Frequently Asked Questions (FAQ)

Below you will find answers to questions commonly received from our customers. If you have any questions, please check this FAQ first.

⸻ Customer Support and Email Responses

Q. I have not received a reply to my email.

Customer Support is available Monday through Friday, from 9:00 a.m. to 4:00 p.m. Japan time. Inquiries received outside these hours, or on weekends and Japanese public holidays, will be answered on the next business day.

⸻ eGift

Please note: eGift is available for delivery within Japan only.

Q. I have not received my eGift URL.

After your purchase, an email with the subject “KITOWA：ギフトURLのお知らせ” (KITOWA: Your Gift URL) will be sent to your registered email address. If you have not received the email, please check your spam or junk folder.

Q. Will I receive the URL if I did not provide an email address?

An email address is required, as the eGift URL is sent to the address provided when placing the order.

If no email address was registered, the URL cannot be resent. Please contact us so that we can cancel your order. You may then place a new order using a valid email address.

Q. Can the gift URL be reissued?

Our system does not allow us to reissue a gift URL. Please contact us so that we can cancel your order, then place a new order.

Q. My own address appears as the shipping address on the order confirmation page.

Due to the way the system is configured, the purchaser’s address appears on the order confirmation page.

For eGifts, the order will be delivered to the address specified by the recipient after they receive the gift URL.

⸻ Orders and Payment

Q. I would like to cancel my order.

Please contact us with your 7-digit order number beginning with 32 and the purchaser’s name. Once the details have been confirmed, we will process your cancellation promptly.

Q. My credit card payment was canceled.

An order may be canceled automatically if the payment system is unable to accept the card used. Please consider using another credit card or Pay Later with Paidy.

Q. How do I pay with Paidy?

You will receive an email from Paidy confirming your purchase. Please follow the payment instructions provided in the email.

For further assistance, please contact Paidy Customer Support.

Q. I would like to change my payment method.

Payment methods cannot be changed after an order has been placed. Please cancel the existing order and place a new order using your preferred payment method.

Q. Can I obtain a receipt?

Receipts can be issued through My Account or from the order confirmation email. The name shown on the receipt can also be changed.

⸻ Coupons

Q. My first-order free shipping coupon was not applied.

If your order meets the coupon requirements but the coupon was not applied, we will refund the shipping charge. Please contact us with your order details.

Q. I closed the coupon code displayed on the website.

The coupon may appear again after reopening or refreshing the website.

If it does not reappear, please contact us with your order number and the purchaser’s name. We will refund the shipping charge.

Q. If I cancel an order placed using a coupon, can I use the coupon again?

When placing your next order, please contact us after completing your purchase. We will refund the shipping charge.

⸻ Products and Shipping

Q. Can I use Bath Essence in a bathtub with a reheating function?

Yes. However, if your water heater has additional functions, including systems such as EcoCute, please refer to the product manual and consult the manufacturer before use.

Q. This is a gift. Can you ensure that no documents showing the price are included?

We do not include invoices, packing slips, or other documents showing prices with any order.

Q. I would like to change the product in my order.

As this may change the order total, the existing order must first be canceled and a new order placed. Please contact us if you wish to cancel your order.

Q. Which products are available with traditional Japanese noshi gift wrapping?

Noshi gift wrapping is available only for the following products:

Bath Essence (200 mL / 500 mL)
Bath Essence Gift Set
Bath Essence / Hand Soap Gift Set

Q. I would like to change my shipping or billing information.

Please contact us with the following information:

Your 7-digit order number beginning with 32
The updated postal code, address, telephone number, and name

Q. I received a defective product.

Once we have reviewed the condition of the product, we will arrange for a replacement to be sent promptly. Please contact us by email using the details below.

Contact
KITOWA Customer Support
info@kitowa.co.jp

Q. I cannot open the cap of my Bath Essence.

The cap is tightened securely to prevent leakage. Gently warming the container with warm water and turning the cap using a towel may make it easier to open.

Q. Can Bath Essence be used for babies?

As the product contains natural fragrance ingredients, we recommend avoiding use for babies and young children due to the possibility of allergic reactions.

Q. Can Bath Essence be used during pregnancy?

Bath Essence may be used during pregnancy. However, sensitivity to fragrance can increase during this time. We recommend discontinuing use if the fragrance feels unsuitable or causes discomfort.

⸻ Gift Wrapping

Q. I forgot to select gift wrapping.

Please contact us as soon as possible after placing your order, and we will arrange gift wrapping for you.

Q. Can different products be wrapped together?

Depending on the size and shape of the products, it may not be possible to wrap multiple items together. Where possible, please consider having each item wrapped separately.

Q. I forgot to select a shopping bag or drawstring pouch.

Please include your order number and contact us through our Contact Form.

⸻ International Shipping

Q. Do you offer international shipping?

KITOWA does not offer direct international shipping from its online store. Orders can, however, be placed through Buyee.

Please refer to our International Shopping Guide for further information.