FAQ～Frequently Asked Questions～

Thank you for using HELROUS!
We have compiled a list of frequently asked questions to ensure that our customers can enjoy shopping with peace of mind.
Please check here first before contacting us.

📌 Table of Contents

1️⃣ About Shipping
2️⃣ Cancellation and Return Policy
3️⃣ Contact Us

📦 About Shipping

Q. I don't see a tracking number, has the item been shipped?

🛃 The tracking number will be reflected after the package passes through Japanese customs . It usually takes about 2-5 days, so please be patient.
📌 If the tracking information has not been updated within a week, please contact us via the Contact Us page.

➡Go to the inquiry page

Q: After placing an order, how long will it take for the product to arrive?

📦Estimated delivery time for products⏳ **14 to 21 days (average 14 days)** is the estimate, but depending on the product it may take up to 45 days.

📦Estimated shipping time🔹Usually ships within 7-14 days (average 7 days)
🔹 Depending on the product, it may take up to 35 days.

🚨Please note that shipping times may vary depending on the product and order status.

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

📩 If you do not receive an email, please check your spam folder and adjust your email settings to receive emails.
📌We recommend using PC email as carrier email (docomo/au/Softbank) may have restrictions on receiving emails.

⛔ Cancellation and return policy

Q. Can I cancel or change my order after placing it?

❌Orders cannot be cancelled or changed after they have been confirmed.

* At our store, we order products for our customers one by one after receiving an order. The purchasing arrangements are completed at the same time as the order is placed, and preparations begin. Therefore, we do not accept cancellations or order changes due to customer convenience. We appreciate your understanding.

Q. Can I return/exchange items?

📌We cannot accept returns or exchanges due to customer convenience.
✅ In the event of initial defects or incorrect delivery, please contact us within 3 days and we will exchange the product.
📌See our Refund Policy for more details Please check.