Shopping Guide

Membership tiers are automatically updated after completing your purchase. For in-store purchases, simply show your registration page and registered email to earn points.

BEGINNER

Requirements: Register as a member
Birthday Coupon: Get a 5% OFF coupon during your birth month
Points Accumulation: Earn 1 point for every ¥1,000 spent

REGULAR

Requirements: Spend at least ¥1
Birthday Coupon: Get a 8% OFF coupon during your birth month
Points Accumulation: Earn 1 point for every ¥1,000 spent

SILVER

Requirements: Accumulate ¥200,000 or more in spending
Birthday Coupon: Get a 10% OFF coupon during your birth month
Points Accumulation: Earn 2 points for every ¥1,000 spent
Benefits: Occasional secret sales and exclusive member offers

GOLD

Requirements: Accumulate ¥500,000 or more in spending
Birthday Coupon: Get a 13% OFF coupon during your birth month
Points Accumulation: Earn 3 points for every ¥1,000 spent
Benefits: Occasional secret sales and exclusive member offers

PLATINUM

Requirements: Accumulate ¥1,000,000 or more in spending
Birthday Coupon: Get a 15% OFF coupon during your birth month
Points Accumulation: Earn 5 points for every ¥1,000 spent
Benefits: Invitations to exclusive secret sale events

About Product Availability

Our online store shares inventory with multiple physical stores.

As a result, items may become out of stock after your order is placed if sold simultaneously at a retail location.

In such cases, your order will be canceled, and we will contact you via your registered email address. Thank you for your understanding.

Purchase Quantity Limit

Each product is limited to 3 units per order.

If you wish to purchase more than 3, we recommend placing multiple separate orders.

Authenticity Guarantee

All items sold on our platform are professionally authenticated and guaranteed to be genuine. Shop with confidence.

About the Condition of Pre-owned Items

Due to the nature of pre-owned (vintage) products, signs of aging such as material wear or minor damage may be present.

We guarantee that all items are functional and consistent with the condition described on our website at the time of shipment.

If you have any concerns, please feel free to contact us before placing your order.

Product Images & Condition Descriptions

Please note that there may be slight color differences between the product photos and the actual item due to lighting and screen display variations.

We do our best to accurately describe any signs of use on pre-owned items, but interpretations of condition may vary from person to person. Thank you for your understanding.

Requesting Additional Photos & Inquiries

If you'd like to see more real-life images of the product or learn more details, please contact our customer service before placing your order.

As we respond manually, replies may take a little time — we appreciate your patience.

Once an order is placed, it will enter the shipping process immediately, and requests like "confirm condition after ordering" cannot be accommodated.

About Product Labels

The item you purchase is considered a cross-border e-commerce product, equivalent to buying directly from overseas.

Therefore, it does not include Chinese labels or manuals.

You can find relevant product information on the product detail page or by contacting our customer service.

International Shipping

All orders are shipped directly from Japan.

International shipping is available only for orders with delivery addresses outside Japan.

Orders are typically shipped within 3–5 business days after payment and stock availability are confirmed.

Shipping Methods

We offer the following international shipping options:

• EMS
• DHL Express

Shipping fees and estimated delivery times are automatically calculated based on your destination country or region and will be displayed during checkout.

Estimated Delivery Time

Delivery times vary depending on the shipping method, destination, customs clearance, and local courier conditions.

Please refer to the estimated delivery time shown at checkout.

Tracking Information

Once your order has been shipped, a tracking number will be sent to your registered email address.

You can also find your tracking number in your order history and track your shipment through the official EMS or DHL websites.

Please note that EMS tracking updates may be delayed, and in some countries tracking may only become available after the parcel arrives locally.

Important Notes

Minor creases or wear on the outer packaging may occur during international transit. This does not affect the condition of the item itself.

If your item arrives damaged due to shipping, please contact both the shipping carrier and Hedy Customer Support as soon as possible. We will be happy to assist you.

Shipping Time & Tracking

• Tracking Information

Once your order is shipped, tracking details (EMS/DHL) will be sent to your registered email.

