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.
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 7-10 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.
* Please note that the ordering process will begin immediately after you place your order.
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.
💬 Contact us
📌Inquiries are only accepted via the dedicated page .
If you need help, please contact us using the link below.
📩Contact Us Page