Hello Japan Store Reviews 

The customer service is absolutely top notch. I reached out and received a reply promptly. They are so considerate and helpful and absolutely go through so much to ensure you're happy with the purchase. Some orders take a while to ship as the items are not in the facility, and some shipping takes longer due to covid procedures and customs. But everything will arrived safely. Personally I was thrilled with the shipping speed and I love that DHL is always reliable, what a great company to choose to ship merchandise. Don't hesitate to buy here! You will not be disappointed with the items or the service !

Friendly and helpful Team from Japan!
Fast Service

My order contained a preorder item which was delayed because of production difficulties. Contact with customer support was very satisfying, they answered quickly and adressed my problems properly. My order was shipped the same day as the missing preorder item came back in stock. Shipping took about 2 weeks to Germany which is to be expected. Items were well packed and nothing was missing. Overall a very good experience and I can definitely recommend buying there.

Je viens de passer commande sur le site pour la deuxième fois.
Le site est très clair et l’accompagnement client est au rendez-vous (réponse rapide quand l’on soumet une question).
Les délais de livraison sont incroyablement surprenant. Commande expédiée le Jeudi réceptionné chez moi le Lundi suivant.
Rien à redire !

Pour une première commande je suis extrêmement satisfait. Moins d’une semaine d’attente pour recevoir le colis. Tout était en parfait état. Et un SAV de grande qualité. Je recommande fortement !!!

Everything was fine. It took a little while but its from Japan..im from Germany and we have a pandemic. So thats fine with me.

I buyed over 10 times since 2021 at Hello Japan.

Prices, and service are top.

The shipping is safe and fast.

I buy again! :)

I bought from Hello Japan Shop for the first time and my parcel arrived today.

Before I ordered something from their website I read the comments and reviews here on trustpilot. Some sounded really awful and I was a bit unsure because of that.

Then I went to the Hello Japan Shop website and read through the FAQ and all the Information . They clearly stated there, that the preorder items are not guaranteed because they will get limited quantity from the manufacturer.
I wanted to preorder something , too, but that didn’t really bother me because I understood the problem.

When the preorder items finally were in stock on the website I wrote a mail and politely asked if it was possible to get my preorder items .

The team of Hello Japan Shop repeated very fast and kind and told me that my items were secured and they sent the parcel on the way to me.

Now the parcel arrived very fast with DHL Express shipping . The items were safely packed and I got everything I ordered.

I personally see no problem to order on their website. The prices are good, the person that wrote to me was very kind and helped me and I got everything I ordered very fast and safely packed. I am more than happy that I decided to buy from Hello Japan!

Plusieurs commandes déjà passées et je suis ravie ! Je n'ai qu'une seule fois eu un petit problème avec une commande et le service client a été hyper réactif. Réponse dans la journée voir dans l'heure. Solution apportée très rapide. Je n'ai rien à dire.
Je commanderai encore mes articles du Japon car le prix est vraiment correcte.

PS: je choisi toujours le délai le plus long pour ne pas avoir de douane. Après 4 commandes, toujours rien.

I’ve read so many negative reviews about this business, but although some of my items were out of stock. They restocked in 5 days and shipped it. It’s pretty fast. When the my parcel arrives I will update this review.

Update***
My parcel arrived in 3 days !! Great packaging and good price for the items. One thing they could improve is answering queries, but customer service is good. Nice people.

This is The Worst site of all to Buy Japanese Items I ordert now 3 times there everytime i had problems with the shipping.. they sendet my Parcels first after me Writing to the Support where my damn Items are that i ordered than they answers me just 1 time in the hole time i was ordering there
the support was kind of arrogant now i have allot of questions opend they didnt answer me i made my biggest order there now its the 12 day and they do nothing really nothing they dont even apoligize to me no they dont answer about questions and they send nothing totaly scam site dont order there go on ebay to buy Japanese is sadly but Saver than a Real site....

*so i gave them one star more now because
immediately after i wrote this bad review they tooked care and shipped my item its still not here after now over 20 days but thanks god they dont scamed me its just a bad service.. i hope it will better up then maybe i will delet this review

J'ai précommandé un article chez eux en octobre ou novembre 2020 et je l'ai reçu dans le temps et super bien emballé. Merci à eux pour leur professionnalisme et leur prix raisonnable :D

This shop intrigued me with all the amazing stuff they have. Unfortunately, I wouldn't order again during the covid-crisis. They're way too encumbered to handle orders and customer service.

I truly understand, that these are hard times for small companies. However, I feel like this company wasn't 100% truthful with everything. First of all, the F.A.Q page claims the preparation time for orders is anything from 3 to 5 days, maybe even 10. For me, even 10 days is acceptable, however, my order took well over month to proceed from 'Payment accepted' to 'Shipped' (Jan 17 - Feb 26). Even this would be okay, but I had to make 2 inquiries to ask why. To my knowledge, everything was in stock at the time of placing the order. The same day my order finally got shipped, I got a reply for my 2nd inquiry. Apparently preparation of my order took so long because one of the items was out of stock. They did not tell me this after my 1st inquiry. I am still waiting for the refund for the missing item. It's not a large sum by any means, but out of principle I'll reach out for them again.

