Shipping & Delivery
Last updated: October 6, 2026 (JST)
This policy applies to orders placed on or after October 6, 2026 (JST).
Shipping Availability and Purchase Methods
Purchase and shipping methods vary depending on the customer’s country or region.
Customers in the United States, Canada, the United Kingdom, and Australia can purchase directly from Hello Japan.
Customers in other eligible countries and regions may purchase through Buyee Connect.
Shipping and purchasing availability may change due to carrier restrictions, customs regulations, service availability, or operational circumstances.
Orders Through Buyee Connect
For orders placed through Buyee Connect, Hello Japan ships the order to a warehouse in Japan designated by Buyee.
Hello Japan’s obligation to deliver the products is completed when the products are delivered to the Buyee-designated warehouse in Japan.
International delivery from the Buyee-designated warehouse to the purchaser is arranged through Buyee.
International shipping methods, shipping fees, estimated delivery times, tracking, duties, taxes, customs fees, and other related charges or procedures are subject to the applicable terms and procedures of Buyee.
For all shipping-related questions or delivery issues regarding orders placed through Buyee Connect, please contact Buyee Customer Support.
If an issue attributable to Hello Japan occurs before completion of delivery to the Buyee-designated warehouse in Japan, we will cooperate with Buyee as necessary to review and address the matter. Customer inquiries and related procedures will continue to be handled through Buyee Customer Support.
Processing Time
Orders are typically processed in approximately 7 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.
For orders placed through Buyee Connect, this processing estimate applies only to Hello Japan’s preparation of the order for delivery to the Buyee-designated warehouse in Japan. It does not include processing time or international delivery time after the order arrives at the Buyee-designated warehouse.
Packing and Shipping Operations
Order packing, shipment preparation, and delivery arrangements handled by Hello Japan, including shipments to a Buyee-designated warehouse in Japan, may be handled by Hello Japan or by logistics service providers appointed by us in Japan.
When logistics service providers are used, 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
For orders shipped directly by Hello Japan, 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.
For orders placed through Buyee Connect, notifications and tracking information relating to international delivery from the Buyee-designated warehouse are provided through Buyee.
Estimated Delivery Time — Direct Hello Japan Orders
For orders shipped directly by Hello Japan, 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 8–15 business days after shipment
These delivery times are estimates only and may be affected by customs processing, local carrier operations, weather conditions, holidays, or other factors beyond our reasonable control.
For orders placed through Buyee Connect, the above delivery estimates do not apply to international delivery from the Buyee-designated warehouse. Please refer to Buyee for applicable international delivery estimates.
Tracking
For orders shipped directly by Hello Japan, tracking information will be provided once your order has been shipped, where available.
Tracking updates may take time to appear depending on the carrier and destination country.
For orders placed through Buyee Connect, tracking information for international delivery from the Buyee-designated warehouse is provided through Buyee.
Duties, Taxes, and Customs Fees
For orders shipped directly by Hello Japan, customers are responsible for any duties, taxes, customs fees, or other import charges imposed by the destination country or region.
These charges are not included in our product prices or shipping fees.
Duties, taxes, customs fees, and original shipping fees are non-refundable except where refund is required by applicable law.
For orders placed through Buyee Connect, international shipping charges, duties, taxes, customs fees, Buyee service fees, and other related charges are handled in accordance with the applicable terms and procedures of Buyee.
For questions regarding these charges, please contact Buyee Customer Support.
Order Cancellations
For orders placed directly with Hello Japan, 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, except where otherwise required by applicable law.
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.
For orders placed through Buyee Connect, cancellation inquiries and procedures must be handled through Buyee Customer Support and are subject to the applicable terms and policies of Buyee.
Nothing in this section limits any statutory rights available under applicable law.
Delays and Delivery Issues
For orders shipped directly by Hello Japan, delivery may be delayed due to customs clearance, carrier operations, weather conditions, holidays, incorrect or incomplete shipping information provided by the customer, or other circumstances beyond our reasonable control.
If a package is returned to us due to failed delivery, refusal, unclaimed status, an incorrect or incomplete address provided by the customer, or the customer being unavailable to receive the shipment, additional shipping fees may apply for reshipment.
If you experience a delivery issue before delivery is completed, please contact us through our contact form. We will review the available shipping information and, where appropriate, assist with inquiries to the carrier.
For orders placed through Buyee Connect, please contact Buyee Customer Support regarding delays, failed delivery, returned packages, or other delivery issues.
If the issue relates to a matter attributable to Hello Japan before completion of delivery to the Buyee-designated warehouse in Japan, we will cooperate with Buyee as necessary to review and address the matter.
Delivered Packages — Direct Hello Japan Orders
If tracking shows that your package has been delivered but you cannot locate it, please first check the delivery location and contact the shipping carrier directly for further information.
If the issue cannot be resolved with the carrier, or if you believe the package may have been delivered incorrectly, please contact Hello Japan. We will review the available tracking and delivery information and, where appropriate, assist with further inquiries to the carrier.
Once an order has been properly delivered to the shipping address provided at checkout, Hello Japan does not guarantee replacement or refund for loss or theft occurring after delivery, except where otherwise required by applicable law.
For orders placed through Buyee Connect, please contact Buyee Customer Support regarding delivery issues.
Returns
For information about cancellations, returns, and refunds, please refer to our Returns & Refunds Policy.
Contact
For shipping-related questions regarding orders shipped directly by Hello Japan, please contact us through the form below:
https://hello-japan.com/pages/contact
For shipping-related questions or delivery issues regarding orders placed through Buyee Connect, please contact Buyee Customer Support.
