How does ordering from TONBŌRA work?
You shop the catalog and check out as usual. Your order joins the others from your district into a single consolidated Master Box at our warehouse in Saitama, Japan. Once that district’s batch is ready, it flies to Europe as one IOSS-cleared shipment and is delivered to the locker or pickup point you chose.
Ordering over €150?
Orders above €150 are automatically split into multiple parcels of €140 or less each. This keeps every parcel within the IOSS threshold, so each one clears EU customs through the green channel with duties, VAT and handling already settled at checkout — no surprise invoices on delivery. All parcels are delivered together to your selected locker.
Is it legal to buy non-EU-certified cosmetics?
Yes. EU customs rules allow private individuals to import cosmetics for personal use that have not undergone EU certification, provided the order is not resold commercially. TONBŌRA purchases and ships every order as your personal import agent, and the applicable import VAT is collected transparently via the IOSS scheme at checkout.
How long does delivery take?
Typically 2–4 weeks from order to delivery, depending on how quickly your district’s batch fills — you can check the live fill percentage for your own district in the bar at the top of the site at any time.
Can I return an opened cosmetic product?
For hygiene reasons this generally isn’t possible once the seal is broken, unless the item is faulty or not what you ordered — see our full Shipping & Returns policy for details.
How do I track my order?
From My Account you can see your order status at every stage, from “Consolidating in Saitama” through to “Ready for pickup”.
