FAQ
Orders and shipping
How much is shipping?
Free shipping within Japan on orders of ¥10,000 or more (¥15,000 or more for Okinawa and pre-order items). Shipping fees are added at checkout.
When will my order ship?
We ship your order as early as the next business day after you place it, and within 14 business days at most. Business days are weekdays, excluding Saturdays, Sundays and Japanese public holidays. Timing may vary depending on order volume and other factors.
This does not apply to "pre-order items."
Source: Shopping Guide
Can I choose a delivery date?
You can choose a delivery date and time slot in your cart.
Source: Shopping Guide
Which carriers do you use?
We ship with carriers we designate, including Japan Post, Sagawa Express and Yamato Transport.
Source: Shopping Guide
Can I order pre-order items together with regular items?
Pre-order items are delivered separately from regular items, so an additional shipping fee may apply. Shipping within Japan is free when your items total ¥15,000 (tax included) or more. Check each product page for when the item ships.
Source: the product page of each pre-order item
How long does delivery take?
Orders within Japan take 5–7 business days to arrive, and overseas deliveries take about 7–16 days. We'll give you the details in your order confirmation email.
Do you ship overseas?
We currently ship to Japan and the United States. Shipping fees are added at checkout. Orders delivered outside Japan are not eligible for the 7-day full refund guarantee or free shipping.
Payment
Which payment methods can I use?
We accept credit cards (VISA, MasterCard, American Express, JCB, Diners Club), convenience store payment (via KOMOJU at FamilyMart, 7-Eleven, Lawson, Ministop and Daily Yamazaki), mobile payments (Amazon Pay, Google Pay, Apple Pay, Shop Pay, Rakuten Pay, PayPay, LINE Pay, Merpay) and pay later with Paidy.
Source: Shopping Guide
Is there a fee for convenience store payment?
A separate payment fee of ¥190 applies.
Source: Shopping Guide
When will I pay for a credit card purchase?
It depends on your card's closing date and the terms of your card agreement. Please contact your card issuer.
Source: Legal Notice (Act on Specified Commercial Transactions)
Cancellations and returns
Can I cancel after placing an order?
We start arranging shipment the moment we receive your order, so we can't accept cancellations once you've ordered.
Source: Legal Notice (Act on Specified Commercial Transactions)
Can I return an item or get a refund?
Purchases from the Chapon official store are covered by our 7-day full refund guarantee (orders delivered within Japan only; e-gifts excluded). Contact us at hi@chapon.jp within 7 days of the day your items arrive, and we'll refund the full amount you paid (item price and shipping). You don't need to send the items back.
Source: Refund Policy, Legal Notice (Act on Specified Commercial Transactions)
Can I get a refund even after using the product?
Yes. For orders delivered within Japan, the guarantee applies even after use, excluding e-gifts; contact us within 7 days of arrival. If you weren't satisfied, please don't hesitate to contact us.
Source: Refund Policy
How will I receive my refund?
We refund you through the payment method you used. Credit card payments are refunded to your card, convenience store payments by bank transfer to an account you specify, and Paidy payments through Paidy. We'll email you once the refund is processed. It may take a few days to appear on your card statement.
Source: Refund Policy
What if my item arrived damaged, or I received the wrong item?
We'll send the item again at our expense, or refund the affected amount. For e-gifts, please contact us within 30 days of the item's arrival, and we'll replace it with a non-defective item (by sending it again) at our expense. Please contact us at hi@chapon.jp.
Source: Refund Policy
Are e-gifts covered by the refund guarantee?
e-gifts are not covered by the 7-day full refund guarantee, because the buyer and the recipient are different people. If an item we deliver is defective, damaged or wrong, please contact us within 30 days of its arrival, and we'll replace it with a non-defective item (by sending it again) at our expense.
Source: Refund Policy
Gifts and e-Gifts
Can you gift-wrap my order?
Buy a Chapon gift bag (¥550) along with your items, and we'll ship them wrapped. One gift bag fits one Chapon set.
Will anything showing the price be included?
We don't include receipts or anything else showing prices.
Can you add noshi (formal Japanese gift paper)?
We don't offer noshi. For corporate orders, a message card from the sender can be included (please ask us first).
Source: Bulk order guide
e-Gift: When will the item ship?
We ship within 1–3 business days after the recipient enters their address.
e-Gift: Does it expire?
The gift link (URL) is valid for 3 months from issue.
e-Gift: Can you issue a receipt?
Yes, we can issue one on request.
e-Gift: Can I use a coupon?
Coupons can't be used for e-gifts.
How to use and precautions
How much should I use per bath?
Add half a bottle (30 g) to a full tub (about 200 L) and stir until dissolved before you get in. If the scent feels too light, see how it goes and add a little more Chapon.
Source: How to enjoy Chapon
What if the scent seems faint?
Our noses tire easily, so yours may simply have grown used to the scent. Try letting in plenty of fresh air to reset it.
Source: How to enjoy Chapon
Are there times I shouldn't use it?
- Please avoid use during pregnancy or breastfeeding, or for infants and young children.
- Please don't use it in marble bathtubs or 24-hour bath systems.
- Please don't use the leftover bathwater for laundry.
Corporate and bulk orders
Can I place a bulk order for a company or a wedding?
We take bulk orders for many purposes, including employee benefits, bridal gifts and commemorative gifts. Feel free to contact us about quantities, delivery dates, customization requests and more.
FAQ for corporate customers / Bridal inquiries
Source: Bulk order guide
Still need help? Feel free to contact us.
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