Shipping policy

Last updated: 26 August 2026

All HoHeit orders are dispatched from Tokyo, Japan.

Quick Summary

•Ready-made items are normally dispatched within 7 business days.
•Made-to-order items are normally dispatched within 7–14 business days.
•Estimated delivery after dispatch is 1–5 business days within Japan and 7–21 business days internationally.
•Shipping is free within Japan on orders of ¥7,000 or more.
•International shipping is free on orders of ¥45,000 or more.
•Customs duties, import taxes or handling fees may apply to international orders.
•Tracking information is sent by email after dispatch.

Processing Time

We offer both ready-made and made-to-order items.

Ready-made items are normally dispatched within 7 business days. Made-to-order items are normally dispatched within 7–14 business days. Where an item requires a different production period, this will be stated on the relevant product page.

Orders containing both ready-made and made-to-order items will normally be dispatched together when all items are ready.

Processing times do not include weekends, Japanese public holidays or delivery time after dispatch.

Estimated Delivery Time

Japan:
Estimated delivery after dispatch: 1–5 business days.

International:
Estimated delivery after dispatch: 7–21 business days.

Delivery times are estimates and are not guaranteed. Customs processing, weather, local delivery conditions and other circumstances outside our reasonable control may cause delays.

Shipping Charges

Shipping charges are calculated according to the destination and order details and are displayed at checkout before the order is confirmed.

Shipping is free within Japan on orders of ¥7,000 or more and internationally on orders of ¥45,000 or more.

International Shipping

The countries and regions currently available for delivery are shown at checkout. Availability may change according to carrier restrictions and international conditions.

International shipping addresses must be entered using Roman characters. Customers are responsible for checking that the recipient name, address, postcode and telephone number are complete and accurate before confirming an order.

Customs Duties and Import Taxes

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

These charges are not included in the product price or shipping fee unless expressly stated at checkout. They are the customer’s responsibility.

HoHeit cannot control or predict these charges. Customers should contact their local customs authority for further information before ordering.

Tracking

After an order has been dispatched, a shipping confirmation email containing tracking information will be sent to the email address used for the order.

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

Delayed or Missing Orders

HoHeit remains the customer’s point of contact until the order has been delivered.

If an order has not arrived within the estimated timeframe, first check the tracking information. If tracking has stopped updating or the parcel appears to be lost, contact hoheit.jpn@gmail.com with the order number.

We will investigate the shipment with the carrier and arrange an appropriate replacement, refund or other resolution where required. Customers may be asked to provide information needed for the carrier investigation, but they do not need to make the initial carrier claim themselves.

Damaged in Transit

If a parcel or item arrives damaged, contact us as soon as possible at hoheit.jpn@gmail.com.

Include the order number and clear photographs of the outer packaging, shipping label and damaged item. Please retain the packaging until we confirm that it is no longer needed for the investigation.

HoHeit will investigate the issue with the carrier and arrange an appropriate replacement, refund or other resolution.

Marked as Delivered but Not Received

If tracking is marked as delivered but the parcel cannot be found:
•check with household members, neighbours and building management
•check any safe place used by the carrier and
•contact us promptly at hoheit.jpn@gmail.com.

We will assist with the carrier investigation. Confirmed theft after correct delivery may require a report to the local carrier or police and will be assessed according to the circumstances and applicable law.

Returned to Sender

If a parcel is returned to HoHeit, contact us at hoheit.jpn@gmail.com.

Where a parcel is returned because of an incorrect or incomplete address, refusal of delivery, failure to collect, or unpaid customs charges, the customer may be responsible for the cost of reshipping. If a refund is requested instead, non-recoverable shipping or return costs may be deducted where permitted by applicable law.

Where the return was caused by an error by HoHeit or the carrier, the customer will not be charged for reshipping.

Address and Order Changes

If an address, size or other order detail needs to be changed, contact us immediately.

We may be able to assist before production or fulfilment begins, but changes cannot be guaranteed after an order has entered production or has been dispatched.

Multiple Orders

We cannot guarantee that separate orders can be combined. Unless we confirm otherwise, each order will be processed and shipped separately and the shipping charge attached to each order will apply.

Contact

Email: hoheit.jpn@gmail.com

Please include your name and order number when contacting us about a delivery.