about the order
I want to know the target area of the order
This site accepts orders from more than 70 countries and regions worldwide. To check the countries and regions covered and view product prices in your selected currency, please follow these steps
- Mobile browsers: Tap the language and currency drop-downs at the bottom of the menu button or at the bottom of the page.
- Desktop Browsers: Click on the Language and Currency drop-down in the header menu or at the bottom of the page.
*If the currency of the target country cannot be displayed, it will be treated as Japanese Yen (JPY ¥).
I want to know the payment method
You can choose from the following payment methods.
Credit card [VISA, AMERICAN EXPRESS, Master Card, JCB, Diners Club] / Shop Pay / PayPal / Apple Pay / Google Pay
For details of each payment method, please refer to > Payment method
I want to check if my order has been received
After completing your order, we will send you an order confirmation email, so please check your inbox.
If you have already registered as a member, you can also check your purchase history on your account page.
I didn't receive an order confirmation email
Emails may not be delivered for the following reasons.
- The e-mail has been classified as spam by your e-mail software or provider.
- Incorrect registered email address
- Incoming mailbox is full
If you are receiving emails from your cell phone email address, please review your reception settings so that you can receive emails from our domain " denis.jp ".
I want to cancel my order
- You can cancel before shipping the product.
Please contact us with your order number and the name of the person who placed the order.
*Cancellation may not be possible depending on the progress of shipping work.
- After shipping
Cancellations cannot be accepted after the shipping completion email has been sent.
I want to order by phone
Orders cannot be placed by phone.
Please use online ordering or contact a DENIS dealer .
I want you to wrap
Currently we do not support wrapping. The start time is undecided.
I want you to ship the additional orders together.
Due to the product arrangement and management system, it is not possible to combine multiple orders.
Payment and shipping will be done for each order number.
If you have an order that you would like to combine, please cancel the order before shipping and place a new order.
I want to reorder an item I purchased previously
After logging in to My Page ,
- Click the order number in your order history
- Click on the product name for your order
- Click the purchase button on the corresponding product page
You can quickly proceed to the checkout screen and reorder smoothly.
I want to know the delivery area
We ship from Tokyo to more than 70 countries and regions around the world.
To check your country of origin or view product prices in your selected currency, follow these steps:
- Mobile browser:
Click the bottom menu button or the language and currency dropdowns at the bottom of the page.
- Desktop browser:
Click the header menu or the language and currency dropdowns at the bottom of the page.
*If the currency of the target country cannot be displayed, it will be treated as Japanese yen (JPY ¥).
I want to know the shipping fee within Japan
We use reliable shipping methods such as Sagawa Express, Japan Post, and Yamato Transport. The transportation company cannot be specified.
- Standard shipping fee
Free domestic shipping on orders over ¥4,400
- Individual shipping fee
If there is an individual shipping fee stated on the relevant product page, it will take precedence.
*Please note that if you order items with standard shipping charges at the same time, they will be delivered separately and the stipulated shipping charges will apply to each item.
I want to know the international shipping fee
- We use reliable shipping methods such as DHL and EMS. (I cannot appoint the transportation company.)
- You can check the exact shipping charges and the displayed currency in your shopping cart or checkout screen.
- In addition to the shipping charges listed below, depending on the country of delivery, taxes and customs duties may be imposed upon receipt. All these will be borne by the recipient.
- Below, for zones other than the United States, the amounts are converted to Japanese yen, and the country names are listed in alphabetical order.
United States of America
- Standard Shipping: $30 USD
- Free Shipping on orders over $120 USD
- duty free
- Standard shipping: ¥3,000 JPY
- Free shipping on orders over ¥10,000 JPY
- Brunei / China / Hong Kong / Indonesia / Korea / Macau / Malaysia / Philippines / Singapore / Taiwan / Thailand / Vietnam
- Standard shipping: ¥3,800 JPY
- Free shipping on orders over ¥15,000 JPY
- Albania / Andra / Australia / Austria / Bangladesh / Bhutan / Bosnia-Herzegovina / Bulgaria / Cambodia / Canada / Croatia / Cyprus / Czech Republic / Denmark / Estonia / Fiji / Finland / France / Gangnzie / Germany / Gibraltar / Greece / Hungary / India / Ireland / Italy / Jersey / Kosovo / Laos / Latvia / Liechtenstein / Lithuania / Luxembourg / Malta / Mexico / Monaco / Montenegro / Myanmar / New Zealand / North Macedonia / Norway / Papua New Guinea / Poland / Portugal / Romania / Serbia / Slovakia / Slovenia / Spain / Sun Marino / Sweden / Switzerland / Türkiye / United Kingdom / Vatican City
- Standard shipping: ¥5,600 JPY
- Free shipping on orders over ¥20,000 JPY
- Israel / United Arab Emirates
I would like to know if there is a customs duty for international shipping.
