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FAQ

Online shopping

What is the availability of the items listed on the site?
All items sold on Kinscent.com are available. If you would like to order a large quantity of a particular item, please contact Customer Service via Contact Us.
What do I need for optimal browsing when visiting Kinscent.com?
To make your experience at Kinscent.com, we recommend using the latest version of your chosen web browser. If you use an older version to access our website, we cannot guarantee that all of its features will function properly. Please also note that your browser must accept Cookies and support SSL.
How accurate are the color indications and scents on the Internet?
We try to faithfully reproduce the colors and scents displayed from the actual products, but they may appear slightly different depending on your device. Also, regarding fragrance, there are product differences, and the perception of fragrance varies depending on how the product is used, so we recommend that you refer to the descriptions and images before making a purchase.
The site is blocked, and I cannot see it. What should I do?
It is possible that the site security system has detected some behavior during your visit and is temporarily preventing you from viewing the site. Please try another telecommunications method or environment or wait a while and try again (In some cases, this may take several hours).

Orders

How can I get assistance with my online order?
Please feel free to contact our Customer Service Department via the “Contact Us” section.
Can I change the contents of my order?
Once an order has been placed, it is not possible to change the contents of the order (e.g., change the products ordered, change the registered name and address, etc.).
Please check the information you entered carefully before placing your order.
Please note that we cannot accept any cancellations and refunds of orders after purchase. Cancellations will not be accepted after an order has been processed for shipping, even if the order has not yet been shipped.
Can I change the shipping address after an order has been placed?
After an order has been placed, even before shipment, changes cannot be made to the products ordered, the order information, or the shipping address information. Please check the information you have entered carefully before placing your order.

Please note that we cannot accept cancellations of orders after purchase. Cancellation of an order after it has proceeded to the shipping procedure is not accepted, even if the order has not yet been shipped.

I have confirmed my order, but I haven’t received my order form yet.
It may take a few minutes for the order form to arrive after you have placed your order. Also, depending on your e-mail settings, the message may have been delivered to your “junk mail” inbox. If you still do not receive the e-mail, please contact our customer service via Contact Us.
I have confirmed my order, but I have not received an “Order Confirmation” e-mail.
The “Order Confirmation” e-mail may be sent after a few minutes. If you do not receive the “Order Confirmation” e-mail after waiting a few minutes, the following cases may be considered;

1. You made a mistake in entering your e-mail address during registration

2. Your order was not completed successfully
Please check your order status from “Order History” after logging in

3. The email has been sorted into the spam folder
Depending on your provider, emails from Kinscent.com may be classified as “Spam mail”. Please check your Spam mail box folder before contacting us

4. Receiving capacity limitation by your provider
Errors may occur in receiving e-mail due to the capacity limitation of your provider.
Please contact your provider.

5. Receiving rejection setting
There is a possibility that your mailer is set to reject incoming e-mails.
Please set up your mailer to receive the following an e-mail addresses

info@kinscent.com

The setting method differs from company to company, so please inquire with your mailer.

Can I resend my order e-mail?
If you have not received the automatic email regarding your order, we cannot resend the email.
You can check the status of your order by logging into “Order Information” and clicking on “Order History”.
Is there any possibility that my order will be canceled after receiving the order e-mail?
Normally, an order e-mail is sent after the order process is completed. However, in exceptional cases, an order may be canceled after the order e-mail is sent in the following cases

  • When multiple customers order the same item at the same time and there is insufficient stock or the item to be shipped is incomplete.
  • When it is determined that the order cannot be shipped due to the contents of the information registered at the time of order, etc.
  • When final payment cannot be completed successfully at the time of shipment.
  • If we are unable to accept your order due to excess purchase limits
  • When it is confirmed that the order cannot be shipped for any other reason.

If we are unable to ship your order, we will notify you by e-mail as soon as possible. In such cases, we will cancel the order and ask the customer to place a new order from the products listed on this site, as we will not be able to secure the same products. In this case, we will cancel the order and ask the customer to place a new order from the products listed on this site.

