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HAPPINESS GUARANTEE

What is the TATCHA Happiness Guarantee?
At TATCHA, our customers are precious to us and we strive to provide authentic experiences that surprise and delight. To that end, we make the following promises to you as part of our customer Happiness Guarantee:

  • Always-free US shipping*
  • 3 Complimentary Samples with every order*
  • Complimentary Skincare Consultations are available Monday - Friday, 9 A.M. to 5 P.M. PST. Just call (888) 739-2932 ext 1 to speak with a TATCHA Skincare Specialist
  • If you are ever unhappy with a purchase, we are happy to provide a full refund - no questions asked. Simply email info@tatcha.com or call (888) 739-2932 x1 for a pre-paid return label (domestic returns only); we will issue the refund the moment we receive the items.

*Applies to all full-size product purchases


PLACING AN ORDER

What forms of payment does TATCHA accept?
We happily accept Visa, Mastercard, American Express and Discover.

How do I know if my order was placed successfully?
Once you place an order on tatcha.com, you will receive an email notification to the email address you provided while placing the order, confirming that your order has been received.

Can I cancel an order once it has been placed?
To cancel an order, please email info@tatcha.com or call 888-739-2932.  Orders ship every day Monday through Friday.


RETURNS & EXCHANGES

Your happiness is our highest priority. If you are dissatisfied with your purchase for any reason, you are welcome to return it for a full refund.

We are happy to offer complimentary returns for all domestic orders. Simply email info@tatcha.com or call (888) 739-2932 x1 for a pre-paid return label; we will issue the refund the moment we receive the items.


PRODUCT QUESTIONS

How often should I use each TATCHA product?
TATCHA's skincare essentials are gentle enough for daily use. Please visit the specific product pages for more detail on each product.

Where are the products manufactured?
All TATCHA products are made in Japan.

Where can I find a retailer that carries TATCHA?
Please visit our Stockists page to see a current list of our retail partners.

Can I return/exchange products purchased from a retailer on tatcha.com?
Any products purchased at one of our retail partners, must be returned to that retail partner.  Only products ordered from tatcha.com may be returned to tatcha.com.

Are the products tested on animals?
We do not test on animals in any country, nor do our vendors, chemists, manufacturers or formulators.


REPLENISHMENT SERVICE

What is the TATCHA Replenishment Service?
We created the TATCHA Replenishment Service to ensure you always have your favorites with you. If choose to opt in, simply select a frequency when placing your order. Every 30, 60, 90 or 120 days, we will charge the card on file and automatically ship your item to you. Enjoy effortless, timeless beauty with the simplicity of TATCHA’s Replenishment Service.

Can I change the frequency of my subscription?
Of course! Simply sign into your account at TATCHA.com and choose the Replenishment Service tab. In the frequency column, select the time interval and adjust according to your preference.

When is my next order date? Can I change my next order date?
All details on your replenishment orders are displayed in your account dashboard. To change your order date, select the current date to show the calendar. Select your new date to adjust your preference.

What is the “exclusive gift” included in every shipment?
TATCHA offers an exclusive and complimentary gift with every shipment placed on the Replenishment Service, including the first. Gifts may be a travel-sized item, a small treasure from Japan or a new item we think you might enjoy trying; it will vary with every shipment.

Do I still receive three complimentary samples with each order?
Each subsequent order on a replenishment subscription will include the same three sample packets that were chosen in the first order. If you would like to adjust the sample packets, feel free to reach out to our Customer Care Team at (888) 739-2932 ext 1.

Does my promotion code apply to every order?
Promotion codes, and the discounts or gift with purchase they provide, will only apply to the first order of a replenishment subscription. Subsequent orders will include purchased items from the initial order, and an exclusive gift.  Promotion codes cannot be added to subsequent replenishment shipments.

How do I return a shipment that I received on the Replenishment Service?
We are delighted to offer our Happiness Guarantee. Should you wish to return an item at any time, simply call (888) 739-2932 ext 1 to speak with a Customer Care Representative. You will be provided with a pre-paid return label via email, and we will process your full refund before sending you a confirmation upon receipt of the return package.

Can a replenishment shipment be expedited?
If, for any reason, you need a replenishment order expedited via 2-day or overnight shipping, please contact our Customer Care Team at (888) 739-2932 ext 1.

How do I cancel my subscription?
To cancel your replenishment subscription, please call our customer care line at (888) 739-2932 ext 1.

For more information, visit our Replenishment Service page here.
 

SHIPPING QUESTIONS
For questions about shipping, please see our shipping information page.
 

WE'D LOVE TO HEAR FROM YOU

Contact Us

TATCHA
300 De Haro Street, Suite 334
San Francisco, CA 94103

Phone: 888-739-2932 ext. 1
Email: info@tatcha.com
Hours: Monday through Friday, 9 A.M. -5 P.M. PST
 

We'd Love To Hear From You

TATCHA
300 De Haro Street, Suite 334
San Francisco, CA 94103
Hours: Monday through Friday, 9am-5pm PST