Frequently Asked Questions
よくある質問
Ordering and Purchasing
Q. I would like to know the delivery date and time of my order.
If you have not specified a delivery date and time at the time of your order, your order will be delivered at the earliest possible date. You can check the delivery status using the tracking number provided in the "Shipping Completion Email" that you receive after your order has been shipped.
※It may take some time for the tracking number to be reflected in the parcel tracking service.
※Data may not be reflected depending on the time of day.
※Delivery may be delayed due to peak seasons, traffic conditions, bad weather, or disasters. In such cases, please be aware that it may take longer than usual for your product to be delivered.
Q. Can I specify the delivery date and time?
Yes, you can specify this in the "Shipping Method" field. Please note that for dates and times not available for selection in this field during your order, you will not be able to specify them.
For pre-orders, you cannot specify a delivery date.
Please refrain from writing delivery date specifications in the comments section.
Q. Where else are your products sold besides your online shop?
Please check the "Store List" below.
・Store List
https://osaji.net/shop/
Q. Can items from separate orders be shipped together?
We are unable to combine items for shipping after an order has been completed. Thank you for your understanding.
Q. Can I add items, change items, or change quantities after completing an order?
We are unable to add items, change products, or change quantities after your order has been confirmed. Thank you for your understanding.
Q. I'd like to confirm if my order has been placed.
Upon completion of your order, we will send a "Order Confirmation Email" to you via email.
You can also check your order history after logging into My Page. If your order does not appear in your order history, your order may not have been completed. In this case, please contact us via the inquiry form (info@osaji.inc).
Q. Could I have a receipt, please?
If you would like a receipt, please log in to your "My Page" and issue it yourself using the "Print Order" button in the "Order History" section.
Note: Points and coupons used will not be included in the receipt amount.
Q. Where should I direct my inquiries?
Please feel free to contact us via the inquiry form (info@osaji.inc). We reply on the next business day for inquiries received on weekends, holidays, etc. Thank you for your understanding.
Q. My subscription delivery has stopped. Why is that?
If you have not completed the "Continue Usage" procedure for the system migration, which we announced multiple times by the end of March 2025, we have suspended the delivery of your subscription.
For details, please check here.
Q. How do I restart my subscription?
We apologize for the inconvenience, but please make a new application. Please proceed with the purchase procedure from the page below.
To subscribe to our regular delivery service, please click here.
Regarding Payment
Q. What payment methods are available?
The following payment methods are available:
- Credit Card (VISA/Mastercard/American Express/JCB)
- Shop Pay
- Apple Pay
- Google Pay
- Rakuten Pay
- PayPay
- Paidy Postpaid Payment
- Convenience Store Payment (Seven-Eleven, FamilyMart, Ministop, Lawson, Daily Yamazaki, Seicomart)
- d払い (d払い)
- au PAY
- Cash on Delivery
* For more details, please refer to "About Payment Methods" in the Usage Guide.
Q. If paying by credit card, can I pay in installments?
We are unable to accept installment payments. Thank you for your understanding.
Q. Please tell me which credit card companies are accepted.
If your credit card has one of the following logos - JCB, VISA, Mastercard, American Express, or Diners Club - you can use it, regardless of the issuing credit card company.
Q. Is there a way to change the payment method?
We are unable to change the payment method after your order has been placed. We appreciate your understanding.
Q. I haven't received the NP deferred payment email.
Invoices for NP deferred payment are sent to the email address you have registered.
Invoice emails will be sent sequentially by Net Protections, Inc. approximately 3 days after the product is shipped.
They will be sent from one of the following email addresses, so we kindly ask you to check your email reception settings and your spam folder to ensure the emails haven't been filtered there.
・no-reply@netprotections.co.jp
・np-support@netprotections.co.jp
If you still do not receive the email after more than one week from the product's shipment date, please contact us using the inquiry form.
※Please note that we cannot send paper invoices.
About shipping
Q. What is the shipping company?
It will be Yamato Transport.
Q. Is there a shipping fee? If so, how much is it?
Shipping fees vary depending on the total amount of your order.
Orders totaling 5,500 yen (including tax) or more will receive free shipping. For orders under 5,500 yen (including tax), a separate shipping fee of 550 yen per shipment will be charged.
*For Okinawa Prefecture, orders totaling 5,500 yen (including tax) or more will incur a 660 yen shipping fee. For orders under 5,500 yen (including tax), a separate shipping fee of 1,200 yen per shipment will be charged.
