Q&A / Frequently Asked Questions
Q.How long does it take for the product to arrive?
A.The following is a guideline for shipping.
Regular item: Approximately 5-10 business days from order date
Pre-order/Presale items: Approximately 15-20 business days from order date
*Based on business days (excluding Saturdays, Sundays, and holidays)
*The estimated delivery date may change due to production reasons.
*For the United States, please allow an additional 3-5 business days on top of the above.
*Please check here for details.
Q. How much is the shipping fee?
A. Shipping is free for all products regardless of country or region.
Q.What are the payment methods?
A.You can use the following payment methods.
・Various credit cards [VISA/MASTER/JCB/AMEX]
・Amazon Pay
・Apple Pay
・PAYPAL
* Depending on the payment method, a predetermined fee will be charged.
Q.I haven't received an order completion email.
A.When your order is successfully completed, we will send an "order completion email (automatically sent)" to the email address you used when ordering.
*If you do not receive an order completion email, please refer to here before placing an order again .
Q.I want to change the address and email address when ordering.
A.It is possible to change your email address. If you wish to do so, please fill in the following 3 points and contact us from the inquiry form .
・Your name when ordering
・Address before change
・Address you wish to change
A.You can change the shipping address only before the product is shipped . If you wish to do so, please fill in the following 3 points and contact us from the inquiry form .
・Your name when ordering
・Address before change
・Address you wish to change
Q.Can I cancel my order?
A.We are sorry, but we cannot accept any cancellations, returns, or changes (color/size) after the order has been completed for both regular and reserved products.
Please be sure to check once again before ordering.
*Please check the refund policy for details.
Q.Can I change the color and size after ordering?
A.We are sorry, but we cannot accept any cancellations, returns, or changes (color/size) after the order has been completed for both regular and reserved products.
Please be sure to check once again before ordering.
Q.I received a defective product. What should I do?
A.In the unlikely event that the product arrives as a "defective product" or "misdelivery", please contact HYPHEN customer support within 7 days after the product arrives.
* We will exchange for a non-defective product (same product).
*We do not accept refunds or size/color changes.
*For details on how to handle defective products, please click here .
Q.The size doesn't fit. Can I return or exchange the product?
A. We are very sorry, but to prevent any trouble, we cannot accept returns or exchanges for reasons other than defective products.
Q.I would like to make an inquiry.
A. Please contact us from this inquiry form.
Reception hours: 10:00-21:00 [open all year round]
*Reply within 24 hours
* PC mail such as gmail or yahoo is recommended.
*If there is no reply, it is possible that the email was not received properly. We would appreciate it if you could send it again, check the reception permission settings, and contact us again at a different address if it is urgent.
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