Frequently Asked Questions

A. About ZenLuxe

  • 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.

B. Items

C. Ordering

D. Shipping

E. Customs & Logistics

  • 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.

F. Cancelations & Refunds

G. Customer Support

H. Disclaimer

  • 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.