Established in 2014, ZenMarket has emerged as a trusted ally for shopping enthusiasts around the globe, facilitating purchases from Japan's top stores and auction sites, including Yahoo Auctions, Amazon, Rakuten, Rakuma, and Mercari.With over 2 million loyal users, we have dispatched more than 1 million parcels worldwide.Our comprehensive services offer not just shopping ease, but also a loyalty program that rewards our cherished customers. Ensuring smooth transactions, we provide a plethora of safe payment options: credit cards, PayPal, Swift, Skrill, Stripe, and Coingate.At ZenMarket, our multilingual customer support extends across the globe, diligently addressing your queries 24/7. With partnerships with leading shipping giants like FedEx, DHL, and UPS, we ensure your items are delivered safely and affordably.Experience our exclusive photo service to view your items in Japan before they're shipped. Opt for our free consolidation service to bundle your purchases, saving on space, time, and costs. Let us make your Japanese shopping journey seamless and rewarding. Register Now on ZenMarket Join ZenMarket and receive 500 ZenPoints welcome gift! Sign me up
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Is ZenMarket legit?
ZenMarket (zenmarket.jp) has a 4.0 out of 5 rating on OK.one, based on 203 user reviews collected here. It is listed under Business Services and its reputation is good. 21% of reviews are 1 star, a relatively high share; The business has replied to 94% of negative reviews; Reviews mostly discuss Product, Price. Last updated 2026-08-12.
What reviewers say
AI generated
Reviewers had a great experience with this company. Customers consistently praise the exceptionally secure packaging and protective bubble wrap materials, noting that fragile items arrive safely in pristine condition regardless of long international transit distances. People truly appreciate the transparent, smooth ordering process and the exceptionally helpful support team when purchasing exclusive products directly from overseas online stores.
However, some people mentioned that unexpected handling fees, extra storage charges, and high international shipping rates can sometimes catch buyers completely off guard. Consumers also noted occasional frustrating delays during warehouse package assembly, inventory management, and complex customs clearance procedures.
Auto-generated from all reviews of this business. For reference only.
I’ve been using the Zenmarket service for quite a while. Although, over time, the service started to go downhill: parcels weren’t packed securely and the weight of the goods was deliberately inflated. But now they’ve raised the commission to as much as 800JPY, and unfortunately the service hasn’t improved—it’s just getting worse and worse...
Reply from ZenMarket2026-06-12
Dear Максим,
Thank you for your review and for being a long-term user of ZenMarket.
We sincerely apologize that you feel our service quality has declined. We assure you that we do not deliberately inflate the weight of items. Regarding our service fee, we understand that the increase to 800 JPY is unwelcome news for our customers. This adjustment was necessary to cope with rising operational costs so that we can continue maintaining and improving our services globally.
We take your feedback regarding packaging security very seriously and will pass this on to our warehouse team to ensure your future packages are handled with the care you expect.
Sincerely,
The ZenMarket Team
Thank you very much for your review.
We appreciate your support and look forward to helping you with your future purchases.
Sincerely,
The ZenMarket Team
Order arrived way sooner than expected, customer support replies are consistently helpful, they remind you of the shipping costs a lot which is very much appreciated since that pricing can increase a lot if not paying attention. the only small annoyances are that it is a bit difficult to learn how to use the "zenpoints" and looking for specific merch can be difficult, of which that last one is not really their fault.
if you're looking to buy things in japan, zenmarket is a genuinely good option, and i would buy again
Reply from ZenMarket2026-06-11
Thank you very much for your feedback.
We’re so happy to hear that your order arrived ahead of schedule and that our customer support team has been helpful. We also really appreciate your constructive notes regarding the ZenPoints system and product searches. Feedback like this helps us look for ways to make our platform more user-friendly.
Thank you for recommending ZenMarket as a good option, and we look forward to assisting you again!
Sincerely,
The ZenMarket Team
Super easy and relatively quick shipping, even for ECMS, as it took around 8 days. Everything was packaged nicely. Will order again soon!
Reply from ZenMarket2026-06-11
Thank you very much for your kind review.
We’re glad to hear that your experience was easy and that your package arrived safely and nicely packed.
We look forward to welcoming you back for your next order soon!
Sincerely,
The ZenMarket Team
Shipment policy is like scam model. Shipment cost are ridiculously high.
Reply from ZenMarket2026-06-12
Dear Enoteca Tre Bicchieri,
Thank you for your feedback. We are sorry to hear that you are unhappy with our shipping policies.
