At Helle Store, we take pride in the precision and excellence of our authentic Japanese culinary tools. We stand behind the quality of every product we offer. If you are not completely satisfied with your purchase, we’re here to help with a straightforward returns and exchanges process.

Return & Exchange Eligibility

  • Items must be returned within 15 days of delivery
  • Products must be in original condition: unused, unsharpened, and in original packaging
  • All tags and protective coverings must be intact
  • A copy of the original receipt or order confirmation is required

Non-Returnable Items

To ensure the safety and hygiene of our products, the following items cannot be returned or exchanged:

  • Blade guards and Sayas (due to custom fitting and hygiene considerations)
  • Chopsticks (for hygiene reasons)
  • Cleaning and Maintenance products (once opened)
  • Coarse Grit Sharpening Stones (after use)
  • Cookbooks (if the protective seal is broken)
  • Donabe and accessories (after initial use)
  • Any products that show signs of use, sharpening, or alteration

Return Process

Step 1: Submit Return Request

Contact our customer service team within 15 days of receiving your order. Use the template below to ensure we have all necessary information:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Helle Store Team, I would like to request a [return/exchange] for my recent purchase. Order Number: [Your Order Number] Order Date: [Order Date] Product(s) to Return: [Product Name(s) and SKU if available] Reason for Return: [Please provide details] I confirm that the item(s) are in original condition, unused, and in their original packaging. Please provide instructions for returning the item(s). Thank you, [Your Full Name] [Your Email Address] [Your Phone Number]

Step 2: Receive Authorization

After reviewing your request, we will email you within 2 business days with:

  • Return authorization number
  • Shipping instructions and return address
  • Any special instructions if applicable

Step 3: Ship Your Return

Package the item(s) securely in the original packaging and include:

  • Copy of your order confirmation or receipt
  • Return authorization number clearly visible on the outside of the package

Note: Return shipping costs are the responsibility of the customer, unless the return is due to our error or a defective product.

Refund Information

Refund Processing Time

  • Once we receive your return, please allow 3-5 business days for inspection and processing
  • Refunds will be issued to your original payment method
  • You will receive an email confirmation when your refund has been processed

Refund Methods & Timing

  • Credit Card (Visa, MasterCard, JCB): 5-10 business days to appear on your statement
  • PayPal: 3-5 business days to reflect in your account
  • Original shipping fees are non-refundable

Exchanges

For exchanges of eligible items:

  • Follow the same return process outlined above
  • Clearly indicate in your request that you prefer an exchange
  • Specify the replacement product you would like
  • We will ship the replacement item once we receive your return
  • Any price differences will be charged or refunded accordingly

Damaged or Defective Items

If you receive a damaged or defective item:

  • Contact us within 48 hours of delivery
  • Include photos of the damage or defect
  • We will cover return shipping costs and expedite your replacement

Contact Our Customer Service Team

Email: [email protected]

Address: 2125 Holden Street, San Diego, US 92107

Response Time: 1-2 business days

We appreciate your trust in Helle Store and our commitment to authentic Japanese craftsmanship. Our returns policy reflects the same standard of excellence and precision that defines every product we offer. Thank you for choosing us for your culinary journey.