ZenMarket

Hi JS, thank you for sharing your experience, we’re sorry to hear that your experience was frustrating and did not meet your expectations. Preorder items from Japanese retailers can sometimes experience delays due to manufacturer or store-side schedule changes, and updates are dependent on the information provided by the retailer. However, we understand that needing to contact support directly for updates can still be frustrating. We also appreciate your feedback regarding the website experience, wallet system, fees, and shipping process. Our balance system is designed to support purchases across many Japanese stores and payment methods, which is why funds are added to an account balance before purchases are completed. Depending on the payment method used, exchange rates and processing fees may also affect the final charged amount. International shipping costs and available methods are determined by factors such as package weight, dimensions, destination country, package contents, declared value, and carrier restrictions. Because of this, some lower-cost shipping methods may not always be available, and final shipping costs can only be confirmed after items arrive at the warehouse and packaging details are finalized. Thank you again for taking the time to share your feedback. Sincerely, the ZenMarket team

Dear Chupapi munyanyo, Thank you for your feedback. We’re sorry to hear that your experience did not meet your expectations. Shipping estimates shown before purchase are approximate and based on the information available at the time, including estimated package size and weight. Final shipping costs can change once the item arrives at the warehouse and the actual dimensions, weight, and packaging requirements are confirmed. For large or fragile items such as car parts, additional protective packaging or reinforcement may be necessary to reduce the risk of damage during international shipping. As explained in our reinforcement policy (https://zenmarket.jp/en/blog/post/15775/reinforcement-policy-fragile-items ), reinforcement can increase parcel size and weight depending on the item and shipping requirements. We understand that the final shipping cost was much higher than expected and appreciate your feedback regarding packaging and estimate transparency. Comments like yours help us continue improving our communication and service. Sincerely, The ZenMarket Team

Dear Andrew, Thank you very much for your kind review. We’re delighted to hear that your first order was a positive experience and that you found the service easy to use throughout the process. It’s also great to know that the shipping costs, taxes, and delivery speed met your expectations. We truly appreciate your support and look forward to assisting you again in the future. Sincerely, The ZenMarket Team

Thank you for your review! We hope we can help you again in the future. Sincerely, the ZenMarket team

Hi Snehan Born, thank you for sharing your experience, we're sorry to hear that you were disappointed with the shipping cost. International shipping rates are determined by the shipping carriers and are based on factors such as package weight, dimensions, destination country, and the shipping method selected. We understand that these costs can sometimes feel unexpectedly high, particularly for larger or heavier packages. We do offer multiple shipping methods where available, along with package optimization options depending on the order contents, and we generally recommend reviewing the available shipping options carefully before shipment creation. However, we understand your frustration if the available rates still did not feel reasonable for your order. We appreciate you taking the time to share your feedback. Sincerely, the ZenMarket team

Hi David, thank you for sharing your experience and we're sorry to hear it was frustrating. Certain cosmetics and beauty products can be restricted for international shipping depending on the destination country, carrier regulations, and product ingredients. Because of this, we strongly recommend checking our prohibited and restricted items information before making purchases, as some items that are available for sale within Japan may not be eligible for export internationally. Our team is making efforts to provide blog articles and warning banners on customer accounts regarding such restrictions. However, since the rules vary depending on the destination country, we kindly ask customers to carefully check and exercise caution when purchasing products. Regarding disposal and account restrictions, these processes are handled according to our operational and payment security policies, including during active payment disputes. We appreciate you taking the time to share your feedback, as experiences like this help highlight where clearer communication is needed. Sincerely, the ZenMarket team

Thank you so much for your continued support! We’re happy to hear your overall experience with us has been pleasant and your recommendation is highly appreciated. It means a lot to us that we could help you get the items you wanted. Thank you for choosing us! Sincerely, The ZenMarket Team

Thank you for your kind review! We're happy to hear that everything was smooth for you. It’s great to know you were satisfied with the shipping and our service. We look forward to helping you again! Sincerely, The ZenMarket Team