What is the status of a pending payment?
The status of “pending payment” indicates that the system is still in the process of approving your credit card. Once that is successfully completed, we will receive your order. If the order is not successfully completed, the status will change to “Canceled” after a while, and you will be asked to place another order.
My order has been canceled. Why is this?
The status of your order has been automatically changed to “Canceled” because the order was not successfully processed and we were not able to receive your order. If your order has been canceled, please place your order again.
I cannot place an order. Is there a problem with my credit card?
Please contact your credit card company directly for authorization to use your credit card due to personal information. When you contact us, please inform us of the date, time, and amount of your spending at the Kinscent.com. Also, since some overseas systems are used, your credit card may not be approved due to inadequate security functions such as fraudulent use prevention, setting of the Identity authentication service (3D Secure), or PIN, etc. Please check with your credit card company as well.
I put an item in my shopping cart and proceeded to the order process, but was unable to purchase it. Why is this?
Please note that the product is not secured at the time you place the product in the shopping cart, so the product may have gone on sale during the order process and you may not be able to complete the order process. After placing the items in the shopping cart and entering the recipient’s information, order information, and credit card information, and clicking “Place Order / Confirm Payment,” an automatic order confirmation e-mail will be sent once the order has been approved by the credit card company and the procedure has been successfully completed. Please note that we have registered your account with an incorrect e-mail address.
I registered an account with an incorrect e-mail address. What should I do?
Please log in to your account with the information you used when you registered, and correct the information in your profile as soon as possible. Please note that if you register an incorrect email address, an email will be automatically sent to that address.
The corrected account information will be reflected in your next order.

Gifting

Is gift wrapping available?
With the exception of some items, all gift orders are shipped in a special box with a ribbon. We generally do not offer this service at the moment, so please contact us via Contact Us for more information.
Can you include a message card?
Normally, we do not accept this service. Please contact us through Contact Us. If you are approved to send a message card by our customer support, we will ask you for the content of the message card. Blank paper for the message card will be provided. Since the message is automatically printed, we cannot respond to individual requests such as changing the type or size of the text. Please note that some special characters (pictograms, etc.) and rare foreign languages cannot be printed. Depending on the content of your request, we may not be able to fulfill your request. Also, please understand that it will take longer to ship if you request a message card.
I would like to receive a delivery note without monetary value as a gift.
You can request a delivery note without the amount during the order process. Please place the item in your shopping bag and see your shopping bag. “Do you want a delivery note?” will appear. If so, please check the box and proceed to the order process.
I would like to request delivery without a delivery note as a gift.
You can request delivery without a delivery note during the order process. Please place the product in your shopping bag and see your shopping bag.” Do you want a delivery note?” will appear. If so, please check the box and proceed to the order process.
Can I exchange the gifted product?
For hygiene and safety reasons, we do not accept returns or exchanges, even if the product is unused and unopened.
For information on exchanges, please see “10. Returns and refunds”. Please note that we do not accept returns or refunds.
Does it come with a shopping bag?
Please note that shopping bags are not included at the moment.
Is it possible to order in bulk quantities, such as gift items?
It depends on the availability and delivery date of the desired product, but we may be able to accommodate some products. If you are considering ordering a large quantity as a gift, please contact our customer support through Contact Us.

Delivery

How much is the shipping cost?
Basically, it is included in the product price.
For special orders that require separate shipping charges, we charge a flat rate of 770 yen (tax included) or more per order nationwide. For international shipping, prices may vary, so please refer to a general website. International shipping fees can be found on your account page after purchase.
How long will delivery take?
Domestic (Japanese) delivery times:

  • 3 to 4 business days for all orders placed and validated before 1 p.m. on a business day
  • 4 to 5 business days for all orders placed and validated after 1 p.m. on a business day

UPS Standard delivery times:

  • 8 to 9 business days for all orders placed and validated before 1 p.m. on a business day
  • 9 to 10 business days for all orders placed and validated after 1 p.m. on a business day
  • For delivery to small islands and distant locations: 11 to 20 business days following the order

    • However, Kinscent reserves the right to divide your order into several shipments. Your credit or debit card shall then be charged accordingly to correspond to the price of the products actually shipped. The shipping costs shall only be charged for a single shipment in accordance with the information contained in your order summary.

