Shipping & Delivery
Last updated: June 30, 2026 (JST)
This policy applies to orders placed on or after June 30, 2026 (JST).
Processing Time
Orders are typically processed within 1–3 business days after payment has been confirmed.
Please note that processing times may be longer during peak periods, holidays, or times of high order volume.
Packing and Shipping Operations
Order packing, shipment preparation, and delivery arrangements may be handled by Hello Japan or by logistics service providers appointed by us in Japan.
When logistics service providers are used, customer information necessary for packing, shipment preparation, delivery arrangements, and related operations may be shared with them only to the extent necessary to fulfill and deliver the order.
Shipping Confirmation
Once your order has been shipped, a shipping confirmation email will be sent to the email address provided at checkout.
This email will include tracking information, where available.
Estimated Delivery Time
Estimated delivery times vary depending on the destination, shipping method, and shipping conditions.
Estimated delivery times after shipment are generally as follows:
FedEx: approximately 3–5 business days after shipment
Japan Post: approximately 8–12 business days after shipment
However, delivery times are estimates only and may be affected by customs processing, local carrier operations, weather conditions, holidays, or other factors beyond our control.
Shipping Availability
We offer international shipping to selected countries and regions.
Shipping availability may change without notice due to carrier restrictions, customs regulations, or operational circumstances.
Tracking
Tracking information will be provided once your order has been shipped, where available.
Please note that tracking updates may take time to appear depending on the carrier and destination country.
Duties, Taxes, and Customs Fees
Customers are responsible for any duties, taxes, customs fees, or other import charges imposed by the destination country.
These charges are not included in our product prices or shipping fees.
Please note that duties, taxes, customs fees, and original shipping fees are non-refundable, except where refund is required by applicable law.
Order Cancellations
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.
If your order has not yet entered preparation for shipment, we will accept your cancellation request and cancel the order or the applicable item.
Once an order or item has entered preparation for shipment or has been shipped, it cannot be canceled.
If you wish to change your order, please cancel the applicable order or item, if cancellation is still possible, and place a new order.
After shipment, any eligible request will be handled as a return request in accordance with our Returns & Refunds Policy.
Delays and Delivery Issues
We are not responsible for delays caused by customs clearance, carrier issues, weather conditions, holidays, incorrect shipping information provided by the customer, or other circumstances beyond our reasonable control.
If a package is returned due to failed delivery, refusal, unclaimed status, or incorrect address, additional shipping fees may apply for reshipment.
If you experience a delivery issue, please contact us through our contact form and we will do our best to assist you.
Delivered Packages
Once a package is marked as "delivered" by the shipping carrier, we are not responsible for lost, stolen, or missing packages.
We recommend that customers provide a secure delivery location and monitor tracking information carefully to ensure successful receipt of their order.
If you believe your package was delivered incorrectly or is missing, please contact the shipping carrier directly for further assistance.
Returns
Returns
For information about cancellations, returns, and refunds, please refer to our Returns & Refunds Policy.
Contact
For shipping-related questions, please contact us through the form below:
