Japan With Love store Avis 

Réponse de Japan With Love store

12 juin 2026

Dear Virginie,

Thank you for sharing your detailed feedback with us. We have also read your review on Trustpilot, and we sincerely apologize for the frustration and disappointing experience you had with your recent order.

We completely understand how upsetting it can be to face unexpected costs upon delivery. Regarding the customs fees, we would like to gently clarify that import duties and taxes are determined by your local customs office in France, and we always maintain full detailed information about these potential customs policies on our website's homepage for our international customers' reference.

We are truly sorry if this information was missed or overlooked during your checkout process, leading to such an unpleasant surprise for you.

We take your feedback regarding our shipping fees and transit times very seriously as we constantly look for ways to improve our international logistics. While we respect your decision regarding the review, we genuinely hope that this explanation helps clarify the situation, and we sincerely hope to have the opportunity to provide you with a much better experience in the future.

Thank you once again for your open communication and patience with us. Wishing you all the best.
Warmest regards,

Réponse de Japan With Love store

2 janv. 2026

Dear Véronique,

Thank you for taking the time to share your feedback. We are truly sorry to hear about your disappointment, and we would like to clarify a few important points to ensure everything is transparent.

First, regarding communication: we did receive your emails sent at 14:44 and 19:21 on 20 December, as well as 01:31 on 23 December. Our team replied on 23 December at 10:51 and again on 25 December at 17:29. While our responses may not have been as prompt as expected, we did make sure to reply. It is possible that our emails were filtered into your spam or junk folder, which may have contributed to the impression of no response. For this lack of smooth communication, we sincerely apologise.

According to the tracking number EN209390745JP, the parcel shows as delivered. We hope you have received the item safely and that you are enjoying it.

We have also reviewed your case with our finance team. As a gesture of goodwill, and to apologise for the delivery delay and the communication issues you experienced, they have approved a €15 refund. As this refund is offered purely on a goodwill basis and with the intention of bringing this matter to a positive close, our finance team can proceed once the negative review related to this order has been removed. Once that is done, please let us know and we will promptly arrange the refund for you.

Thank you again for your understanding. We genuinely appreciate your time and hope to leave you with a better impression moving forward.

Kind regards,
Hara

Réponse de Japan With Love store

2 août 2025

Dear Konan,

Thank you so much for your heartfelt message! 💛

We're truly happy to hear that you love our products and appreciated the care we put into packaging. Your support means everything to us — thank you for being part of our journey!

Réponse de Japan With Love store

30 juin 2025

Dear Stephane,

Thank you so much for your kind feedback! 😊 We're glad to hear that the ordering process was easy and that your package arrived even earlier than expected. We truly appreciate your support and hope to serve you again soon!

Réponse de Japan With Love store

25 mai 2025

Thank you for your kind words. Hope to serve you again soon.

Réponse de Japan With Love store

Actualisé le 9 juil. 2024

We would like to extend our sincerest apologies for the issues you have experienced with the problems of your order.

Upon checking, due to an error on our website, the name of the product appears to be incorrect, which leads to your confusion and your disappointment with the product received.

While the product Shiseido Fino Premium Touch Restorative Hair Mask 230g (1 can) that we received from the manufacturer have the price of 10.95 euros, the incorrect name Shiseido - Fino Premium Touch Hair Treatment Mask 230g X 3 Pieces 8.1oz X 3 has the same price, but the quantity is over. This poses a confusion to you.

We have sent an email in advance to explain this further and ensure you have all the necessary information about your order. We offered you a discount as per your inconvenience and we hope you can accept it.

Thank you for your understanding and patience throughout this process.

Best regards,

Réponse de Japan With Love store

14 nov. 2021

Dear,

I am Hara from Japan With Love. I would like to let you know that your order was returned to us with the reason of not paying for the import tax. The post confirmed that they contacted you but there was no one picked up the phone. I am so sorry for this trouble. We sent an email to notice you. Please contact us via email to resolve this case as soon as posible. Thank you so much.

Best regards,
Hara.