Make sure you've taken any capital letters and special characters into account. Double-check that you’ve entered your code correctly. Only one voucher can be used per purchase, and remember, some codes have expiry dates. If you're still having problems contact us by email at customer_care@onshindosaka.com

Notify us of the problem within 72 hours of receiving your order by emailing customer_care@onshindosaka.com. 

Include the following in your message:  

1. Order number  
2. Name of the product you’ve received, and the product that you ordered  
3. Photograph of the product received   

When we have these details we’ll get in contact to let you know how this incident will
be resolved.

If you have experienced any adverse effects, please discontinue the use of the product and write to us atcustomer_care@onshindosaka.com. We’ll get in contact with you as soon as possible so that you can explain the issuesyou've had. 

Please remember that the ingredients are listed on our website.Always check them before purchasing a product, and if in doubt, ask your dermatologist.

Before payment is confirmed you can modify or cancel your order.  

So that we can process your order as soon as possible, once it’s finalised you won’t be able to cancel or modify it. You can return all or part of the order.  

Please see the section dedicated to our returns policy.  You can contact our Customer Care service at customer_care@onshindosaka.com.

- There is free delivery on orders above €60 within the Iberian Peninsula and Portugal.
Up to this amount, the pre-established rates apply (€4.90 and €5.90 respectively).
- Orders for the Balearic Islands, Canary Islands and Ceuta/Melilla have free delivery from €80. Up to this amount, the pre-established ratesapply (€8.90, €13.90 and €15.90, respectively).
- For Luxembourg, Belgium, the Netherlands, France and Germany, delivery is €11.90.
- For the Czech Republic, Austria and Italy, delivery is €12.90.
- For Poland, Ireland, Hungary, Denmark, Slovenia and Slovakia, delivery is €13.90.
- For Sweden, Lithuania, Latvia, Estonia and Croatia, delivery is €22.90.
- For Finland, Romania, Greece and Bulgaria, delivery is €26.90.
- For Bosnia and Herzegovina delivery is €38.90.

Orders over €100 qualify for an exclusive gift (while stocks last).

At Onshindo Osaka, we ship products to Spain (Balearic Islands, Canary Islands, Ceuta and
Melilla included), Portugal, Luxembourg, Belgium, Holland, France, Germany, Czech
Republic, Austria, Italy, Poland, Ireland, Hungary, Denmark, Slovenia, Slovakia, Sweden,
Lithuania, Latvia, Estonia, Croatia, Finland, Romania, Greece, Bulgaria and Bosnia and
Herzegovina.

Orders will be delivered during working hours and within the estimated delivery period which
will be at most fifteen (15) days after the date of the customer's payment. The approximate delivery time depends on the country/region:

REGION ESTIMATED DELIVERY TIME

Spain (except the Canary Islands) 3 days

Canary Islands 4 days

Portugal 3 days

Luxembourg, Belgium, the Netherlands,
France and Germany 4 days

Czech Republic, Austria and Italy 4 days

Poland, Ireland, Hungary, Denmark, Slovenia and Slovakia 5 days

Sweden, Lithuania, Latvia, Estonia and Croatia 6 days
Finland, Romania, Greece and Bulgaria 6 days Bosnia and Herzegovina 10 days

Orders placed on Saturdays, Sundays and bank holidays will be processed on the next working day.

Spain, Portugal, Luxembourg, Belgium, Netherlands, France, Germany, Czech Republic,
Austria, Italy, Poland, Ireland, Hungary, Denmark, Slovenia, Slovakia, Sweden, Lithuania, Latvia, Estonia, Croatia, Finland, Romania, Greece, Bulgaria and Bosnia and Herzegovina

Onshindo shall not be liable for any errors and/or damage caused during delivery if the customer has provided an incorrect or non-existent delivery address.  

We recommend you contactCustomer Care to inform them of the error by sending an email to customer_care@onshindosaka.com or calling (+34) 9104 59 783 as soon
as possible.

If you’d like to return something, get in contact with our Onshindo Osaka Customer Care by
emailing: customer_care@onshindosaka.com.

By law, you have 14 calendar days from the delivery of the last product for returns.

The amount will be refunded to the same payment card you used for the purchase, within 14 calendar days from when you inform us that you would like to cancel said purchase. However, reimbursement may be withheld until the goods have been received, or until the customer provides proof that the goods have been returned

We’d be delighted. Please email us at customer_care@onshindosaka.com with your proposal and contact details.