Frequently Asked Questions

How to choose and use products, and about orders and shipping.

Here are some frequently asked questions for LHOOQ.

Frequently Asked Questions

How long will it take to arrive?

If your order or payment is confirmed by 10:00 AM, it will be shipped the same day; if confirmed after 10:00 AM, it will be shipped on the next business day (excluding holidays).

Please note that the above schedule is an estimate only.

For bank transfers, product preparation will begin after payment confirmation.

Please note that delivery may be delayed due to long holidays, events, or bad weather. Thank you for your understanding.
What types of payment methods are available?

The following payment methods are available at the LHOOQ online store:
・Credit/Debit Card
(VISA/Mastercard/JCB/AmericanExpress)
・Bank Transfer
・Paypal
*If you choose bank transfer, please make the payment within 3 days from the order completion date.
Please note that if 3 days pass, the order will be automatically cancelled.
What is your return policy?

For hygiene and quality control reasons, we generally do not accept returns or refunds due to customer convenience.

In the case of initial defects or incorrect deliveries, please contact us within 7 days of receiving the product.
Is there a final sale purchase?

Some products are not eligible for returns. Ineligible items will be clearly stated before purchase.
When will my order arrive?

We will do our best to ship your order as soon as possible. Once your order has shipped, we will send you an email with the details. Delivery dates and times vary depending on the destination.
Where are your products manufactured?

Our products are manufactured domestically to ensure high quality and fair prices.

① For first-time users

What kind of brand is LHOOQ?

LHOOQ® is a personal care brand that views skin as a single system, rather than dividing the face, hair, and body. It aims to simplify daily care, primarily using naturally derived ingredients.
I'm using the Q&A feature for the first time, which product do you recommend?

First, we recommend using Universal Oil and Watery Serum Mist together. This is LHOOQ's basic care routine: condition with oil, then layer on moisture with the mist.
Can it be used on skin, hair, and body?

Universal oil can be used on your face, hair, and body. Please check each product page for specific usage areas.
Can it be used on sensitive skin?

Skin types vary among individuals. If you have any concerns, we recommend trying a small amount on the inside of your arm.
Is the scent strong?

LHOOQ's fragrances are blended from naturally derived essential oils and fragrances, resulting in a soft, not overpowering, scent. Please check the product page for the specific fragrance of each product.
Which set product should I choose?

For basic skincare, we recommend the Minimal Skincare Set. For basic hair care, we recommend the Minimal Hair Care Set. For those who want to start caring for both hair and skin, the Minimalist Care Full Set is recommended.

② About the Product and How to Use It

Which do I use first, oil or mist?

After cleansing your face, first apply the Universal Oil, then layer the Watery Serum Mist.
Can Universal oil be used on hair?

Yes. You can apply a small amount to the ends of your hair or to areas where frizz is a concern.
Can Watery Serum Mist be used over makeup?

Yes. When you are concerned about dryness during the day, hold it slightly away from your face and lightly spray it.
Does the face wash leave your skin feeling tight?

This soap is carefully matured using the cold process method. While the feeling after washing varies from person to person, it aims to cleanse the skin thoroughly while leaving it feeling moisturized.
Do you rinse off Pure & Raw Treatment?

This is a leave-on treatment. After towel-drying, apply mainly to the ends of the hair and then dry with a hairdryer.
Can bath salts be used in the bathtub?

Yes. Please dissolve it well in the bathtub water before bathing. For usage instructions, please refer to the product page.

③ Orders and Payments

What payment methods are available?

You can use credit cards, SHOP Pay, Gpay, PayPal, convenience store payment, smartphone payment, bank transfer, etc.
Can I pay by bank transfer?

If paying by bank transfer, please make the transfer by the specified date after completing your order. We will proceed with shipping preparations once payment is confirmed.
Can I change the order details after placing it?

We may be able to accommodate your request if your order has not yet been prepared for shipping. Please contact us as soon as possible.
I haven't received my order confirmation email.

Please check for typos in your email address, your spam folder, or your inbox settings. If you are still unable to receive the email, please contact us.
Can I get a receipt?

Yes, you can download it from the payment completion screen or from the order history page in My Page.

④ Shipping

How long will it take to arrive?

Orders or payments confirmed by 10 AM on a business day will be shipped the same day. Those confirmed after 10 AM will be shipped on the next business day.

Shipments may be delayed due to non-business days, inclement weather, or busy seasons.
How much is the shipping?

Shipping is a flat rate of ¥660 nationwide. Purchases of ¥6,600 or more qualify for free shipping.
Can I specify the delivery date and time?

Yes, you can. Please check the available delivery dates and times on the checkout screen.
Can I change the shipping address after the item has been shipped?

Once shipped, changes will be handled by the shipping company (Yamato Transport). Please check the delivery information provided in the shipping confirmation email and contact the shipping company directly.

⑤Returns and Exchanges

Can I return this?

For hygiene and quality control reasons, we generally do not accept returns or refunds due to customer convenience.
What if there's a defect in the product?

If you receive an incorrect item, or if there is an initial defect such as damage or soiling, please contact us within 7 days of receiving the product.
Can I return an item even after opening it?

Opened or used products cannot be returned or exchanged, except in the case of defective items.
How will the refund be issued?

If you are eligible for a return or refund, the refund will be processed according to the payment method used when you placed your order.

⑥Regarding Subscription Orders

Can I cancel my subscription anytime?

Yes. You can change, skip, or cancel your subscription from My Page. Please complete the procedure at least 7 days before the next scheduled shipping date.
Can I skip it?

Yes. You can skip your next delivery from My Page.
Is there a minimum subscription period?

There is no minimum usage period. There are no cancellation fees.
Can I change my payment method?

You can change it from My Page. Go to the "Subscription" menu on My Page and click "Subscription Management." At the bottom of the "Subscription Management" page, click "Show more details ➜" and the "Change Payment Method" option will appear.
Can I confirm the next shipping date?

You can check your next delivery schedule on My Page.

⑦ Membership (in preparation)

When are the points awarded?

Points will be awarded 7 days after the product is shipped.
Where can I check my points?

Your current points, membership rank, and point history can be viewed on My Page.
Do the points have an expiration date?

Points are valid for one year from the date of your last purchase.
How are ranks determined?

Your membership rank is determined by your total annual purchases.
How can I use my points?

1 point = 1 yen, and can be used for future purchases.

⑧ About gifts

When will I receive the gift card?

After purchase, it will be delivered via email. It can also be used for same-day gifts.
Can I send the gift card directly to the recipient?

You can share the gift card you receive after purchase with the recipient via email or social media.
Can I have a paper bag?

Please add paper bags from the product page. (They can be found in the gift category.)
Can a message card be attached?

Currently under preparation.
What products can I use gift cards for?

Can be used for products on the LHOOQ official online store.

⑨Store Locations

Can I try the product at the store?

Testers and products carried may vary by store. Please check with each store before visiting.
What if there isn't a store nearby?

Please use the official LHOOQ online store.
Where can I check which stores carry this?

You can find our directly managed stores, retailers, accommodations, salons, and more on the Store page.
If you wish to carry our products in your salon or shop:

Please contact us via the inquiry form. A representative will get back to you.

If the issue is not resolved, please contact us via the inquiry form.