (EMS, Fedex, DHL, etc.) prior to delivery.
* Due to the influence of the novel oronavirus, overseas shipping has been delayed. Please keep this in mind before ordering.
*In some countries/regions, international mail through Japan Post is suspended due to the influence of the new coronavirus.
Please note that we will cancel your order if the delivery destination is a country subject to suspension.
*Reserved items and misplaced items will be shipped after they arrive to our warehouse, so it may take more than two weeks to ship.

◎Change(s) in Packaging
The shape, size, and form(s) of packaging are subject to change without notice in order to ensure stable product supply and regulations.
* There is no change in the ingredients, quality and contents.

◎Order History
You can check the [Purchase Information] from the email that is automatically delivered when your order is completed.
* If you have settings such as "Receive Specified Domain" or "Reject Specified Domain" as a measure against spam, you will not receive the automatic delivery mail so please check with your settings.
■ If you have set to reject spam messages, please set to receive emails from "@ charlene.jp".
* The automatic delivery email with your [Purchase information] will be delivered to the email address after ordering.
Please note that if you change your email address after placing an order, you will not receive the automatic delivery email.
You can also refer to your "Order History" on My Page after logging in.

◎Additions and Modifications to Order Details
We do not accept cancellations/changes (addition of products/change to another product) after confirming your order(s).
*Before completing your order, please be sure to confirm that your order is correct.

Payment
◎Methods of Payment
The following payment methods are accepted:
1.Credit Card (Visa, Mastercard, American Express)
2. Mobile Pay (Apple Pay, Google Pay, Shop Pay )

◎Credit Card Transactions
We will charge your credit card once the product is shipped.
Installment payments may not be available depending on your credit card status. For more information, please contact your card company directly.
Depending on the closing period of the card company, billing may be one to two months in advance. For details, please check the statement of your card company.

Shipping/Shipping Fees

◎Shipping Fee
The shipping fee is the same for one order (Asia: 10USD, Europe: 15USD). However, free shipping will be applied if the total amount is 100USD or more.
The order will be shipped by order number, so if you order separately multiple times to the same address. The shipping fee will be converted accordingly.
When ordering multiple items to the same destination, we recommend that you order them at the same transaction.
Please note that only one address can be applied per order. If you wish to send to to multiple recipients, please complete seperate order(s) for each recipient.

◎Shipping Methods
・Products will be shipped from within Japan.
・We will deliver by "Airmail (international e-packet/small package)" through Japan Post.
We will arrange it with tracking as "registered mail".
・Please note that it is not possible to specify the courier.
・The average number of days from shipment to delivery is 3 to 6 days.
Please check here for details as it depends on the destination country/region.
Https://www.post.japanpost.jp/int/deli_days/normal/tokyo_en.html
・Depending on the content and quantity of the order, it may be delivered in two or more separate units.

* Due to the influence of the new coronavirus, overseas shipping has been delayed. Please order after understanding.
*Depending on the content, quantity, and delivery address of the order, we may change it to another courier (EMS, Fedex, DHL, etc.) prior to delivery.
*In some countries/regions, international mail through Japan Post is suspended due to the influence of the new coronavirus.
Please note that we may cancel your order if the delivery destination is a country subject to suspension.



◎Shipping Date
-We will arrange shipping within 3 business days after placing your order.
・Products will be shipped from Japan by "Airmail" (international e-packet/small package).
・For Japan Post(Air Mail), the average number of days from product shipment to delivery is 3 to 7 days.
Please check here for details as it depends on the destination country/region.
Https://www.post.japanpost.jp/int/deli_days/normal/tokyo_en.html
・Depending on the content and quantity of the ordered product, it may be delivered in two or more units.

*Depending on the content, quantity, and delivery address of the ordered product, we may change it to another courier (EMS, Fedex, DHL, etc.) prior to delivery.
* Due to the influence of the new coronavirus, overseas shipping has been delayed. Please keep this in mind when ordering.
*In some countries/regions, international mail through Japan Post is suspended due to the influence of the new coronavirus.
Please note that we will cancel your order if the delivery destination is a country subject to suspension.
*Reserved items and misplaced items will be shipped after they arrive to our warehouse, so it may take more than two weeks to ship.
※Shipping conditions may change slightly depending on year-end holidays such as Christmas and New Years, stormy weather and road conditions.

◎Confirmation of Delivery Status
A tracking number will be issued by registered mail.
You can check the [Delivery Status] from the email that is automatically delivered when your order is completed.
* If you have settings such as "Receive Specified Domain" or "Reject Specified Domain" as a measure against spam, you will not receive the automatic delivery mail so please check with your settings.
■ If you have set to reject spam messages, please set to receive emails from "@ charlene.jp".
* The automatic delivery email with your [Purchase information] will be delivered to the email address after ordering.
Please note that if you change your email address after placing an order, you will not receive the automatic delivery email.
You can also refer to your "Order History" on My Page after logging in.

Cancellations & Returns
◎Cancellations
Cancellations and order modifications (addition of products/change to another product) will not be accepted after the order is confirmed. Before you complete your order, please confirm that your order is correct.

◎Returns
・If the product is defective or different from the ordered product, we will send a replacement.
・In general, we do not accept returns for customer's personal reasons and circumstances.
If the products are ordered for the first time and does not respond well with your skin, refunds can be issued within 365 days after the product arrives (even after the product is used).
If you have any problems, please contact us by E-mail.
(If you order more than one of the same product, you can only get a refund for one item)
・Please note that we cannot accept returns due to crushed boxes and wrinkles that may occur during shipping.

〇For Credit Cards
After confirming the refund, we will take steps to discontinue the credit card billing.
Based on the closing period of the credit card company, the payment may be recorded.
However, please note that the credit card company will refund or deduct the payment by the next month or the month after.

Additional Information
◎ Tariffs and Other Tax-related Expenses
・Customs duties may be levied on customs clearance of goods. The amount will be charged to the customer.
・Customers will be charged for costs such as GST*, other taxes, and customs fees associated with international shipping.
*GST: From July 2018, the Australian import consumption tax change has been applied.
Due to the above changes, 10% Goods&Service Tax (GST) will be levied on packages imported into Australia.


◎Additional Requests
・Cancellation/modifications of the order(addition of products/change to another product) will not be accepted after order confirmation. Before you complete your order, please be sure to confirm that your order is correct.
・In the case of a first-time customer, the order amount and quantity may be limited.
・If your order is incomplete, we may cancel the order.
・If the delivery destination is not covered by the service of the international courier, we may cancel your order.
・We will not issue a refund if the product is returned due to customer's circumstances such as incomplete order information (delivery information etc.) or long-term absence.
・Customers under the age of 18 should consult with their parent and purchase under the parent's name.

・If you should feel any abnormality on your skin or body due to using the product, stop using the product and please consult a dermatologist/specialist.
・In some countries/regions, international mail through Japan Post is suspended due to the influence of the new coronavirus.
We may cancel your order if the delivery address of the ordered product is out of service.

If you have any problems that the shopping guide does not solve or answer, please contact us using the inquiry form.
https://charlenecosmetics.com/pages/contact-us