Shipping, customs and returns policy

1. Cross-border logistics chain Japan – Spain / EU

Orders handled by TONBŌRA follow an optimised logistics flow in two phases:

• Phase 1 (origin in Japan): consolidation, inspection and final barcode labelling at the Saitama hub.
• Phase 2 (arrival in Spain / EU): cargo flight to European hubs (e.g. Madrid-Barajas MAD, Frankfurt FRA), automated H7 customs clearance under IOSS registration IM7240010216 and distribution to the network of smart Locker lockers (InPost, DHL Packstation), PUDO points or 24/48 h express transport (CTT Express, SEUR).

2. “No hidden customs charges” commitment

All import taxes (IOSS VAT at the rate of the EU country of destination: Germany 19%, France 20%, Spain 21%, Italy 22%, etc.) and customs handling costs are included and settled transparently at checkout when the order is placed. The customer receives their parcel at the Locker or pick-up point without having to pay any additional amount on delivery.

3. Estimated delivery times

The average estimated delivery time from receipt of the order at the Saitama warehouse until it is deposited in the locker or delivery point in Spain or other EU countries is 7 to 14 working days.

4. Returns and withdrawal procedure

In accordance with European consumer protection rules, the customer has 14 calendar days to request a return. For health and hygiene reasons, returns of cosmetic or personal care products that have been unsealed will not be accepted.