Refund policy

Returns & Refund Policy

Last Updated: 11/01/2026

1. No Returns Policy

Due to the nature of international personal import and the category of products we sell, Aozora does not accept returns, exchanges, or refunds for change of mind.

This includes (but is not limited to):

  • Change of preference
  • Dissatisfaction after purchase
  • Opened or unopened products
  • Unused items

As all products are shipped internationally under a personal import framework, returned goods cannot legally or logistically be re-imported into Japan. In addition, health and safety regulations do not allow us to resell cosmetic or skincare items once dispatched.

For these reasons, all sales are considered final once shipped.

2. Order Cancellation

An order may be cancelled only before it enters preparation or fulfillment.

In most cases, this means cancellation is possible within up to 3 Japanese business days from the time the order is placed.

Once processing has started or the order has been dispatched, it cannot be modified, cancelled, or refunded.

To request a cancellation within the allowed timeframe, please email:

aozora.shamaim@gmail.com
Include your order number in the subject line.

Cancellation approval is not guaranteed once preparation has begun.

3. Damaged or Incorrect Items

If you receive a product that is damaged in transit or does not match your order, you must contact us within 48 hours of delivery.

Please provide:

  • Your order number
  • Clear photographs of the issue
  • The tracking number
  • A brief description of the problem

Claims submitted after 48 hours or without sufficient documentation may not be reviewed.

Once received, we will investigate the matter with Japan Post and our suppliers. If the claim is verified, Aozora may offer — at its sole discretion — one of the following:

  • A replacement shipment
  • A partial refund
  • A full refund

Please note that compensation is not automatic and is evaluated case by case.

4. Lost or Delayed Shipments

Estimated delivery time is 21–28 business days from dispatch.

If this timeframe has passed and your order has not arrived, please contact us so we can initiate an investigation with Japan Post and the local postal authority.

Postal investigations may require additional time depending on the destination country.

If tracking indicates “Delivered” but you have not received the package, please first check with:

  • Household members
  • Neighbors
  • Your local post office

If a parcel is returned to Japan due to:

  • Non-collection
  • Incorrect address provided by the customer
  • Refusal to pay customs duties or VAT

Reshipping may be possible at the customer’s expense.

If reshipping is not possible, any refund (if approved) will be determined at Aozora’s sole discretion and may depend on the condition of the returned goods.

5. Important Limitations

Aozora is not responsible for:

  • Variations in product color, shade, scent, or texture compared to website images
  • Packaging updates made by manufacturers
  • Individual skin reactions, sensitivities, or allergic responses
  • Customs delays or postal service interruptions

Customers are responsible for reviewing product details carefully before purchasing.

All products are sold under a parallel import / personal import framework in accordance with applicable regulations.

6. Customer Support

For questions regarding returns or shipping matters, please contact:

aozora.shamaim@gmail.com

Customer service is available in:

  • Hebrew
  • English
  • Japanese