Refund policy
Order Cancellations
As a general rule, orders cannot be canceled once they have been shipped.
We make every effort to maintain accurate inventory. However, in rare circumstances, an ordered item may become unavailable due to inventory discrepancies or other unavoidable circumstances. In such cases, HELICE reserves the right to cancel all or part of the order.
Returns & Exchanges
As a general rule, we do not accept returns or exchanges for reasons attributable to the customer.
Returns or exchanges due to incorrect size, color preference, differences in appearance or expectations, or other customer-related reasons cannot be accepted. Please carefully review the product description, measurements, sizing information, colors, and product images before placing your order.
All products sold by HELICE meet the quality and inspection standards established by their respective manufacturers.
Minor scratches, scuffs, variations in color, texture, finish, or other individual characteristics that may naturally occur during manufacturing or as a result of the materials used are considered part of the product's characteristics and are not considered defects. Returns or exchanges for these reasons cannot be accepted.
We take great care in inspecting and packaging our products. However, if any of the following applies to your order, HELICE will arrange a replacement or refund at our expense:
・The item arrived damaged or soiled.
・You received an item different from what you ordered.
If either of the above applies, please contact us within 7 days of receiving your order.
We may ask you to provide photographs showing the condition of the item and its original packaging.
Please keep the item and all packaging materials in the condition in which they were delivered until we have completed our review.
HELICE Customer Service
If a replacement cannot be provided because the item is sold out, discontinued, or otherwise unavailable, we will issue an appropriate refund, including any shipping charges or fees that should be borne by HELICE.
Refunds will generally be issued using the same payment method used for the original order.
For Cash on Delivery orders in Japan, refunds will be made by bank transfer to an account designated by the customer.
Items Not Eligible for Return or Exchange
Even in cases involving damaged, soiled, or incorrect items, we may be unable to accept a return or exchange if any of the following applies:
・More than 7 days have passed since delivery.
・The item has been used, worn, altered, washed, or dry-cleaned.
・Accessories, product tags, warning/care tags, warranty documents, original product bags, boxes, or other included items are missing or damaged.
・The item has acquired odors, stains, scratches, damage, or other deterioration while in the customer's possession.
・The item is underwear, swimwear, socks, accessories, or another product that cannot appropriately be returned for hygiene reasons.
・The original product packaging, including dedicated bags or boxes, has been damaged or lost.
Protective plastic bags, shipping cartons, and other materials used solely for shipping protection are not considered original product packaging for the purposes of this policy.
International Orders
The cancellation, return, and exchange policies described above also apply to international orders.
For international orders, we generally do not accept returns or exchanges due to incorrect size, color preference, differences in appearance or expectations, or any other reason attributable to the customer.
Please carefully review all product descriptions, measurements, and sizing information before placing an international order.
Customs Duties and Import Taxes
International shipments may be subject to customs duties, import taxes, VAT, customs clearance fees, or other charges imposed by the destination country or region.
These charges are not included in the product price or shipping fee paid to HELICE and are the responsibility of the customer.
Customs regulations, tax thresholds, and applicable charges vary by country and region. Please contact your local customs authority for further information.
Refused Shipments and Unpaid Customs Charges
If a shipment is returned to HELICE due to refusal to pay customs duties or import taxes, refusal of delivery, prolonged absence, an incorrect or incomplete address, or any other reason attributable to the customer, we will inspect the returned merchandise and issue a refund only where a refund is possible.
Any original shipping charges, return shipping costs, customs duties, customs clearance fees, handling fees, or other costs incurred by HELICE will be deducted from the refundable amount.
If these costs exceed the amount otherwise eligible for refund, we may be unable to issue a refund.
If you request that the order be shipped again, you will be responsible for the additional shipping charges and any other costs associated with reshipment.
Damaged or Incorrect International Orders
If an internationally shipped item arrives damaged or soiled, or if you receive an item different from what you ordered, please contact HELICE Customer Service within 7 days of delivery.
We may ask you to provide photographs of the item, its product packaging, and the shipping materials so that we can verify the condition of the shipment.
After reviewing the information provided, we will advise you regarding the appropriate replacement or refund procedure.
International Shipping
International shipments may experience delays due to customs inspections, customs clearance procedures, local delivery carriers, weather conditions, or other circumstances beyond HELICE's reasonable control.
Please ensure that your full name, shipping address, postal code, telephone number, and all other required information are entered correctly when placing your order.
If a shipment cannot be delivered or is returned due to incorrect or incomplete information provided by the customer, any additional shipping charges, return shipping costs, customs duties, customs clearance fees, or other resulting costs will be the responsibility of the customer.
Cooling-Off Period
Japan's statutory cooling-off system generally applies to certain types of transactions such as door-to-door sales and does not apply to ordinary mail-order or online retail transactions.
Orders placed through the HELICE online store are therefore not subject to Japan's statutory cooling-off provisions.