Kokorojapanstore Reviews 

Placed order,money got taken,never received order number,nor product. Customer service has never replied. If I could I would give zero 🌟.

absolutely terrible customer service, NEVER answer my email.
very slow process,

That is the worst experience ever! Real scam! Paid money and received nothing! I send e-mail and none responds! Hopefully, my money would be the last money you stolen!

Second time, and I LOVE THEM! All the products arrived in PERFECT conditions! I trust them, and I'll continue buying from them!

I don't understand all the negative reviews. Placed an order 27 June and delivered to me 15 July. I live in Western Europe. Tracking worked the whole time and process was easy. Customs and VAT are to be expected as it as outside the EU.

I ordered two sunscreens.
I typed all my information, and still I was told by the postal service that the company had only written the part of my city in which I live.
The packed was sent to the redistribution point whereafter it was sent back.
I payed shipping and the toll. - all in all I lost about 450DKK (72USD).
The worst thing is that the redistribution point is right next to my apartment.

No answer from customer service in A MONTH despite writing to them in japanese.

I had a horrible, horrible experience buying from Kokoro Japan. I would not recommend this store to anyone, very bad service.

First of all, they dont really answer massages or emails. But i received my items. Prepare for custom fees! They are really high

I ordered a package, waited for it to arrive, I thought it was just slow this time.. when the package had not arrived after a month I reached out to customer service and asked where it was. It took customer service 5 days to reply and claim it had arrived here and that I had gotten a delivery notice and not picked up the package. I never got any delivery notice and informed them about this and asked them to give me a refund. They wrote 4 days after with a couple of alternatives, one being paying again to get the items shipped or getting partial refund (not shipping fee). I replied I want a full refund, and they did not reply, after 5 days I wrote again, still no reply. They have fully stopped replying.

The products I've ordered arrived in 2 weeks. Basically, it took 4-5 days to get an email that it's been dispatched and another week for it to arrived. Happy with the service.

Bought products worth EUR 40, then had to pay 60 EURO for customs and handling when the product arrived. DO NOT BUY FROM KOKORO , or be aware that the charges can be very high. COmpany is not able to arrange shipment without customs charges.

Goods arrived in 3 weeks as they explained in email. Thank you

After purchasing and reviewing the reputation from this store, I was hesitant that my item would not arrive. I was pleasantly surprised that the order was shipped and all items received were accurate. The parcel did take quite a while to be delivered as I live in the UK. I ordered on the 14th January and received on 28th January. I had a tracking number on the parcel with regular updates and it was delivered on time. The item was delivered next to my door and did not have to pay for customs. I have had no issues with this company and I would purchase with them again.

I must say I'm confused about the negative reviews. I understand people can have very different experiences, but I personally have only good things to say about the store.

I have ordered from them three times: once in early 2023 and twice in 2024 (september and december). I was a little skeptical the first time especially after reading the reviews and had reached out to them when I felt shipping was taking a little long. I got an answer quite fast and then proceeded to receive my order after about 2 weeks.
I live in Switzerland and am used to buying online from Asian countries so I don't really mind waiting especially given that shipping was free.
Is it slow? Yes, but there is no "scam." The products are legit, I've always received exactly what I ordered. If you're unsure, make a small order and pay using PayPal so you know you will be able to get your money back if anything goes wrong.
Personally, it's become a favorite and I will continue to place little orders from time to time to get my sheet masks and sunscreen :)

I purchased items from this website in October 2024. As of December 2024, I have not received the products. I have emailed multiple times without any response. I now believe this is a scam.

giving them 1 because i cant give them negative.

they sent me the items wet and opened!! i sent them an email, they dont even bother responding

very inconsiderate compnay!!!! DO NOT BUY TO THEM

Placed the order on August 12th, got shipped on August 20th and received it today, September 2nd; I don’t get the bad reviews, this website takes the same shipping time of yesstyle and stylevana but J-beauty products are way cheaper! The only bad thing is that customer service doesn’t answer. I have received everything in perfect condition, except one product which was immediately refunded. Also, I had to pay 19€ for customs🥲

They fake knowing nothing about my order and tell me they have no record of it. Do not trust Kokoro at all

I normally order supplements from this website. So far I have not had any parcels lost, however, the shipping is very slow, takes about a month to receive an order after the payment. The prices and product quality are great, one just gotta be patient with them. Oh, and yes, the customer support does not answer anyone neither on their website, or on their Insta, which is weird.

Shipping speed was fine but when the items arrived they were different than ordered. Emailed to explain the issue to them and they falsely claimed it was an "updated" version of what I had ordered. Customer service response time is SLOW and there is no resolution to issues -- just gaslighting that issues don't even exist.