Q. Can I specify a date and time?
Please specify your desired date and time from the options displayed under "Preferred Delivery Date/Time" during the order process.
・Preferred Date Setting: You can set a date starting from one week after your purchase date. The available period for setting is approximately one week.
・Time Zone Specification: Please select from No Preference / Morning / 14:00-16:00 / 16:00-18:00 / 18:00-20:00 / 19:00-21:00.
*The times are estimates from the delivery company and do not guarantee delivery within that specific time slot.
*For pre-order items, delivery will be sequential once they arrive, so we cannot accept specific date and time requests.
Q. Can I change the delivery address or date?
If you did not specify a date and time at the time of your order, we will make the change for you if you contact us by 8:00 AM the day after your order.
If you specified a date and time, we will make the change for you if you contact us at least 4 days before your specified date.
Due to service revisions by Yamato Transport, as of shipments dispatched on or after Thursday, June 1, 2023, freight charges will be incurred when redirecting parcels. If, after dispatch, a parcel is redirected to an address different from the one on the shipping label, freight charges (at the standard rate, payable on delivery) will be incurred, depending on the original and new addresses.
The amount payable on delivery will be determined by Yamato Transport. This differs from the shipping fees set by the OSAJI Online Shop.
Please ensure that your delivery address is correct when placing your order.
Q. Can I send this as a gift?
Currently, we do not offer gift wrapping services. However, we do have gift bags available for purchase that you can use to wrap items yourself.
Additionally, we do not provide free paper bags, but we do have paper bags and gift sets available for purchase.
・Stitchcraft Gift Bag S
・Stitchcraft Gift Bag M
・Paper Bag (S)
・Paper Bag (M)
・Gift Set
If the orderer and the delivery address are different, we will not include any documents showing prices.
Q. What happens if I'm not home?
If you are not home, the shipping company will leave a "delivery attempt notice." Please call the contact number on the notice, and we will redeliver your order.
※If you are not home, the storage period for your package is 7 days from the delivery attempt notification date.
※Please note that if the delivered product is returned to us due to long-term absence or an error in the registered delivery address, we will have no choice but to cancel your order. In such cases, even for orders eligible for free shipping, we may charge you for the round-trip shipping costs. Please specify a date and time when you can definitely receive your package in advance.
Q. Can you ship overseas?
Deliveries are limited to within Japan.
Cancellations, Exchanges, and Returns
Q. Can I cancel my order after it has been placed?
We do not accept cancellations or changes to orders after they have been placed.
Please note that we are also unable to process cancellations for only a portion of an order.
Q. I haven't opened it yet, can I still return it?
Only purchases made on the official OSAJI online shop are eligible, and only if all the return conditions listed below are met. Please contact us via the inquiry form (info@osaji.inc).
[Return Conditions]
・If you contacted us within 7 days of product arrival.
and
・The product was defective upon arrival, or the product received was different from your order.
・The product has not yet been opened or unboxed.
・The product page does not specify "no returns allowed."
・The product was purchased on the official OSAJI online shop.
※Returns are not accepted for purchases made outside the official OSAJI online shop. We apologize for the inconvenience, but please contact the store where you made your purchase directly.
Q. Can I return an item after use?
Please note that we do not accept returns, exchanges, or cancellations after an order has been placed due to customer convenience.
Q. Can I exchange an item that I received as a gift?
We apologize, but if you received an item as a gift and there is a defect, please have the original purchaser contact the store where it was purchased or the online shop directly with the receipt and order number.
Q. I received an item different from what I ordered.
If you purchased an item from the OSAJI official online shop, please contact us via the inquiry form (info@osaji.inc) within 7 days of receiving the product. Please note that we cannot accept exchanges in the following cases:
・More than 7 days have passed since delivery
About the item
Q. Could you please tell me the expiration date of the product?
Once opened, the product is formulated to maintain its quality for approximately six months. If unopened and stored correctly, it will maintain its quality for approximately three years.
However, if stored improperly, such as in high-temperature, high-humidity, or direct sunlight, the quality may deteriorate even before opening. If you notice any abnormalities in the product's condition or smell, please refrain from using it.
Q. Some products are not shrink-wrapped. Why is that?
To reduce our environmental impact, some products may not be shrink-wrapped. Please be assured that this does not affect the quality of the product.
Q. Can makeup items be removed with soap?
Some products can be removed with soap, but this varies by product. Please check each product's page.