We would like to clarify that ZenMarket does not profit from international shipping costs. The rates displayed are set directly by the global courier services (such as DHL, FedEx, EMS, etc.) based on the actual weight and dimensions of the package. We always aim to provide multiple carrier options so our customers can choose the method that best fits their budget and timeline.
If you have any specific questions about your shipping quote, please feel free to reach out to our support team through your account messages.
Sincerely,
The ZenMarket Team
I’m impressive, will shop again! Reasonable charge on the service. And
Very thoughtful team, they did remind me when I made a mistake on a photo instruction. Zen Market team don’t just pack and send. They cross check each item.
Reply from ZenMarket2026-06-11
Thank you very much for your review!
Thank you for your support, and we look forward to your next shopping trip with us.
Sincerely,
The ZenMarket Team
I had an excellent experience with ZenMarket. The entire process was smooth, fast, and transparent from start to finish.
This was my first time ordering a limited-edition item from Japan, so I was a bit nervous, but everything went perfectly. The item was purchased quickly, communication was clear, and I was kept informed throughout every step of the process. The packaging was outstanding and the item arrived safely in perfect condition.
What impressed me the most was the reliability and professionalism of the service. The website is easy to use, the fees are clearly explained, and there were no surprises along the way.
I would definitely use ZenMarket again and highly recommend it to anyone looking to buy items from Japan safely and efficiently.
Thank you, ZenMarket!
Reply from ZenMarket2026-06-11
Thank you so much for sharing your experience!
We completely understand that ordering a rare, limited-edition item from overseas can bring some nerves, so we are happy to hear that our fast purchasing and clear communication gave you peace of mind.
Thank you for your recommendation and trust in our service. We look forward to welcoming you back for many more stress-free orders!
Sincerely,
The ZenMarket Team
I am writing to provide final feedback regarding a previous Parcel #7, now that the new parcel #8 has been shipped, and the practical matter is concluded.
I want to make clear that this experience has caused me to lose all confidence in ZenMarket’s customer service. I will state this clearly in bullet points.
1. The original parcel contained 1 pair of shoes and 3 pieces of clothing. It was packed at 40cm × 35cm × 22cm, with shipping costing around 3,500 yen, cardboard box.
2. After repacking, the parcel contained 1 pair of shoes and 7 pieces of clothing. It was packed at 37cm × 30cm × 27cm, with shipping costing 2,976 yen, plastic packaging
3. This means the repacked parcel contained 4 additional pieces of clothing, yet had a slightly smaller total volume AND a lower shipping cost.
That directly supports my original concern that the first packing outcome was unnecessarily big and did not need a cardboard box. It also undermines ZenMarket’s repeated statement that the original packing was "simply appropriate" and thus had no basis to be questioned (as said by one of your customer support agents).
Throughout this exchange, ZenMarket repeatedly avoided the actual customer-experience issue and reduced the matter to whether the warehouse had committed a formal internal error.
That was never the full issue.
The issue is ZenMarket's lack of care and concern as to the customer's predicament and plight. I had previous parcels involving shoes packed in soft/plastic packaging without needing to state a special packing request. Based on that past experience, I did not reasonably expect this parcel to be packed in a large cardboard box unless I had specifically requested otherwise. While it is unfortunate on both sides, the simplest remedy would be to agree mutually that the customer should in future state their requests clearly, and for ZenMarket's side to offer a waiver of the cancelling fee as a gesture of goodwill due to this unforeseen and unfortunate incident.
Instead, ZenMarket’s response was to repeatedly rely on policy, packing discretion, and internal-error classification. No meaningful attempt to recover this rupture was offered. No goodwill remedy was offered. No serious attempt was made to ACKNOWLEDGE the fact that the original packing result was INDEED unexpected, inconsistent with my past experience, and later shown to be less space-efficient than the repacked parcel. This is the core issue.
This no longer was about the parcel, but now about the way ZenMarket treats its supporters.
This was not a malicious, recurring, or exploitative request. I was not trying to 'get a free lunch', or 'cheat the system'. It was a one-time misunderstanding that could have been resolved easily. Instead, ZenMarket chose rigidity and 'being objectively right', over customer relationship.
The final repacked parcel makes this look far worse for ZenMarket. It shows that a more compact and cheaper shipping outcome was possible all along, even with MORE items in the parcel.
Throughout this entire back and forth, it felt from the customer's side like the priority was to avoid responsibility and protect internal process, rather than to understand the customer’s position or preserve customer trust.
I am not blaming individual support agents or the warehouse people personally. I believe that the warehouse has nothing to do with this, and it is not their fault at all. My criticism is directed at ZenMarket’s service approach as a company.
