Shipping・Return Policy - Contact Lens Shop LOOOK

Order shipping to the USA	Order shipping to the Australia	Order shipping to the Malaysia
Order shipping to the China	Shipping	Shipping Fee
Customs Clearance Fee and Import Duty	Return and Exchange	DHL

■Countries and Regions

・Covered over 120 countries worldwide.
・Please refer to Japan Post website for more information.
https://www.post.japanpost.jp/int/information/overview_en.html

※DHL is available for shipment to Australia only.
※There are some areas that are listed but unavailable to deliver, such as outlaying islands and remote places.
※It may not ship to some countries depending on products.
※Orders cannot be shipped to South Korea and Hawaii due to regional restrictions.

■Order shipping to the USA

Due to the changes of import tariff rules of the United States from Aug 29, 2025, Japan Post has suspended partial international parcel services to the United States from Aug 27, 2025.
Therefore, we must suspend the order shipping to the United States temporarily until further notice is updated from Japan Post.
We will notify you once we resume the order to the United States.
We apologize for any inconvenience this may cause and appreciate your understanding.
Please feel free to contact us if you have any questions.

【For A Smooth Delivery to the US】

◇ USPS Informed Delivery Service
We recommend signing up for Informed Delivery to track and manage your parcel more smoothly.

With this service, you can:
• Check your package details
• View tracking history
• Schedule redelivery online

◇ How to Schedule the Redelivery
If you missed the delivery, you can request redelivery using one of the following methods:
1. Online Schedule Redelivery
2. By Phone
1-800-ASK-USPS® (1-800-275-8777)
3. Using PS Form 3849 QR Code
If the carrier left a PS Form 3849 in your mailbox, scan the QR code on the front page.
About Form 3849
◇ Note:
We recommend checking the delivery status frequently.
Please schedule redelivery before the due date.
If the deadline passes, the package will be returned to LOOOK, and return shipping costs will be charged to the customer.

◇ Change of Address
If you have changed your address recently, please submit a Change of Address form to reroute your mail.
Requests can be submitted:
• Up to 90 days before your move
• Within 30 days after your move

◇ USPS Delivery FAQ

Issue	Solution
The delivery status shows the package was signed by someone unknown or marked as delivered but cannot be found.	Please check with your building manager, neighbors, or your mailroom.
Don’t know where the post office is	Check the back page of Redelivery Notice, or Find USPS locations.
Unable to schedule redelivery due to “address not-match” error	Firstly, please double check with your address. If the information is accurate, please contact USPS customer service by phone to request redelivery.
Can the package be delivered without a signature?	No. Signature is required for internation packages upon delivery.
Can I use an electronic signature?	No. Electronic signature service is unavailable for international shipments.
Can LOOOK contact USPS for me?	No. Due to privacy concerns, LOOOK is unable to contact USPS directly.

■Order shipping to the Australia

From 1 July 2018, GST will apply to sales of low value imported goods (AUD $1000 or less).
For applicable order based on customs value, LOOOK will charge you 10 % of the GST-exclusive price of the goods sold (including costs such as shipping and insurance).
Please refer to the following website for more details.
https://www.ato.gov.au/business/gst/
※You do not have to pay GST directly to Customs.

※Credit card and PayPal are available for shipment to Australia.
※For order shipping to remote areas, an additional 4,000JPY of shipping fee will be charged

【For credit card payments】

If you have agreed to the GST policy, we'll re-authorize the total amount including GST and cancel the original credit card pre-authorization.

If you haven't agreed to the GST policy, we'll send you a GST confirmation email. Once you confirm, we'll re-authorize the total amount including GST and cancel the original credit card pre-authorization.

*If re-authorization fails, we'll contact you separately.

【For PayPal payments】
If you have agreed to the GST policy, we'll send a PayPal link for the GST payment. Once we confirm your payment, we'll proceed with your order.

If you haven't agreed to the GST policy, we'll send you a GST confirmation email.Once we get your reply, we will send you a PayPal link for the GST payment.
Once we confirm your payment, we'll proceed with your order.

*Note that PayPal cannot generate links for qq.com emails. If you are using such an email, please leave us a comment to provide an alternative email address for payment link to expedite the process.

■Order shipping to the Malaysia

Due to Malaysia medical regulations, only 3-month supply is acceptable for one time purchase.
Please kindly double check the order quantity when placing the order.
If the quantity is over 3-month supply, we will hold the order and contact you to adjust it.

