Kokorojapanstore Arvostelua 

I normally order supplements from this website. So far I have not had any parcels lost, however, the shipping is very slow, takes about a month to receive an order after the payment. The prices and product quality are great, one just gotta be patient with them. Oh, and yes, the customer support does not answer anyone neither on their website, or on their Insta, which is weird.

Shipping speed was fine but when the items arrived they were different than ordered. Emailed to explain the issue to them and they falsely claimed it was an "updated" version of what I had ordered. Customer service response time is SLOW and there is no resolution to issues -- just gaslighting that issues don't even exist.

Lack of updates on shipping progress.
At first just want to be fair, I have to say Kokoro Japan is not a scam system. I ordered some skin care items from Kokoro Japan online store first time before I read any reviews about this store and I started to get worried after my order. Below is the timeline:
* Order placed on 12 March 2024 from Canada
* Confirmation received immediately.
* Inquiry sent to them by email on 17 March
* No email received about the order
* Second inquiry sent on 21 March
* No reply received from their customer service.
* Shipping update received by Fedex asking to pay Custom duty or tax on 21 March
* Canadian sale tax and Fedex handling fee paid on 22 March
* First attempt of delivery by Fedex on 25 March
* Second attempt of delivery by Fedex on 27 March
* Package received in good order.
From the time line of my order, My order took about 2 weeks to arrive, which is about the same duration as they promised online. Kokoro did nothing wrong and they prepared and sent Fedex the package on 17 March, but Fedex somehow delayed shipping the package until 22 March.
However, I should have received the update from Kokoro that they have created shipping label, ready to ship kind of info, unfortunately they did nothing to advise the customers. We were kept in the dark about our orders which is bad, you confirmed the order fast and took the payment fast, but then kept quiet for a long time.
Important reminders:
1. If you are used to Amazon purchases, received updates all the time, you will be disappointed with Kokoro. They don't keep you updated until order is shipped, which would annoy the customers.
2.If you are not qualified for a premium shipping, say you only purchase 1-2 items, you may only be qualified for a standard shipping benefits, you could wait for longer time or even months to receive your order.
3. You are expected to pay the taxes your country imposed on an international package.
If you refuse to pay, packages will not be delivered to your home.
In my case, I had to pay the Canadian sale tax and GST of 12% and the Fedex handling fee. No duty fee imposed, I guess it is because the order was for personal use.
Kokoro does not add any local tax to the purchase and I think it fair for me to pay the tax on Canadian side.
Their are not a scam, merchandises are new and correct, as described on the website. The prices are reasonable and acceptable as far as I am concerned.
However their customer service has room to improve and communication on shipping absolutely needs to improve and advance.
I appreciate the convenience and their help for me on getting some Japan made skin care stuff, but I am not sure if I would still buy from them in future.

I Did not receive.ordered 01.01. Parcel was sent back to them 01.31. Sent emails to kokorojapanstore but no reply. No refund. Scam!

I ordered an item on Nov.11 but it took almost three months to arrive. The delivery time is absolutely unacceptable. Don't believe the service commitment stated in their website. They claimed the delivery should be arrived in 9-10 days.

Never received an item. Was forced to pay for customs and shipping twice. This site is fraudulous. Don’t use it!!

I wanted to buy Biore sunscreens from Japan as the ones I got from amazon turned out to be fake. I found this site and I placed an order on Jan.1. The items were dispatched on Jan.9 which is within the timeframe of what's shown on their website (2-4 working days). Today, (Jan.15) I've received my order. It's packaged well and the sunscreen is legit. I'm glad I gave this site a try and will order here from now on as the same sunscreen costs more than double on UK sites.

Scam site! I have made an order three weeks ago and the items have not been sent. I've tried contacting customer service and there is no answer. They just stole my money.

I can’t even begin to explain. I ordered a package from them and they charged me double the amount. I somehow managed to contact them and they said it was my bank that made a mistake - which was not since I checked with them. After I complained that they took my money twice they canceled the order and they said they sent me a refund. I still haven’t received it. So they took my money twice - didn’t send the package and did not refund me.
The worst site - do not order from them.

I ordered some skincare products and supplements, which are either hard to get, or very expensive in Australia. My order were dispatched after three weeks, and arrived in ten days. All items are intact.
Customer service was not the best, they did not reply my emails when I inquired about the status of my order. They only replied after they shipped my order, which they apologised for the delay, and offered 5% refund.
I am happy with my purchase, and will order from them again.

Always a good experience. Items arrive in perfect condition and within a short amount of time. Thank you.

I ordered collagen since august 2023 until now i recieve nothing! I send then emails several times I’m asking for a refund but theres no reply yet🥲 I am very disappointed!!!

It took about two weeks to be shipped to me in Switzerland, as the homepage said it wood. Everything was ok and nothing was damaged. They did not send me any mail updates but i was able to track by macking a login with them. All in all i am happy with their service and i will order again from them.

The shipping is very long (took a whole week to ship my order) and the customs fees kinda hurt, but otherwise, I got all the items and the delivery was fast once the package got shipped! I was very scared after the reviews I read and tried to cancel my order but they shipped it, I still haven't heard of their customer service to this day. All good though, so it doesn't bother me much.

This is by far the worst website I've come into contact with. They provide you with a tracking number for the order, which is useless. I've tried to contact them through their website, emails, and even on social media, and no use in doing all these because they didn't even reply to one of my messages on either of the platforms. The worst customer service that I've experienced, moreover, they mention providing their customers with a good experience, which is all an act to convince the customer to purchase from the website. I'm still waiting for their reply and I would like to have a refund but I don't know how that is going to happen I came across a way to do it, which is by contacting the bank through which I paid and canceling the transaction. If I don't get a reply from them in the next 2 days, this is what I'm going to be doing. Please don't buy from this fraudulent website and fall into a trap.

I ordered an item that took around 10 days to be shipped. I received it just now after clearing customs. The item is perfectly fine (except that I made a mistake with sizing). I am ordering the same item in a smaller size again from them, so let's see if I'm lucky this time as well.
I was worried seeing all these horrible reviews, but it went well for me.
The shipping time is really bad, but the customs is not something new for me as I've ordered on different sites from Japan before, and most have the same policy - I have to pay the VAT of the product when it arrives in my country. This is not new to me and I don't mind.
I just hope the shipping is a bit speedier.

Scam Scam Scam Do NOT
They are horrible. According to them, it took forever to deliver to Portugal, then got here in the country but they don't pay fee which I paid to them so returned to them but they said NO. No refund money. They are SCAM.

Horrible store. DO NOT ORDER FROM HERE. They won't ship your order and barely respond with half assed messages.

I ordered multiple items on 7/25/2023 but have not got any update on shipping. Emailed the company 3 days ago but no response. The business practice is unacceptable. I never see any Japanese company working this way, will put a scam fraud to my bank.
Beware buyer!

I ordered for a month but didn’t receive any notification. Have emailed them multiple times but haven’t received any response from them. SCAM!!!!!! Lost money and time!!!! WISH I HAD READ REVIEWS BEFORE I ORDERED