This experience has made clear to me that ZenMarket’s customer service does not prioritise customer trust when doing so would require flexibility beyond internal policy. With zero way of seeking assistance from management that do have proper authority to handle such unique cases, this has left me feeling helpless and hopelessly frustrated.
I sincerely wish the best for the customer service agents, as I want to believe that they are good hearted and warm souled individuals, but are unfortunately jaded and restricted by the limitations of ZenMarket. If this proves to be false, and that ZenMarket does wish to prioritise customer trust and relations, then I worry that there are those on the ground who do not live up to such a spirit and motto.
Reply from ZenMarket2026-06-12
Dear Lim James,
Thank you very much for taking the time to provide detailed and thorough feedback regarding your experience.
We see that you have also shared this information with us directly, and we want to assure you that our Customer Service team is currently reviewing your message in the message tab to address your concerns personally.
As a regular supporter of ZenMarket, your experience matters greatly to us. While we always aim to follow consistent packing safety standards, we hear your feedback regarding the need for better flexibility, transparency, and communication when unique situations arise. Constructive insights like yours are incredibly valuable as we continuously work to refine our internal policies and improve our service approach.
We appreciate your patience while our team reviews the details of your exchange and gets back to you shortly.
Sincerely,
The ZenMarket Team
Thank you for taking the time to leave us a review.
We're so glad to hear that you were satisfied with our fast delivery and that your package arrived safely.
We hope to assist you again soon!
Sincerely,
The ZenMarket Team
It's so slow and cumbersome. I really won't use it a second time. The experience was terrible.
Reply from ZenMarket2026-06-12
Dear Jimmy,
Thank you for sharing your review. We are sorry to hear that you found our process slow.
As a proxy shopping service, coordinating purchases between individual Japanese stores and domestic delivery lines can sometimes add steps to the buying process, but we are constantly working to make our platform faster and more intuitive.
We apologize that we did not meet your expectations this time, and we appreciate your feedback as it helps us identify areas where we need to improve.
Sincerely,
The ZenMarket Team
Have only purchased from ZenMarket once but I had no issues and am very happy.
Reply from ZenMarket2026-06-11
Thank you for sharing your experience with us.
We look forward to assisting you whenever you're ready for your next order!
Sincerely,
The ZenMarket Team
An excellent platform for ordering goods from Japan. I placed an order a week ago and it arrived on time and well packaged. Prompt and efficient customer service. My only suggestion for the site is to make shipping costs more clear before placing an order. Otherwise, it's perfect.
Reply from ZenMarket2026-06-11
Thank you very much for your review.
We’re glad to hear that your order arrived on time, well-packaged, and that you found our customer service prompt and efficient. We also appreciate your feedback regarding the visibility of shipping costs prior to ordering; we are always looking for ways to make our platform more transparent, and suggestions like yours help us improve.
Thank you for choosing ZenMarket, and we hope to make your next experience even better!
Sincerely,
The ZenMarket Team
Very frustrating. From placing the order it is difficult to understand if it has been or not. Purchasing it doesn't mean automatically the item is paid. It has to go first on a separate system then get back to the purchase and only then press pay. I never thought that Japanese company is so un-effective. I always thought they are working on an efficient way. From start is slow, not transparent, confusing, heavy. Getting points on zen market doesn't help the customer to navigate the purchasing process easier. Then, it takes time to understand that what it is advertised as time wise it is not realistic. The communication and the written time given is not matching at all. At the time of purchase it is mentioned that the item can reach the destination / delivered with 2 weeks and that the shipping fees are already included in the purchase. I had 1 month from the purchase and the message that my parcel was shipped. If i would have known that was the case, i would have had not ordered it. Why I have used zen? because i thought that dealing with a Japanese company would bring efficiency, transparency, ease of communication....So many things that went wrong. For sure I will not order anything from them.
Reply from ZenMarket2026-06-12
Dear Sol,
Thank you for your detailed review. We are truly sorry for the frustration and confusion you experienced during your first time using our service.
We understand that our buying process can feel heavy compared to standard e-commerce sites. Because ZenMarket acts as a proxy shopping service, our team must manually check and purchase the item from the Japanese seller after funds are added, which adds extra steps to the checkout system.
We also apologize for the misunderstanding regarding shipping timelines and costs. Items purchased through our site must first ship domestically to our warehouse in Japan before international shipping can be calculated and paid for.
We try to provide delivery estimates on our site, but these timelines only apply after the parcel has left our Japanese warehouse. We are truly sorry that this timeline did not align with your expectations, and we will work on making these distinctions much clearer for users on our platform.
