F.A.Q

Find the answer to your question

How long will it take to prepare my order?
Between 3 and 5 days. In rare cases. the preparation of your order can take up to 10 days in case of restocking problems due to delays related to COVID-19 or for popular pre-order items.
Why would I be charged a cancellation fee if I cancel my order?
Third party payment companies such as PayPal do not refund fees. Changing your mind is normal but it is not our responsibility to pay for it. We don't want to overcharge you like many others do and offer you the best rates, so please be careful when ordering.
How much is the cancellation fee?
Cancellation fees will be 30% on pre-orders and 10% on products in stock.
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.
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.
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.
Product added to wishlist