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 have any problems, 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 ordering process will begin immediately, so we are unable to cancel or change your order.


Q: Can I return/exchange the product?

A: We do not accept any returns/exchanges due to customer convenience. If there is an initial defect or incorrect delivery, we will replace the item. Please contact us within 3 days. Please see our refund policy for details.



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.