About ordering
For customers with a Paypal account
Please send your invoice amount to contact@biolounge.info, stating your order number .
Please check here☆ for detailed procedure instructions.
*After making the payment via Paypal, please contact us to let us know that your payment has been completed. Please note that if we do not hear from you, we may not be able to confirm your payment. *When making a payment via Paypal, please make sure to select JPY as the currency .
If you have paid in Euros (EUR), we will refund you. We apologize for the inconvenience, but please make the payment again in Japanese Yen (JPY).
If you do not receive a confirmation of payment from us within two business days, please contact us.
Customers who do not have a Paypal account
Please contact us using the inquiry form .
If there is an error in your email address
It is possible that you entered your email address incorrectly.
Please contact us using the inquiry form .
If your email is treated as spam
In rare cases, emails sent from this site may be treated as spam, so if you do not receive an email, please check your spam folder.
If the email ends up in your spam folder, please allow emails from " contact@biolounge.info ".
If you have set up "domain specification" on your mobile phone
If your device is set to "domain blocking," you may not be able to receive emails from our website. Please disable domain blocking or register "biolounge.info."
*There has been an increase in incorrect email address registrations, so please double-check before contacting us.
[Before completing your order]
How to delete items from your shopping cart
Click the X mark in the product name column in your shopping cart.
[After your order is complete]
<<Before payment>>
We apologize for the inconvenience, but please place your order again.
For orders before any additions or modifications have been made, they will be cancelled as soon as the reorder is confirmed.
If you have already paid:
Please contact us using the inquiry form to let us know about any changes (additional products, quantity, etc.).
However, we cannot accept any changes or cancellations to the product itself after two business days after payment has been confirmed.
After payment (credit card or Paypal payment) [Payment confirmation information] We do not provide email service.
Please check your order status from My Page after logging in.
The cut-off time for same-day orders is 3:00 PM Japan time. Orders made after this time or paid by credit card or Paypal will be processed on the next business day .
*Please excuse any delays caused by bank system updates.
If the name on the remittance slip is different from the name of the person placing the order, we will be unable to confirm the payment.
In that case, please be sure to contact us.
We cannot ship orders where payment cannot be confirmed.
We appreciate your understanding and cooperation.
What we charge you on this site is the price and shipping fee that is stated on the product page you ordered.
For shipping charges, please check here .
However, import duties may be charged when importing the product.
For more information, please see our 3-minute guide to ordering internationally for the first time .
We are very sorry, but as a general rule we do not accept reservations of products.
If you wish to change or add to your order, please do so within 2 business days after your order has been confirmed (after payment for the product).
Please note that we cannot accept requests for changes or additions to products after the above deadline or after the product has been shipped.
About Shipping
Normally, your order will be ready for shipping within 3 to 7 business days after payment is confirmed .
The shipping country is closed on Saturdays, Sundays, and German public holidays.
We will contact you if there is a delay in the arrival of a product or if the product is discontinued.
In this case, you can change or cancel your order.
It usually takes 3 to 7 business days (average 4 days) to prepare the product for shipment + approximately 8 to 14 business days for delivery from Germany to Japan .<br/>It usually takes about 2 to 3 weeks from the time your order is confirmed (after payment) to the time your package arrives.
You can request a stock check using the inquiry form .
*However, please note that we cannot take responsibility for delays caused by delivery companies.
Each product is wrapped in paper to prevent it from falling apart inside the box, and organic packaging material that can be returned to nature is used as cushioning.
As we value the environment, we use minimal plastic packaging materials.
We try to pack the items as well as possible, but since the items are shipped internationally from Germany, there is a possibility that an accident may occur during delivery. Thank you for your understanding and cooperation.
We offer a premium shipping plan that covers the risk of damage.
Please refer to our Shipping Protection Plan for more details.
For more information on packaging, please refer to the "Packaging" section of our Commitment to Safety page.
As the product will be shipped directly from our German store, we are unable to provide gift wrapping.
We instruct our affiliated stores to pack items as carefully as possible to prevent boxes from being crushed, but please refrain from making complaints about crushed boxes when shipping internationally.
The product will be shipped directly to you from our physical store in Germany.
Sorry, but we cannot accept cash on delivery (post-payment).
It is generally said that German organic cosmetics can withstand temperatures up to 60 degrees.
Unlike chemical cosmetic ingredients that are scientifically created in a short period of time, it is said that the ingredients are less likely to change due to factors such as heat.
We have introduced it on our blog.
