Terms of
Service
Confirmation
& Ownership
An order is considered confirmed upon the issuance of an invoice. Ownership of the products/services remains with the seller until full payment is received.
Cancellation Policy
Orders are eligible for cancellation provided they have not been fulfilled and shipped. In cases where customers are eligible for cancellation after order placement, a cancellation fee of 9%* will apply.
This fee covers costs incurred with credit card companies and logistics partners that are irreversible.
Shipping & Handling
Shipping costs, if applicable, will be specified on the invoice. The buyer is responsible for any additional customs or import duties. Kindly be aware that we do not have authority over the duration customs may retain your package or the charges imposed upon your order's arrival. Customers are accountable for any customs or undisclosed fees levied by the destination country on the package.
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Sakurako provides worldwide shipping for all valued customers. However, in certain countries with transportation limitations, a fixed shipping fee will be calculated and automatically computed during the checkout process.
Click here to see a comprehensive list of restricted countries. All shipping cost(s) and handling fees are non-refundable.
Quality Assurance
At Sakurako, our dedication is to provide you with the finest products in our collection. However, we understand that there may be concerns with your order. To address this, we kindly ask that you report any concerns within 5 days of receiving your order. This will enable us to investigate and take the necessary steps to ensure your satisfaction with our products.
Please contact us via our customer support email or fill up the Contact Us form provided on our website, and we will be happy to assist you. Your satisfaction is our top priority, and we strive to provide you with a hassle-free shopping experience.
Missing Parcel Concerns
Each parcel dispatched by Sakurako is assigned a tracking number to ensure a smooth delivery process. In the rare event that local tracking suggests that the parcel has been delivered, yet the end customer contends non-receipt, Sakurako is committed to thorough verification. This process may extend over a considerable duration (1-2 months).
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Following the completion of the verification process, if it is confirmed that the parcel has indeed been lost, we will promptly issue a full refund for your item. Your satisfaction and trust in our service are of utmost importance to us, and we are committed to ensuring a fair resolution in such circumstances.
Please reach out to us immediately if you face any delivery-related concerns, and we will do our best to assist you in every possible way.
Unacceptable Disputes
While our commitment is to deliver exceptional service and products, Sakurako will not entertain unreasonable disputes, which may include, but are not limited to:
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Disputes arising when the buyer fails to like the purchased product after receiving it.
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Disputes based on the buyer's perception of an unusual smell in the received product.
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Disputes stemming from the buyer placing an incorrect order.
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Disputes resulting from the buyer providing an incorrect shipping address.
This may include disputes arising when the buyer changes their mind about the purchased product after receiving it. In such cases, we encourage customers to thoroughly review the product description and images before making a purchase to ensure that it meets their preferences and needs.
If you receive a defective or damaged product, we will gladly replace it or issue a refund. We also do not accept disputes based on the buyer's perception of an unusual smell in the received product (such as candles) as this is subjective and may vary from person to person.
If you have any questions or concerns about a product, please reach out to our If you have any questions or concerns about a product, please reach out to our Customer Experience team, and we will be happy to assist you.
Refunds & Replacements
Requests for a refund or product replacement will be considered under the following circumstances:
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The product is received in a damaged* condition.
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The product is incorrectly* delivered in terms of variant, color, or size.
*Video proof is required to validate and process the buyer's claim
Upon approval of your refund/replacement request, kindly return the item in its original condition within 10 days of receiving the product. For more information on the return process, please contact us at support@sakurako.store
Once the product reaches our warehouse, the product cost* will be refunded to the original payment method within 3 to 5 business days. Please be advised that the refund may take between 7 to 60 days to appear on your bank statements, depending on your card issuer. All shipping cost(s) and handling fees are non-refundable.
*The refunded amount will exclude a 9% processing fee, covering expenses related to credit card transactions and logistics partnerships.
It is important to note that if the returned parcel fails to arrive due to the buyer's non-compliance with customs clearance procedures in accordance with their respective countries' foreign trade policies, a refund or replacement will not be initiated.
Privacy Policy
Your information is managed in adherence to our privacy policy. When you engage in a transaction on our website, we gather and store the information you enter to deliver and enhance our services. This includes providing ongoing customer assistance and technical support. Rest assured, personally identifiable information like your name, email, and member password is used exclusively for the purposes mentioned above only.
Force Majeure
Sakurako takes no liable for delays or failure to perform due to events beyond our control in situations, including but not limited to: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection.
