Shipping & returns

Delivery methods & charges

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.

Delivery within Japan is free for a tax-inclusive merchandise subtotal of ¥10,000 or more, before coupons and excluding gift-wrapping fees.

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.

Preparing your fragrance, with time and care

At Root & Rest, the time each fragrance needs to find its harmony is part of our craft.

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.

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

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.

Dispatch & bank transfer

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.

Returns at your request

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.

Damage, defects or an incorrect item

Contact us within seven days of delivery with photographs showing the issue. We will cover postage for a replacement. If a replacement is unavailable, we will refund the item price and the delivery fee received by the shop.

Changes & cancellation

Please contact us as soon as possible. Changes and cancellations are accepted only before dispatch preparation begins; they cannot be accepted once preparation or shipping has started.