Q&A

Natural cultivation and organic cultivation are different farming methods.

Organic cultivation is a farming method that meets standards set by international organizations and governments and has obtained certification from a third-party organization. The use of pesticides and chemical fertilizers is strictly limited. To ensure a stable supply, humans may assist plants that are diseased or unhealthy.

Natural cultivation is a farming method that does not use any pesticides, chemical fertilizers, or organic fertilizers. It is based on the idea of "growing with only the power of nature, without adding anything," rather than a certification system. It begins with ensuring "powerful land full of energy" where trees grow vigorously in an unpolluted natural environment without human intervention, and fruits are not harvested from trees that have lost their vitality.

WELINA's Hawaiian ingredients use organically certified ingredients grown under this natural cultivation philosophy. For reference, the main criteria for USDA organic certification are as follows:

• At least 95% of the ingredients, by weight, excluding water and salt, must be organic.
• Organic ingredients must be used from land that has not used pesticides or chemical fertilizers for at least three years.
• No genetically modified crops may be used.

Among these ingredients, our recipes use wildcrafted, unrefined ingredients that meet even stricter conditions. In recent years, natural cultivation/wildcrafting has come to be recognized as even more ideal than organic certification.

Since its establishment, as a cosmetic brand safe for babies, we have carefully selected botanical ingredients from unpolluted regions around the world and imported them through our unique channels. WELINA's ingredients are cultivated and harvested in naturally rich environments, including Hawaii, and are completely free of pesticides and chemical fertilizers. Products are manufactured under quality control at specialized factories in Japan.

～ Main Organic Certified Ingredient Origins ～
・Kukui Nut Oil (Oahu, Hawaii) ・Macadamia Nut Oil (Hawaii) ・Argan Oil (Morocco) ・Rose Geranium (France) ・Melaleuca ericifolia Leaf Oil (Australia) ・Mandarin (Italy) ・Cypress (France) ・Ylang-Ylang (Madagascar) ・Eucalyptus (Spain) ・Others

～ About Water ～
The Hawaiian deep sea water used in our products is said to be the least polluted water on Earth, having flowed for approximately 2,000 years from near the Arctic before chemical pollution began.

Our products, based on the concept of "aiming for zero irritation and damage accumulation" since our inception, can be used with confidence not only by babies and children but also by those suffering from irritation and itching.

Welina skincare products extract all ingredients from natural plants. We believe that true beauty means no harm to the body or the planet, and we have realized "additive-free organic cosmetics with a focus on quality."

WELINA products' "additive-free" refers to the absence of the following ingredients:

• Preservatives (parabens, phenoxyethanol, etc.)
• Synthetic fragrances/colors
• Mineral oil/silicone
• Petroleum-based surfactants
• Chemical-based agents, mineral-based ingredients, ingredients with potential side effects

Formulated only with plant-derived natural ingredients, our products are designed to minimize irritation to the skin. For detailed ingredient information, please refer to the full ingredient list on each product page.

As no preservatives are used, please store in a cool, dark place away from direct sunlight. The approximate guidelines for maintaining quality are as follows:

• Unopened: Within 3 years of manufacturing
• After opening: Within 3 months (please use as soon as possible)

Additionally, due to the nature of natural ingredients, which can lose their scent easily, we recommend using unopened products within 6 months to 1 year, and opened products within 1 month. Please refrain from storing in the refrigerator, as ingredients may separate or solidify.

We thoroughly manage our monthly production and inventory to ensure that we deliver freshly made products to everyone. Please check the product packaging for the specific expiration date.

Yes, it's mildly acidic.

Yes, it can be safely used for face washing. Noru Soap is a very gentle (mildly alkaline) cold-process soap made with carefully selected, low-irritant ingredients.

Kiss for Town and our lotions do not contain alcohol (ethanol) (0%). Please check the laws of the destination country regarding restrictions on international airmail shipments in advance.

Instead of relying on fast-acting chemicals, the soothing and abundant mineral components found in natural plants work slowly on your skin. This product aims to help your skin create its own vibrant vitality without relying on the power of cosmetics.

While individual results may vary, the general guidelines are as follows:

• Moisturizing and hydrating effects: Many users experience these immediately after use or within a few days.
• Improvement in skin quality and texture: Most users experience these effects with continuous use, typically within 1 to 3 months.

We've focused on naturally cultivated raw ingredients to cater to various skin types, so we recommend continuous use for at least one month to start.

No, you can use it on areas other than your mouth and eyes. Our multi-purpose balm is gentle and can be used from face to whole body.

Apply directly to areas that are dry, damaged, itchy, or have hardened skin to make them smooth. Examples of use include: dry areas such as elbows, knees, and heels; lips; eyebrow and eyelash care; cuticle care (around nails); and moisturizing care for the neck area.

It is a very convenient product that can be easily carried when going out or traveling, and can be widely used from face to whole body as a substitute for serum and moisturizer. Made only with plant-derived ingredients, you can use it with peace of mind.

All products can be used for babies. Among them, we recommend "Mama Kiss Baby", "Kikoko", and "Amarka-chan Series". All products are made from gentle natural ingredients, so there is no harm even if a baby licks them.

Baby massage oil can be used generously all over the body. Made with 100% plant-derived ingredients and free of unnecessary additives such as preservatives and synthetic fragrances, it is safe for delicate baby skin. It can be used all over the body for daily care after bathing, baby massage that babies love, and moisturizing care.