For more information, please click here .
About our products
This site arranges for the delivery of products that have a validity period of 6 months or more at the time of shipment.
The average expiration date for organic cosmetics is about two years from the date of manufacture.
Because we do not use any preservatives, some products have an expiration date of less than one year even at the time of manufacture, so please be aware that the expiration date may be shorter than this period.
For all organic food products, we arrange for delivery of products that have a best-before date of at least three months at the time of shipping.
Since no preservatives are used, some products may already be below this period when they arrive.
In that case, we will inform you separately before shipping and will ship the item after receiving your approval.
In the unlikely event that you receive a product other than the eligible products with an expiration date of 6 months or less, we will treat it as a defective product and provide a full or partial refund for the product price. Please contact us with a photo that shows the expiration date/best before date attached.
We apologize for the inconvenience regarding the ingredient listing.
For products that are not sold in Japan or for which the manufacturer has not published the ingredients in Japanese, we will refrain from translating them into Japanese.
Cosmetic ingredients have an international display name called INCI.
The ingredients listed on this website are listed as INCIs, which are indicated by the manufacturers. (Some ingredients do not have INCI indications.)
You can search for ingredients on this site .
Regarding questions about colors, we are unable to provide detailed answers due to limitations in what we can express in writing.
In addition, the colors shown on the screen may differ slightly from the actual colors. Please check the counters or websites of each manufacturer for more information.
*We will do our best to accommodate requests for products that are not available in Japan.
Trouble Inquiry
[Product Shipping Notification] You can check the delivery status of your package using the tracking number provided in the email.
You can check the shipment status from our account page "Shipping Status".
Check the delivery status of international mail
https://www.post.japanpost.jp/int/ems/delivery/index.html
*Please note that it may take some time for data to be reflected due to time differences.
*Customers who select the Smart Plan cannot use the baggage tracking service.
Once shipped from Germany, it usually takes about 8 to 14 business days for the item to arrive.
If your item has not arrived within 20 business days (excluding Saturdays, Sundays, and holidays) from the date it was shipped, please contact us using the inquiry form .
BIOLOUNGE will request a shipment tracking investigation from German Post.
*Only the importer (customer) can make a cargo investigation request to the Japan Post Office. We apologize for the inconvenience, but please submit a cargo investigation request to your nearest post office.
In the unlikely event that your package has not arrived 8 weeks after shipping, or the delivery status of your package is unknown, we will respond according to each delivery plan.
Click here for delivery plan details
For those who live outside Japan , click here
*Please note that this coverage does not apply to customers who select the Smart Plan .
We do our best to pack luggage so that it will not be damaged or leak, however, unexpected accidents can occur, such as sudden changes in air pressure or pressure from other luggage on the plane.
If you are concerned about your luggage being lost or damaged due to an accident, we strongly recommend that you choose the Premium Plan .
[About leakage]
Only customers with a premium plan are eligible for compensation.
For products that come in a gift box, the manufacturer strictly prohibits anyone other than the purchaser from opening the box due to hygiene reasons. Therefore, in rare cases, the cap may come loose inside the gift box during shipping, causing leakage. If you are concerned about this, we strongly recommend the Premium Plan.
*We do not offer exchanges for actual products .
Please note that we cannot accept any complaints regarding damage to the outer packaging other than the product itself, as this is international mail.
For detailed information about the compensation provided by the Premium Plan , please refer to the Premium Plan Shipping Compensation Terms and Conditions .
All packages are eligible for Japan Post's damage compensation system .
For more information, please check here or contact the post office responsible for delivery.
*The package will be sent as a general international parcel.
~ How to use ~
1. Please contact the post office responsible for delivery directly.
*Please keep the damaged product and its packaging (envelope, box, etc.) in its original condition.
2. A postal worker will visit you to check the status of your package.
In order to prepare a claim for damages, two postal workers will generally visit your home and take records such as photographs of evidence.
All delivered packages (damaged or undamaged) will be collected at the post office by a postal worker.
After the procedure at the post office is completed, the package that was collected will be redelivered. Please ask a postal worker for details on the period.
3. Please use the inquiry form to notify us of the damage and let us know that Japan Post has completed its investigation.
4. We will send you a confirmation email.
We will be filing a claim for damages with German Post.
*You must request compensation from both Japan Post and German Post.
5. Once the German post office has compensated the sender, we will refund the compensation amount (in EUR) converted into yen.
Please note that in some cases compensation may not be paid by the German Post Office.
