FAQ

Delivery will be made by Yamato Transport.

If your order or payment is confirmed by 10:00, it will be shipped on the same day. If it is after 10:00, it will be shipped on the next business day (excluding holidays).
*The above schedule is for reference only.
*In the case of bank transfer, arrangements for product preparation will be made after confirmation of payment.
*Delivery may be delayed due to long holidays, events, bad weather, etc.

Shipping fee is 660 yen.
(Hokkaido and Okinawa prefectures: ¥1,650)
Free shipping for purchases over ￥6,600.

We apologize, but we are unable to specify delivery dates and times for products.
We apologize for not being able to meet your request.

You can change it from My Page.
However, if the status is "Preparing for delivery" or "Shipped", it cannot be changed, so please check with the delivery company directly.

Items with the same order number will be shipped together.
Please note that if the order numbers are different, we cannot combine deliveries.

We will inform you of the tracking number after shipment.
You can check it out from the link below.
https://toi.kuronekoyamato.co.jp/cgi-bin/tneko

We apologize for the inconvenience, but please contact Yamato Transport for delivery requests.

We have several types of gift sets available. Please check the "LHOOQ GIFT" page for details.

It is not included, but you can purchase it separately. (Currently in preparation)

You can check this from your My Page. Please check from "Order History" on your My Page.

We cannot change the delivery address after an order has been placed.
Please check the shipping address carefully before placing your order.

As a general rule, orders cannot be canceled due to customer reasons. Thank you for your understanding.
If you choose to pay by bank transfer, your order will be automatically cancelled if payment is not received by the due date.

Please note that we cannot accept changes to your order due to personal reasons.

Our products are sold at shops and salons all over Japan. For details, please check the " List of stores "

The following payment methods are available on the LHOOQ online store:
・Credit card/debit card (VISA/Mastercard/JCB/AmericanExpress)
・Bank transfer・Paypal
If you choose bank transfer, please make the transfer within 3 days of completing your order.
Please note that your reservation will be automatically cancelled after 3 days.

Please note that the payment method cannot be changed after an order has been placed.

All prices displayed on the LHOOQ online store include tax.

Please note that if payment by bank transfer is not received by the due date, the order will be automatically cancelled.

After the payment is confirmed, it may take some time to confirm the payment. After the payment is confirmed, we will prepare for shipping, so we would appreciate your patience.

Fees vary depending on the financial institution you use. Please check the website of your financial institution for details.

Please note that your order may not be processed properly due to communication errors, etc. Please place your order again in a new window.
If your card payment is rejected, please check the following:
・Please check that the card is valid.
・Check your credit card limit and debit card balance.
・Please check that the card number, PIN and expiration date you entered are correct.

Cannot be issued.

Please check each product page.
Please refer to the bottom of each product page for detailed information such as content volume, usage instructions, and precautions for use.

No, we do not conduct animal testing and have no plans to do so in the future.

All of our products use natural ingredients and are formulated to be gentle on the skin, however, we recommend that you perform a patch test before use to be on the safe side and check for any abnormalities on your skin.
Please be especially careful if you have plant allergies.

There have been no reports of problems caused by using our products while pregnant or breastfeeding, however, unexpected skin problems may occur due to hormonal imbalances, etc.
As a precaution, we recommend that you perform a patch test before use to suit your physical condition.

All of our products use natural ingredients and are formulated to be gentle on the skin, however, we recommend that you perform a patch test before use to be on the safe side and check for any abnormalities on your skin.

Each product is designed to maintain its quality for three years from the date of manufacture if unopened and stored properly.
However, if stored in a hot, humid environment, the quality may deteriorate even before opening.
If you notice anything unusual about the contents, please discontinue use.
Regarding the expiration date after opening, please refer to the FAQ at the bottom of each product page.

As a general rule, we cannot accept changes to orders due to customer convenience. Thank you for your understanding.
For details, please contact the shop or salon where you purchased the product.

Products purchased from the online store cannot be exchanged or returned at retail stores or salons.

Please note that we cannot exchange, return, or cancel orders due to customer convenience.
*Please be sure to check the product when it arrives.
*If the product is defective, please contact us within 3 days of receiving the product.
*We cannot accommodate requests other than those listed below.
・If you receive a product that is different from the product you ordered. ・If the product arrives to you in a defective or damaged state. ・If either of the above two conditions apply and the product is unused and unopened.

If you wish to return or exchange an item, please contact us at the email address listed below and attach your order number and a photo showing the damage.
customer＠lhooq-cosme.com

Please note that we cannot accept changes to your order due to personal reasons.

We apologize for any inconvenience caused.
Please refer to the following for contact details as they vary depending on where you purchased your product.

If you purchased the item on this website, please contact us at the email address listed below, attaching your order number and a photo showing the area of damage.
customer＠lhooq-cosme.com

If you purchased the product at a retail store, please contact the store or salon where you purchased the product.

① Please check the "Conditions for Return/Exchange" to see if the product is eligible for return or exchange. If it is eligible for return or exchange, please contact us at the email address listed below with your order number and a photo showing the area of damage attached.
customer＠lhooq-cosme.com
②We will contact you within 3 business days with details regarding return and exchange procedures.
③Please return the product following the procedure we informed you of in ②.
④ After we have checked the product, if an exchange is required, we will send you a new product.
In case of return, a refund will be processed.

We apologize for the inconvenience, and we appreciate your cooperation.

Please register as a member when making a purchase.

You can check or change your membership registration details on the Member Registration Details Change page in My Page.

Please reissue your password by clicking on "Forgot your password?" under the login screen.
If your registered email address has changed or you do not know your email address, we will not be able to reissue your password.
Please register again as a new member using your current email address.

You cannot cancel your membership yourself. If you request it, we will cancel your membership.
Furthermore, if you cancel your membership, all of your personal information, including your purchase history and points, will be deleted.
Please note that we cannot accept cancellations after your cancellation has been completed.
*It may take some time to process your cancellation.