Here are some frequently asked questions. Please check before contacting us.
About our products
Q.I would like to know the procedure of care.
After washing your face, use in the following order: serum, horse oil, and lotion.
If you use toner after horse oil, you may be worried that the toner will bounce off the horse oil and not penetrate into the skin. However, since human skin easily blends with oil, natural horse oil without emulsifiers will quickly blend into pores even if it enters first, leaving room for moisture to enter.
Since the use of horse oil also increases the penetration rate of lotion, please apply a generous amount of lotion after horse oil.
For detailed instructions, please see “How to Use Horse Oil.”
For detailed instructions, please see “How to Use Horse Oil.”
Q.Where should I use horse oil?
Most people use it on their faces, but it is not only for use on the face. Horse oil can be used in a variety of ways all over the body.
It is recommended for hands, nails, elbows, heels, and even hair.
For detailed information on how to use horse oil, please see “How to Use Horse Oil“.
It is recommended for hands, nails, elbows, heels, and even hair.
For detailed information on how to use horse oil, please see “How to Use Horse Oil“.
Ordering at the official online store
Q.I cannot log in to My Page.
There is a possibility that your e-mail address or password is incorrect.
Please check your information again to make sure you have entered the correct email address and password. You can log in with your “registered e-mail address” and “password”.
If you have forgotten your password, please click “Reissue Password” to reissue your password.
*Please note that we will not be able to reissue a password if you have forgotten or changed your registered e-mail address.
Please check your information again to make sure you have entered the correct email address and password. You can log in with your “registered e-mail address” and “password”.
If you have forgotten your password, please click “Reissue Password” to reissue your password.
*Please note that we will not be able to reissue a password if you have forgotten or changed your registered e-mail address.
Q.I forgot my password.
If you have forgotten your password for the official online store, you can reissue your password by entering your registered e-mail address from “Reissue Password“.
*Please note that we will not be able to reissue a password if you have forgotten or changed your registered e-mail address.
*Please note that we will not be able to reissue a password if you have forgotten or changed your registered e-mail address.
Q.Credit card payment fails and purchase cannot be completed.
We have introduced a personal authentication service (3D Secure) to our credit card payment system.
Therefore, if an error occurs when using card payment, please set up the identity authentication in the system of the company that issued the credit card.
The main reasons for authentication failure are as follows.
Example 1] Because you have not set a password for the “3D Secure 2.0” identity authentication service provided by the credit card company.
Example 2] Because the “3D Secure 2.0” password you entered is different from the actual one (because you entered it incorrectly).
Example 3] We believe that a third party is using your credit card fraudulently.
Therefore, if an error occurs when using card payment, please set up the identity authentication in the system of the company that issued the credit card.
The main reasons for authentication failure are as follows.
Example 1] Because you have not set a password for the “3D Secure 2.0” identity authentication service provided by the credit card company.
Example 2] Because the “3D Secure 2.0” password you entered is different from the actual one (because you entered it incorrectly).
Example 3] We believe that a third party is using your credit card fraudulently.
Q.During the shopping process, I received a message that said, “Illegal page transfer.
Some customers have reported trouble with an error screen that says “Illegal page movement” when using credit card payment.
This error message often appears when the Internet connection is disconnected during shopping, when returning to the previous page from the payment page, when tapping the same button, or when leaving the page unattended for a long period of time.
Please return to the top page and try shopping again.
Please also check the following
(1) Are you using the default browser of your smartphone?
If you accessed the shopping page from an app such as Line, an “Invalid page” error may occur when you make a credit card payment. Please access the site again from your default browser.
If your browser is Google Chrome, it has been reported that the error occurs more frequently.
(2) Check if there are any other tabs open in the browser.
If other Internet pages are open when using an Internet browser, an “Illegal Page Move” error may occur.
Please close other pages and try again.
(3) Is there any browsing history or cache information accumulated?
If there is a history of past website visits or cache information, an “Illegal page move” error may occur. Please delete them and try again.
(4) Are cookies disabled?
If cookies are disabled, an “invalid page move” error may occur. Please enable cookies in your browser or smartphone settings and try again.
This error message often appears when the Internet connection is disconnected during shopping, when returning to the previous page from the payment page, when tapping the same button, or when leaving the page unattended for a long period of time.
Please return to the top page and try shopping again.
Please also check the following
(1) Are you using the default browser of your smartphone?
If you accessed the shopping page from an app such as Line, an “Invalid page” error may occur when you make a credit card payment. Please access the site again from your default browser.