Due to international transactions, a minimum of 4 weeks is required.
Please be aware of this in advance.
You may be compensated up to a maximum of approximately 67,500 yen (EUR500/amount subject to change depending on exchange rate) under the damage compensation system.
Japan Post will not pay any compensation directly to you.
(As of January 2014, the sender has the right to claim compensation. Therefore, compensation will be paid to the sender by German post via Japan post.)
【please note!】
There have been cases where mail has been returned to the sender (recipient rejected) due to procedural errors at the post office.
Please note that we will not be able to provide any compensation if the package is returned to the sender.
* Please be sure to receive your package once it has been shipped. (Don't forget to sign for the receipt!)
* Please note that even if you have received the parcel once, if the post office's delivery status details show it as "returned to sender/refused," Deutsche Post will not pay compensation.
We will not accept any reports of damage due to refusal to accept or accept delivery.
Please note that the colors shown on each product page may appear differently depending on your computer screen settings.
In terms of the texture and color of the cream, organic cosmetics do not contain any synthetic coloring agents or fragrances, so the scent and color of the raw materials are reflected directly in the product.
Therefore, there are slight differences between lots, but this is one of the characteristics of organic cosmetics, so we hope you will enjoy it.
If you wish to return or receive a refund for reasons related to the product itself and not for damage , we will handle this as a customer request and follow our [Exchange and Refund Policy].
Please read here for more details.
Of the products we handle, those classified as cosmetics are subject to 0% import duty (tax free).
However, if the total price of your order is over 16,600 yen, Japanese consumption tax (10%) will be charged.
For more information, please check out our 3-minute guide to international mail order sales: "About customs duties."
We apologize for the inconvenience, but customs duties are under the jurisdiction of Japanese Customs.
We are unable to provide more detailed answers regarding customs duties, so please contact the post office that handled the item or Japanese Customs directly.
You can request tracking for your package 21 business days after it has been shipped from our German store.
*Tracking requests from Japan are optional.
1. Please contact us to let us know that your package has not arrived.
We will send a tracking request to Deutsche Post.
We will contact you as soon as we receive ① the receipt when the package was shipped and ② the Deutsche Post tracking number and receipt number.
2. Submit the following two items to your nearest Japan Post Office:
① Receipt when the package was shipped ② Deutsche Post tracking number Reception number
③ Investigation request form (at the post office)
3. Please note that it may take up to 8 weeks for the investigation results to be available as this is an exchange between two countries.
*If your package does not arrive after this period, it will be considered lost and you will be eligible for compensation from Deutsche Post.
Please see here for details on compensation from our company.
~Main flow of tracking request~
[At the post office] *Customers
Submit CN18 (mail receipt/notice receipt application) and local baggage receipt (①) ↓
[Postal worker]
Tracking request to Tokyo International Mail (Kanto area) and Osaka International Mail (Kansai area)
(Only packages that have arrived in Japan can be searched here.)
If you haven't arrived in Japan yet:
[Postal worker]
Contact the international exchange office. After the international exchange office re-investigates, it will request tracking from Deutsche Post. Once we receive a response from Deutsche Post, we will notify you.
*In parallel with the above investigation on the Japanese side, we will make a tracking request to Deutsche Post.
We will contact you as soon as new information becomes available.
When you receive your package, please check the items immediately.
In the unlikely event that an item has not arrived,
Please let us know here the total weight of all items (①, ②, ③) along with images of the ① product, ② packaging materials, and ③ box that were included in the package.
*All packages are weighed before shipping. We will check the weight based on our data and your data.
*Please note that we cannot respond if you do not provide the above information.
Other services & enquiries
You can change it on your account page after logging in.
Only the address can be changed.
If you wish to make any other changes, please contact us directly.
A receipt will be issued separately (100 yen).
The receipt will be addressed to the person who placed the order , and the disclaimer will read "Import Agency Fee."
The receipt will not be included with the product, but will be sent to the orderer's address.
Please refer to our 3-minute guide to "Customs Duties" on our first overseas mail order page.
If you would like to know the exact amount and details, we recommend that you inquire in advance at the local customs office in Japan about the customs duty amount of the desired item.
Please refer to the link below.
https://www.customs.go.jp/question2.htm
Our website sells products at prices close to those available locally, in order to keep operating costs as low as possible and enable you to continue using our website.
Thanks to our local connections and support, we are now able to offer our products at even lower prices.
We will respond with a points system. For details, please check here .