Baby sunscreen has a gentle fragrance, so please feel free to use it for daily outings and sunbathing. The gently scented bath & hair care "Kikoko" gently washes from head to toe in one bottle, without the need for conditioner.

*The Amarka-chan Series is also highly recommended for those with severe dry and sensitive skin. We recommend a patch test when using for the first time (apply a small amount to the inside of your forearm and observe for 24 hours).

For adults looking for a facial UV protection product, Clear Veil Essence is more suitable. Baby Massage Oil is designed for whole-body moisturizing and does not contain UV protection ingredients.

Natural oil components may solidify at low temperatures. Please shake well before use after leaving it at room temperature for a while. We recommend storing it at room temperature, away from direct sunlight.

As this product contains naturally derived ingredients, there may be slight variations in scent and texture depending on the manufacturing lot, season, and storage conditions. This does not affect the quality of the product, but if you have any concerns, please contact customer support.

WELINA products are "skincare cosmetics," not "treatments" or "medicines." Therefore, we cannot legally guarantee their effectiveness in treating or curing symptoms.

The oils used as a base contain ultra-mild ingredients that have been well-received by those with severe dry skin and extremely sensitive skin. Many customers have experienced the natural ingredients' ability to soothe discomfort caused by dryness and improve skin condition, thanks to their moisturizing and barrier-supporting properties.

If you have atopic dermatitis or other skin conditions, please consult a doctor before use. If any skin abnormalities appear, discontinue use immediately and seek medical attention from a dermatologist if necessary.

Individuals undergoing treatment for conditions such as atopic dermatitis should consult their doctor before use, as the compatibility with current medications and individual skin conditions may vary. Always follow your doctor's instructions regarding the use or discontinuation of any medication.

If your doctor has restricted the use of certain ingredients, please check the full ingredient list of the product and consult your doctor. WELINA products are made with plant-derived ingredients and are used by many people with sensitive skin. However, we recommend performing a patch test (applying a small amount to the inside of the upper arm and observing for 24 hours) when using the product for the first time.

*If the product does not suit your skin, discontinue use and consult a dermatologist.

Orders are typically shipped within 2 business days of confirmation. For same-day shipping, please place your order by 1:00 PM. Orders placed on Saturdays, Sundays, or public holidays will begin processing on the next business day. We use Yamato Transport for deliveries, and you will receive your tracking number by email once your order has shipped.

It may be possible to make changes before shipment. Please contact customer support as soon as possible. If the order has already been shipped, it will be difficult to make changes or cancel it, so please contact us immediately after placing your order.

Cancellations are accepted before shipping. Cancellations after shipping will be processed as returns (shipping costs will be borne by the customer). For returns due to customer convenience, the product must be unopened and contact must be made within 7 days of delivery.

After logging in to the Welina Shop, you can make changes by navigating to "Order Information" → "Change Subscription Settings" → "Payment Method" → "Change".

You can remove the item by adding it to your cart, proceeding to the second payment screen, and then going to "Payment Method" > "Change" > "Manage Card Information."

You can pause or cancel your subscription yourself from the subscription section of My Page (Account Page).

Please complete the procedure by the day before your next order date. Please note that the order date, not the delivery date, is the basis.

If you purchased on Rakuten Ichiba, you can complete the procedure from "Purchase History" on Rakuten Ichiba.

If you are unsure how to operate, please contact us via the inquiry form or LINE.

Yes, you can. In your My Page (account page), under the "Subscription" section, you can change your delivery cycle, skip the next delivery, pause your subscription, change the quantity, and modify the shipping address or delivery date/time.

Please complete these procedures by the day before your next order date. The order date, not the delivery date, is the basis.

If you purchased on Rakuten Ichiba, you can perform similar procedures from your "Purchase History" on Rakuten Ichiba.

On this site (welinaorganics.com) and Rakuten Ichiba, you can set the delivery cycle for each product, allowing you to change or pause individual items.

On our main store (welina.jp), products ordered simultaneously are combined into a single subscription, so individual product changes are not possible. If you wish to use them separately, please register for each item individually.

Returns due to customer convenience are only accepted for unopened and unused items, provided you contact customer support within 7 days of receiving the item. Return shipping costs are the customer's responsibility.

Customer support will provide you with the return address when you contact us. When returning the item, please write [Return / Order Number] in the "Product Name" and "Remarks" fields on the shipping slip. After confirming receipt of the item, we will refund the item price.

We sincerely apologize for the inconvenience. Please contact customer support within 7 days of receiving the item. If the reason for the return is due to our company's circumstances, we will bear the full shipping cost. Please return the item cash on delivery (we will provide the return address when you contact us).

• If you wish to exchange: We will send you a new item before we receive your return.
• If you wish a refund: We will issue a refund after we receive the item.

• Credit card payments: We will process a cancellation (payment reversal) within the shop.
• Cash on delivery: Refunds will be made via bank transfer.

The timing of refunds varies depending on your card company's cutoff date, and it typically takes about 1 to 2 months.

Official WELINA ORGANICS ONLINE SHOP

• Main Shop (welina.jp): 5% back on all purchases
• New Shop (welinaorganics.com): 5-9% back depending on cumulative purchase amount

In both cases, 1 point can be used as 1 yen. Points are valid for 1 year from the date of the last purchase.

Points for this store (welina.jp) and the new shop (welinaorganics.com) are managed separately. Please note that points must be used at the respective shops.

However, points can be transferred. *Our customer support will assist customers who wish to do so.