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If you have any questions, check BEFORE if the answer is not below. If not, send us one message by email, we'll be faster to give you a reply.
Please do not spam us on email and social networks. When we receive messages on every platform, it takes us more time to answer you. Thank you for your understanding
PRODUCTS & ORDERS
Absolutely, and you can verify this by taking a look at the barcodes and product information.
Contact us with as much information as possible and we will take care of your request.
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.
In normal days, your order should be prepared in 5 business days. 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.
Prices are indicated without VTA. The prices shown are the final prices (Japanese taxes are already included), and only shipping costs need to be added.
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.
Unfortunately, promotional cards are only available for direct purchase in stores. Since we buy directly from suppliers, we are not guaranteed to receive them.
You will need to send us a visual proof and then the Hello Japan team will analyse the situation in order to find a solution that will satisfy you.
PAYMENT & SHIPPING
There are many payment methods! - Credit card (MasterCard, Visa) - PayPlug (for European customers) - Stripe - PayPal - Bitcoins
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.
Yes! We do ship worldwide! Be sure to put your email address and your phone number while ordering, postal services might need it to join you ! Once the package is in transit, there is nothing more we can do. As a reminder, we are not a delivery company. Postal services might be also busy during some periods. We are not responsible for delivery times but they do their best to deliver on time.
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. Be sure to put your email address and your phone number while ordering, postal services might need it to join you !
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.
We have no control on custom fees. Customs fees depend on a country's rules and are directed at the customer (not the company who sold you the products). 99% of the time, you won’t have any custom fee but there is still a chance it happens. During the pandemic, it seems that customs fees happen more frequently than it used to. The reason is that online orders are more frequently made and customs want to control it more. All in all, we have no control nor responsibility over custom fees. If you chose Japan Post or EMS, it's very unlikely (impossible) that you'll have to pay for custom fees. However, with DHL it is more likely but still rare. If your package was sent by Japan Post or EMS but you refuse your package, a 10% fee will apply and the shipping cost will not be refunded as well. If your package was sent by DHL but you refuse your package, we will not be able to refund your order. You have the choice with DHL to pay for the redirection of your package to Japan, or to pay for its destruction. You have the right to change your mind but it is not our company's responsibility to pay for it.
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.
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.
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.
CANCELLATION & REFUND
Due to several cases of abuse, each request has to be examined first. If you have a question, first of all, send a message to our customer service. If you decide to open a case with PayPal/Stripe, note that they have the final decision about the claim. Most of the time, the claim is closed since the claim is considered non-receivable. If your request of being refunded has been received, it would take several days to appear. Please note that if you used PayPal, we wouldn’t be able to refund you at 100% since PayPal takes a commission on your purchase. Above 6 months, we can’t refund you on Paypal. We’ll have to do a classic bank transfer. Note that there will be a commission which is why you can’t be refunded 100%. Note that a 10% cancellation fee applies on your order if you want a refund. We order products according to your orders. Too much abuse in the past forces us to be stricter so we don’t end up with thousands of unsold and perishable products, especially in a difficult context since COVID-19. In the case where we sent the package, it arrived at the post office but you didn’t pick it up and want a refund, delivery fees will not be refunded.
If you cancel your order before it is shipped, the cancellation fee applies. Cancellation fees will be 30% on pre-orders and 10% on products in stock and being restocked (excluding pre-orders). If your package was sent by Japan Post or EMS but you refuse your package, a 10% fee will apply and the shipping fees will not be refunded as well. If your package was sent by DHL but you refuse your package, we will not be able to refund your order. You have the choice with DHL to pay for the redirection of your package to Japan, or to pay for its destruction. You have the right to change your mind but it is not our company's responsibility to pay for it.
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
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.
It’s your responsibility to claim the package and provide us with the correct delivery information. When a delivery is attempted at the address you specified when purchasing one of our products and are unclaimed, you will then be informed that it will be held at the local post office with details for redelivery. If no effort is made to claim the package for a prolonged period, then it will be returned to us. It will not be refunded. Therefore, you are required to purchase again if you want another one for redelivery.