How do I track my delivery?
To track your order, click on the “My page” link in the upper right corner of the Kinscent.com. Once logged in, you will be able to track your order from the menu.
Do you only ship items purchased on Kinscent.com domestically (in Japan)?
We can ship internationally. For areas where shipping is available, you can check the rates and delivery times on your My Page after purchase. If delivery is not possible, we may have to cancel your order. In such cases, the refund will be made according to the refund rules of your credit card company.
Can I request delivery to a P.O. Box?
For security reasons, we do not accept courier services sent by Kinscent.com, as they are treated as valuables and hand-delivered.
Can you deliver to a delivery box?
As a general rule, we do not accept delivery to a delivery box. If you need a delivery box for reasons such as long-term absence, please contact your local delivery company. However, we cannot accept certain high-value items, items that are deemed difficult to store in a box or items delivered to a P.O. Box or delivery locker. Please also note that we are not responsible for lost or stolen packages after delivery.
Do I need to sign for my order upon delivery?
The recipient’s signature is required upon receipt of the package.
I am on a business trip. Can you deliver to my hotel?
Delivery to hotels is possible. When placing an order, please indicate the name and address of the hotel and the date of your stay in, and we will be able to deliver within the specified time. Please check with us in advance if we can deliver during your stay. If we are unable to deliver during your stay, we will not be able to accommodate your request.
Can you ship multiple orders at once?
We do not accept multiple orders to be shipped together.
Can I specify a delivery date and time?
For domestic delivery (Japan), you can specify the date and time when you place your order.
Please choose from the available dates and times. Other delivery dates and times cannot be specified.

Please note that items subject to purchase restrictions may take longer than usual to be shipped due to account verification or other reasons. Please understand that we may not be able to meet your requested delivery date and time. For details, please refer to Purchase Restrictions.

If you do not specify a delivery date and time, your order will be shipped as soon as it is ready.

Delays may be unavoidable due to traffic conditions or inclement weather.

Please note that during periods when gift orders increase, such as Christmas, New year’s Valentine’s Day, we may not be able to deliver on the specified date and time due to shipping congestion.

Can I check the status of my order?
You can check your delivery status after logging in to your account. If you have any questions, please contact our customer support via Contact Us.

Purchase Restrictions

Are there any purchase restrictions?
This site only accepts orders from individual consumers and corporations that do not intend to resell the products on this site. Under no circumstances are products purchased on this site allowed to be resold or distributed.
In order to allow more customers to enjoy shopping, we place restrictions on the quantity and duration of orders for some products. However, in the past, we have placed restrictions on the quantity and duration of orders for certain products. When we do place purchase restrictions, we will notify you through the availability of the products listed on the product pages of this website.
While we will make every effort to thoroughly manage accounts in the future, we regret to inform you that we may ask you to suspend future transactions with accounts that we deem to be in violation. We ask for your understanding in advance.

Notes on Registered Accounts
We require only one account per person with information that can be officially verified to be that of the customer and that can be used to communicate with us.
We do not permit the creation of multiple accounts with the same or similar information, nor do we permit the sharing of accounts by more than one person (including changing one person’s registration information to another for any reason other than to change one person’s registration information). We also strictly prohibit the use of these accounts to circumvent purchase restrictions on restricted products or other items.

Only credit cards in the account holder’s name may be used to place orders. Inquiries regarding orders will be handled by the order holder only.
If we observe such activity, or if we otherwise deem it to be in violation of our policy, we may ask you to provide identification (identification document printed with both your name and address, or passport if you reside outside of Japan), cancel your order, delete your account, or suspend future transactions in some cases.
Also, due to the above reasons, shipping of products subject to purchase restrictions may take longer than usual due to account verification and other reasons. We ask for your understanding in advance.

Payment

What payment methods does Kinscent.com accept?
Your purchases can only be paid by credit or debit card: Visa®, MasterCard®, American Express®, Maestro®, JCB®, Union Pay®. You must provide your credit or debit card number, expiration date, and card security code on the page provided for this purpose. Please note that we may not accept cards issued overseas.
Is payment secure?
Kinscent.com has a secure credit card payment system. URLs beginning with “https” indicate a secure environment.

Kinscent.com uses the Verified by Visa®, MasterCard SecureCode®, J/secure®, and American Express SafeKey® identity authentication systems. These identity authentication systems are used to authenticate you when you shop online. These identity authentication systems are used to provide double or triple protection against unauthorized use of your card when shopping online. You must use these systems by providing the information necessary to authenticate your identity in accordance with your credit card company’s terms and conditions and the instructions of your credit card company. If you have any questions regarding authentication systems, please contact your credit card company.
When shopping at Kinscent.com, a pop-up will appear when you proceed to enter your credit card information. There are two types of pop-ups: one for entering your pre-registered password and the other for entering a one-time password. Please contact your credit card company for details, as it depends on the credit card you have.

