Terms of service

Updated 14.3.2025

Terms of Sale

  1. General information
  2. Ordering
    1. Placing your order
    2. Payment methods
    3. Confirming and processing your order
    4. Order confirmation (notification of acceptance of mail order sales)
  3. Delivery method and time
  4. Cancellations and returns
  5. Problematic situations
    1. Product is out-of-stock
    2. Defective or wrong product
    3. Conflict resolution
    4. Representation
  6. Customer Service
  7. Notices
    1. Updating our terms
    2. Changes to prices


  1. General information

The website hohde.jp is one of STR Nordic Oy’s HOHDE websites, which sells products to private customers who have reached the age of majority. (In cases of minors making purchases, parental consent is needed.) Sales are for personal use and purchases for resale purposes are prohibited. We reserve the right to make changes to our pricing, shipping, and to other parts of our Terms. Orders from hohde.jp only ship to Japan.

Please see our Display based on the Specified Commercial Transactions Law for more information on the Company.

Agreement with these Terms of Sale also includes agreement with the Website Terms of Use and with our Special Return Provisions. If you have already made an account on the Website, you have already been subject to the Website Terms of Use  at that point. The placing of orders is subject to payment.

2. Ordering

2.1 Placing your order
Orders can be placed for products sold through the online store by adding individual products to the cart. Products can be added from individual product pages or the overview pages. Once all of the desired products are in the cart, you can place the order by continuing to the checkout page (mail order application page) and filling out the required information on the order form. Once all of the information has been filled out, please carefully review the contents of the final review page for any mistakes prior to continuing to place the order and making the payment for the order. Changes can be made by going back on the check page or by clicking on the specific area of the form that needs to be edited. Order information cannot be changed after completing the payment process.

If everything looks correct on the order form, please continue to confirm the order and make your payment. Payment is made in advance by card with a lump sum payment. The payment processing should begin immediately during the order process, though the actual date the card is billed depends on the credit card provider. Once clicked on the order button, you may be redirected to additional authentication pages according to the card providers requirements. After completing a possible authentication process, you will be redirected back to the order thank you page and your order will be received in the systems.

Orders can also be made with the accelerated checkout methods ShopPay and ApplePay, in which information saved to the customer’s own ShopPay account or ApplePay wallet is used to automatically fill out the customer, payment, and shipping information. These can be used directly from the checkout page. Please make sure that your information in your account/wallet is up-to-date and review that the order contents are correct. Then you will need to authenticate your purchase. Follow the authentication instructions according to the device you are using. Payment will be collected immediately during the order process, and the checkout process will go according to ShopPay and ApplePay’s checkout methods.

In case of mistakes noticed after submitting the order and paying, please contact customer service as soon as possible to rectify the mistake. We are unable to make changes if the order has already been processed and shipped.

2.2 Payment methods
You can pay by payment card (credit or debit) through Shopify Payments on our online store. We also offer the possibility of paying through ShopPay or ApplePay. Please see our Payment Methods page for more information.

We do not currently accept other forms of payment. The card used through an accelerated checkout method needs to be one that we accept. Payment is made in advance by lump sum payment and needs to be processed in order for the order to be finalised. 

2.3 Confirming and processing your order

Once your card payment has been processed, you will be redirected to our Thank You page. In general, your order should be confirmed at that point and the copy of the contract made with you will be sent (order confirmation email). Your order has been received and will be placed in the queue for packing and shipment processing.

If your browser directs you to the Thank You page after placing your order and completing your payment, you can rest assured that your order has been received by our systems and processing will start. If your order was unable to be completed for some reason and you were not directed to the Thank You page, please contact us for assistance.


2.4 Order confirmation (notification of acceptance of mail order sales)

You should receive an order confirmation email sent to the email address you used when placing your order. We will have on record that you have been sent an order confirmation. The contents of the order confirmation email (notification of acceptance of mail order sales, your contract with us) will be in Japanese. By completing your application, you agree to entering into a contract with us and receiving the order confirmation sent electronically by email.

If it looks like you haven’t received an order confirmation email, we recommend first checking the trash or spam folder. If you still have not received an order confirmation, please contact our customer service to let us know.

The order confirmation will have information on your ordered products, other contract details, and all other information required to be included in the notification of acceptance of mail order sales. 

You will receive one order confirmation email for each order that is placed. All products ordered at the same time will be included in the same order confirmation and included in the same delivery. 


In rare cases there may be the situation that we have accepted your offer, but the card provider does not finalise the purchase and the offer expires. In cases that the pending payment expires, we are unable to fulfill the order and the contract, regardless of initial acceptance, as contract and order fulfillment is dependent on completed payment. We will contact you separately in this case. If the card provider does not approve the payment, the contract will not be in effect, as contracts are only valid with payment for products.

3. Delivery method and time

Orders will be processed within the same working day after the credit card transaction is finalized. We aim to ship all orders received during business hours on the same day. Orders received outside business hours are shipped on the following business day. As a general rule, we do not ship on Saturdays, Sundays, and Finnish holidays. If there is a delay due to missing items, or any other reason, we will notify you by e-mail.