You can also find your tracking number under your order history and track it via the EMS or DHL official websites.

• Estimated Delivery Time

Orders typically arrive within 15 business days after shipping, though delays may occur due to weather, customs inspection, or other factors.

In some cases, EMS delivery may take up to an additional 15 business days beyond the expected timeframe.

About Refusals

Import duties or taxes may apply depending on your region, and must be paid by the customer.

If a package is refused and returned to Japan, the international shipping fee will be deducted from your refund.

If you'd like the item to be re-shipped, please contact customer service.

If we do not receive a reply within 14 business days, the order will be canceled, and any consequences will be the customer's responsibility.

Address Changes

You may contact us to change your shipping address before the order is shipped.

However, since we begin processing shipments immediately after order confirmation, address changes may not be guaranteed.

Once the package is shipped, address changes are not possible.

Package Damage or Loss

Due to long-distance international shipping, some external packaging may arrive slightly compressed.

This does not affect the condition of the product inside, and we do not accept claims or discounts for such cases.

If the product itself is damaged, please contact our support team and the shipping provider for resolution.

In the case of a lost parcel, we will assist in investigating with the courier, but we are not liable for the loss.

Order Cancellation

• Orders that have not been paid can be canceled freely.
• Once payment is completed, cancellations are generally not accepted. For exceptional cases, please contact our customer service.
• Points used on canceled orders cannot be refunded, except under special circumstances.
• Coupons can only be refunded once during the promotional period. If the cancellation occurs after the promotion ends, the coupon will no longer be valid.

Return Policy

• Please inspect your items immediately upon delivery.
  To request a return, you must contact us within 3 business days of receiving the item.
  Requests submitted beyond this period, including concerns about product condition or quality, will not be accepted.
• Once your request is approved, you must ship the item within 2 business days.

Returned items must meet the following conditions:

• The product has not been used or altered and is in its original condition
• Tags must remain intact and unremoved
• All original accessories must be included

Fees & Return Responsibilities:

• For returns due to personal reasons, the return shipping fee is borne by the customer, and the original shipping fee will be deducted from the refund.
• If the returned package arrives damaged, your refund may be delayed, reduced with penalties, or rejected.
• Please use protective packaging to avoid damage during return shipping
• Shipping fees, handling charges, customs duties, and gift wrap costs are non-refundable
• If your returned package incurs additional customs duties, we may either refuse the return or deduct the tax from your refund
• Points and coupons used on the returned order will not be refunded
• Final sale items are not eligible for return
• Hedy reserves the right to restrict future purchases or account access in cases of excessive or policy-violating return behavior.

About Point Expiration

Points earned through purchases on Hedy's pre-owned marketplace have an expiration period.

Points from each order will automatically expire one year after the purchase date.

To enjoy your membership benefits to the fullest, we recommend using your points before they expire.

How to Use Coupons

Available coupons can be viewed on your "My Coupons" page and applied at checkout.

• Birthday Coupon: Issued on the 1st day of your birthday month, valid until the end of that month
• New Member Coupon: A ¥3,000 coupon given upon registration, with no expiration date
• Discount Coupons: Apply at checkout to receive immediate discounts (e.g., 20% OFF, 10% OFF)
• Cash Coupons: Fixed-value coupons that reduce the total amount at checkout

Important Notes:

• Please refer to each coupon's description for specific usage rules (e.g., combinability, exclusions)
• If your order is canceled due to product quality issues, your coupon may be reissued once, as long as it is still within the validity period

About Customs Duties

All product prices do not include customs duties.

If your package is inspected and taxed by customs upon arrival, the recipient is responsible for paying the applicable duties.

If you need help with the customs declaration process, please contact our customer service team for assistance.

About Receiver Information & Customs Clearance

The receiver's name must be the real, full name.

Nicknames, aliases, or abbreviations are not allowed.

Additionally, the name must match the identification document used for customs clearance.

Please double-check this information before confirming your order to avoid any delivery or clearance issues.