FAQ

Hello Japan - Frequently Asked Questions

Please note:

Purchase and shipping methods may vary depending on your country or region.

Orders may be placed directly with Hello Japan or, in certain eligible countries and regions, through Buyee Connect.

For inquiries regarding orders placed through Buyee Connect, please contact Buyee Customer Support.

1. How can I place an order?

Purchase methods may vary depending on your country or region.

For purchases made directly from Hello Japan, simply browse our store, add items to your cart, and proceed to checkout. Our checkout process is secure and user-friendly.

In certain eligible countries and regions, products may be purchased through Buyee Connect.

2. What payment methods do you accept?

For orders placed directly with Hello Japan, we accept major credit/debit cards and PayPal where available.

The payment methods currently available to you will be displayed at checkout.

For orders placed through Buyee Connect, the payment methods provided by Buyee apply.

3. Do you offer international shipping?

Yes. We ship to selected countries worldwide.

Purchase and shipping methods vary depending on your country or region.

Hello Japan ships directly to selected countries using the shipping methods available at checkout.

In certain eligible countries and regions, products may also be purchased through Buyee Connect, with international delivery arranged through Buyee.

4. What are your shipping rates and options?

For orders shipped directly by Hello Japan, we offer cost-effective and reliable international shipping through Japan Post and FedEx.

Shipping costs are calculated at checkout based on your location and selected shipping method.

For orders placed through Buyee Connect, international shipping from the Buyee-designated warehouse is arranged through Buyee. Shipping methods, fees, and related conditions are provided by Buyee.

For full details, please refer to our Shipping & Delivery policy.

5. What is Hello Japan's shipping timeframe?

For orders shipped directly by Hello Japan, orders are typically processed in approximately 7 business days after payment confirmation.

Estimated delivery times after shipment:

FedEx: approximately 3–5 business days after shipment
Japan Post: approximately 8–15 business days after shipment

Please note that delivery times are estimates and may vary due to customs processing, local carriers, holidays, weather conditions, or other external factors.

Processing and delivery times may be longer than usual due to high order volume, peak seasons, or other circumstances.

For Buyee Connect orders, the approximately 7-business-day processing estimate applies only to Hello Japan's processing and shipment to the Buyee-designated warehouse in Japan. Buyee's processing and international delivery times are not included.

6. Can you tell me more about customs fees and additional charges?

For orders shipped directly by Hello Japan, international shipments may be subject to customs duties, taxes, or import fees depending on your country's regulations.

These charges are determined by local authorities and are generally the responsibility of the customer, except where otherwise required by applicable law.

For orders placed through Buyee Connect, international shipping fees, service fees, customs duties, taxes, or other charges may apply. Please refer to the information provided by Buyee for applicable amounts and conditions.

7. How can I track my order?

For orders shipped directly by Hello Japan, once your order has been shipped, you will receive a shipping confirmation email with tracking information, if available.

Tracking can be checked via the carrier's website, such as Japan Post, USPS, or FedEx.

For orders placed through Buyee Connect, tracking information relating to international delivery from the Buyee-designated warehouse is provided through Buyee.

8. Can I modify or cancel my order after placing it?

For orders placed directly with Hello Japan, we are unable to modify order details after an order has been placed.

If you wish to change your order, please cancel the applicable order or item, if cancellation is still possible, and place a new order.

If you need to cancel all or part of your order, please submit a cancellation request through your order status page.

Cancellations, including partial cancellations, are possible only before the order or the relevant item has entered preparation for shipment.

Once an order or item has entered preparation for shipment or has been shipped, it cannot be canceled except where otherwise required by applicable law.

For orders placed through Buyee Connect, please contact Buyee Customer Support regarding cancellations.

9. What is your return and refund policy?

For orders purchased directly from Hello Japan, under our standard return policy, we accept returns or refunds in the following cases:

The item is defective or damaged upon arrival
The wrong item was received

Due to the nature of our products, including random or limited items, we generally do not accept returns solely for reasons such as personal preference, dissatisfaction with the contents, expectation mismatch, or the absence of a specific item, except where otherwise required by applicable law.

For defective, damaged, or incorrect items, please contact us through our Contact page within 7 days after receiving your order.

This 7-day reporting period does not limit any longer period or other statutory rights available under applicable law.

For orders placed through Buyee Connect, return, refund, compensation, incorrect-item, or damaged-item inquiries must be submitted through Buyee Customer Support.

For full details, please refer to our Returns & Refunds Policy.

10. How long does it take to process a refund?

For orders purchased directly from Hello Japan, once your returned item has been received and inspected, we will process your refund as soon as reasonably possible.

Processing times may vary depending on order volume and your payment provider.

For orders placed through Buyee Connect, please contact Buyee Customer Support regarding refund procedures.

11. Why can product prices change?

Prices displayed in different currencies or for different countries or regions may change due to exchange rates and other currency conversion factors.

For orders placed directly with Hello Japan, the applicable price is the price displayed at checkout when the order is submitted.

For orders placed through Buyee Connect, please refer to the prices and applicable conditions displayed by Buyee.

12. How does Hello Japan ensure competitive pricing?

We source products directly from Japan and carefully select items through trusted suppliers to ensure quality and consistency.

13. What languages do you support?

We provide customer support in English through our Contact page.

If you need help understanding product details, labels, or other information, please contact us and we will assist you as clearly as possible.