ZenLuxe is an online marketplace connecting sellers of mainly pre-owned designer items in Japan with overseas users.
With hundreds of Japanese stores and tens of thousands of pre-owned designer items available at any given time, ZenLuxe gives overseas users direct access to the world's highest quality resale market. Buy from one, two or as many stores as you like, with the same cart, and ZenLuxe will check your items before carefully packing and shipping them internationally.
ZenLuxe is operated by ZenGroup Inc., an ever-growing Japanese company with a global focus located in the heart of Osaka. Other web sites owned and run by ZenGroup Inc. include Zenmarket.jp, ZenPlus.jp and ZenPop.jp. Please check ourcorporate 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 items from Japan!
All three sites are owned and operated by ZenGroup Inc. in Osaka, Japan, but are all slightly different.
ZenLuxe.jp is similar to ZenPlus.jp, an online mall that provides a simple, streamlined shopping experience for items sold by stores in Japan. The main differences are:
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. It also ensures that itmes on the ZenLuxe marketplace are genuine and authentic.
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.
Both ZenLuxe.jp and ZenPlus.jp are very different from ZenMarket.jp regarding how orders are placed, paid for and shipped.
The ZenLuxe sellers' agreement compels all storefronts on our platform to list only authentic items. Japanese laws regarding selling non-genuine brand items are very clear, penalties are harsh, and importantly, authoroties do their best to protect buyers in general.
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!
Yes, ordering on ZenLuxe.jp requires users to sign up for a free account. You can use your email, Facebook account or Google account to sign up.
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. In the event that a payment has been made, but the order is not listed as paid on your account page, please contact our customer support team who will assist you.
Possible reasons include:
With Standard free shipping we ship to all countries and territories that Japan Post EMS Service delivers to. With Express shipping, we ship to all countries and territories that courier companies like FedEx, UPS and DHL delivers to.
Standard shipping with Japan Post EMS is free of charge on ZenLuxe.jp. Express shipping with courier requires an additional fee which is added during checkout. To see the estimated shipping fee, open yourshopping cart page.
Shipping times can vary, but estimates for the total shipping time from the seller in Japan to the customer are:
The seller ships your item to the ZenLuxe warehouse in Osaka, Japan. Our staff checks your item and confirms it is the same item as described in the listing. All items in your order are then consolidatated into a single package and shipped internationally.
Domestic shipping from the seller to the ZenLuxe warehouse typically takes 2-3 days. Some sellers may need more time as they might have multiple brick and mortar stores around the country and the order is dispatched to one of their stores before shipping to ZenLuxe.
International Standard shipping from from the ZenLuxe warehouse to the customer typically takes 7-14 days. If the parcel is held in customs, it may take longer than this. International Express shipping from the ZenLuxe warehouse to the customer typically takes 2-5 days. Courier companies usually handle customs procedures in the destination country making the process faster.
Domestic shipping within Japan from the seller to the ZenLuxe warehouse is handled by each seller who chooses their preferred carrier.
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 single international shipment. Items from orders with different order numbers cannot be combined.
Standard shipping (free): Ships from our warehouse with Japan Post EMS and is delivered via local postal services. Parcels typically arrive within 9-21 days.
Express shipping (additional fee required): Delivered by international couriers such as FedEx, UPS, DHL and their partners. Packages typically arrive at their destination within 4-10 days.
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 for standard shipping and international couriers such as FedEx, UPS, DHL and their partners to ensure safe delivery.
It is not possible to choose carrier. Standard shipping (free) is always shipped by Japan Post EMS. Express shipping is delivered by FedEx, UPS, DHL and their respective partners.
Yes, if the batteries are contained within the item (e.g., a wrist watch or similar) and the destination allows such imports.
NB: Separate 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. This can happen when a seller is late updating their stock availability. Please remember that most sellers on ZenLuxe have brick and mortar stores or other channels where they also sell their items.
Another reason this can happen is that the destination country does not allow for the item to be imported. Examples of this are exotic materials such as certain types of leathers and liquids such as perfumes. When an item is at risk of not being allowed for shipping an information box will appear on the product page.
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:
Please contact customer support before returning any item and for details regarding returns.
ZenLuxe updates the prices during each day to reflect the most recent currency exchange rates. This means that in the case of a refund, 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 as soon as possible after delivery. If applicable our 30-day return policy will cover any issues, 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 two weeks. If the original buyer does not agree to resend the parcel, 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, please review and adhere to your local laws and regulations.
Please 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.
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