FAQ

FAQ

Products and Care

How do I wash HoHeit clothing?

Wash clothing inside out using a cold, delicate cycle and hang dry.

Do not use chlorine bleach. We do not recommend tumble drying, as high heat may damage the fabric, print or embroidery and may cause shrinkage.

Follow any additional care instructions shown on the product page or garment label. Accessories should be cleaned carefully according to their materials.

How do I know whether an item will fit me?

Size information is included on each product page. Please compare the measurements with an item you already own rather than relying only on the size name.

Where available, the product page also states the model’s height and worn size.

If you need help before ordering, contact hoheit.jpn@gmail.com and tell us the product and size you are considering.

Are colours exactly the same as they appear on screen?

We make every reasonable effort to display colours accurately. However, colour may vary slightly according to screen settings, lighting, production method and individual materials.

Orders, Returns and Changes

Can I return an item?

We accept returns of eligible items when you contact us within 14 days of delivery.

Returned items must be unworn, unwashed, unaltered and returned with their original tags and accessories. Customers are responsible for change-of-mind return shipping costs.

Please read our Return and Refund Policy before sending an item back.

Can I cancel or modify my order?

We may be able to assist before production or fulfilment begins, but cancellation or modification cannot be guaranteed after an order has entered production or has been dispatched. This does not limit any rights available under applicable consumer law.

I entered the wrong address or ordered the wrong size. What should I do?

If production or fulfilment has not begun, we may be able to update the order. Changes cannot be guaranteed after production begins and an address cannot be changed after dispatch.

Can separate orders be combined?

We cannot guarantee that separate orders can be combined. Unless we confirm otherwise, each order will be processed and shipped separately.

I placed an order but did not receive a confirmation email.

Check your spam or junk folder and confirm that the email address used at checkout is correct.

If the email cannot be found, contact us with your name and delivery address. We will check whether the order was completed. Do not send full card or payment details by email.

Why was my order cancelled?

Orders may be cancelled when payment cannot be authorised, the order is identified as potentially fraudulent, an item is unavailable, or the delivery information cannot be verified.

If you believe an order was cancelled in error, contact us before placing another order.

Production and Shipping

How long will my order take?

Ready-made items are normally dispatched within 7 business days. Made-to-order items are normally dispatched within 7–14 business days. A different production period will be stated on the relevant product page where applicable.

Estimated delivery after dispatch is 1–5 business days within Japan and 7–21 business days internationally.

Do you offer free shipping?

Yes.

•Japan: free shipping on orders of ¥7,000 or more.
•International: free shipping on orders of ¥45,000 or more.

Shipping charges for orders below these thresholds are displayed at checkout.

Do you ship worldwide?

We ship to many countries and regions. The destinations currently available are displayed at checkout and may change according to carrier restrictions and international conditions.

International addresses must be entered using Roman characters.

Will I have to pay customs duties or import taxes?

International orders may be subject to customs duties, import taxes, brokerage charges or handling fees imposed by the destination country or region.

Unless expressly stated at checkout, these charges are not included in the product price or shipping fee and are the customer’s responsibility.

Tracking and Delivery

How do I track my order?

After dispatch, we will send a shipping confirmation email containing tracking information.

Tracking may take 1–3 business days to update after the shipping label has been created.

My tracking number has not updated. What should I do?

Allow 1–3 business days after receiving the shipping confirmation for the first carrier scan.

If tracking still does not update or stops moving for an unusual period, contact us at hoheit.jpn@gmail.com with your order number. We will investigate with the carrier where necessary.

My order has not arrived. What should I do?

Check the tracking information first. If the estimated delivery period has passed, contact us with your order number.

HoHeit remains your point of contact until the order has been delivered. We will investigate the shipment with the carrier and arrange an appropriate replacement, refund or other resolution where required.

My parcel is marked as delivered but I cannot find it.

Check with household members, neighbours, building management and any safe place used by the carrier. Then contact us promptly at hoheit.jpn@gmail.com.

We will assist with the carrier investigation.

What if my parcel is lost or damaged in transit?

We will make the initial enquiry with the carrier and arrange an appropriate replacement, refund or other resolution where required. You do not need to file the initial carrier claim yourself.

What should I do if my parcel is held at customs?

Check your email and post for notifications from customs or the local carrier. You may need to provide information or pay duties before the parcel can be released.

If you are unsure about the tracking status, contact us and we will assist where possible.

Product Problems

I received a damaged, defective, missing or incorrect item. What should I do?

Include your order number and clear photographs of the item and packaging where applicable. We will investigate and arrange an appropriate replacement, repair, refund or other resolution.

Contact

How can I contact HoHeit?

Email us at hoheit.jpn@gmail.com or use the contact form.

For order enquiries, include your name and order number. Never send full card or payment details by email.