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FAQ

PRODUCT

How does Onsen Japonica guarantee the highest quality?

Our manufacturing facilities are licensed under the strict pharmaceutical regulations of Japan, ensuring the highest quality and authenticity of all our products. All products are individually batched with all batches tested in Japan under strict Japanese guidelines. Export products are additionally tested by an independent testing company to confirm quality and standards comply with the strictest regulations around the world. These requirements guarantee the product's safety for the consumer.

Is the product authentically Japanese?

Yes! Our products have been designed, manufactured and packaged in Japan. All ingredients are locally sourced and prepared in Japan.

Can I use if I have sensitive skin?

We use low allergenic ingredients and have very good feedback from many users with skin concerns, however every individual’s skin varies. If you are aware of an ingredient that you are allergic too, please check the ingredients listing on each of the products page. Even carefully chosen, gentle ingredients can cause sensitivity for some people. If you are unsure, please perform a patch test on your hand before applying to your face. Discontinue use and contact us if you have an adverse reaction.

Why are products so unique?

We are the only brand to combine Pure and Certified Onsen Water, Nori algae extracted Sacran and Kucya mud within our products. There is strict adherence to long established Japanese traditions of quality and authenticity and 100% natural activators free from fillers and creams.

Are the products made from natural ingredients?

Yes, our Pure and Certified Onsen Water and main active ingredients: Sacran, Fermented Rice Lees and Kucya mud are aimed at delivering enhanced hydration, moisturising and rejuvenation to your skin. All products are naturally sourced in Japan.

What's the difference between the Serum and the Gel?

Both our Serum and Gel utilise the intrinsic benefits of Pure and Certified Onsen Water and Sacran (derived from Nori algae). This ensures quick and deep absorption into the skin of our active botanicals. Our Daily Intensive Moisturising Gel provides deep intensive moisturising morning and night, whilst our Deep Hydrating Night Serum, penetrates into the deep layers of the skin to provide a rejuvenating treatment which improves moisture retention and stimulates skin barrier repair.

Why do you use Pure Certified Onsen water?

Onsen Water is pure and natural. It draws on the traditional health-related benefits sought after by people bathing in Onsens. Our Pure and Certified Onsen Water enhances the absorption of our beauty and treatment products, deep into the lower layers of the skin to deliver many of the benefits of a traditional Japanese Onsen.

What does Pure and Certified Onsen Water mean?

Pure and Certified Onsen Water means it is taken directly from its natural source, 300 metres below the ground. It is not a chemically altered or manufactured water claiming the benefits of a traditional Japanese Onsen. Certified means the Onsen where the water is sourced has been licensed for inclusion into beverages and cosmetics.

What type of skin are the products suited to?

We use natural, pure and certified ingredients without any fillers and creams that clog your pores, therefore the Onsen Japonica range of skincare products can be used on all types of skin.

Are your products tested on animals?

We are against animal testing and none of our products are tested on animals.

Are the products gluten free?

Our principal mission and our duty is to guarantee safe, high quality products for our consumers. Japonica Beauty are committed to upholding consumer's confidence in its products and we endeavor to supply products of consistently high and impeccable quality. We may have wheat germ in some products. Please note that in spite of all the care we take over the traceability of our raw materials, we cannot guarantee that the raw materials used may not have come into contact accidentally with gluten during their manufacturing process at our suppliers.

How do I find the ingredients of a product?

The ingredients are listed on the product page and on the packaging of the Onsen Japonica products. If you have an additional inquiry that is not satisfied by the package or website information, please email us at enquiry@japonicabeauty.com.

WORKING FOR JAPONICA BEAUTY

How do I become a distributor for Onsen Japonica products?

We welcome any enquires regarding joining our team and becoming a distributor. After our South East Asia launch this year we will launch globally, and welcome expressions of interest from experienced distributors all over the world. Please contact us on enquiry@japonicabeauty.com.

MY ACCOUNT

Why should I create an account?

By creating an account you can take advantage of exclusive shopping offers, new product launches, special sampling programs and experience quick checkout when you save your billing and delivery addresses. You can also track your orders and view your order history, allowing you to re-order with ease.

How do I update my account?

Update my Onsen Japonica account now (click on the link)

What do I do if I’ve forgotten my password?

If you have trouble signing in or cannot remember your password, you may reset your password at any time. Follow the instructions on the Log in screen and the system will send you a link via email to reset your password.

ORDERING and SHIPPING

Where do you deliver to?

We offer everyday delivery to all Singapore and Australia addresses for $8 and also deliver to the rest of South East Asia. Email us at enquiry@japonicabeauty.com if you are outside our delivery zones for a quotation on freight.

Your delivery is a Sign-For service that requires a signature on delivery in Singapore and most destinations.

Can I ship to multiple addresses?

Yes it is possible to ship to multiple addresses but each shipment will incur a separate freight and distribution cost.

How will I know if my order has been received?

An order confirmation will appear as the final step in your order process. In addition, you'll receive an email confirmation with an order number and brief summary of your purchase.
If you checked out as a registered user, you can always track your order status here

How do I change or cancel an order?

If you have not yet submitted the order you can make changes, unfortunately once an order has been submitted it cannot be cancelled online. Please email enquiry@japonicabeauty.com if you wish to cancel or change a submitted order.

How long does shipping take?

We will dispatch from our warehouse within 48 hours of payment being received. For orders placed before 1pm on a weekday (UTC +08:00 hrs) the delivery will be dispatched the next working day. Please allow approximately 72 hours for local fulfillment and up to 7 working days for overseas delivery.

How will I hear about offers and promotional codes?

If you sign up for an Onsen Japonica account we will give you exclusive access to special promotions and offers to use during checkout. To take advantage of a special promotion you will need to enter the promo code in your shopping bag or during checkout. The offer will be automatically applied when you checkout. Offer codes are case sensitive and should be entered exactly as they appear. Only one offer code may be used per online order.

How can I pay for my purchase?

At the time of payment all prices stated on our Website are subject to minor fluctuations according to current exchange rates. We accept all major credit card payments via the Zippypay or PayPal platform and all transaction charges are fully borne by Onsen Japonica.
For international customers purchasing from countries outside of Singapore and Australia, kindly note that any taxes or customs fees in regard to your purchase are the responsibility of the customer.

Do you have a safe shopping guarantee?

We provide you with a safe and convenient online shopping experience. When placing an order online, your information is transmitted using Secure Sockets Layer (SSL) technology, an approved industry standard that is used by vendors to ensure the security of online business. It negotiates and employs the essential functions of mutual authentication, data encryption, and data integrity for secure transactions.
One of the ways you can check the security of your connection, take a look at the lower corner of your browser window as you place your order. If you see an unbroken key or a closed lock (depending on your browser), then SSL is active and the server is secure. You can also double-check by looking at the URL line of your browser. When accessing a secure server, the first characters of the site address will change from \"http\" to \"https.\".

RETURNS

Can I return the product?

I am sure you will be very satisfied, however if you wish to return a product we will happily refund, credit or exchange within 14 days. The product must be unmarked, original packaging and unused along with proof of purchase. Postage will not be refunded and it will be your responsibility to return the merchandise in the condition you received it. If damaged goods are received please notify us on enquiry@japonicabeauty.com.

Please return the product to the address below:
Whitebox Retail Logistics
#04-16 Tagore Industrial Building
6 Tagore Dr, 787623
Singapore

For Australian orders, please email us at enquiry@onsenjaponica.com for returns delivery address. For all other countries, please send to the listed Singapore address.

CONTACT US

How may I contact you?

Please contact use via email on enquiry@japonicabeauty.com or use the contact form below:

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