Thank you for your review ! We're glad to hear the system was easy to use and the process was smooth all round - We hope to support your future purchases as well! Sincerely, The ZenMarket Team

Hi Timothy, thank you for sharing your first time experience with us. We’re glad you were able to find items that were difficult to source elsewhere and at fair market prices. At the same time, we completely understand your concerns regarding the overall cost. Because proxy services involve both purchasing items in Japan and forwarding them internationally, the final total can sometimes end up higher than expected, especially for lower-value items. International shipping costs are also calculated after items arrive at the warehouse, since the final package size and weight determine the available shipping methods and rates, but we understand this can make budgeting difficult earlier in the process. We appreciate the honest and balanced feedback. Our service is often best suited for rare, Japan-exclusive, or hard-to-find items, and your comments help highlight where we can continue improving transparency around fees and shipping costs. Sincerely, the ZenMarket team

Thank you for your kind review. We’re pleased to hear your items arrived safely and that you had a smooth shipping and packaging experience. We hope to support your future purchases as well. Sincerely, The ZenMarket Team

Hi there, We’re sorry to hear about your experience, especially regarding the condition of your parcels - that’s not something we take lightly. We’d really like to properly review your case and the damage you received. Please contact our customer support team directly with your order details and photos so we can investigate and work toward a resolution. We take situations like this seriously, and we’d appreciate the chance to look into it further. Sincerely, the ZenMarket team

Thank you for your review! We’re pleased to hear your items arrived safely and that you had a smooth shipping experience. We hope to support your future purchases as well. Sincerely, The ZenMarket Team

Hi Danny, thank you for sharing your experience and we're sorry to hear it has been frustrating. We understand how delays and unclear costs can make the process feel stressful, especially when waiting on an order for an extended period of time. International shipping and proxy purchasing can involve additional fees depending on the seller, shipping method, package consolidation, and customs-related handling, but we also recognize that this information needs to feel transparent and easy to follow throughout the process. We appreciate you taking the time to share this feedback, as it highlights areas where we still need to improve the customer experience and communication speed. If you haven’t already, please reach out to our support team with your order details so we can review the status of your shipment directly. Sincerely, the ZenMarket team

Hi there, We’re really sorry to hear how this experience turned out, especially given how important and limited your item is. Receiving it in damaged condition is understandably upsetting. We also recognize the waiting times and back-and-forth with support added to your frustration. While our team aims to respond as quickly and clearly as possible, delays can happen during busy periods. Most importantly, we’d like to properly look into the condition your item arrived in. Please contact our support team with photos of the damage so we can investigate this with the carrier and review what happened during packing and shipping. We appreciate you taking the time to share this, and we’re sorry again that this didn’t meet expectations. Sincerely, the ZenMarket team

Hi there, Thank you for your detailed feedback, and we’re sorry for the frustration this situation caused. To clarify, though the storage countdown continue, we suspended the application of storage fees and automatic disposal for affected items until a specific date. We understand that partial disruptions can still create uncertainty, and we recognize this can feel limiting when you’re trying to choose a safe and reliable option. This isn’t intended to pressure your decision, but we understand how it may come across that way. About inconsistent shipping information - during rapidly changing conditions, discrepancies can occur, and we acknowledge that this made planning more difficult than it should have been. We appreciate your suggestions around storage flexibility and clearer updates - this is valuable feedback for us. If you’d like us to review your order further, please reach out to customer support. Thank you again for sharing your experience. Sincerely, the ZenMarket team

Thank you so much for your review! We're glad to hear you were satisfied with the website and buying process. We look forward to helping you again soon! Sincerely, The ZenMarket Team

Thank you for your review! We’re glad to hear your package arrived safely and that you were satisfied with our service. We appreciate you choosing ZenMarket and hope to assist you again soon ! Sincerely, The ZenMarket Team

Thank you for your review - we're glad we could help you deliver your items! We hope to help you again soon. Sincerely, The ZenMarket Team

Thank you for your kind review! We're happy to hear that everything was smooth for you. It’s great to know you were satisfied with the shipping and our service. We look forward to helping you again! Sincerely, The ZenMarket Team