Where are your products shipped from? Are they authentic?

We ship from Osaka, Japan. All the makeup brushes we sell are authentic and sourced from the brands themselves or authorized suppliers. Our BoBo Do collaboration brushes are jointly developed with our brand partners.

When will my order be shipped?

Most in-stock items are dispatched within approximately 3 business days.

Some products, including certain Hakuhodo brushes, need to be ordered from the manufacturer and usually take around 7 business days to dispatch. Pre-orders and custom orders follow the estimated schedule provided on the product page or in our email correspondence.

These estimates refer to preparation before dispatch, rather than delivery to your address. Japanese public holidays and busy sale periods may affect processing times. We will contact you if we expect a significant delay.

Can you hold my order so I can add more items later?

Yes! Please contact us as soon as possible after placing your order to request a hold before dispatch.

When you are ready for shipment, please send us all the order numbers you would like shipped together. Please wait for our confirmation that your hold request has been received.

Can I combine multiple orders?

Yes, we can usually combine orders that have not yet been dispatched and are going to the same address.

Please send us the relevant order numbers before shipment. Depending on the contents and shipping requirements, your orders may be sent in more than one parcel.

How are shipping fees refunded when orders are combined?

We will review the shipping fees you actually paid and refund any excess.

Can I change my shipping address or cancel an order?

Please contact us as soon as possible with your order number and the changes you would like to make. We will check whether your order can still be updated or cancelled before dispatch.

After dispatch, address changes and delivery requests depend on the carrier. We will help communicate with the carrier on your behalf. However, due to time differences, it may be quicker for you to contact the local carrier handling your delivery directly.

For custom or personalized items, please contact us to discuss the available options.

Can I use more than one discount?

Product discounts cannot be combined. Our system will apply the best eligible discount to your order.

For example, if you have a 15% discount code but the store is running a 20% Black Friday promotion, the system will automatically apply the 20% discount to eligible items.

Do you offer free shipping?

We offer free shipping on qualifying orders of JPY 70,000 or more.

If you would like to combine several unshipped orders to reach the free-shipping threshold, please contact us before dispatch. We will arrange combined shipping and refund any excess shipping fees you have paid.

Which shipping methods are available?

We use DHL, UPS, FedEx and Japan Post. Available services depend on your destination, the contents of your order and current carrier availability.

Please check the options shown at checkout. If you prefer a particular carrier or would like to request a change, contact us before dispatch. We will check availability and any difference in shipping cost.

How long does international delivery take?

Delivery times depend on the destination, shipping service and customs clearance. Estimated delivery times are provided as a guide and are not guaranteed arrival dates.

Typical delivery estimates after dispatch from Japan:

• Singapore: 1–2 business days
• Australia: 3–5 business days
• United States: 3–5 business days
• Europe: 5–7 business days

If you will be unavailable to receive your parcel, please let us know in advance so we can hold your order until you are ready.

How can I track my order? What if I do not receive an email?

Once your order is dispatched, we send a shipping confirmation with tracking information to the email address provided at checkout.

If you have not received it, please check your spam folder and confirm that your email address was entered correctly. If you need help, please contact us with your order number.

Please provide an accurate email address and a reachable phone number so the carrier can contact you about delivery or customs clearance.

Will I need to pay import duties, taxes or clearance fees?

Depending on your destination, import duties, taxes and carrier clearance or handling fees may apply. Unless your order qualifies for our U.S. import-charge coverage described below, these charges are payable by the recipient and are not included in the product price or shipping fee.

Free shipping does not automatically mean that import charges are covered. Please contact us before ordering if you have questions about shipping options for your destination.

Do you cover import charges for U.S. orders?

For qualifying orders shipped to the United States with a value of JPY 150,000 or more, we cover import duties and carrier customs-clearance fees.

If you would like us to check eligibility across several unshipped orders, please contact us before dispatch. If the carrier sends you a payment request, please follow the instructions in the next answer.

What should I do if I receive a customs payment request for a covered U.S. order?

Please forward the carrier’s duty notice or invoice to baiyutang11@gmail.com, together with your order number and tracking number.

Where possible, we will arrange payment directly. If direct payment is unavailable, we may ask you to pay the charge and send us the invoice and proof of payment so we can refund the covered amount through your order.

If you have already paid, please send us the relevant documents so we can verify the charge and arrange reimbursement. If the carrier has given you a payment deadline, please contact us promptly.

What if my parcel is delayed or held by customs?

Please email us your order number, tracking number and a copy of any notice from the carrier.

We will help check the situation and provide available product or manufacturer information when requested. Customs may also require information directly from the recipient, so please respond promptly to any requests from the carrier.

Will sold-out brushes be restocked? Can I request a custom brush?

Some regular products can be reordered, while limited editions and brushes made with rare or vintage hair stocks may not be available again.

Please contact us with the product name or model number. We are happy to check with the manufacturer. Before accepting an order, we must first confirm restock availability, custom specifications, pricing and the production schedule.

Why does my brush look slightly different from the product photo?

Handcrafted brushes made with natural hair may vary slightly in hair color, shape and dimensions. Lighting during photography may also cause slight color differences between the photos and the actual product.

If you have any concerns, please send us clear photos so we can check them with you.

Can I use natural-hair brushes with liquid or cream makeup?

This depends on the particular brush, its hair type and its construction. Not every natural-hair brush is suitable for liquid or cream products. Please refer to the individual product description for guidance.

If you are unsure, send us the brush model and the makeup products you plan to use. We will be happy to offer advice and help you check their suitability.

How should I clean and care for my brushes?

For everyday care of natural-hair brushes, gently wipe the bristles with a soft towel after use to remove remaining powder.

For brushes used mainly with cream or liquid makeup, gently wipe them with a towel after use as well. We recommend washing these brushes every 1–2 weeks using a mild, pH-neutral cleanser, such as a suitable baby shampoo.

Avoid soaking the handle or ferrule in water. Rinse gently, reshape the bristles and allow the brush to air-dry in a well-ventilated place, away from direct heat and strong sunlight.

If you need care advice for a particular hair type or handle finish, please feel free to contact us before cleaning.

What should I do if an item arrives damaged, incorrect or with a possible defect?

Please contact us as soon as you notice the issue. Include your order number, a description of the problem and clear photos of the item. Once we have verified the issue, we will arrange an exchange or send a replacement.

Can I return an item?

Please contact us before sending anything back. Return eligibility and conditions are explained in our Refund Policy.

Please include your order number and the reason for your return. For custom, personalized or promotional items, please carefully review the applicable return and exchange conditions before purchasing.

How will I receive my refund?

Refunds are issued to your original payment method. Your bank or payment provider may need additional time for the funds to appear in your account.

Shipping-fee refunds and import-charge reimbursements may appear as partial refunds against the relevant orders.

If you have any questions about a refund, please send us the order numbers and amounts you would like to check. We will be happy to help confirm the details.

How can I contact BoBo Do?

You can email us at baiyutang11@gmail.com, use the contact form on our website or send BoBo a direct message on Instagram.

For an existing order, please include your order number. For a product question, include the product name or model number, along with photos if needed. This helps us find the relevant information and respond more quickly.