FAQ～Frequently Asked Questions～

Thank you for using HELROUS!
We have compiled a list of frequently asked questions to help you enjoy your 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 updated after the package has cleared Japanese customs . It usually takes 2-5 days, so please be patient.
📌 If your tracking information has not been updated within a week, please contact us via our contact page.

➡Go to the inquiry page

Q. How long will it take for my order to be shipped?

📦Shipping Estimate🔹Usually ships within 5-10 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.
📌We recommend using PC email as carrier email (docomo/au/Softbank) may have reception restrictions.

⛔ 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 placed.

* At our store, we order each item for you after receiving your order. The purchasing process is completed and preparation begins as soon as the order is placed. Therefore, we do not accept cancellations or order changes due to customer convenience. We appreciate your understanding.

Q. Can I return/exchange the product?

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