At Helle Store, we are dedicated to bringing you the finest authentic Japanese culinary tools, crafted with precision and excellence. We understand that a seamless shopping experience includes reliable shipping and a clear returns process. Below, we outline our policies to ensure your complete satisfaction.

Shipping Information

We ship globally, excluding Asia and select remote regions. Please allow 1-2 business days for order processing before your item is dispatched. Delivery times vary based on the shipping method you choose:

  • Standard Shipping: via DHL or FedEx
    • Cost: $12.95
    • Delivery: 10-15 business days after shipment
  • Free Shipping: via EMS (for orders over $50)
    • Cost: Free
    • Delivery: 15-25 business days after shipment

Note: Delivery times are estimates and may vary due to customs or unforeseen circumstances. Tracking information will be provided once your order ships.

Returns & Exchanges Policy

We stand behind the quality of every product. If you are not satisfied, we offer a straightforward returns and exchanges process within 15 days of delivery.

Eligibility for Returns & Exchanges

  • Items 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 safety and hygiene, 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 showing signs of use, sharpening, or alteration

Return Process

  1. Submit Return Request: Contact our customer service within 15 days of delivery. Use the template below:
    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]
  2. Receive Authorization: We will email you within 2 business days with a return authorization number, shipping instructions, and return address.
  3. Ship Your Return: Securely package the item(s) in 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 customer’s responsibility, unless the return is due to our error or a defective product.

Refund Information

  • Processing Time: 3-5 business days after we receive your return for inspection and processing
  • 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 and specify the replacement product
  • We will ship the replacement 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 Us

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 policies reflect the same standard of excellence and precision that defines every product we offer. Thank you for choosing us for your culinary journey.