If your browser is Google Chrome, it has been reported that the error occurs more frequently.
(2) Check if there are any other tabs open in the browser.
If other Internet pages are open when using an Internet browser, an “Illegal Page Move” error may occur.
Please close other pages and try again.
(3) Is there any browsing history or cache information accumulated?
If there is a history of past website visits or cache information, an “Illegal page move” error may occur. Please delete them and try again.
(4) Are cookies disabled?
If cookies are disabled, an “invalid page move” error may occur. Please enable cookies in your browser or smartphone settings and try again.
About telephone orders
Q.What payment methods are available?
For orders placed by phone, only COD payment is accepted. There is no COD fee, which is borne by our company.If you order online, you can also choose to pay by credit card or cash on delivery.
Q.I want to order a sale product I saw in the newsletter over the phone.
We apologize for the inconvenience. Campaign information announced in newsletters is only available on the web, and cannot be accepted by phone.
Please register as a member at the official online store before placing an order.
Please register as a member at the official online store before placing an order.
Returns and Exchanges
Q.I want to change or cancel an order.
The deadline for changes or cancellations of products or shipping addresses is 9:00 a.m. on the next business day after the order date. (Closed on Sundays and holidays)
Please be sure to inform us of your order number, name, and the details of the change by e-mail or phone. For customers ordering from the official online store, even if you make various changes or register on My Page after placing your order, the changes will not be reflected in your already completed order.
After the deadline, we will proceed with shipping arrangements, so changes or cancellations will not be accepted.
Once the product has been shipped, you will receive a delivery completion e-mail with a delivery number, so please contact Japan Post by yourself.
If the customer refuses to receive the product or cancels the order after it has been shipped, the customer will be charged for the round-trip shipping and handling fee (in the case of cash on delivery) and other expenses.
Please be sure to inform us of your order number, name, and the details of the change by e-mail or phone. For customers ordering from the official online store, even if you make various changes or register on My Page after placing your order, the changes will not be reflected in your already completed order.
After the deadline, we will proceed with shipping arrangements, so changes or cancellations will not be accepted.
Once the product has been shipped, you will receive a delivery completion e-mail with a delivery number, so please contact Japan Post by yourself.
If the customer refuses to receive the product or cancels the order after it has been shipped, the customer will be charged for the round-trip shipping and handling fee (in the case of cash on delivery) and other expenses.
Q.I want to return a product.
≪In case of our negligence≫
For defective products such as damaged or leaking products, we accept returns only within 8 days of receipt of the product. We will bear the return shipping costs.
We are sorry, but please contact us by phone.
TEL 0120-226-787
≪In case of customer negligence≫
Returns due to reasons on the customer’s side, such as wrong product purchased or product not suitable for the skin, are accepted within 8 days of receipt of the product and only for unopened products. The customer is responsible for return shipping costs.
Please contact us by phone first.
TEL 0120-226-787
For defective products such as damaged or leaking products, we accept returns only within 8 days of receipt of the product. We will bear the return shipping costs.
We are sorry, but please contact us by phone.
TEL 0120-226-787
≪In case of customer negligence≫
Returns due to reasons on the customer’s side, such as wrong product purchased or product not suitable for the skin, are accepted within 8 days of receipt of the product and only for unopened products. The customer is responsible for return shipping costs.
Please contact us by phone first.
TEL 0120-226-787
Q.I want to exchange
≪In case of our negligence≫
If you receive a product that is different from what you ordered, or if the product is defective, such as damaged or leaking, you may exchange it within 8 days of receipt of the product. We will bear the return shipping costs.
We apologize for the inconvenience, but please contact us by phone.
TEL 0120-226-787
≪In case of customer negligence≫
If the replacement is due to the customer’s fault, such as purchasing the wrong product or wanting a different fragrance, it is possible only if the product is unopened and of the same value within 8 days after delivery. The customer is responsible for return shipping costs.
Please contact us by phone first.
TEL 0120-226-787
If you receive a product that is different from what you ordered, or if the product is defective, such as damaged or leaking, you may exchange it within 8 days of receipt of the product. We will bear the return shipping costs.
We apologize for the inconvenience, but please contact us by phone.
TEL 0120-226-787
≪In case of customer negligence≫
If the replacement is due to the customer’s fault, such as purchasing the wrong product or wanting a different fragrance, it is possible only if the product is unopened and of the same value within 8 days after delivery. The customer is responsible for return shipping costs.
Please contact us by phone first.
TEL 0120-226-787