FAQ

Hello Japan - Frequently Asked Questions

1. What are your shipping rates and options?

We offer cost-effective and reliable international shipping through Japan Post (Airmail) and FedEx. Shipping costs are calculated at checkout based on your location and selected shipping method.

2. What is Hello Japan's shipping timeframe?

Orders are typically processed within 1–3 business days after payment confirmation.

Estimated delivery time:

  • International orders: approximately 8–12 business days after shipment

Please note that delivery times are estimates and may vary due to customs processing, local carriers, holidays, or other external factors.
Delivery times may be longer than usual due to high order volume, peak seasons, or other circumstances.

3. Do you offer international shipping?

Yes, we ship to selected countries worldwide. Shipping availability and options are displayed at checkout.

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

Orders shipped internationally 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 the responsibility of the customer. Hello Japan does not control or collect these fees.

5. How can I track my order?

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 (e.g., Japan Post, USPS, FedEx).

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

Orders may be modified or canceled before processing or shipment begins.

Please contact us as soon as possible via our Contact page.
Once processing or shipment has started, changes may no longer be possible.

7. What is your return and refund policy?

We accept returns or refunds only under the following conditions:

  • 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 for reasons such as personal preference.

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

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

Once your returned item has been received and inspected, we will process your refund as soon as possible.
Processing times may vary depending on order volume and your payment provider.

9. 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.

10. What languages do you support?

We provide customer support in English.
If you need help understanding product details, labels, or any other information, please contact us via our Contact page and we will assist you as clearly as possible.

11. How can I place an order?

Simply browse our store, add items to your cart, and proceed to checkout. Our checkout process is secure and user-friendly.

12. What payment methods do you accept?

We accept major credit/debit cards and PayPal.