What are the payment methods?
There are many payment methods!
- Credit card (MasterCard, Visa)
- PayPlug (for European customers)
What delivery methods are available?
We currently use 2 shipping methods: Japan Post and DHL. Please be careful to read the news about COVID-19 because some shipping methods are currently impossible in some countries (COVID reminder notice). As a reminder, we are not a shipping company and therefore have no control over this step.
Do you ship worldwide?
Yes! We do ship worldwide! Be sure to put your email address and your phone number while ordering, postal services might need it to join you ! Once the package is in transit, there is nothing more we can do. As a reminder, we are not a delivery company. Postal services might be also busy during some periods. We are not responsible for delivery times but they do their best to deliver on time.
Can you send the products to a different address than mine?
Yes, please fill in the billing address and delivery address when ordering. If you forgot to do so and you have already ordered your products, please contact us quickly. Be sure to put your email address and your phone number while ordering, postal services might need it to join you !
I have a delivery problem, what should I do?
Please contact the company concerned immediately and provide them with your tracking number. Do not wait several weeks before taking any action or your package may be returned to us.
Do I need to pay custom fees ?
We have no control on custom fees. Customs fees depend on a country's rules and are directed at the customer (not the company who sold you the products). 99% of the time, you won’t have any custom fee but there is still a chance it happens. During the pandemic, it seems that customs fees happen more frequently than it used to. The reason is that online orders are more frequently made and customs want to control it more. If you chose Japan Post or EMS, it's very unlikely (impossible) that you'll have to pay for custom fees. However, with DHL it is more likely but still rare. All in all, we have no control nor responsibility over custom fees.
Do I have to pay the shipping costs again if my package has to be reshipped?
There are two possible cases. If we have the wrong address for any reason, we will bear the cost of returning the goods. If the address provided to us is wrong, or if the post office of your country could not deliver the package for a reason external to Hello Japan, we will be forced to ask you to pay the shipping costs again, as we cannot afford to pay them ourselves. However, please provide us with as much information as possible so that we can file a complaint with the delivery service.
Can I add other products after paying for my order to avoid additional shipping costs?
This is not possible. The shipping costs you pay are automatically calculated according to the weight of the items in your order. Adding products will therefore add weight, and therefore shipping costs.
Where can I find my tracking number?
Your tracking number will be automatically emailed to you when we ship your order, and will also be available in your customer account. Please do not send an email to customer service to find out if your order has been sent.