Welcome to Helle Store’s FAQ section. We’ve compiled answers to the most common questions about our Japanese culinary tools, delivery, returns, and more. If you don’t find what you’re looking for, please don’t hesitate to contact our customer service team.

Product Information

What types of Japanese kitchen tools do you offer?

We specialize in authentic Japanese culinary instruments including:

  • Professional chef knives (Bunka, Boning, and more)
  • Traditional cooking utensils and chopsticks
  • Cutting boards and food preparation tools
  • Sharpening stones and maintenance supplies
  • Specialty items like Donabe pots and gardening tools
  • Axes, hatchets, and outdoor cooking equipment

Each product reflects the precision and craftsmanship of Japanese artisans.

Are your products authentic Japanese craftsmanship?

Absolutely. We partner directly with Japanese artisans and renowned brands like Fujimoto to bring you genuine Japanese craftsmanship. Each tool is selected for its quality, durability, and authentic design principles.

How do I maintain my Japanese knives?

We offer a range of maintenance products including:

  • Blade guards and Sayas for safe storage
  • Coarse grit sharpening stones for edge maintenance
  • Specialized cleaning supplies

Proper care will ensure your tools maintain their exceptional performance for years.

Ordering & Payment

What payment methods do you accept?

We accept the following payment methods:

  • Visa
  • MasterCard
  • JCB
  • PayPal

All transactions are secure and encrypted for your protection.

Do you ship internationally?

Yes, we offer global delivery to most countries. However, please note that delivery to certain Asian countries and remote regions may not be available due to logistical constraints. Our base is in San Diego, but we specialize in international shipping.

How can I get free shipping?

We offer complimentary shipping on all orders of $50 or more. Free shipping is handled via EMS with delivery times of 15-25 business days after dispatch. For orders under $50, we offer standard shipping for $12.95 via DHL or FedEx.

Shipping & Delivery

How long will my order take to arrive?

Delivery times vary based on your shipping selection:

  • Standard Shipping (DHL/FedEx): 10-15 business days after dispatch
  • Free Shipping (EMS): 15-25 business days after dispatch

Please note that all orders undergo 1-2 business days of processing before shipping. Delivery times are estimates and may vary due to customs, weather, or other factors beyond our control.

Do you provide order tracking?

Yes, we provide real-time tracking for all standard shipping orders. Once your order ships, you’ll receive tracking information via email. For EMS shipments, tracking may be available depending on the destination country.

What carriers do you use?

We partner with world-class carriers to ensure your items arrive safely:

  • DHL and FedEx for standard shipping
  • EMS for free shipping on orders over $50

Returns & Exchanges

What is your return policy?

We offer a 15-day return policy from the date you receive your order. This gives you adequate time to evaluate your new tools in your own kitchen environment. Items must be returned in original condition with all packaging.

How do I initiate a return?

To initiate a return, please contact our customer service team at [email protected] with your order number and reason for return. We’ll provide you with return instructions and address.

Do you offer exchanges?

Yes, we can exchange items within the 15-day return window. Please contact our customer service team to arrange an exchange. Exchanges are subject to product availability.

Customer Service

How can I contact customer service?

You can reach our customer service team via email at [email protected]. We typically respond within 1-2 business days.

What is your company address?

Helle Store
2125 Holden Street
San Diego, US 92107

Still Have Questions?

Our customer service team is dedicated to helping you select the perfect Japanese culinary tools for your needs. Whether you’re a professional chef or home cooking enthusiast, we’re here to support your culinary journey.

Email: [email protected]

We appreciate your interest in authentic Japanese craftsmanship and look forward to serving you.

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