FAQ~Frequently Asked Questions~

Thank you for visiting HELLOUS. We have compiled a list of frequently asked questions. If you have any problems, please read through it.
table of contents
1.Shipping Questions
2.Cancellation and returns
1.Shipping Questions
●There is no data in the tracking number, but has it been shipped?
Since the tracking number of the package will be reflected after passing through Japan customs, it will take 2-5 days to confirm. In addition, the number may change due to the convenience of the delivery company at Japan Customs . In that case, we will inform you of the changed number by e-mail. If the tracking number is not reflected even after one week has passed since the shipment, please contact us and we will immediately check the status.
●How long will it take to receive my order?
All of our products are purchased overseas, and are inspected and packed by local partners. Please allow 14 to 45 days for arrival. ( Unexpected delays may occur due to logistics delays due to the influence of infectious diseases, customs procedures, etc. ) Please be sure to check and be satisfied with the estimated time until the product arrives before purchasing.
●Could you please come early? Could you make it in time for 〇?
All of our staff work together to minimize the amount of time that we can shorten our orders for all customers. Please rest assured. We will not rush a specific person (this is because the customer who ordered first will be put off later). We would appreciate it if you could contact us about shipping within 2 weeks after your order.
●Do you accept orders during long holidays?
We accept orders 24 hours a day, 365 days a year. Orders, delivery operations, and customer support will be handled sequentially after the holidays.
●What should I do if the email does not arrive?
Have a look at this.

​[ Important] To customers who did not receive an order confirmation email


●Can I specify the delivery date/time and add a memo?
It is not possible to specify the delivery date, time, or memo (delivery box specification, etc.). It is a specification that cannot be specified because it is shipped directly to the customer's home from an overseas warehouse. We apologize for the inconvenience, but please contact the shipping company by yourself after shipping.
●Where is the delivery company?
Depending on the situation, we will use the most suitable delivery company at that time. We will always ship with a tracking number.
●Can you wrap it?
We do not accept wrapping. In addition, in order to offer the product at the lowest possible price, it will be shipped in simple packaging from an ecological point of view. Shoes and accessories may not come with a box. Products, boxes, manuals, etc. will be displayed in foreign languages.
●Can you issue a receipt?
We do not issue receipts. Please use your credit card statement or bank transfer statement. Also, since we are working to be paperless, we do not enclose a statement of delivery, so please check your order email.
2.Cancellation and returns
●Can I cancel or change my reservation?
We do not accept any cancellations or changes as the purchase will be automatically completed after the order is placed. Please check the color and size of the product before ordering.
●Can I return the product?
・If the delivered product is defective
・If you receive a product that clearly differs from your order
●When can I not return the product?
Please note that we cannot accept refunds or exchanges in the following cases.
・Returned goods due to customer's convenience
(Different colors, sizes, and images)
・Products that have passed 3 days or more after arrival (tracking number judgment)
・Used, repaired, washed or cleaned products
・Products with odors, stains, or scratches from customers
Please contact us from here .
●When are you open?
Business days: Mon-Fri 11:00-18:00
Shop holidays: Saturdays, Sundays, holidays, Golden Week, Obon, year-end and New Year holidays
If you have any other questions, please feel free to contact us.
Please continue to enjoy shopping at HELROUS.