Kinscent has security measures in place regarding access to and use of your personal information. However, please note that no data transmission over the Internet can be guaranteed to be 100% secure, and information disclosed online may be collected and used by parties other than the intended recipient.

Can I use credit cards issued overseas?
We accept international credit cards. However, you will need to enter the overseas billing address associated with the credit card when placing your order.
Can I use a credit card in another person’s name?
No, we do not accept credit cards in the name of another person.
Please use a credit card in the name of the person who placed the order. If the credit card holder is different from the person who placed the order, we may not be able to accept the order.
When will my credit card be debited?
Your credit card or another payment method will not be debited until your order has been accepted and submitted. However, upon placing your order, your credit card or another payment method may show a reserved amount.
What is a payment card security code?
It is a unique code consisting of three or four digits that ensures the security of distance-selling transactions. This code can be found on the back of the credit card in the signature area.
– On the back of the credit card, in the signature area, consisting of three digits (e.g., Visa or MasterCard)
– Or on the front, above the card number, consisting of four digits (e.g., American Express)

When is the timing of credit card payment after an order is placed? Also, is there any chance that the payment will not go through?
Kinscent.com will proceed with the confirmation process after your order is placed, and your card will be charged at the time your order is shipped.
However, the amount may appear as a credit limit after your order is placed.
The closing date and debit date may differ depending on the credit card company, so please contact your credit card company for details.

If the final amount payment is not completed successfully at the time of product shipment, we will contact the customer through My account as soon as possible, as we will not be able to ship the ordered products. In such cases, your order will be canceled and you will have to place another order from the products listed on our website, but we will not be able to secure the same products for you.

Can you issue a receipt?
A statement of delivery and the amount of the order will be issued in the name of the person who placed the order and can be used as a receipt. This can be obtained from My Page.

Returns and Exchanges

Can I return or exchange items purchased on Kinscent.com?
We do not accept any returns or refunds for items purchased on Kinscent.com.

If you wish to exchange an item due to an item being shipped in error, please contact our customer support at Contact Us. If your return is approved, please then fill out the Exchange Request Form and return the item(s) you wish to exchange along with a complete set of accessories. The customer is responsible for the shipping costs of returning the item for exchange.

After checking the condition of the returned merchandise, we will process the exchange. As a general rule, exchanges can only be made once for the same product of the same price, color, size, and fragrance, and only if the product is in stock. Please note that we may not be able to fulfill your request depending on the condition of the product and the number of items in stock.

In any of the following cases, we may refuse the exchange and send the product back to you.　

  • If you do not contact our customer support desk in advance
  • The returned merchandise arrives more than 3 days after the date the customer received the merchandise
  • If you do not contact our Customer Support Desk within three 3 days from the date you received the returned merchandise
  • There are signs of having been used
  • Some parts of the product are missing
  • Accessories that were included with the product when it was shipped from our company are missing
  • The product has been processed in some way since it was shipped from our company

In principle, the cooling-off period does not apply to mail-order sales (Internet sales).
In addition, if a price revision is made during the exchange procedure, the price of the newly selected product will be applied at the time of payment of the difference, which may result in a change in the difference.

Please note that we do not accept orders for the purpose of securing replacement items. Please be sure to contact our customer support in advance via Contact Us regarding replacement items.

I received an item purchased on Kinscent.com as a gift. Can I exchange or return it?
We do not accept returns or refunds.

For hygiene and safety reasons, we do not accept exchanges, even if the product is unused and unopened.

Can you send me samples?
We do not send samples. We recommend that first-time buyers try a small amount at a time.

Account Registration

Why register an account with Kinscent?
You can access the following information at any time from your device Shopping bag

  • Go to your cart
  • Manage your account information
  • Order history
  • Subscribe or unsubscribe to our online newsletter

Request for Account Registration
We request that each person register only one account with us with information that can be officially verified as his/her identity and used to communicate with us.
If we discover multiple accounts with the same or similar information, or if we discover that one account is being used by more than one person, we will ask you to provide us with identification documents (identification documents printed with both your name and address, or your passport if you live outside Japan), and in some cases In some cases, we may delete your account.

