F.A.Q

Find the answer to your question BEFORE contacting us would save everyone some time and frustration.

How long will it take to prepare my order?
Between 3 and 5 days in normal time. Sometimes, the preparation of your order can take up to 10 days in case of restocking problems due to delays related to COVID-19,for popular pre-order items or busy period such as halloween or Christmas.
Why would I be charged a cancellation fee if I cancel my order?
The first reason: increasing repetitive abuse from some customers. Second reason: Third party payment companies such as PayPal do not always refund fees. Changing your mind is normal but it is not our responsibility to pay for it. We don't want to overcharge customers like many others store and offer you the best rates possible, so please be careful when ordering to avoid cancelling right after. Thanks in advance
How much is the cancellation fee?
Cancellation fees will be 30% on pre-orders and 10% on products in stock.
Why pre-orders new items are not 100% guaranteed ?
The orders we placed with our distributors are not guaranteed when it's concerning unreleased products. We order to them, they order to the makers directly and also have no guarantee to receive everything they requested. That's how it works in Japan and is unrelated to our website. That's the same for ANY website and theirs distributors. Being a quite new and small company, we have no control over these decision from makers that are impacting distributors and indirectly buyers like us. The more popular are the items, the harder it is to get them. When placing an order, please keep this in mind. If you have any doubt, don't place your order. For already released products, re-stock products, it's 100% guaranteed that the new stock is coming.
What delivery methods are available?
We currently use 2 shipping methods: Japan Post and DHL. Please be careful to read the news about COVID-19 because some shipping methods are currently impossible in some countries (COVID reminder notice). As a reminder, we are not a shipping company and therefore have no control over this step.
Why the difference in cancellation fees?
We order products according to pre-orders. Too much abuse in the past forces us to be stricter so we don't end up with thousands of unsold products, especially in a difficult context since COVID-19.
Can you send the products to a different address than mine?
Yes, please fill in the billing address and delivery address when ordering. If you forgot to do so and you have already ordered your products, please contact us quickly.
I have a delivery problem, what should I do?
Please contact the company concerned immediately and provide them with your tracking number. Do not wait several weeks before taking any action or your package may be returned to us.
Do I have to pay the shipping costs again if my package has to be reshipped?
There are two possible cases. If we have the wrong address for any reason, we will bear the cost of returning the goods. If the address provided to us is wrong, or if the post office of your country could not deliver the package for a reason external to Hello Japan, we will be forced to ask you to pay the shipping costs again, as we cannot afford to pay them ourselves. However, please provide us with as much information as possible so that we can file a complaint with the delivery service.
Why don't you offer support on social networks?
The team that manages the SNS and the one that manages the preparation of the parcels is different. We recommend that you contact us by email with your order reference so that your request can be processed quickly. A single email is sufficient.
Are the products sold authentic?
Absolutely, and you can verify this by taking a look at the barcodes and product information.
I am looking for a specific product, can you help me?
Contact us with as much information as possible and we will take care of your request.
Do I need to pay custom fees ?
Please check with the customs office in your country to determine what these additional and possible costs represent before placing an order. We insist on the fact that it is not a question of any additional transport costs and we are not responsible for them.
Can I add other products after paying for my order to avoid additional shipping costs?
This is not possible. The shipping costs you pay are automatically calculated according to the weight of the items in your order. Adding products will therefore add weight, and therefore shipping costs.
Where can I find my tracking number?
Your tracking number will be automatically emailed to you when we ship your order, and will also be available in your customer account. Please do not send an email to customer service to find out if your order has been sent.
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