For returns due to customer convenience, we accept returns only if the product is unopened and you contact us within 7 days of arrival. Return shipping costs are the responsibility of the customer.

If the product is defective or different from what you ordered, please contact us within 7 days of arrival. We will cover the shipping costs for exchanges, and if a replacement is not available, we will issue a refund.

View return policy

Product prices are subject to change without notice. We do not offer discounts or refunds for price differences after purchase. The price tag displayed on the product may differ from the purchase price.

Members can check their order history on My Page. For guest purchases, please check the "View Order" link in the "Order Confirmation" email you receive after completing your order.

If you cannot find the email, please check your spam folder and contact us with the email address and name you used when placing the order.

You can view it on My Page. Orders placed using the same email address may also display orders placed before account registration.

Please enter the code provided in the email you receive after purchasing a gift card into the gift card/coupon code field at checkout.

You can use the payment methods displayed at checkout. We accept credit cards, PayPal, buy now pay later (Paidy), and more. Your payment will be confirmed at the time of ordering.

Card information is processed securely through a payment service provider, and we may ask you to verify it to prevent unauthorized use.

Please contact info@hellofermata.com with your order number.

It is a buy now pay later service that can be used with an email address and mobile phone number. Please check the Paidy official website for the latest information on terms of use, payment methods, fees, and more.

Shipping within Japan
Shipping fees are calculated based on the delivery location and the weight of the ordered products. Shipping is free for orders of 12,000 yen (tax included) or more. However, customers in Hokkaido will be charged an additional shipping fee of 700 yen, and customers in Okinawa will be charged an additional shipping fee of 400 yen.

International shipping
International shipping fees are calculated based on the destination and weight, with a 20% handling fee added to the express international courier fee. Shipping rates are set for items up to 10 kg. Free shipping does not apply to international shipping, regardless of the purchase amount.

Please check the final shipping fee at checkout. For details, please see our shipping policy.

View shipping policy

In-stock items will be shipped within 3–4 business days after your order is confirmed. Shipping may be delayed during periods of high order volume or around consecutive holidays. The delivery date varies depending on the destination and delivery status.

Your order will be delivered by Sagawa Express or Japan Post. We will send a tracking number to your registered email address once your order has shipped.

Please check the tracking number provided in the shipping confirmation email and contact Sagawa Express or Japan Post directly.

We will do our best to accommodate this request before the shipping process begins. Please contact us as soon as possible with each order number.

If your order was returned due to absence or an unknown address, please contact us within 2 business days of the return. Depending on the circumstances, we may be able to reship the item after you pay various fees.

Please contact us before the shipping process begins. After shipping, please contact the carrier directly using the tracking number provided in the shipping confirmation email.

For standard shipping, we use cardboard boxes, and for light packages, we use paper bags such as Takkyubin Bags to ensure that the contents cannot be seen from the outside. The item description on the shipping label will state "Boxes."

Yes. Please specify the domestic address of the recipient as the delivery address when placing your order. Gift wrapping availability varies by product, so please check the information on each product page.

A verification email will be sent to the email address you used when submitting the review. It may take a few minutes to arrive. Please also check your spam folder.

No, it will not be published, so please rest assured.

It may take a few days to be published, as we review the content first.

You can edit the recipient's name and address on My Page. Please contact us for other information.

You can reset it from "Forgot your password?" on the login screen.

Even if you haven't decided on a product yet, you can consult us on our official LINE account. Please let us know what you are interested in or what situation you would like to use it in, to the extent that you can.

On LINE and our contact form, we provide guidance on choosing products and general usage. We do not accept consultations regarding diagnosis or treatment. If your symptoms persist or you have serious concerns, please consult a medical professional. If you would like to consult a healthcare professional about a product, you can also view our partner clinics.