Refund policy

Last updated: June 30, 2026 (JST)
This policy applies to cancellation, return, and refund requests submitted on or after June 30, 2026 (JST).

Order Cancellation

To request cancellation of an order, please submit a cancellation request through your order status page..

After receiving your cancellation request, we will check the shipment preparation status of your order.

If your order has not yet entered preparation for shipment, we will accept your cancellation request and cancel the order.

If your order has already entered preparation for shipment or has been shipped, the order can no longer be canceled.

After shipment, any eligible request will be handled as a return request in accordance with this policy.

Once your order has been shipped, a shipping confirmation email will be sent to the email address provided at checkout.

Eligible Returns

We accept returns only in the following cases:

  • The item is defective or damaged
  • You received the wrong item

To request a return for a defective, damaged, or incorrect item, you must contact us within 7 days after receiving your order through our contact form below:
https://hello-japan.com/pages/contact

For customers in the European Union exercising a statutory right of withdrawal, please submit your request through your order status page. or other electronic withdrawal function provided on our store.

To be eligible for a return, the item must:

  • Be unused and in the same condition as received
  • Be in its original packaging
  • Be accompanied by proof of purchase

Returns sent back without prior approval will not be accepted.

Non-Returnable Cases

We do not accept returns or refunds in the following cases:

  • Change of mind
  • Dissatisfaction with the product
  • Expectation mismatch
  • Opened or used items
  • Minor condition differences in pre-owned items, including light scratches, wear, or signs of use

Random Items (Including Happy Bags)

Some products sold on our store contain random items.

By purchasing these products, you acknowledge and agree that:

  • The contents are randomly selected
  • Specific items are not guaranteed

Returns or refunds will not be accepted based on dissatisfaction with the contents of random-item products, including Happy Bags.

Pre-Owned / Secondhand Items

Some items sold on our store may be pre-owned or secondhand.

Please note that pre-owned items may show minor scratches, wear, or other signs of use.
Such condition differences do not qualify as defects and are not eligible for return or refund.

Return Shipping Costs

If the return is due to our error, including a defective, damaged, or incorrect item, we will cover the return shipping cost.

In any other case where a return is exceptionally accepted, the customer is responsible for return shipping costs.

Unclaimed / Returned Packages

If a package is returned to us due to failed delivery, refusal, unclaimed status, incorrect address, or the customer being unavailable to receive the shipment, the package will be held for up to 30 days from the date it arrives at our facility.

We will contact the customer regarding reshipment or refund options. If we do not receive a response within the 30-day holding period, we will issue a refund for the product price only.

Please note that original shipping fees, return shipping fees, duties, taxes, customs fees, and any other related costs are non-refundable.

Refunds

Once we receive and inspect the returned item, we will notify you whether your refund is approved.

If approved, the refund will be issued to your original payment method.

Please note:

  • A 10% restocking / cancellation fee will apply only in cases where a refund is exceptionally granted outside the standard return conditions, and only to the extent permitted by applicable law.
  • No restocking / cancellation fee will be charged for accepted order cancellations before shipment preparation, approved returns due to defective, damaged, or incorrect items, or statutory cancellation or withdrawal rights where such fees are not permitted by applicable law.
  • Original shipping fees are non-refundable, except where refund of such fees is required by applicable law
  • Duties, taxes, and customs fees are non-refundable

Please note that it may take additional time for your bank or credit card provider to process the refund.

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 prices and are non-refundable.

Consumers in the European Union and the United Kingdom

For customers in the European Union, where the statutory right of withdrawal applies, you may exercise your right of withdrawal within 14 days after receiving the goods, without giving any reason.

If your order is shipped to the United Kingdom, you may also have statutory cancellation or withdrawal rights under applicable consumer protection laws.

Where such rights apply:

  • You must exercise your right of withdrawal or cancellation within the applicable legal period.
  • For customers in the European Union, this period is generally 14 days after receiving the goods.
  • To exercise your statutory cancellation or withdrawal rights, please submit a request through your order status page or other electronic withdrawal function provided on our store.
  • For the purpose of calculating the withdrawal period, the date of receipt of the goods will generally be determined based on the delivery completion date shown in the tracking information provided by the shipping carrier, such as FedEx, Japan Post, or any other applicable carrier.
  • If your order has already been shipped or delivered, we may process your withdrawal request as a return for operational purposes. This does not limit any statutory cancellation or withdrawal rights you may have under applicable law.
  • Random-item products, including Happy Bags, are not eligible for return or refund based on dissatisfaction with the contents, expectation mismatch, or the fact that a specific item was not included, except where statutory cancellation or withdrawal rights apply.
  • For approved returns due to defective, damaged, or incorrect items, we will cover the return shipping cost.
  • If you are exercising a statutory right of withdrawal, you are responsible for the direct cost of returning the goods to us, unless applicable law requires otherwise.
  • Where required by applicable law, we will refund the product price and the standard original shipping fee paid at the time of purchase.
  • If you chose a delivery method other than the least expensive standard delivery method offered by us, any additional shipping cost is non-refundable unless applicable law requires otherwise.
  • Duties, taxes, customs fees, and other import charges are non-refundable unless applicable law requires otherwise.
  • We may withhold the refund until we have received the returned goods or until you have provided evidence that you have sent the goods back, where permitted by applicable law.

Statutory Rights

Nothing in this policy limits any statutory rights available to consumers under applicable law. This policy applies to the maximum extent permitted by law.

Contact

For cancellation requests, please submit a request through your order status page.

For return requests regarding defective, damaged, or incorrect items, or for other questions, please contact us through the form below:

https://hello-japan.com/pages/contact

For customers in the European Union exercising a statutory right of withdrawal, please submit your request through your order status page or other electronic withdrawal function provided on our store.