For returns due to customer preference, we accept them only if the item is unopened and we are notified within 7 days of arrival. Return shipping costs are at the customer's expense.

If the item is defective or different from what you ordered, please contact us within 7 days of arrival. We will cover the return shipping costs, 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 accept requests for price adjustments or refunds after purchase. Please note that the price tag on the product may differ from your purchase price.

Members can check via the Order History in My Page. If you purchased as a guest, please check the "View your order" link in the "Order Confirmation" email sent after your order was placed.

If you cannot find the email, please check your spam folder and then contact us, including your order email address and name.

You can view it from My Page. Orders made with the same email address may appear, even those made before you registered as a member.

Enter the code provided in the email received after purchasing the gift card into the Gift Card/Coupon Code field on the checkout screen.

You can use the payment methods displayed on the checkout screen. We accept credit cards, PayPal, and Paydy (at-later payment). Payment is finalized at the time of order.

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

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

It is an at-later payment service that you can use with your email address and mobile phone number. Please check the official Paydy website for the latest information on terms of use, payment methods, and fees.

Domestic shipping within Japan
Shipping costs are calculated based on the delivery destination and the weight of the ordered items. Shipping is free for orders of 12,000 yen (tax included) or more. However, a shipping surcharge of 700 yen applies to Hokkaido and 400 yen to Okinawa Prefecture.

International shipping
Shipping costs are calculated based on the Hikyaku International Courier rates plus a 20% handling fee, depending on the destination and weight. Shipping settings are available up to 10kg. Free shipping does not apply to international orders, regardless of the purchase amount.

Please confirm the final shipping cost on the checkout screen. For details, please see our Shipping Policy.

View Shipping Policy

In-stock items are shipped within 3 to 4 business days after the order is confirmed. Shipping may be delayed during peak order periods or around holidays. Delivery times depend on the destination and shipping conditions.

We ship via Sagawa Express or Japan Post. After shipment, we will send the tracking number to your registered email address.

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

We will accommodate this whenever possible before the shipment process begins. Please contact us as soon as possible with each order number.

If an item is returned due to absence or an unknown address, please contact us within 2 business days of the return. Depending on the situation, we may be able to reship it after you cover various fees.

Please contact us before the shipment process begins. After shipment, please contact the courier directly using the tracking number in your shipping confirmation email.

Standard shipping uses cardboard boxes, and simplified packaging uses delivery packs or paper bags so that the contents cannot be seen. The product description on the shipping label will be listed as "Box items."

Yes. Please specify the domestic address of the recipient as the delivery destination when ordering. Whether gift wrapping is available varies by product; please check the information on each product page.

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

Rest assured, it will not be public.

It may take a few days for the review to appear as we check the content before publishing.

You can edit your delivery name and address from My Page. Please contact us for other information.

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

Even if you haven't decided on a product yet, you can consult with us via our official LINE account. Please let us know your concerns or the situation in which you would like to use the product as far as you can.

On LINE and via the contact form, we provide information on product selection and general usage. We do not offer consultations regarding diagnosis or treatment. If symptoms persist or you are feeling very uneasy, please consult a medical institution. For those who wish to consult a medical professional about our products, you can view our partner clinics.