Delivery and Returns

Delivery times

Japan: 1-3 business days (domestic)
United States: 8-10 business days
Canada: 6-7 business days
Europe: 5-6 business days
Asia-Pacific: 4-5 business days
Rest of World: 7-10 business days

All orders are dispatched from our Tokyo warehouse within 1-3 business days. Delivery timeframes begin after dispatch and may be affected by customs clearance or carrier delays. Shipping times are estimates and not guaranteed. However, we strive to meet or exceed all expectations with proactive communication in case of unforeseen disruptions.

For customers who have selected expedited shipping, delivery typically occurs within 2-5 business days. Fees are displayed at checkout and vary by region and weight. Expedited orders are prioritized in our dispatch process and handled with the same attention and care.

Delivery country

Hellēness currently ships to the following countries and regions:

Australia
Canada
Hong Kong SAR
Japan
Malaysia
New Zealand
Singapore
South Korea
United Arab Emirates
United States

We are continually expanding our international service. If your region is not listed, please contact concierge@helleness.com for assistance. We are happy to review custom delivery options upon request.

Our warehouse

All Hellēness orders are shipped from Tokyo, Japan. As a result, import duties and taxes may apply upon delivery depending on your local regulations. Every order is inspected, wrapped, and sealed at our Tokyo fulfillment studio to uphold our commitment to quality, care, and consistency.

All regions: Tokyo, Japan

Unlike mass-market retailers, we fulfill in limited batches—this ensures not only inventory integrity, but also allows us to maintain an elevated standard of service for our discerning customers. Each package is prepared with the intention of creating a refined unboxing experience.

Duties & Taxes

Hellēness product prices do not include applicable import duties, VAT, or GST. These may be levied by your country upon arrival:

1. Import duties are assessed by your customs authority
2. VAT/GST varies by jurisdiction
3. Customs fees may be charged by your carrier

These charges are the responsibility of the customer. If duties are refused and the parcel is returned to us, any related costs will be deducted from your refund. Please contact your local customs office for more information.
In select regions, estimated duties and taxes may be previewed at checkout for transparency.

Delivery delays

While we aim to meet all estimated timelines, delays may occur due to:

1. Customs inspections
2. Carrier disruptions (weather, holidays, strikes)
3. Regulatory controls (e.g., lithium battery restrictions)
4. Force majeure (natural disasters, public emergencies)

If your order is delayed beyond 10 business days from the estimated window, we will notify you with revised delivery information or options. We remain committed to resolving delays with clarity and prompt communication.

Order cancellations

Orders may be cancelled within 6 hours of placement. As fulfillment begins promptly, cancellation is not guaranteed beyond this window.

To request cancellation, please email concierge@helleness.com with your order number. Once dispatched, orders cannot be cancelled. Pre-orders are also subject to this policy unless otherwise stated.

Returns

We accept returns of unused products in their original condition and packaging within 14 days of delivery. To initiate a return, email concierge@helleness.com with your order number and reason. Once approved, a return address and authorization code will be provided.

1. Return shipping costs are the responsibility of the customer unless the product is defective or incorrect.
2. Items returned without authorization or outside the 14-day window may not be eligible for refund.

Refunds

Refunds are issued within 10 business days of inspection to the original payment method.

1. Original shipping fees are non-refundable unless expedited delivery failed due to our error.
2. Refunds will be processed only for products returned in unused, original condition.
3. You will receive confirmation via email once your refund has been processed.

Warranty policy

Hellēness provides a one-year limited warranty from the delivery date for Mylla facial therapy devices against defects in materials or workmanship under normal use.

What is Covered:

1. Internal components (battery, motor)
2. External casing and controls

The warranty is non-transferable and applies only to original purchasers with proof of purchase. If a product proves defective, Hellēness will repair, replace, or refund at our discretion.

What is Not Covered:

1. Damage from misuse, impact, or unauthorized modifications
2. Normal wear and tear or cosmetic blemishes
3. Use beyond personal (e.g., commercial use)

To make a claim, contact concierge@helleness.com with your order number, proof of purchase, and photo/video evidence. Approved claims will receive a return label or reimbursement and will be processed within 10 business days. Repairs or replacements do not extend the original warranty period.

Payment policy

Hellēness accepts Visa, Mastercard, American Express, PayPal, Apple Pay, and Google Pay. All orders are charged in USD and processed securely via third-party payment providers.

Full payment is required upon order submission or reservation. Confirmation will be sent via email, and your statement may show "Helleness"
Customs duties, VAT, and local taxes are not included in product prices and may be collected at the time of delivery by local authorities.

Hellēness does not store full card information. For billing disputes or failed transactions, contact concierge@helleness.com. All refunds and chargebacks are subject to our Return & Refund Policy.
International payments may incur conversion or transaction fees—please check with your provider before purchase.

Damaged or Incorrect orders

If your order arrives damaged or is incorrect, please contact us within 48 hours of delivery at concierge@helleness.com with:

1. Your order number
2. Clear photos of the damaged or incorrect item
3. A brief description of the issue
4. Upon verification, we will offer one of the 5. following:
6. A replacement item (subject to availability)
7. A full refund including original shipping fees
8. A prepaid return label for incorrect items

We regret that claims submitted after 48 hours may not be eligible. All packaging should be retained until the issue is resolved.

Track your order

Once your order is dispatched, you will receive a shipping confirmation email containing:

1. Your tracking number
2. The carrier handling your delivery (e.g., FedEx, DHL, Yamato)
3. A link to track your shipment in real time

Tracking updates may take 24–48 hours to appear after dispatch. Please ensure your email address is accurate when placing the order. If tracking does not update within 3 business days, or if you experience delivery issues, contact us at concierge@helleness.com for assistance.

Contact

For delivery, return, or warranty support:

Email: concierge@helleness.com
Hellēness Tokyo, Shibuya Dogenzaka Tokyu Building 2F-C, 1-10-8 Dogenzaka, Shibuya, Tokyo 150-0043, Japan