Hopefully things will get better for them.

i will be honest.
that company has not professional service. I bought some Kit Kat’s on them website. Some of them It was in stock when I bought it but it was really out of stock. so I connected with them after 6 days from I bought but they didn’t even reply me. I want to believe your service but I cannot see any positive feedback.
Today is 9th day since I ordered and I couldn't even find a response.
What makes it more difficult is that I did not pay with PayPal, I contacted them politely but there was no response.
I was try this website's: JapanHaul, Sugoi Mart, Umami Ninja, Meccha-Japan, Japan candy store, Carhoon, napaJapan and HelloJapan. yes It was different a lot of price, other things and services but I recommend them except HelloJapan because I am not sure about that.
For me, the best is website who is expensive with professional customer service better than cheap ones but don't give any importance to the customer
Their products are cheap compared to other companies, but what's the point of being cheap if you don't have professional customer service?
........
UPDATE: Maybe I was wrong, but I still see that even if the customer’s inquiry is written in the FAQ, you SHOULD answer him. I know that you are a small company and the number of employees is few. But I still see that communication with your customers is weak, and I have another point that I hope you will correct which is that your site sometimes it displays products that are already out of stock, but the customer buys them and so the shipping price rises, and then you refunded the product price, but the shipping price still is higher than usual.
It definitely won't be the last time I order as I am sure you will take these notes seriously.
Best regards
......
UPDATE
ARRIVED TODAY BUT THE PACKAGING WAS DISAPPOINTING. YOU’RE SUPPOSED TO PUT THE CHOCOLATES IN A BOX, NOT FLYER !!!

Terrible company do not buy anything from them. I preordered 2 pokemon booster boxes from them and heard nothing for 2 months. Must have decided not to ship out my order once the price went up. Perfect company to give an interest free loan to.

Do not buy anything from these scum bags. Don't fall for their we are human crap.

Edit - In response to their reply why did you not refund me when you found out you were short on stock? You are quick to respond to bad reviews but don't have the decency to refund customers due to your errors. Another example of scummy behaviour. Took them less than an hour to reply but took 2 months and me emailing them to even notice there was a problem.

Edit#2 - I was pretty frustrated yesterday and I apologize but their responses are just proving my point. I will respond to each point for you.

What are you talking about ? We find out this morning and refunded immediately all customers concerned.

I don't understand this. So you didn't get enough stock and only shipped some of the product out but somehow didn't notice all the orders you couldn't fulfil and did not refund or send an email out to the people affected? Or you didn't get any product at all and decided to not email or refund anyone which is it? This was over 2 months ago and I had to send an email I doubt you guys figured anything out.

The last order by the name "Frankie" in our database has been delivered 7 months ago.

I ordered Pokemon Card Game Sword - Shield Special BOX - Pokemon Center Kanazawa x2 on 12/10/2020 12:07:35. Your system is either wrong or you did not have the correct information. Not sure why you replied to this when it would be so easy to double check before responding.

Don't misunderstand, I'm not from the customer support, 4 people are replying on daily basis.
I'm the rude guy replying to comment online like yours and SNS to show people that we do reply, are human too and willing to fix any situation that can be fixed.

You can be rude I don't care I'm assuming it's your business. It's unacceptable to not give an update and hold people's money for more than 2 months and say you are a small company. 4 people responding to daily emails and such fast response times to poor reviews but no time to send out emails to customers or refund them? Once again I had to send and email wondering what happened to my order you did not contact me.

I am not complaining about getting a refund but I preordered from your website and now that the cards are not being printed I can't even get any. If anyone has read my full review I suggest you order from another more reputable company because it's very obvious that they care about their image more than their customers.

Update#3 - I was not refunded until March 13th I escalated the issue with paypal on March 4th. Somehow this company continues to disappoint me. They also tried to refund me less money because I used paypal to place my order. Good thing paypal was able to help me out. Please do no order from this site they are scammers.

Their response :

Hello Frankie,

According to our files, you were refunded on 01/03/2021 at 11:33:16. It would take several days to appear.
Please note that if you used PayPal, we wouldn’t be able to refund you at 100% since PayPal takes commision on your purchase.

Why would you refund me less because of commission on my purchase when I bought nothing? What a disgrace. Surprised that the "rude guy" is so silent now when he usually responds in a few hours to negative reviews.

Ordered a Remix Bout Booster Box which was on stock. Otherwise I wouldn't have ordered it. After 4 messages without reply or any reaction I canceled my order and started with the refund via PayPal. Good prices but bad customer sevice.

Update after Reply from Hello Japan:
Was not a mistake. Wrote 4 messages without reply. After writing on trust pilot they wrote me back. I told them not to send and order is quited in an E-mail but no reply again and today I got tracking information. So they don't read E-Mails. Be patient and take more care on customer.

Nice easy website to use, only took a few days for them to order my Pokemon Center stock and then it was shortly delivered to them, packed up and sent to me! UK Shipping was pretty cheap and arrived suprisingly quickly! (Only about 2 weeks). Will definitely be coming back!

Terrible customer service
and response to a lack of stock. My order of 4 items was not sent out until 4 months of constant reaching out to them, and when they did, they send 2 out of the 4 items in the contents that I had purchased. After getting back in contact with the company, they stated that they did not have any of the products that were not shipped out without ever contacting that to me or offering a refund until a month later they already shipped out my unfulfilled order without my full order. No compensation or refund was given for this issue and I will never be purchasing from them again personally due to the lack of communication in providing information to customers of a lack of stock.

J'ai passé une commande d'ornement en octobre, que je n'ai pas reçus après avoir contacter le site à plusieurs reprise pendant en janvier il m'informe que je vais être remboursé hors le remboursement t à pas été effectué malgré mes nombreuses relances 😡😡😡😡😡😡😡😡😡😡

Perfect service, delivery, prices, and experience. Highly recommended!