■Order shipping to the China

Items shipped to China are subject to duty and tax. The recipient is responsible for the promptly completion of the tax duty procedure to avoid clearance issues.
The payment link will be sent to your mobile phone when the package begins the clearance process. Please follow the instructions and complete the payment in time. Please make sure that the phone number is correct when placing the order.
Customs may require the ID information and invoice of order. Please submit these promptly to ensure a smooth clearance process. If the invoice is required, please contact us for assistance.
Please note that the order using a package forwarding services address as shipping address will be canceled.
According to China Customs regulations, the following limits apply:
- Single order Limit: 2,000CNY
- Annual: 26,000CNY.

※If orders exceeding the 26,000 CNY annual limit may be returned or destroyed by Customs. In such cases, we cannot offer a refund or a re-shipment.
※Please be advised that if a shipment is returned to Japan due to non-payment of customs duties or failure to provide documentation as required by Customs, the order will be ineligible for a refund or re-shipment.

■Shipping

・The order will be shipped as soon as all items are ready.

・Estimated delivery date after dispatch
EMS：About 3-14 days
International ePacket Light：5-21days
DHL：About 2-5 days

Longer delivery times might occur due to Customs procedures and reduction in transportation capacity. Please understand that order cannot be canceled due to delivery in delay.

※The receiver’s signature is required upon delivery for EMS and DHL.
※For knowing more about detailed information regarding the package whereabouts, please using the tracking number in the Shipping Notice we sent and access the tracking website.

For EMS and International ePacket light:
https://trackings.post.japanpost.jp/services/srv/search/input?locale=en

For DHL:
https://www.dhl.com/jp-en/home/tracking.html

※We are not responsible for parcels damaged during transit.
※There is no compensation for International ePacket Light and DHL in case of the lost.
※The delivery address cannot be changed once the package dispatched. Please double-check the delivery address when placing the order.
※Package shipped by DHL cannot be delivered to the PO BOX or PO Locker.

■Shipping Fee

Shipping fee will be determined by regions and parcel weights. Please refer to shipping fee table below.

EMS
https://www.post.japanpost.jp/int/2022fee_change/index_en.html

Small Packet (Registered)
https://www.post.japanpost.jp/int/download/epacket-charges_en.pdf

DHL
https://www.dhl.co.jp/en/express.html

■Customs Clearance Fee and Import Duty 【Important】

Your order MAY be subject to tax duty imposed by customs authorities. The recipient is responsible for the timely completion of the tax duty procedure to avoid clearance issues, if necessary.

※For further information, please contact the local Customs office or Postal service representative to inquire about the import permits and payment processes applicable in your country/region beforehand.
※If you refuse to pay customs clearance fees and import tax, and the product is eventually returned to Japan. The incurred shipping fee will be charged to you.
※Please note that customs clearance fees and import tax might be based on not only the value of goods but also the shipping fee and insurance, which may result in charges higher than the product price itself.
※If the product amount is within the duty-free allowance for personal use, you won't be charged import tax. (However, the allowance can be very low.)
※We do not accept any request regarding the changes in description or value in the invoice.

■Return and Exchange

・Due to the nature and hygiene requirements of contact lenses, we are unable to accept any cancellations, returns, or exchanges once the order has been dispatched.
However, if the product you received has an initial quality issue, please contact us promptly.
・The package might be opened by customs during custom clearance.
Please understand in this case, we cannot accept cancellations, returns, or exchanges for the opened items.
・If the order is returned due to UNPAID CUSTOMS, UNCLAIMED, INSUFFICIENT ADDRESS, REJECT. etc., We could provide reshipment or cancellation.
【Reshipment】 The return shipping fee is charged to customers.
We will reship the order once the return shipping fee payment is received.
【Cancellation】The incurred return shipping fee is also charged to customers.
The refund will be the amount after deducting the return shipping fee.
・For those paid by credit card exceeded refund period(60days), we are unable to issue a refund to your credit card.
Instead, we will complete the refund procedure through PayPal.
※ Regardless of the payment method, any incurred handling fees shall be borne by the customer.
※ Handling fees and exchange rate differences may result in the refund amount differing from the original payment amount.

■DHL

DHL is available for shipment to Australia only.
Cosmetics or skin care products cannot be shipped by DHL.