Sincerely,
The ZenMarket Team
There was a 3500 yen hidden handling charge added to shipping. I don’t see any explanations about this on their website. Customers want to know such extra fees beforehand. 3500 yen is not a small fee. This seems unethical.
Update:
This fee had been added as a service fee to the invoice. Zen revised it as a part of the shipping fee after I bought it up to their attention. It wasn’t clear to me first of all.
Reply from ZenMarket2026-06-12
Dear Kuma,
Thank you for your review. We are very sorry for the confusion and frustration regarding the 3,500 JPY charge on your shipping screen.
We would like to clarify that this charge is a standard customs brokerage fee required by FedEx and FedEx LowCost for processing international shipments through customs. We always aim for complete transparency, which is why this fixed carrier fee is displayed and included in the total on the final payment confirmation screen before you complete your shipment.
We understand how frustrating it can be to encounter unexpected costs at checkout if you aren't familiar with a carrier's specific handling policies. Your feedback is highly valuable to us, and we will look into ways to make these carrier-specific brokerage fees even more prominently explained on our information pages.
If you have any further questions about your invoice, please do not hesitate to contact our customer support team through your account.
Sincerely,
The ZenMarket Team
Excellent service , used many times. Very safe and professional
Reply from ZenMarket2026-06-04
Dear Julien,
Thank you very much for your kind review and for your continued support.
We’re delighted to hear that you have used ZenMarket many times and continue to find our service safe and professional. Long-term customers like you mean a great deal to us.
We truly appreciate your trust and look forward to assisting you again in the future.
Sincerely,
The ZenMarket Team
Dear Khalid,
Thank you for your feedback. We’re sorry to hear that you found the process slow and complicated.
We understand that speed and simplicity are important, and we know that our service may feel different from a traditional online store due to the additional steps involved in purchasing, receiving, and shipping items internationally.
Your comments are appreciated and will be shared with our team as we continue working to improve both our processing times and overall user experience.
Sincerely,
The ZenMarket Team
Once again, another pleasant transaction. Although the box was damaged again, still assuming from transit, the contents were unharmed and wrapped securely with layers of bubble wrap. Also, I got a Box Head origami sheet for the first time! Still a satisfied customer. Thank you! :)
Reply from ZenMarket2026-06-04
Dear Flying Pikachu,
Thank you very much for your continued support and for sharing your third review with us.
We’re delighted to hear that you had another positive experience and that your items arrived safely despite the wear to the outer box during transit. It’s great to know that the packaging helped protect the contents and that you enjoyed the Box Head origami sheet as well.
We truly appreciate your trust in ZenMarket and look forward to assisting you with many more purchases in the future.
Sincerely,
The ZenMarket Team
Excellent Buying Experience and Smooth Process with ZenMarket
I recently used ZenMarket for several purchases, and so far I’m very satisfied with the entire buying process. The website is user-friendly, the ordering system is clear and efficient, and the customer support team has been helpful and responsive throughout the process. I also appreciate the detailed updates and transparent communication regarding each order. The experience has been smooth, professional, and easy from start to finish. Looking forward to receiving my packages, and based on my experience so far, I would definitely use ZenMarket again.
Reply from ZenMarket2026-06-04
Dear moshicko elimeleh,
Thank you very much for your detailed and thoughtful review.
We’re delighted to hear that you’ve had a positive experience with ZenMarket and that you found the website easy to use, the ordering process clear, and our customer support team helpful throughout your purchases. Providing transparent communication and regular updates is something we work hard to maintain.
We truly appreciate your trust in our service and are glad that your experience has been smooth from start to finish. We look forward to assisting you again with your future purchases.
Sincerely,
The ZenMarket Team
The transaction was professionally and efficiently completed on a timely basis with no issues. This was my first time using ZenMarket, and using them saved me a trip to Japan to purchase an item that is only available there. The fee for their service is very small, especially considering the travel cost for me to go myself, and the language barrier I'd have to deal with. I am very thankful for this service being available to me.
Reply from ZenMarket2026-06-04
Dear Glen,
Thank you very much for your kind review.
We’re delighted to hear that your first experience with ZenMarket was a positive one and that the transaction was completed smoothly and efficiently. It’s especially rewarding to know that our service helped you access an item from Japan while saving you the time, expense, and challenges that international travel can involve.
We truly appreciate your trust in ZenMarket and are grateful for your support. We look forward to assisting you again in the future.
Sincerely,
The ZenMarket Team
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