All necessary shipping fees to send the product from Finland to Japan are added at the end of the checkout process before finalizing the order. Fees are normally XX-XX. We currently ship orders from hohde.jp only to Japan. We ship through DHL. Shipping times are generally 6-14 days after the order is processed. We have a separate Shipping Policy page with more information on delivery options and shipping fees. The delivery options and prices should also be visible on the checkout page when placing your order. 

All orders placed are personal imports. Please note that the shipping fee does not include any other possible fees, such as customs or consumption tax, that the customer may need to pay. All products ordered are Delivery Duty Unpaid (DDU) and the customer bears the responsibility of paying any duties, fees, or taxes for any amounts exceeding 10,000 yen. Please check Japan Customs's information for current amounts of duties and taxes.

You will be sent an email with the shipping information and tracking code when your order has been shipped from Finland. Please note that once the order has been shipped, circumstances due to the delivery company and method of delivery may affect the delivery time. We will be happy to assist you if your order has not been received within the usual time from the shipment having left Finland.

4. Cancellations and returns

There is no cooling-off period for mail order sales. Sales are subject to Special Return Provisions. We do not accept returns for products that conform to the contact.

If you immediately notice an error in your order, you may be able to cancel an order that has not yet been processed by contacting us using the contact form or by email at japan@hohde.fi If the order has already been processed and shipped, it is no longer possible to cancel the order. Please see our Special Return Provisions for more information.

In case of damaged or wrong products, please contact customer service and share what was wrong with the product. Please see Defective or wrong product below for more information, as well as the information on returns of faulty goods described in the Special Return Provisions.)

5. Problematic situations

5.1 Product is sold-out

We update our inventory in real-time and do not sell products that have sold-out. However, in the rare case this occurs due to a system error, we will inform you of the situation as soon as possible. 

5.2 Defective or wrong product

If you have received either a defective product or the wrong product, please contact customer service. Please include a picture of the product and the batch number to expedite the process.

Contact us using the contact form or by email at japan@hohde.fi and we will work to rectify the cause of the defects. Please include your order number in your message. This helps to speed up the processing. Please see the Special Return Provisions for more instructions on returns for products with defects.

Under the Consumer Contract Act, the customer has the right to receive goods that conform to the contents of the contract. In case the goods do not conform, we will work to rectify the nonconformity. Please let customer service know as soon as possible once the good’s lack of conformity has been noticed. In case of nonconformity, the amount of liability is limited to the actual value of the products subject to the contract. We reserve the right to limit compensation to monetary value instead of other forms of compensation such as replacement.

Please note that as the products being sold are cosmetics, there is always the possibility of a specific cosmetic or ingredient in the product not being suitable for a specific individual, even if they are generally suitable for most and are not defective. In line with the Appropriate Advertising of Pharmaceuticals, we do not make the claim that all products will suit all customers. The customer is aware of this and knows there is no way for us to guarantee that e.g. skin irritation will not occur. Please make sure to read all ingredients listed before purchasing, especially if you have experienced skin reactions before.

We reserve the right to limit the extent of liability as allowed for by law. For other cases of liability, please see our Website Terms of Use.

5.3 Conflict resolution

If we have a disagreement or conflict about payments, shipments, or products, our aim is to try to resolve the situation. Please contact our customer service first and we will try our best to resolve the situation.

If we cannot come to a resolution, as we are an overseas business located in Finland, you are welcome to contact the Cross-border Consumer Center Japan (CCJ) for advice and assistance in potentially negotiating the dispute with us.

5.4 Representation

We adhere to the 不当景品類及び不当表示防止法(景品表示法) when labeling and advertising our products. If you have any questions regarding the representation of products, please feel free to contact us via the contact form  or by email at japan@hohde.fi We accept complaints about misrepresentation and product inquiries to the same email address.

  1. Customer Service

You can contact our customer service with any questions you have such as those regarding our store, our products, or your customer information. We will do our best to respond to your inquiries. Please send us an email at japan@hohde.fi or you can leave a message through the contact form  on our website. We will try to answer your email within 2-3 business days, unless our services are excessively busy. Please note that Finnish public holidays respectively extend response times.

  1. Notices

7.1 Updating of terms

We aim to always have our terms up-to-date. We will update our terms in the following situations: changes to consumer or other relevant law, changes in processing or any business activities covered by these terms, certain areas need better clarification or changes to grammar, et cetera. The bottom of this page states when the terms have last been updated.

Changes to terms are valid from the start of the change date and applicable to new contracts made from that date on. We will outline any relevant changes concerning future sales contracts. Please review the Terms of Sale before entering into a new contract in case changes have been made.

In cases that the changes would be applicable to previous contracts, these are applicable in cases that changes have been made due to changes in law or functioning of the online store and not to the detriment of the customer. We will notify you if a change specifically concerns a contract already made with you that has not been yet fulfilled.

7.2 Changes in pricing

We reserve the right to make changes to pricing of products on our websites. Prices are valid from that point onwards and are not able to be applied retroactively. We also reserve the right to make changes to the shipping fees charged. Current fees are always posted and new orders are only possible to be made with current fees.