*Country names are in alphabetical order
- The following country of delivery is free of customs duties. (In some countries, taxes other than customs duties may apply. In the unlikely event that such taxes are charged, the recipient will be responsible for them.)
Australia / Austria / Bulgaria / Canada / China / Croatia / Cyprus / Czech Republic / Denmark / Estonia / Finland / France / Germany / Gibraltar / Greece / Hong Kong / Hungary / Ireland / Israel / Italy / Jersey / Korea / Luxembourg / Macau / Malaysia / Monaco / New Zealand / Norway / Poland / Portugal / Romania / Singapore / Spain / Sweden / Taiwan / United Arab Emirates / United Kingdom / United States of America / Vatican City
- Depending on the delivery country below, customs duties and taxes may be applied upon receipt. In the unlikely event that it takes, it will be borne by the recipient.
Albania / Andra / Bangladesh / Bhutan / Bosnia-Herzegovina / Brunei / Cambodia / Fiji / Gangnzie / India / Indonesia / Kosovo / Laos / Latvia / Liechtenstein / Lithuania / Malta / Mexico / Montenegro / Myanmar / North Macedonia / Papua New Guinea / Philippines / Serbia / Slovakia / Slovenia / Sun Marino / Switzerland / Thailand / Türkiye / Vietnam
Please note that if the item is returned to Japan without paying the tax or customs duty, we will not be able to provide a return or refund.
I want to know when the product will arrive
Items will be shipped within 1-3 days after ordering. Delivery times will vary depending on your shipping address.
* Delivery may be delayed from the schedule below due to inventory status, weather, delivery area circumstances, etc.
- Within Japan: 1-5 days after shipment
- Outside Japan: 3 - 14 days after shipment
Also, after the shipment is completed, you can check it on the shipping company's tracking page using the tracking number described in the "shipment completion email".
I want it to be sent to a different address than the orderer
You can enter your preferred shipping address on the checkout screen.
*Cannot be changed after the order is confirmed.
I want it sent to my workplace or hotel.
It is possible if you specify the correct address and name for the delivery destination.
However, if the product cannot be received due to delay in delivery or for some other reason, we will not be held responsible.
In addition, if there is a return cost to our company due to undeliverable, we will deduct the actual cost and refund or invoice separately. We do not resend returned packages. Please use it only if you agree in advance.
I want it to be delivered at the nearest delivery office stop
Only for deliveries within Japan, it is possible to ship at Sagawa Express delivery offices.
Please enter the address and name of the office where you would like to receive your order in the delivery address entry form on the checkout screen.
Commodity does not reach
If the product does not arrive, the following reasons are considered.
- Delivery is delayed due to some reason such as a disaster, accident, traffic regulation, etc.
- You were absent on the delivery date and your absentee ballot was left in the mail.
- The delivery address is incomplete and is being stored at the center.
In any case, please check the tracking page of the shipping company using the tracking number provided in the "shipment completion email".
About returns and exchanges
Received a defective product or a different product than ordered
If you receive a defective product or a product that is different from what you ordered, we will promptly replace it with a good product or the correct product as soon as we can confirm the event. Please contact us within 5 days after you receive the item.
If we are unable to prepare a replacement item due to out of stock, we will issue a refund.
Please note that we cannot accept returns or exchanges for returned items without prior contact, items that have been opened, or items that have passed the return deadline.
Return contact period: Within 5 business days after product arrival Return validity period: Within 10 days after product arrival Return shipping fee: We bear the full amount
I want to return or exchange for my convenience
We cannot accept returns or exchanges due to the customer's circumstances, such as the wrong image of the product, the wrong product ordered, or a change of mind.
Please check the product and order details carefully before placing an order.
How do I return or exchange an item?
Please contact us with the following necessary information within 5 business days after the product arrives. After confirming the contents, we will reply from our window.
- Name of orderer
- telephone number
- Order number (included in your order confirmation email)
- Details of the defect that occurred in the product (It is smoother if you attach an image by e-mail)
*If we cannot prepare a replacement item due to out of stock, we will issue a refund.
I want to return or exchange a DENIS product purchased at another store
Products purchased at stores other than this site cannot be returned or exchanged.
The conditions for returns and exchanges may differ, so please contact the store where you purchased the product directly.
About the product
If you have any questions about how to use DENIS products, their features, ingredients, etc., please see the following pages.
・Frequently asked questions about Denis Shampoo
・Frequently asked questions about Denis Gries
・Frequently asked questions about Denis Gel
・Frequently asked questions about Denis Wax
・Frequently asked questions about Denis Spray
Don't see the question you're looking for?
If you have any questions or comments that are not in the FAQ, please contact us using the form below.
The person in charge will contact you as soon as possible after confirming.
Please note that it may take some time depending on the content of your inquiry, such as when you are out of office or outside business hours.