FAQ～Frequently Asked Questions～
table of contents
- Shipping information
- Cancellation/Return Policy
- 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.