What is the Tatcha Happiness Guarantee?
At Tatcha, we treasure every customer. The following are promises we make to you as part of our Happiness Guarantee:
- Free shipping on all U.S. orders.
- Three free samples with every order.
- Complimentary Skincare Consultations with a Tatcha Skincare Specialist. Available Mon. – Fri., 9 a.m. to 5 p.m. PST, please call (888) 739-2932 ext. 1.
- Full, anytime returns for all domestic orders. To return any items you weren’t completely satisfied with, please email email@example.com or call (888) 739-2932 ext. 1 for a pre-paid return label. You can find more details below in the Returns & Exchanges section. *For returns on our 7 Day Journey Set, please call (888) 739-2932 ext. 1.
Please see our Happiness Guarantee page for more details.
PLACING AN ORDER
What forms of payment does Tatcha accept?
We are pleased to accept Visa, Mastercard, American Express and Discover credit cards for Tatcha orders. We also accept Paypal.
How do I know if my order was placed successfully?
After 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 we received your order.
A Client Care Specialist reviews and handles every order. The Order Confirmation email you receive does not confirm your order is being fulfilled and shipped. Once your order is fulfilled and on it’s way, we will send you a Shipment Confirmation email to confirm. If we cannot fulfill your order, a Client Care Specialist will send a follow-up email and the purchase amount will be returned to your method of payment.
Can I cancel an order once it has been placed?
To cancel an order, please contact us within one hour after the order has been placed. You may email us at firstname.lastname@example.org or call us at 888-739-2932. After the hour window, we cannot guarantee the order will be immediately cancelled.
Can I modify an order once it has been placed?
To modify an order, please contact us within one hour after the order has been placed. You may email us at email@example.com or call us at 888-739-2932. After the hour window, we cannot guarantee the order will be updated per your request.
Please note: Items on our website are not available to purchase for commercial and/or resale purposes.
MAXIMUM PURCHASE POLICY
We want everyone to enjoy the gift of Tatcha. To make this possible, each order from Tatcha.com can have no more than 5 units of any one item. Certain items and other limited edition sets may be restricted to only one or two units. If you have any questions, please do not hesitate to reach out. We would be delighted to be of service and can be reached at 888-739-2932 ext. 1.
U.S. DOMESTIC RETURNS & EXCHANGES
Your happiness is our highest priority. If you are dissatisfied with your Tatcha.com purchase for any reason, you are welcome to return it for a full refund. We are delighted to offer complimentary returns for all domestic Tatcha.com orders. If you redeemed a complimentary promotional item with purchase, please be aware that this item will need to be returned along with the other returned items.
Only products purchased on Tatcha.com may be returned for a refund or exchange. We cannot accept items purchased from another retail store location for an exchange or refund. We also cannot accept empty jars or nearly empty jars for refund or exchange.
Simply email firstname.lastname@example.org or call (888) 739-2932 ext.1 for a pre-paid Fedex return label. We will issue the refund back to the original form of payment within 1-3 business days upon receiving the return shipment and send an email confirmation confirming the details of your refund. *For returns on our 7 Day Journey Set, please call (888) 739-2932 ext. 1.
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 formulated?
All Tatcha products are formulated 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.
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.
For questions about shipping, please see our shipping information page.
WE'D LOVE TO HEAR FROM YOU
350 Rhode Island Street, Suite 110
San Francisco, CA 94103
Phone: 888-739-2932 ext. 1
Hours: Monday through Friday, 9 A.M. -5 P.M. PST