FAQ~Frequently Asked Questions~

Thank you for using our service!
At HELROUS, we have summarized the frequently asked questions and answers below so that our customers can enjoy shopping with peace of mind. If you are having trouble, please take a look.

table of contents

  1. Shipping information
  2. Cancellation/Return Policy
  3. Contact us


1. Shipping information


Q: The tracking number is not displayed. Has the item been shipped?

A: The tracking number will be reflected after the item passes through Japanese customs. This may take 2-5 days. If the tracking information does not appear within a week, please contact us.


Q: How long will it take for the product to arrive after I place an order?

A: It usually takes 14 to 45 days for the product to arrive. Please note that we are unable to specify exact arrival dates and times.


Q: What should I do if I don't receive the email?

A: If you do not receive the email, please check this link .



2. Cancellation/Return Policy


Q: Is it possible to cancel or change my order after placing it?

A: Once your order is confirmed, the purchase process will begin immediately and we cannot accept cancellations or changes.


Q: Can I return the product?

A: We only accept returns if the item is defective or incorrectly shipped. Please contact us within 3 days. Please see our return policy for more details.

Please note that we cannot accept refunds or exchanges in the following cases.
・Returns due to customer convenience
(color, size, image different)
・Products that have been delivered for more than 3 days (judging by tracking number)
・Products that have been used, repaired, washed, or cleaned
・Products with odors, dirt, or scratches left by the customer




3. Contact us


Q: Where can I contact you?

A: For inquiries, please use the contact page .


Q: What are your business hours?

A: Business hours are weekdays from 11:00 to 18:00.

We are closed on Saturdays, Sundays, and holidays.





If you have any questions or concerns, please feel free to contact us. Now, please enjoy shopping at HELROUS with confidence.