Frequently asked questions

Can I use the mist or testers on skin?

No. The mist is for rooms and suitable fabrics. Use testers on the supplied blotters, never on skin or the body.

Can I use it on fabrics?

Spray into the air or onto suitable fabrics such as curtains and cushions. Test an inconspicuous area first and spray from 15–20cm away. Do not spray directly onto floors, furniture, leather, painted surfaces or electronics. This product is for rooms and fabrics, not skin or the body.

How do I use a diffuser, and how long does it last?

Remove the cap and insert the six black reeds. Use fewer reeds for a gentler scent. Place on a stable surface away from flames, heat and direct sunlight. Expected duration is approximately 1.5 months, depending on location, temperature, humidity and reed count.

How can I compare scents? Are the samples labelled?

Each selected scent arrives in a labelled 0.5mL vial, with blotters. Apply a small amount to a blotter and compare the fragrance immediately and after resting. Do not apply testers to skin. Five vials, five blotters and a guide card are included.

Which payments are accepted?

Credit cards, Apple Pay, Google Pay, PayPay, Link and bank transfers are processed through Stripe. Available methods are shown at checkout. Cards and similar methods are charged when the order is confirmed. For bank transfers, use the account and amount shown at checkout and in the email. Dispatch preparation begins after funds are confirmed.

Which name and account should I use for a bank transfer?

Use the purchaser’s name in katakana as the sender name. If using another name, email your order number and sender name to support@rootandrest.jp. The receiving account is in Stripe’s name; leave that recipient name unchanged. If the account type is shown as “futsu”, choose “普通” (ordinary deposit).

Transfer the exact amount to the account supplied for this order. Transfer fees are your responsibility. If the amount is short, including where fees have been deducted, the order remains awaiting payment.

Do I need to report my transfer? When is payment confirmed?

Payment is confirmed automatically. Once confirmed, an order confirmation email is sent to the email address used for your order. You normally do not need to notify us after transferring.

Transfers made during bank business hours are usually reflected the same day; transfers outside those hours, on weekends or holidays are generally reflected from the next bank business day. Timing varies by bank and processing conditions; same-day confirmation is not guaranteed.

If you need your order soon or have a preferred delivery date, please contact us before ordering.

How is my order delivered?

Mist-only orders without gift wrapping travel by Click Post. Trial-set-only orders include delivery. Orders containing a diffuser or any gift wrapping travel from Chiba by Yu-Pack, size 60. Confirm the delivery fee in your cart after selecting the destination.

Except for the seven made-to-order full-size fragrances listed below, orders are dispatched within seven business days after payment is completed. For bank transfers, this period begins when payment is confirmed. Saturdays, Sundays and Japanese public holidays are not business days. Full-size mists and diffusers of EARL GREY TEA, LAVENDER HERBAL TEA, REST, AMBER SANTAL, SACRED STILLNESS, SACRED TIMBER and GOLDEN RITE usually take around three weeks from your order to dispatch, allowing the fragrance time to settle. When we have items ready, we may be able to send them a little sooner. Testers (scent trial sets) for every fragrance follow our usual schedule and ship within seven business days after payment. For bank transfers, this period begins when payment is confirmed. We allow each fragrance time to settle into harmony before sending it to you. We will let you know your estimated dispatch date individually after your order.

What happens when testers and made-to-order full-size items are ordered together?

If you order testers together with the full-size fragrances prepared with extra time and care, we send the testers first and the full-size items separately when they are ready.

Delivery is included in the tester price. The delivery fee for full-size items is calculated and paid at checkout, unless your order qualifies for free delivery. There is no additional charge for sending the parcels separately.

Can I choose gift wrapping and individual cards?

Gift wrapping costs ¥400 per item, including tax. It includes a presentation box, paper wrapping, a tagged fabric pouch and a message card. Choose from six card designs in the cart. Each gift may have a different design and message; gifts for one recipient can share a single card. Select a blank card or request a handwritten message of up to 120 characters. Orders containing gift wrapping travel by Yu-Pack, with delivery charged by destination.

Will the packaging match the photographs?

Products are generally sent with the design and packaging shown. Some product design details and packaging materials may change without prior notice.

Can I return or exchange my order?

Except for the seven made-to-order full-size fragrances listed below, orders are dispatched within seven business days after payment is completed. For bank transfers, this period begins when payment is confirmed. Saturdays, Sundays and Japanese public holidays are not business days. Full-size mists and diffusers of EARL GREY TEA, LAVENDER HERBAL TEA, REST, AMBER SANTAL, SACRED STILLNESS, SACRED TIMBER and GOLDEN RITE usually take around three weeks from your order to dispatch, allowing the fragrance time to settle. When we have items ready, we may be able to send them a little sooner. Testers (scent trial sets) for every fragrance follow our usual schedule and ship within seven business days after payment. For bank transfers, this period begins when payment is confirmed. We allow each fragrance time to settle into harmony before sending it to you. We will let you know your estimated dispatch date individually after your order.

Payment is confirmed automatically. Once confirmed, an order confirmation email is sent to the email address used for your order. You normally do not need to notify us after transferring.

Transfers made during bank business hours are usually reflected the same day; transfers outside those hours, on weekends or holidays are generally reflected from the next bank business day. Timing varies by bank and processing conditions; same-day confirmation is not guaranteed.

If no confirmation arrives after the next bank business day, check your spam folder and order status. If payment is still missing, do not transfer again; contact support@rootandrest.jp with your order number, transfer date, amount and sender name. Weather, traffic or carrier conditions may delay delivery.

Contact us by email within seven days of delivery before returning an unopened, unused item. Return postage is your responsibility. Opened or used items, scent testers, items received eight or more days ago, and items damaged or soiled by the customer cannot be returned.

How should I store the products?

Not a cosmetic. Do not use on skin or the body. Do not use or store near flames. Keep out of reach of children and pets, away from direct sunlight, heat and humidity. Do not drink. If the liquid enters the eyes or mouth, rinse immediately with water.