ZenLuxe is an online marketplace connecting exclusive and authentic Japanese items with the rest of the world. With our shopping platform, you can buy directly from Japan while overseas!
With more than 3,000 stores and 5 million products to our name, you're bound to find whatever it is you're looking for from the Land of the Rising Sun.
ZenLuxe is operated by ZenGroup Inc., an ever-growing Japanese company with a global focus located in the heart of Osaka. You can check our corporate site for more details.
Here's a breakdown of the order process on ZenLuxe:
i. After you place an order, we notify the seller.
ii. The seller sends your ordered items to our warehouse.
iii. Our warehouse staff checks the items and prepares them for international delivery.
iv. We notify you by email when your parcel ships out from our warehouse, and then display your tracking number in the
Orders section of your account page.
v. The parcel reaches your door, and you get to enjoy your goodies from Japan!
ZenLuxe.jp is an online mall that provides a simple, streamlined shopping experience for authentic products from Japan. We show you shipping costs at checkout and choose the delivery method best suited to your order, allowing you to focus on shopping! Individual stores list their products directly on the ZenLuxe platform and are bound by contractual agreements. This direct relationship helps us minimize risks such as damage during delivery or defective merchandise.
ZenMarket.jp is a shopping proxy service that helps you purchase from Japanese websites where worldwide shipping isn’t normally offered. Because it operates more like a freight forwarder than an online mall, the process is less streamlined: shipping costs are revealed after your items reach the ZenMarket warehouse, and you must customize shipment details yourself. Also, ZenMarket.jp does not have a direct relationship with the stores listed on it, so issues like product defects or authenticity may arise.
The ZenLuxe sellers' agreement compels all storefronts on our platform to list only authentic items.
If you receive an item that you think may not be authentic, please send photos or videos along with a detailed description to our support. Through our buyer’s protection policy, you may be eligible for a full refund.
No, unfortunately not.
We don't currently have an automatic notification feature for restocked items. However, ZenLuxe has plenty of listings from various sellers, so please check back frequently for alternate listings.
Unfortunately, due to inventory management reasons, we're unable to request additional photos from sellers.
All items are individually listed by our sellers, so we cannot request changes to the listing details. We will, however, ensure that prohibited items are removed.
To ensure prompt delivery, we unfortunately cannot fulfill specific packing requests.
Yes, everyone who signs up for the first time receives a promo code for their first order. Also, check out our Discounts section or watch for special sales!
Signing up for an account grants access to many helpful features, though you can place your first order without one.
Once an order is placed, additional items cannot be added. Any extra items will require a separate order.
We accept Apple Pay, GPay, major credit cards, bank debit cards, and PayPal.
For security, we cannot view payment error details. Please provide proof of payment (transaction ID, screenshots, etc.) to our customer support team.
Possible reasons include:
We ship to all countries where our delivery partners operate.
Shipping costs depend on the product and shipping method. When you add a product to your cart and choose a shipping method, the fee will be determined. Please check your shopping cart page.
Sellers ship to the ZenLuxe warehouse; once all items arrive, they are consolidated and shipped internationally. Domestic shipments take a few days (sometimes up to a week), while international shipments can take several days to weeks, depending on the shipping method. Please note that Express Shipping applies only to international shipping.
Please contact our support team from the Orders section on your account page if you have any questions.
We combine items ordered in the same cart into a single shipment. Each order number represents a distinct shipment.
Standard shipping: Delivered via local postal services, it is cheaper but slower—parcels may take several weeks.
Express shipping: Delivered via an international courier, it is faster but pricier—parcels typically arrive within 2-4 days after dispatch.
Note: Depending on your country’s service availability, both methods may not always be available.
Yes, all packages are trackable. The tracking link appears in the Orders section once your parcel has shipped.
In the Orders section of your account page.
We use Japan Post and other international couriers to ensure safe delivery. Each service is categorized as Express or Standard on our site.
We automatically choose the best courier based on your selected shipping type.
Yes, if the batteries are contained within the item (e.g., a video game console or laptop) and the destination allows such imports.
NB: Lithium batteries (e.g., chargers, mobile batteries) cannot be shipped overseas.
No, we can't change the declared value.
No, we can't mark the item as a gift. We are obligated to mark all items as merchandise.
Fee amounts and requirements depend on your country and its customs regulations. As such, we unfortunately aren't able to provide customs fee estimates or advice on our end. Please check with your customs office for specific info about your case (such as the US Customs Office).
It is the buyer’s responsibility to pay any duties charged. Our service does not cover customs duties and import taxes.
Since the IOSS was first introduced on July 1, 2021, we have been informed by the postal service that there are still several ongoing issues that may cause VAT payments to be unsuccessful. The vast majority of our orders to the EU are unaffected by these issues, however, if you are asked by either the customs authorities or the post office to pay VAT for your order, you are required to pay.
Please be sure to request a receipt for this payment and send a copy to our support. Upon receiving your receipt, if we are able to verify that you were mistakenly charged twice for VAT, we will be able to refund the VAT payment that you had initially made to us.
We are sorry, but we’re unable to contact the customs office of your country regarding your order. For the vast majority of orders, the customs process is completed within a few days, but in some rare cases, it can take weeks. If retention is indicated, please contact the post office or the delivery company.
Once in the hands of the customs authorities of your country, your order processing time is completely at their discretion. If for some reason your item is held in customs for an extended period of time, we apologize for being unable to do more and humbly ask for your patience until it is released.
Orders can be canceled free of charge for two hours after placement. Cancel via your Orders page. For returns after receipt, see F-4. I want to return/replace an item or get a refund.
We're sorry for the inconvenience. If you haven't received a cancellation email, please contact us.
The full price and shipping fee of canceled items will be refunded. For multi-item orders, refunds for non-canceled items will process after shipment. Refunds are issued within three business days; card refunds may take additional days.
Items cannot be exchanged. If an item is canceled, you'll receive a full refund for that item’s price and shipping fee. The remaining items will ship as normal.
For orders on/after October 1, 2024 (JST), returns are allowed within 30 days of receipt, depending on the reason:
Non-returnable items include food, medicine, and opened media. Please contact customer support before returning any item. For details, contact us.
Due to currency fluctuations, the refunded amount may differ from the original charge in your local currency. Refunds are based on the JPY amount received at the time of order.
Check your junk mail folder and settings. The confirmation email may have been marked as spam.
Also verify your email address for accuracy during registration. You may try signing up again or resending your confirmation code.
If these suggestions don't work, please contact us.
We strive to reply quickly, but due to high volume, it may take 24 hours or more. Our office hours are 9am to 6pm, Monday through Friday.
We cannot provide seller contact information. If you have questions, please send them to us via our customer questions page.
We’re sorry for the inconvenience. Please send photos or a video of the item and packaging. Keep all tags, boxes, and documentation. Contact us within one week of delivery; after that, claims cannot be accepted.
In some cases, you may need to file a complaint with your local courier or post office with supporting documents.
Possible reasons include:
We will contact you regarding returned parcels.
Returned parcels are stored for 2 weeks. If not resent, contents will be disposed of.
If you have an account, please contact us from your account page. Otherwise, use our contact form.
Prior to purchasing dangerous goods or medicines, please review and adhere to local laws and regulations. Consult healthcare professionals for personalized advice, and read all product information and warnings.
Follow manufacturer guidelines for storage and handling. Check shipping restrictions to avoid legal issues. ZenLuxe and ZenGroup Inc. are not liable for misuse or non-compliance.