Request a return through Customer Care within 14 days of delivery.
SUPPORT
TOKYO DIRECT / CUSTOMER CARE
From Tokyo.
To Japan and Hong Kong.
Official CELLshot delivery is currently available only within Japan and to Hong Kong. Every order is prepared in Tokyo and shipped with tracking.
TOKYO DIRECT
Shipping & estimated delivery
Orders are prepared at our Tokyo warehouse within 1–3 business days, then sent by domestic courier within Japan or by a tracked international courier or EMS to Hong Kong.
Japan1–3 business days after dispatch
Hong KongSee checkout and carrier notification
These are estimates, not guaranteed arrival dates. Deliveries to Hong Kong may be extended by customs clearance. Tracking is provided after dispatch. Japan Post EMS reference ↗
DUTIES & TAXES
Duties & taxes
Deliveries within Japan are domestic shipments. Deliveries to Hong Kong are cross-border shipments; recipients may need to bear any applicable charges under local rules.
For deliveries to Hong Kong, CELLshot does not guarantee duty-free entry, successful customs clearance or a fixed arrival date; actual charges follow local rules.
RETURN POLICY
Returns & exchanges
Items must be unused, unopened and returned with seals, accessories and packaging intact.
For preference returns, international return shipping and related taxes are paid by the customer; original shipping and paid import charges are non-refundable.
For hygiene reasons, opened or used cosmetics cannot be returned. If an item arrives damaged, incorrect or potentially defective, contact us within 7 days with the order number and photographs. After review, we will arrange an appropriate replacement, refund or remedy. Statutory consumer rights remain unaffected.
CUSTOMER CARE
A reply within 2 business days
Customer Care normally replies within 2 Tokyo business days. Weekends, Japanese public holidays, year-end closures and unusually high enquiry volumes may require additional time.
FAQ
Frequently asked questions
Is ExoSerum Pro used daily or once a week?＋
Use it morning and evening. In the combined ritual, open one fresh bottle each week and use that bottle morning and evening during the week.
Can I choose only one of the three ExoMask Pro essences?＋
No. For each ritual, add Essence 1, Essence 2 and Essence 3 in order.
In what order are the products presented?＋
The current order is01AgeCare ExoMask Pro,02AgeCare ExoSerum Pro and03Peptide Multi-Action Serum.
CONTACT