Products
Where do your products come from?
warew is a Japanese brand that develops and produces its own skincare line in Japan, at the warew production plant in Yokohama, Kanagawa Prefecture.
Are warew products natural?
All warew products contain over 95% natural ingredients and over 90% local Japanese ingredients.
A small portion of ingredients of non-natural origin is still present in the formulations as it is necessary for the correct conservation and safety of the product.
Are warew products suitable for sensitive skin?
All warew products are dermatologically tested and approved for use on sensitive skin. However, we invite you to consult the complete list of ingredients on each product page to verify the presence of allergens before using the product.
Do warew products have an expiration date?
Most cosmetic products do not have an expiration date but a PAO (Period After Opening), indicated by the icon of a jar containing a number and the letter M on the secondary packaging and on the round label on the bottom of each product.
The PAO indicates the date until which the cosmetic product, stored in appropriate conditions, will continue to perform its initial function (Regulation (EC) 1223/2009, article 19). Therefore, the product can be used without contraindications in a period that goes from the date of first opening of the product until the end of the period indicated by the PAO.
A product used beyond the date indicated by the PAO may lose effectiveness or become contaminated. It is therefore recommended to pay attention to the indicated period of use.
Are warew products tested on animals?
In compliance with European laws, warew products are not tested on animals.
Orders
Where do you ship from?
Outside Japan, warew ships from its warehouse in Italy.
Which countries do you ship to?
warew ships to most countries in the world via DHL Express.
At the moment, due to force majeure we are unable to accept shipments to countries in pending conflict such as Russia, Ukraine, Israel and others. Please verify if your shipping country is supported at checkout.
Do you ship to Japan?
For all orders headed towards Japan, please visit the official Japanese website, warew.jp .
What are the shipping costs and times?
- In Italy: delivery in 1-2 working days at €9.99, free shipping over €80.
- European Union: delivery in 2-3 working days at €11.99, free shipping over €100.
- International: delivery in 4-5 working days at €14.99, free shipping over €100.
The above times are indicative and may vary due to reasons beyond warew's control. If you have a question about your shipment, please contact us at customercare@warew.jp.
There is a mistake in my shipping address, can I change it?
If you find a mistake in the shipping address after confirming your order, please contact us at customercare@warew.jp. If your order has not been processed yet, we will do our best to help you.
For non-EU orders, will I have to pay customs duties?
From July 2021, all products ordered via e-commerce headed to destinations outside the European Union are exempt from VAT at checkout, but it will still be necessary to pay the VAT of the destination country and customs duties for customs clearance.
These duties are the buyer's responsibility and warew has no control over them. We therefore invite you to take this into consideration when shipping your purchases to non-EU countries.
Purchases headed towards European Union countries include Italian VAT at 22%, indicated in the order confirmation, and are therefore not subject to further taxation.
My package was delivered damaged, what should I do?
If your package is damaged upon delivery, please keep the package and the goods and contact us at customercare@warew.jp with your order number and photographic evidence of the damage. Please be sure to keep the damaged package.
Orders
Is it possible to cancel an order?
You can cancel an order at any time before receiving the shipping email via your order history on your customer page.
After receiving the email, the shipment will be entrusted to the courier and it will no longer be possible to cancel.
If you are unable to cancel an order, please contact us at customercare@warew.jp.
In which currency will the payment be made?
All transactions on our site are made in Euros (€), according to the current exchange rate and without taking into account any commissions applied at the time of currency exchange.
The product I received is damaged or non-compliant
If you receive a damaged, opened or non-compliant product as per the specifications on the product page, please contact us promptly at customercare@warew.jp indicating your order number and attaching photographs or any other information proving the damage.
Can I return a product?
warew accepts returns within 14 days of receiving the product. If you wish to return one or more products, please contact us at customercare@warew.jp and include your order number and the name of the product(s) you wish to return in the email.
All return requests are subject to final approval by warew. For more information, please see our Return Policy .
Can I get a refund?
Once your return request is approved, warew will proceed with the refund of the returned product. The refund will be processed on the same payment system used for the purchase, generally in 5-10 days.
Any shipping costs, digital gift cards or discount codes will not be refunded.
Is return shipping free?
Return shipping costs are paid by warew. Once your return is approved, you will receive a shipping label to send the products back to our warehouse.