Frequently Asked Questions

Our customers are our priority and we are happy to talk through any questions you might have regarding your experience with The Tokyo Charm.

 Please read through the Frequently Asked Questions below first before contacting us.


What is The Tokyo Charm Box

This is a monthly mystery Japanese self-care box filled with full or deluxe sample sized Japanese skincare, makeup, hair, bath products & lifestyle goodies . You can choose to receive the box as a once of gift, monthly or multiple month.  

Can I receive a free box to review on my blog & social media accounts (Youtube, Instagram, TikTok etc.)?

We do offer free box for sponsored reviews. We would love to send boxes to all those who request it, however we have a limited quantities of boxes to send for free. Please feel free to send your request to our support and we'll get back to you! Make sure to provide as much relevant information as you can, name, links, monthly statistics and other information that could help us make a decision. 


Why my payment didn't go through?

Make sure you are using a credit card to order.

Payment error can occur if your credit card has expired or if you have insufficient funds.

If you are still having issues with your payment card, please contact your bank first. 

What payment methods are available?

Currently, we accept payments through all major credit cards (Visa, Mastercard, American Express etc.)

When will I be charged?

The initial charge is made immediately after your first order. Next payments will be processed the 1st (JST) of the month (or once every 3 months depending on your subscription plan). Payments are made the month before the box has been shipped. For example, if you subscribed from January 25th to February 25th you will get the March box. If you wish to cancel your subscription, you will have to do so prior to the next recurring charge. We won't be able to issue a refund for orders made after the recurring charge. 

How do I get a refund?

If you have a case regarding lost and damaged packages or missing items, please contact Support to see if you qualify to receive a refund. Please be sure to submit information such as your name, the order number, the reason for requesting a refund. Please provide as much information as you can such as photos. Canceling a subscription does not automatically give you a refund as canceling subscriptions only cancel future renewals and shipments. Failure to cancel a subscription before the next billing date will not be automatically refunded. 


How do I cancel my subscription?

Sorry to see you go! You can cancel anytime via your customer portal. If you would like to cancel, log into your customer portal and click the “cancel” button. Your subscription will be cancelled upon request and you won't receive any additional boxes other than the ones you paid for. If you change your mind later about the next boxes and want to renew your subscription, you will have to create a new order. You will receive a confirmation of the cancellation via email shortly after completing the cancellation process. Please be sure to cancel your subscription before your billing date to avoid renewing your subscription for the next cycle. 

What's your pricing in my country's currency?

Prices are in USD. We only process payments in USD.Your bank will process the currency exchange so be aware that the pricing will be different. Also, since we only process payments in USD, we also only process refunds in USD. 

When I sign up for a 3 months plan, is it all charged up front?

Yes. You are charged in advance the full price for your subscription plan. 

Common Questions 

Are there any additional shipping fees such as International customs & taxes?

We do not charge for customs and taxes. Please keep in mind that customs and taxes can be collected by your country at the time of delivery. We are not liable for extra charges that you may receive as we do not have control over the import taxes.We also understate the value of our crates so that they are less likely to be charged customs fees.If you decide to refuse the shipment to avoid paying customs fees, we can refund you the cost of the crate but not the shipping. 

Do you ship to my country?

We can ship to the following countries:
Indonesia, South Korea, Cambodia, Singapore, Taiwan, Thailand, Brunei, Hong Kong
SAR, Macao SAR, Vietnam, Malaysia, Maldives, Laos, Guadeloupe, Anguilla, Antigua & Barbuda, Aruba, Bahamas, Barbados, Belize, Bermuda, Cayman Islands, Dominica, Dominican Republic, Grenada,Guatemala, Honduras, Jamaica, Montserrat, Nicaragua, Panama, St.Lucia, Trinidad & Tobago, Turks & Caicos Islands, Iceland, United Kingdom, United States, Andorra, Armenia, Austria, Guernsey, Netherlands, Cyprus, Croatia, Greece, Greenland, San Marino, Jersey, Gibraltar, Spain, Sweden, Switzerland, Slovakia, Slovenia, Serbia, Czechia, Denmark, Turkey, Germany, Norway, Hungary, Finland, France, Bulgaria, Belgium, Bosnia & Herzegovina, Poland, North Macedonia,
Malta, Monaco, Montenegro, Liechtenstein, Romania, Luxembourg, Australia, Kiribati, Cook Islands, Samoa, Solomon Islands, St. Barthélemy, New Caledonia, Tonga, Tuvalu, Fiji, Papua New Guinea, Timor-Leste, Vanuatu, New Zealand, Nepal, Sri Lanka, Bangladesh, Bhutan, Pakistan, Haiti, Ecuador, Colombia, St. Martin, Suriname,Chile, French Guiana, Venezuela, Bolivia, Peru, United Arab Emirates, Israel, Oman, Bahrain, Kuwait, Jordan.

How long does shipping take?

All international orders have an estimated 7 to 30+ business days for delivery.

When is my renewal date?

If you purchased a The Tokyo Charm Box subscription, your subscription will renew on the 26th of the month in which your subscription period ends. Example: You purchased a monthly subscription on June 26th -our box ships on during the first week of July, and your next renewal will be July 26th for our August box shipping during the first week of August.

How much is shipping?

Shipping to international destinations is based on your country. It ranges from $0 to $10 depending on your country.

Please check on Shipping Policy