FAQs
Find answers to common questions about Mylla, shipping, returns, usage, and care. Everything you need to know—clearly explained to support a calm, confident experience with Hellēness.
General
Product
Order & Shipping
Warranty & Returns
How can I contact Hellēness?
Email concierge@helleness.com. We respond within 24 hours, Monday to Friday, 9 AM to 5 PM PDT.
Where is Hellēness located?
Hellēness is based in Tokyo, Japan.
Does Hellēness have a physical store?
No, Hellēness operates exclusively online.
Is my personal information safe with Hellēness?
Yes, your information is protected under our Privacy Policy.
Does Hellēness test on animals?
No, Hellēness is cruelty-free and does not test on animals. We uphold ethical standards in all development.
Does Hellēness offer sustainable packaging?
Yes, Hellēness is committed to sustainability and utilizes FSC-certified materials for its packaging. This certification ensures that the paper and cardboard used are sourced from responsibly managed forests, aligning with our dedication to environmental stewardship and high-quality standards.
Do you have a loyalty program?
Join the Hellēness Club for exclusive member gifts and promotions. Expect rewards that elevate your experience—sign up on helleness.com.
What languages does Hellēness customer support offer?
Hellēness’s multilingual concierge team are always available to help you with any queries and questions.
Operating Monday to Friday, 9:00 AM to 5:00 PM PDT.
I forgot my account password. What do I do?
To reset your password, visit the login page and select "Forgot Password"—a link will be sent to your email.
How can I subscribe to the email newsletter?
To join our newsletter, enter your email on helleness.com and stay connected with our latest updates.
How do I unsubscribe from emails?
To opt out, simply click ‘Unsubscribe’ at the bottom of any email you receive from us.
Where can I receive updates about Hellēness?
Explore updates on helleness.com or follow our social media channels for the latest insights.
Do you have an affiliate or ambassador program?
Hellēness does not currently offer an affiliate or ambassador program. However, we are thoughtfully considering future opportunities. Please stay informed through our official channels for any upcoming announcements.
How does Mylla work?
Mylla combines EMS microcurrent, red light therapy, radio frequency, and pulse massage. Each technology gently supports skin and scalp—improving tone, easing tension, and enhancing circulation for a visibly refined, radiant appearance.
What are the benefits of Mylla?
Mylla helps improve skin tone, reduce puffiness, ease facial and scalp tension, support circulation, and restore glow—offering gentle, non-invasive care in just 10 minutes.
How do I use Mylla?
Gently apply to dry or damp skin and massage with light upward and outward strokes for 10 minutes. Following your facial and scalp massage, use Mylla to soothe the body in a similar manner. For detailed instructions, please visit our How to Use page.
Is Mylla safe for all skin and hair types?
Yes, Mylla is safe for all skin and hair types, including sensitive and mature skin. Its non-invasive technologies offer gentle care without irritation, making it suitable for daily use across a wide range of needs.
What is EMS Microcurrent?
EMS Microcurrent uses low-level electrical pulses to gently stimulate facial muscles, helping improve tone, firmness, and contour through consistent, non-invasive care.
What is Red light therapy?
Red light therapy uses low-wavelength light to support collagen production, improve skin texture, and enhance natural radiance—gently, with no downtime.
What is Radio Frequency?
Radio Frequency delivers gentle heat beneath the skin’s surface, helping stimulate collagen, improve elasticity, and firm the skin over time—non-invasively.
What is Pulse Massage?
Pulse Massage uses rhythmic vibrations to stimulate the surface of the skin and scalp—easing tension, promoting circulation, and encouraging relaxation with each use.
Can I use Mylla on my neck?
No, You can't use Mylla on the neck, eyes, throat, chest, or any sensitive or injured areas.
Can I use Mylla if I’ve just had Botox or filler?
If you’ve recently had Botox or filler, it’s best to consult your doctor before using Mylla. While the device is gentle and non-invasive, professional guidance ensures safe and appropriate timing based on your treatment.
Can I use Mylla on wet hair or skin?
Yes, Mylla has IPX5 rating allows use on wet skin or hair. Do not submerge.
How often should I use Mylla?
Mylla is suitable for daily use, tailored to your preference and comfort.
Can I use Mylla with other skincare products?
Yes, pair Mylla with lightweight, water-based serums. Avoid heavy creams or oils to maintain optimal performance.
Is Mylla waterproof? Can I use it in the shower?
Mylla has an IPX5 rating, suitable for shower use but not submersion. Limit water exposure to preserve its integrity.
Is Mylla safe to travel with?
Yes, Mylla’s compact design and TSA-compliant battery make it travel-ready.
What if my device won’t turn on?
Ensure Mylla is fully charged, then press and hold the power button for three seconds. If unresponsive, contact Hellēness Concierge for support.
What should I do if Mylla gets too hot?
If Mylla feels too hot during use, turn it off and allow it to cool completely before continuing. Ensure you're using it in a cool, ventilated space and at a comfortable intensity level. If the issue persists, please contact our concierge team.
Where is the device made?
Mylla is manufactured in China through trusted partners. All quality testing and customer care are handled by our team in Japan to ensure precision and reliability.
How long does it take to fully charge Mylla’s battery?
Mylla charges fully in 2 hours using the provided cable. Avoid overcharging.
How long does Mylla’s battery last per use?
A full charge powers Mylla for up to 30 minutes of continuous use.
How do I clean and store Mylla?
Wipe with a soft, dry cloth after use. Store in a cool, dry place, away from heat and sunlight, secured from children.
What materials is Mylla made of?