Q. Do you conduct animal testing?
OSAJI does not test on animals.
Q. It's unscented, but I'm concerned about the smell.
Even unscented products may have a natural odor from the ingredients. This does not affect the quality of the product.
Q. The pump on my shampoo/body soap won't pop up.
Twist the pump firmly to unlock it before use.
Q. Do you have samples?
Trial sizes are available for some products. Please check the product page for details.
Q. Is it safe for children to use?
It varies depending on the product. Please check the precautions for use on each product page or contact us.
Q. Can men use this too?
Yes, OSAJI products can be used by anyone, regardless of gender.
Q. Can this be used on sensitive skin?
We offer a skincare line for sensitive skin. However, please discontinue use if it does not suit your skin.
Q. Can it be used during pregnancy?
You can generally use it, but if you have any concerns, please consult a doctor.
Q. Do you have any products with 60% or more flammable liquid content?
This may apply to some fragrance products. Please check each product page for details.
Online Shop Membership and Login
Q. Are there any benefits to registering as a member?
On the 1st of your birth month, a "free shipping coupon" and "550 points" will be sent to your registered email address.
Please check your email newsletter or My Page.
*If you have opted out of receiving email newsletters, they will not be sent.
*Point and coupon details are subject to change.
【Regarding the Expiration Date of Birthday Coupons】
The expiration date of birthday coupons is not 60 days from your membership registration date or birthday registration date.
Coupons are granted on the 1st of your birth month and can be used for 60 days from that date.
Therefore, even if you register as a member or register your birthday in the middle of your birth month, the expiration date will be 60 days calculated from "the 1st of your birth month."
【Example】
・If your birthday is March 23rd and you registered as a member in January:
→ Granted on March 1st / Valid until April 29th
・If you registered as a member on March 25th:
→ The coupon will be granted on March 26th, but the expiration date will be April 29th, calculated from March 1st.
Q. When will I receive the points for my purchase?
Points are awarded after the product has been shipped. Please check your [Point History] in [My Page].
Q. Can I use points and coupons when purchasing e-gifts?
We apologize for the inconvenience, but points and coupons cannot be used when purchasing e-gifts at this time. Also, please note that points will not be awarded for e-gift purchases.
Q. I am not receiving emails from OSAJI.
We apologize for the inconvenience this may cause. If you are not receiving emails, the following reasons may apply:
・ Emails are being treated as spam.
It is possible that emails from OSAJI are automatically being treated as spam by your email system. Please check your spam folder.
・ Emails are not being received due to spam prevention settings.
If you are using a spam prevention feature, it is possible that emails from OSAJI are not being received. Please adjust your settings to allow emails from the domain "@osaji.net."
・ There is an error in your registered email address.
It is possible that the email address you registered is incorrect. We will change it for you, so please contact us via the inquiry form (info@osaji.inc).
Q. I've forgotten my password.
You can reset your password using the [Forgot your password?] link below the login form.
If you have forgotten the email address you registered with, please contact us via the inquiry form (info@osaji.inc) with your name and phone number. Please note that if you have changed your email address, you will not receive the password reset email.
In such a case, you will need to withdraw your account once and then re-register. However, your previous purchase history will be deleted.
If you wish to withdraw, please proceed from [Withdrawal Procedure] at the bottom left of [My Page].
Q. Can I check or change my membership registration information?
You can view or change this on the [Change Membership Details] page within [My Page].
Q. Can I subscribe to or unsubscribe from your email newsletter?
After logging in to [My Page], please set your email newsletter subscription preference from "Subscribe to Email Newsletter" on the [Change Member Registration Details] page.
Q. How do I use a coupon?
If you already have a coupon code, please enter it in the [Coupon] field on the "Order Procedure" screen and then click the "Use" button to apply the coupon.
If a coupon is displayed in the [Coupon] field on the "Order Procedure" screen, please confirm its details and then click the "Use" button to apply the coupon.
*To check if you have any usable coupons, please refer to the conditions listed under "Coupon History" in your "My Page" before using them.
*Please note that no emails are sent when coupons are issued.
*Please be aware that coupons cannot be used after an order has been placed.
Q. How do I withdraw my membership?
Please complete the procedure from [Withdrawal Procedure] in [My Page].
When you withdraw, your data will be deleted. Also, once the process is complete, you will not be able to use My Page and the official app.
If you wish to use our services again, please register as a member.