ZenLuxe is the luxury item part of ZenPlus, an online marketplace connecting Japanese sellers with the rest of the world. With our shopping platform, buying from Japan becomes easy for everyone.
ZenLuxe and ZenPlus are operated by ZenGroup Inc., an ever-growing Japanese company with a global focus located in the heart of Osaka. 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 all the different sellers you have bought from.
ii. The sellers send your ordered items to our warehouse.
iii. Our warehouse staff checks the items to make sure they are the same as in the listings, combine packages 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.
In short:
ZenLuxe.jp is the luxury section of ZenPlus.jp, an online marketplace that provides a simple, streamlined shopping experience for authentic items from Japan. We show you shipping costs at checkout and then choose the delivery method best suited to your order. Individual stores list their products directly on the ZenLuxe & ZenPlus platforms and are bound by contractual agreements. This direct relationship helps us remove risks for customers ordering from overseas.
ZenMarket.jp on the other hand, is a shopping proxy service that assists customers to purchase from Japanese websites where worldwide shipping isn’t normally offered. To order on ZenmMarket.jp customers first add funds to their account that can then be used for shopping. Because it operates more like a freight forwarder than an online mall, the process is less streamlined: shipping costs are calculated upon customer's request and only after items reach the ZenMarket warehouse. The shipment details are customized by the customer, not by ZenMarket. While ZenMarket.jp allows for ordering from a wide range of sites, there is no direct relationship with the stores or private sellers listed.
We take the authenticity of items on our marketplace extremely seriously.The ZenLuxe sellers' agreement requires all storefronts on our platform to list only authentic items. Any violation of this requirement is against Japanese National Law and the National Police Agency, and Intellectual Property Enforcement Units, actively crack down on counterfeit sales, both online and offline. Major marketplaces in Japan including ZenLuxe and ZenPlus have strict anti-counterfeit policies to comply with these laws.
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, but rest assured - our packing team is extremely careful and skilled at what they do.
Yes, everyone who signs up for the first time receives a promo code for their first order. Please check the email you received when you signed up.
Yes. Signing up for an account grants access to many helpful features, and and account will be created automatically when you finalize your order, if you have not already signed up.
Within two hours from placing the order you have the option to cancel it without any fees. This is the only way to change your order. Once an order is placed and two hours have passed, additional items cannot be added, and the order cannot be canceled. Any extra items will require a separate order.
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:
In general, we ship to any country our delivery partners will service at any given time. For the most current details these sites will be most accurate:
On ZenLuxe.jp standard shipping with Japan Post EMS is free worldwide. Shipping costs for Express delivery by couriers such as FedEx, UPS and DHL depend on the product and shipping carrier. When you add a product to your cart and choose a shipping method, the fee will be calculated before you place the order. Please check your shopping cart page.
Sellers ship to the ZenLuxe warehouse in Osaka and once all items arrive, they are consolidated and shipped internationally. Shipments from sellers to our warehouse can take 2-3 days and in some cases up to a week. For international shipments:
Please feel free 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: Free worldwide shipped with Japan Post EMS and delivered in the destination country by the local post carrier. Parcels typically arrive within 7-14 days after being sent out from ZenLuxe the warehouse. Please note that the local customs process in the destination country may delay delivery.
Express shipping: Delivered via an international courier such as FedEx, UPS and DHL. It is faster but requires an additional fee. Parcels typically arrive within 2-4 days after dispatch from the ZenLuxe warehouse.
Note: For Express shipping by courier service, we are not able to choose a specific courier.
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.
For Standard shipping which is free worldwide, we use Japan Post EMS. Japan Post relies on local postal services in each destination country.
For faster deliveries by courier we use companies such as FedEx, UPS and DHL. Deliveries by courier are labeled Express Shipping on ZenLuxe and require an additional fee.
No, for Standard shipping we only use Japan Post EMS. For Express shipping by courier, we use FedEx, UPS and DHL, but we can unfortunately not offer the option to choose a specific courier.
Yes, if the batteries are contained within the item (e.g., a wrist watch or similar) 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 your local postal service or the delivery/courier company delivering your parcel.
Once in the hands of the customs authorities of your country, your parcel 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 within 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.
ZenLuxe allows returns 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 and contact us as soon as possible, but no later than 30 days after reciept or we may not be able to process your claim.
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.