FAQ

Lululun . Hada Labo. Senka. Melano CC. Japanse huidverzorging en cosmetica. Murasaki Cosmetics. Veelgestelde vragen.

 

How can we help you? Here are some of the most frequently asked questions. You can always contact our support team via messenger or email if your question isn't listed.

 

Can I get some advice on which products are best for me?

Yes, Of course! We know all the products can be overwhelming, but we are here to help! Just send us a message via messenger or send an e-mail to: info@murasakicosmetics.com. We will do our outmost best to help you find the right products.

How do I qualify for free shipping?

We hand out free shipping in The Netherlands for orders above €40. For Belgium and Germany orders above €50. 

In Europe zone 1 it is €90 and in Europe zone 2 it is €130. We refer to our Shipping Policy page for more information.

When will my order ship and where does Murasaki Cosmetics ship from?


We do our best to ship orders within 24 hours but it can take up to 2 business days for some orders to be shipped. Murasaki Cosmetics sends all packages from Almere, the Netherlands.

Where is my package?

We ask you kindly to check the tracking code before contacting us. We will try our best to track your package, but we won't be responsible for any missing packages. Our support team will do their outmost best to resolve the complication.

Can I cancel or change my order?

You cannot alter an order once it has been placed. This includes adding or removing any items in the order or changing the shipping method. If you need to update your address or cancel an order, email info@murasakicosmetics.com. Our customer service team will do their best to stop the order, however, this is not guaranteed.

Can I return my purchase?

Yes you can within 14 days of receiving the package although there are some exclusions. Please refer to our Return Policy page for more information.

How can I return my order?

You will have to notify Murasaki Cosmetics’ customer support via email or Messenger on the website. We will provide you with instruction and all the necessary information needed to arrange the return. Please refer to our Return Policy page for more information.

My order arrived with something missing/incorrect/damaged.

Contact Murasaki Cosmetics customer support as soon as possible at info@murasakicosmetics.com. Our customer support team will give you clear instructions how to return your package in case of an incorrect or damaged item(s). In the event of a missing product, Murasaki Cosmetics will forward the missing item(s). These services are without any fees towards the customer.

When will my favorite product be back in stock?

Murasaki Cosmetics always announces the re-stock via newsletter and social media. Please subscribe for all announcements.

What payment methods does Murasaki Cosmetics accept?

We accept iDeal, Paypall, Visa, Mastercard & American Express. Orders within the European Union will not be subjected to any additional charges. For countries outside the EU; there may be additional charges added by your local customs. These fees are paid to the local carrier and customs and are not collected by Murasaki Cosmetics.

Can discount codes and/or offers be combined?

Unfortunately not, only one discount code will apply at checkout. Offers cannot be combined.

What are Murasaki Stars?

Murasaki Stars is our rewards program. Earn stars for every purchase made, for sharing us on social media, for referring friends to Murasaki Cosmetics and for your birthday.

Refer to the Murasaki Stars page for more information.

How do I earn Murasaki Stars?

Sign up: New customers who sign up for the program will get started with 20 Stars!

Purchases: All qualifying purchases earn stars for every euro spent. 1 Euro = 1 Star! 

Birthday stars: Celebrate your birthday with an additional 20 Stars! 

Reviews: Leave a product review at MurasakiCosmetics.com. This only works for products you bought.

Social Sharing: Follow us on Instagram, like us on Facebook or share us on Facebook. These tasks must be completed from our website, while logged into your Murasaki Cosmetics account.

Refer to the Murasaki Stars page for the rewards

I didn’t receive my points, what can I do?

If you didn’t received your stars, please send us a message via messenger or e-mail our customer service team, info@murasakicosmetics.com. We’ll look into the issue and reward you any miles you may be missing.

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