Shipping policy

Shipping & Delivery Policy

We carefully prepare and dispatch all onzen orders from South Korea. Please review the information below regarding order processing, delivery, and international shipping.

Order Processing

Orders are typically processed and dispatched within 1–3 business days after payment is confirmed.

Orders placed on weekends or public holidays will be processed on the next business day.

During periods of high order volume, processing may take slightly longer. If there is a significant delay in preparing your order, we will contact you using the email address provided with your order.

Estimated Delivery Times

Estimated delivery times after dispatch are:

South Korea: 1–3 business days
Japan: 3–7 business days
Singapore: 3–7 business days

Delivery times are estimates and are not guaranteed. Actual delivery times may vary depending on the destination, customs clearance, local carrier operations, public holidays, weather conditions, and other circumstances outside our reasonable control.

We currently do not ship to P.O. boxes.

International Shipping & Customs

International orders may be subject to customs duties, import taxes, or other fees imposed by the destination country.

Unless otherwise stated at checkout, these charges are not included in the product price or shipping fee and are the responsibility of the customer.

onzen has no control over customs charges imposed by local authorities and cannot predict the amount that may be charged. Customs policies and import requirements vary by country, so we recommend checking the applicable requirements in your destination country before placing an order.

Customs clearance may also cause additional delivery delays.

If an international order is refused, unclaimed, or returned to us because customs duties, taxes, or other import charges were not paid, any return shipping costs or other related charges may be deducted from the refund where permitted by applicable law.

Shipping Address

Customers are responsible for providing a complete and accurate shipping address when placing an order.

If you notice an error in your shipping information, please contact us at general@onzen.store as soon as possible.

We will do our best to assist you before the order is dispatched. However, once an order has been shipped, we may not be able to change or redirect the delivery address.

Additional shipping costs resulting from an incorrect or incomplete address provided by the customer may be the customer's responsibility where permitted by applicable law.

Tracking Your Order

Once your order has been dispatched, you will receive a shipping confirmation email with tracking information where tracking is available.

Please allow some time for the carrier's tracking system to update after your shipping confirmation has been sent.

For questions regarding your order or delivery status, please contact us at general@onzen.store.

Lost or Undelivered Packages

If your tracking information has not been updated for an unusual period of time or your package appears to have been lost in transit, please contact us at general@onzen.store so that we can review the shipment with the carrier.

If a package is confirmed to have been lost during transit before delivery, we will work with you to provide an appropriate resolution in accordance with applicable law.

If tracking information shows that a package has been successfully delivered but you cannot locate it, please first check with household members, neighbors, the building management, or the local carrier. You may also contact us and we will assist where reasonably possible.

Delivery Delays

onzen is not responsible for delivery delays caused by circumstances outside our reasonable control, including customs processing, carrier disruptions, severe weather, natural disasters, transportation interruptions, or other unforeseen events.

However, nothing in this policy excludes or limits any responsibility or consumer rights that cannot legally be excluded or limited under applicable law.