When registering an account, please use the information of the person who placed the order.
If you register your account at the same time as your first order, your order information and shipping address may be different, and your account may be registered with the shipping address information.
To register an account when the order information and shipping address are different, please be sure to correct the order information in the “Billing Address” field on the payment screen after entering the shipping address information on the shipping screen, and then register the account.
(*Because the shipping address information is automatically reflected in the “Billing Address” field on the payment screen when the order is placed for the first time, the shipping address information may be registered as account information if the “Billing Address” field is not corrected.)

Since orders placed on this site are shipped using domestic shipping companies, we ask that you enter your account information in Japanese or English as a rule when registering your account.

I forgot my password. How do I log in to my account?
Please click on your account and go to “Forgot your password? Enter the email address you registered when you created your account and we will send you an email to reset your password.
How do I change my account information or cancel my e-mail newsletter subscription?
If you wish to change your account information, please log in to your account and follow the procedure;

  • Information that can be changed
  • Change your account e-mail address or password
  • Edit or delete your registered address
  • Subscribe or unsubscribe to our newsletter
How do I make changes or delete my Kinscent.com account?
You can delete your account by going to My Page and selecting Delete Account. Please note that subscriptions purchased in the current month will be automatically canceled with the next month’s shipment.

Newsletters

What information will I receive if I sign up for your newsletter?
Our newsletter is your first stop for information on new collections, events, academic and applied research, research findings, and more.
We will send you our newsletter on a regular basis, but you can rest assured that your e-mail address will not be shared with any third party.
How can I sign up for your newsletter?
You can register directly by clicking the “Subscribe” link on Kinscent.com.
If you have a Kinscent.com account, you can manage your newsletter subscription via the dedicated section in your customer account.
How can I stop receiving promotional communications (newsletters, invitations, etc.) from Kinscent?
You can, at any time, easily unsubscribe:

  • By managing your newsletter subscription in your Kinscent.com account;
  • By clicking on the “unsubscribe” link included in each promotional e-mail we send you;

    • The unsubscribe process may take several days and emails may be sent several days after receiving your unsubscribe request.

    Cookies

    Do I need to enable Cookies to browse or order from Kinscent.com?
    Kinscent’s use of Cookies is limited to providing you with online shopping services and maintaining a pleasant browsing experience on the Kinscent.com website. You can disable Cookies by changing the setting in the menu.
    What type of Cookies do you use?
    Cookies are backup files stored on your PC, tablet, or smartphone that collect and track data you use on the Internet.
    There are two types of Cookies used on this site.
    Cookies are used to make it easier for you to use the features offered on Kinscent.com.
    Cookies are also used to collect information about a website browser and to improve the services offered based on user usage and preferences.
    How is the information collected by Cookies managed?
    All information collected is anonymized. You may disable or modify Cookies on your PC, tablet, or smartphone at any time, delete Cookies, or delete your browsing history. If you disable Cookies, you may not be able to shop online or use all of the features of Kinscent.com. For the best experience, we recommend that you enable Cookies in your browser.
    How can I manage my cookie settings?
    All information collected is anonymous. You may disable and/or delete Cookies on your computer, tablet, or cell phone at any time, and delete Cookies from your browsing history. We recommend that you do not disable Cookies that are strictly necessary for the website to function. If you do so, you will not be able to place orders online or enjoy the services of Kinscent.com. In order to best manage Cookies for your individual requirements, please set your browser to take into account the purpose of Cookies.

    Security and Data Protection

    Are Kinscent.com’s servers secure?
    Kinscent has security measures in place to protect the personal information you provide against unauthorized access or use.
    However, please be aware that no data transmission over the Internet is 100% secure and information disclosed online may be collected and used by someone other than the intended recipient.
    How can I exercise my rights with respect to personal information that concerns me?
    In accordance with currently applicable regulations, you have the right to access, rectify, delete, and portability your personal information, including private elements, and to request to restrict or oppose the processing of your personal information.

    A summary of these rights can be found in a new window of our Privacy Policy.

    Your own rights apply only to your own personal information. You may not request access to the personal information of others. For this reason, if you wish to exercise any of the above rights, we ask that you first indicate which right you wish to exercise and then provide us with information to authenticate your identity (such as a copy of your ID card, passport, or other approved identification). This measure protects you from unauthorized requests by third parties and enables us to process your request in accordance with our rules.

    If you wish to access, correct, or delete your personal information, we will provide you with the requested information within one month from the date of your request. This deadline may be extended if the request is complex or for legitimate reasons.

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