FAQ
HoHeit Product Guarantee
We stand behind the quality of all HoHeit products.
Each item is carefully crafted and goes through quality control. However, if you receive a defective, damaged, or incorrect item, we will make it right with a replacement, refund, or appropriate solution.
Please note that this guarantee does not cover normal wear and tear.
For any concerns, please contact us at hoheit.jpn@gmail.com.
How do I wash HoHeit clothing?
Wash on cold and delicate, and hang dry.
We do not recommend using a dryer, as high heat may damage the fabric or cause shrinkage.
Accessories should be washed at your own discretion.
How do I know if the clothes will fit me?
Size charts are included on every product page.
Please review them carefully before placing your order. You can find them in the product images or product description.
If you need assistance, feel free to contact us at hoheit.jpn@gmail.com.
Orders & Returns
Can I get a refund or cancel my order?
All sales are final.
As a small independent brand, we are unable to cancel or modify orders once they have been placed.
Please review your order carefully before completing your purchase.
I entered the wrong address or ordered the wrong size. Can I change it?
If your order has not yet been shipped, we may be able to make changes.
Please contact us as soon as possible at hoheit.jpn@gmail.com.
Once the order has been shipped, we are unable to make any changes.
I placed two different orders. Can you combine them?
We are currently unable to combine orders. Each order will be shipped separately.
I placed an order but did not receive a confirmation email.
Please check your spam or junk folder.
If you still cannot find the confirmation email, your order may not have been completed.
Contact us with your name and address, and we will verify your order.
Why was my order cancelled?
To protect our customers and prevent fraudulent transactions, we use fraud detection systems.
Orders may be automatically cancelled if flagged as potentially fraudulent.
Common reasons include:
– Billing and shipping addresses do not match
– Payment information does not match the issuing bank
– Use of VPN or proxy services
– Multiple failed payment attempts
If you believe your order was cancelled in error, please try placing it again or contact us for assistance.
Shipping
How long does shipping take?
We offer both ready-made and made-to-order items.
Orders are typically shipped within 1 week, though this may vary depending on production conditions.
Shipping times:
– Japan: 1–5 business days
– International: 7–21 business days
Do you offer free shipping?
Yes.
– Japan: Free shipping on orders over ¥7,000
– International: Free shipping on orders over ¥30,000
– U.S.: Free shipping on orders over ¥50,000
Shipping costs may vary depending on destination and current conditions.
Do you ship worldwide?
We currently ship to over 170 countries.
For international orders, addresses must be written in English.
We are currently unable to ship to certain regions. Please refer to our Shipping Policy for details.
Will I have to pay customs fees or duties?
International orders may be subject to customs duties or taxes.
These charges are determined by local authorities and are the responsibility of the customer.
Tracking & Delivery
How do I track my order?
Once your order is shipped, you will receive a confirmation email with tracking information.
You can also check your order status through your confirmation email.
My tracking number hasn’t updated.
Tracking updates may take 1–3 business days after shipment.
Please allow time for the carrier to scan and update the status.
My order hasn’t arrived. What should I do?
If your order has not arrived within the expected timeframe:
– Japan: after 7 days
– International: after 21 days
Check your tracking information and contact the carrier for updates.
If needed, contact us and we will assist you.
My package is marked as delivered, but I didn’t receive it.
Please allow 3–5 business days, as deliveries may sometimes be marked early.
Check with neighbors or your building management.
If the issue persists, contact the carrier and then reach out to us for assistance.
Issues & Support
I received a damaged, defective, or incorrect item. What should I do?
If your item arrives damaged, defective, missing, or incorrect, please contact us.
We will arrange a replacement, refund, or appropriate solution.
What if my package is lost, stolen, or damaged in transit?
Once a package has been handed to the carrier, it is under their responsibility.
Please contact the shipping carrier to file a claim.
If you need assistance, we are happy to support you where possible.
What should I do if my package is stuck in customs?
Customs delays may occur due to duties or inspections.
Please check for notifications and contact your local post office.
Contact
How can I contact you?
For any inquiries, please contact us at:
We recommend reviewing this FAQ and our policy pages first for quick answers.
When contacting us, please include your order details so we can assist you as quickly as possible.