Refund policy
Last updated: May 14, 2026 (JST)
This policy applies to orders placed on or after May 15, 2026 (JST).
Order Cancellation
Orders may be canceled only before they are shipped.
Once an order has been shipped, it cannot be canceled.
After shipment, any 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, you must contact us within 7 days after receiving your order through our contact form below:
https://hello-japan.com/pages/contact
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
- No restocking / cancellation fee will be charged for approved returns due to defective, damaged, or incorrect items
- 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
If your order is shipped to a country within the European Union or the United Kingdom, you may have statutory cancellation or withdrawal rights under applicable consumer protection laws. These rights may allow you to cancel or return your order within a legally required period after receiving it.
Where such rights apply:
- Your request must be made within the period required by applicable law
- The item must be returned unused and in its original condition and packaging, except to the extent otherwise required by law
- Return shipping costs are the customer’s responsibility unless applicable law requires otherwise, provided we have informed you of this in advance
- Original shipping fees will be refunded only to the extent required by applicable law
- Duties, taxes, and customs fees are non-refundable unless applicable law requires otherwise
After shipment, requests from customers in these regions will be treated as return requests under this section and not as order cancellations.
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 return requests or questions, please contact us through the form below:
https://hello-japan.com/pages/contact