Mylla is crafted from durable ABS and PC silicone, chosen for safety and longevity.
Is my payment information secure?
Yes, your payment details are safeguarded with SSL encryption, a proven standard that protects your information throughout the transaction process.
What payment methods do you accept?
We accept Visa, Mastercard, American Express, PayPal, JCB, Shop Pay, Apple Pay, Google Pay, Bancontact, and iDEAL for secure transactions.
What are the shipping options and costs?
We offer complimentary express shipping worldwide. Orders are delivered within approximately 7–8 business days. Tracking information is provided once the order is dispatched, with every shipment handled with care.
What is the tax situation for my order?
Hellēness does not charge additional fees for any payment method. However, your bank or payment provider may apply currency conversion or international transaction fees. Additionally, depending on your country's regulations, your order may be subject to customs duties or import taxes upon delivery. These charges are determined by your local customs authority and are the responsibility of the recipient.
Where does Hellēness ship to?
Hellēness offers complimentary express shipping to the following countries:
Australia
Canada
Hong Kong
Japan
Malaysia
New Zealand
Singapore
South Korea
United Arab Emirates
United States
Orders are delivered within approximately 7–8 business days. Tracking information is provided once the order is dispatched. Every shipment is handled with care to ensure a seamless delivery experience.
How do I place an order?
To place your order, add it to your cart, proceed to checkout, and provide your shipping and payment details. Once confirmed, you’ll receive an email with your order summary.
What is the order confirmation process?
After placing your order, you’ll receive a confirmation email with your order details and a tracking number once it ships from our warehouse in Tokyo.
Can I track my order?
Yes, once your order ships, you’ll receive a tracking number via email. Visit our Track Order page to monitor its progress
How do I cancel my order?
Before shipment, email concierge@helleness.com with your order number to request cancellation within 6 hours of purchase. We’ll attempt to process it within 6 hours, Monday–Friday; after shipment, cancellation is not possible.
What should I do if I haven’t received my order?
Check your tracking number first. If delayed beyond 11–12 business days or unresolved, email concierge@helleness.com with your order number for assistance.
What should I do if my order is damaged in transit?
Report damage to concierge@helleness.com within 24 hours of receipt with photos. We’ll arrange a replacement—see our Warranty & Returns FAQs for details.
Are there any additional fees for certain payment methods?
Hellēness charges no additional fees for any payment method. However, your bank or payment provider may apply currency conversion or international transaction fees. Please note that some orders may be subject to customs duties or import taxes upon delivery, depending on your country’s regulations.
Can I change my shipping address after placing an order?
Before shipment, email concierge@helleness.com with your order number to request an address change. We’ll attempt to update it; after shipment, changes are not possible.
Why was my order cancelled or payment refused?
Orders may be cancelled or payments refused due to stock shortages, payment errors, or technical issues. Email concierge@helleness.com for clarification and support.
Where will my order be shipped from?
All orders are shipped from our Tokyo facility, ensuring authentic craftsmanship and quality control.
How long does it take to process my order?
Orders are processed within 1–2 business days. Once dispatched, you’ll receive a confirmation with tracking details. Every order is handled with care and prepared for timely delivery.
Do you offer gift wrapping or special packaging?
Every order is presented in elegant, minimalist packaging from Tokyo. For gift wrapping or special requests, email concierge@helleness.com prior to shipment.
How can I apply a promo code to my order?
Enter your promotion code in the checkout field before completing payment. Valid codes are applied instantly; contact concierge@helleness.com if you encounter issues.
What is Hellēness’s return policy?
Returns are accepted within 14 days of receipt if Mylla remains unused and in its original packaging. Email concierge@helleness.com with your order number to initiate the process. Additional details are available on our Delivery and Returns page.
What’s the warranty on Mylla?
Mylla carries a 1-year limited warranty from purchase, covering manufacturing defects like power or component failure under normal use. Full terms are outlined on our Delivery and Returns page.
How do I request a return or warranty claim?
Email concierge@helleness.com with your order number, issue description, and photos or video of the defect. Returns need approval; warranty claims receive replacements upon review. See our Delivery and Returns page.
Who pays for shipping on returns or warranty claims?
You cover return shipping costs unless Mylla arrives damaged or incorrect. For approved warranty claims, Hellēness handles shipping both ways. Details are on our Delivery and Returns page.
What if my package is lost or damaged during shipping?
For damaged packages, report to concierge@helleness.com within 24 hours with photos for a replacement. If lost, contact your carrier first, then us if unresolved.
How long does it take to process a refund or replacement?
Refunds are processed within 10 business days of return approval, issued to your original payment method. Warranty replacements ship upon review, subject to availability—see our Delivery and Returns page.
Can I return Mylla if I’ve used it or changed my mind?
No, returns are accepted only for unused, unopened Mylla within 14 days. Returns due to change of mind or dissatisfaction are not eligible—see our Delivery and Returns page.
What happens if a replacement isn’t available for my warranty claim?
If a replacement isn’t available, we’ll offer store credit or a refund at our discretion. Details are on our Delivery and Returns page.
Replenishing and relaxing
Mylla Facial Therapy Device
The world’s first full facial device for both skin and scalp, Mylla brings restorative care to busy lives. With Red Light Therapy, EMS Microcurrent, Radio Frequency, and Pulse Massage, it smooths skin, eases tension, and boosts circulation. Suitable for all skin types and ages.
In the fast pace of daily life, Mylla restores inner peace—turning every moments into quiet spa experiences that rebalance skin and replenish emotional well-being.
