Customer Service

After your order is placed, you will receive an email confirming your order. If you do not receive your confirmation email within 24 hours, please contact us at customerservice@addictiontokyobeauty.com.

Order Processing

Online orders are processed during business hours Monday – Friday, 9am – 5pm ET, excluding major holidays.

• Once your order is placed, you will receive an email confirmation.
• Please allow 2-3* business days to fulfill your order.
• Once your order is fulfilled and ready to ship, you will receive an email with shipping confirmation and tracking details. Depending on the shipping method chosen and your location, orders will deliver in 2-14* business days.
• Orders ship from our warehouse in New Jersey.

*Increases in volume associated with promotions or major holidays may cause delays in processing times and delivery windows to be extended.

Payment Authorization

All purchases are subject to bank authorization prior to processing. Only authorized purchases will be processed and shipped.

Order Tracking

When you receive your confirmation there is a choice to “view your order”. From here orders can be tracked using the Shop app or ADDICTION TOKYO account holders can track within their account. Please follow the steps below.

ADDICTION TOKYO Account Holders
Please log into your account and click on your order. Once your order is open, click on the banner at the top of the page to track your package.

To Track with Shop on Mobile (or other devices) please follow the steps below.
For non-mobile device users s (computers) please contact customer service for assistance.

1. Click the “View Your Order” button in the confirmation email.
2. Click “Track Order with Shop” once you have successfully opened your order in your browser.
3. Sign into Shop or create an account with the email address on your order.
4. Once signed in, your order details will automatically upload for tracking.
5. Start Tracking!

Please note that there are parties online selling our products claiming to be authorized retailers of ADDICTION TOKYO. We cannot guarantee these products are authentic nor can we accept returns from these parties.

For delivery by 12/24 please see shipping cut-off dates below

Ship Method	Order by Date
Standard	12/10
Priority	12/16
Express	12/19

Please note the following: Orders shipping via Priority or Express must be placed by 12 p.m. EST. Unfortunately, we are unable to deliver orders to P.O. Boxes. Orders destined for some locations in Alaska and Hawaii may take up to 21 business days.

If you are not completely satisfied with your purchase for any reason, simply return it within 30 days of its shipped date for a refund of the purchase price, excluding shipping and handling.

To initiate a return, please contact customerservice@addictiontokyobeauty.com with your order number and the items you wish to return.

If your package was damaged in shipment by the carrier, save the box and the merchandise and notify us immediately at customerservice@addictiontokyobeauty.com for the damaged items to be replaced.

Returns or exchanges for purchases made online will not be accepted for return or exchange at an ADDICTION TOKYO counter or other retailer locations.

Returns or exchanges for purchases made at an ADDICTION TOKYO counter or any other retailer locations cannot be returned through addictiontokyobeauty.com. Items not purchased through addictiontokyobeauty.com should be returned at their place of purchase.

If your package was damaged in shipment by the carrier or an item is missing from your order. Please notify us immediately by providing images of your order (in pdf, jpeg, jpg, or png format) with the packing slip and the items you received. Damaged and missing items will be replaced.

If you created an account on this site, your orders can be viewed by clicking here or on the account button and logging into your account or creating one.

If you have created an account on this site, you can update your account information by clicking here or on the account button and logging into your account. There you can change your mailing and billing addresses, name, and password.

This item is considered Hazardous Material (HAZMAT). Therefore, these items cannot be shipped to all addresses. All orders containing Hazardous Materials must be shipped via Standard Ground Shipping and cannot be shipped via Priority or Express. All orders containing Hazardous Materials can only be shipped to addresses within the contiguous U.S. states and cannot be shipped to Alaska, Hawaii, U.S. Territories, PO Boxes or APO/ FPO addresses.

Can I earn points when redeeming a gift card?
If you use gift card to make a purchase on our website, the amount paid with the gift card won't earn points.

Can I earn points when purchasing a gift card?
If you are a loyalty member and make a purchase a gift card on our website you will earn points for the purchase amount of the gift card dependent on your tier level (1x points for Muse, 1.25x points for Artist, 1.5x points for Master).

Monday – Friday, from 9 am — 5 pm EST, excluding major holidays

 

General inquiries or questions about orders placed on this website:
customerservice@addictiontokyobeauty.com

 

Press inquiries:

customerservice@addictiontokyobeauty.com

press@addictiontokyobeauty.com

 

Influencer and brand partnerships:
partnerships@addictiontokyobeauty.com