FAQ / Frequently Asked Questions
Q.How long does it take for the product to arrive?
A.The following is a guideline for shipping.
Regular products: About 5-10 business days
Preorder item: About 15-20 business days
*Based on business days (excluding Saturdays, Sundays, and holidays)
*The estimated delivery date may change due to production reasons.
*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
・PAYPAY / LINEPay / Merpay / auPAY / Rakuten Pay
・Paidy [Deferred payment]
・Bank transfer [Prepayment]
・ Convenience store payment [prepayment]
* Depending on the payment method, a predetermined fee will be charged.
*For bank transfer and convenience store payment, we will start preparing the product after the payment is completed. Even if your order is completed, we cannot hold the item until payment is completed. Please note that if payment is not made within 3 days after placing an order, it will be automatically cancelled.
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 contact .
・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.I would like to make an inquiry.
A. Please contact us from this contact 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.