FAQ

If you contact us using the inquiry form, we will cancel your order before it is shipped.

Please contact us with your order number.

If you do not know your order number, please contact us with your name and email address.
[※Please note] Cancellations cannot be accepted on the day of the scheduled shipping date.

Please cancel your order and then place it again.

To cancel, please contact us using the inquiry form. Please state your order number.

Please note that cancellations can only be made before the product is shipped.

If you do not know your order number, please contact us with your name and email address.

Please check that the address is correct and that the email has not ended up in your spam folder.
Or it may be a domain designation, so please check.

Also, if you register using a mobile carrier email address such as @docomo.ne.jp, you may not receive a confirmation email because the carrier's email address is likely to block automated emails.

Please check your email address settings directly.

Cotton gift bags are available for purchase. Please see our Gifts page.

You can choose a gift wrapping option. Please add the name to be written on the gift wrapping in the comments section.

Please note that receipts or invoices showing the product price will not be included. Instructions will be included.

Please note that we only allow one delivery address per order. If you would like to have your order delivered to multiple locations, please place an order for each delivery address.

Please store your products in a cool, dark place away from direct sunlight, high temperatures and humidity.

Please be aware that storing the product for long periods in an environment where the room temperature exceeds 30°C may cause the ingredients to deteriorate and the scent to change.

Once opened, the product's scent and quality may change easily when exposed to air. We apologize for the inconvenience, but please use the product as soon as possible after opening.

Since the main ingredients of liquid soap are water and soap, the water remaining in the nozzle may evaporate and harden at the tip.

Before use, check that the nozzle opening is not clogged. If it is clogged, cover the nozzle opening with your hand and slowly push it out to remove the clogged part before use.

*Please be careful not to press too hard when there is a blockage, as this may cause the soap to splash out and get on your clothes, etc.

Fragrance Yes offers the following delivery methods depending on the size of your product and your delivery area.

1. Nationwide uniform delivery (small items)

Delivery will be by post or in a special envelope.

• Click Post: Nationwide flat rate 185 yen
• Letter Pack: Nationwide flat rate of 430 yen

2. Takkyubin Compact (regional shipping charges)

This is a delivery method in which the product is delivered in a special box.

• 720 yen : Kanto, Tohoku, Shinetsu (Tokyo, Kanagawa, Saitama, Chiba, Ibaraki, Tochigi, Gunma, Yamanashi, Aomori, Iwate, Miyagi, Akita, Yamagata, Fukushima, Niigata, Nagano)
• 780 yen : Hokuriku and Tokai (Toyama, Ishikawa, Fukui, Gifu, Shizuoka, Aichi, Mie)
• 830 yen : Kinki (Shiga, Kyoto, Osaka, Hyogo, Nara, Wakayama)
• 890 yen : Hokkaido
• 940 yen : Chugoku and Shikoku (Tottori, Shimane, Okayama, Hiroshima, Yamaguchi, Tokushima, Kagawa, Ehime, Kochi)
• 1,050 yen : Kyushu and Okinawa (Fukuoka, Saga, Nagasaki, Kumamoto, Oita, Miyazaki, Kagoshima, Okinawa)

3. Takkyubin (Shipping charges by region: Sagawa Express)

This is a standard shipping method.

• 940 yen : Kanto, Tohoku, Shinetsu (same as above)
• 1,060 yen : Hokuriku and Tokai (same as above)
• 1,190 yen : Kinki (same as above)
• 1,320 yen : Hokkaido
• 1,460 yen : Chugoku and Shikoku (same as above)
• 1,760 yen : Kyushu and Okinawa (same as above)

We will ship within 5 business days from the date of purchase.

We carefully inspect and package each item by hand, so it may take some time.

Please note that delivery may be delayed depending on order acceptance status, weather, the year-end and New Year holidays, etc.

After placing your order, please let us know your desired delivery date and time using the inquiry form, and we will arrange delivery at your desired date and time.

Currently, our staff inspects and ships each item by hand, so there may be cases where we are unable to accommodate your request.

Please be aware of this.

After placing your order, if you would like to change your shipping address, we will send it to your desired address via the inquiry form.

When contacting us, please state your order number.

If you do not know your order number, please contact us with your name and email address.

[※Note] We cannot accept changes on the scheduled shipping date.
[※If the shipping notification email has already been sent]
The shipping number will be included in the "Shipping Notification Email," so please contact the shipping company directly to make the change.
*Due to changes in Yamato Transport's services, shipping charges will be charged for forwarded items from "shipments made on or after June 1, 2023." If you forward an item to an address different from the one on the shipping slip after it has been shipped, shipping charges (regular price, cash on delivery) will be incurred according to the change of address from the address stated on the slip.
The COD fee is set by Yamato Transport and may differ from the shipping fee set by the fragrance yes online shop.

After shipping, the delivery company can store your package for 7 days.

If you do not receive your package within the storage period specified by the delivery company, we will return it to you and cancel the order.

We cannot accept delivery or redelivery on dates after the storage period has expired, so in such cases, please place your order again.

■ We will only accept returns or exchanges if you contact us within 7 days of receiving the product and in the following cases.

・In the case of a defective product ・In the case of a different product being delivered

■ We cannot accept returns or exchanges in the following cases.
・If you do not contact us within 7 days of receiving the product ・Opened products ・Products that have been damaged or scratched by the customer ・Returns or exchanges due to customer reasons (※Customer reasons: "ordered the wrong product," "ordered the wrong number of items," etc.)

Thank you for your understanding.

If the product is defective or the wrong product is delivered, we will cover the shipping costs for returning and re-sending the product.

If a return or exchange is made for any other reason, the customer will be responsible for the shipping costs required for the return.

Please be aware of this.

Thank you for your inquiry.

We are sorry, but we currently do not ship overseas.

Thank you for your understanding.

• Credit card
• Mobile payment (in preparation)

We have the following available.

After shipping, the delivery company can store your package for 7 days.

If the product is returned without notice due to an extended absence or refusal to accept delivery, or if there are repeated returns due to customer circumstances, we may not be able to accept your future orders.

We will also charge you for round-trip shipping costs.

Please be careful.

Please note that the color of the product may appear different from the actual product depending on your computer monitor settings.

If there is a large number of orders, items may be out of stock even if your order has been confirmed.
In that case, we will cancel your order and inform you of the arrival date.
Thank you for your understanding.

After placing your order, please send us a message via the inquiry form to request a receipt.

When contacting us, please include your order number and name.

If you do not know your order number, please contact us with your name and email address.

[※Note] Receipts will be sent as a PDF file to the registered email address.