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Orders & Returns

Orders, returns, refunds, shipping, and warranty
6 articles

Return & refund policy

Return & refund policy Return window We have a 7-day return policy from the date you receive your item. If you are located in the European Union, you have 14 days under the EU cooling-off period. Due to the personal and sanitary nature of skincare and beauty devices, we are unable to accept returns outside of these windows. We appreciate your understanding. Eligibility To be eligible for a return, your item must be in the same condition you received it — unworn, unused, with tags attached — in its original packaging, and accompanied by your receipt or proof of purchase. Non-returnable items: The following cannot be returned for hygiene reasons: opened skincare or personal care products, custom or personalized items, and perishable goods. How to Start a Return Contact us at support@chouohctokyo.com before sending anything back. Items returned without prior approval will not be accepted. Once your return is approved, we will provide instructions on where to send the item. Shipping Costs & Import Fee Customers are responsible for all return shipping costs and may use any carrier of their choice. Because all returns are shipped to our warehouse in Japan, a flat fee of $122 USD will be deducted from your refund to cover import duties and customs fees associated with receiving the item back into Japan. This fee applies to all returns regardless of location. Please note that international returns must clear Japanese customs before reaching our warehouse, which can add time to the process and is outside of our control. Refund Amount Your refund reflects the amount you actually paid for the item, minus the $122 USD import and customs fee. If a discount code was applied to your original order, the refund is calculated based on the discounted price paid — we are unable to refund more than the amount originally charged. Exchanges The fastest way to exchange an item is to return what you have and, once the return is accepted, place a separate order for the new item. Refunds Once your return is received and inspected at our warehouse in Japan, we will notify you of the outcome. If approved, your refund will be processed to your original payment method within 5 business days. Please allow additional time for your bank or card provider to post the refund — this timeline is determined by your financial institution and is outside of our control. Damaged Orders If your order arrived damaged during shipping, please file a claim directly with DHL at https://www.dhl.com/discover/en-sg/ship-with-dhl/start-shipping/submit-claim-lost-damaged-shipment and contact us at support@chouohctokyo.com with your order number and photos. Do not discard the original packaging as DHL may require it as evidence. DHL claims have time limits so please act quickly. Incorrect Address Please ensure your shipping address is correct before completing your purchase. We cannot be held responsible for shipments that are lost, undeliverable, or returned due to an incorrect address. Address corrections must be requested within one day of placing your order. Questions For any questions about your return or refund, contact us at support@chouohctokyo.com with your order number and return tracking information.

Last updated on Apr 02, 2026

Warranty — what's covered and how to file a claim

Warranty — what's covered and how to file a claim Coverage Your CHOUOHC Radiance LED Mask is protected by a 2-year warranty against manufacturing defects, automatically from the date of purchase. There is nothing to register — coverage is automatic for the original purchaser. The warranty applies to the original purchaser only and is non-transferable. If you purchased your device second-hand, the warranty does not carry over. | Period | Coverage | |---|---| | Within 12 months of purchase | Assessment + free replacement (if defect confirmed) | | 12–24 months of purchase | Assessment + complimentary repair (if defect confirmed) | | After 24 months | Out of warranty | The warranty covers manufacturing defects only — issues that arise from a fault in the product itself, not from accidental damage, misuse, or use with non-provided accessories. What is not covered - Damage caused by using third-party charging cords or adapters (always use the included accessories) - Accidental physical damage - Normal wear and tear - Issues arising from misuse or use outside of the provided instructions - Products purchased second-hand or from unauthorized sellers Before filing a claim — troubleshoot first Many issues that appear to be defects can be resolved with troubleshooting. Please check the relevant article before reaching out: - Remote / controller not charging or won't hold a charge - Mask won't turn on - Session cuts off early or mask turns off mid-treatment - A specific light color isn't working How to file a warranty claim 1. Contact us at support@chouohctokyo.com with your order number and a description of the issue 2. We will ask you to send two things: - A short video clearly showing the problem — share it via Google Drive, Dropbox, or WeTransfer - A photo of your warranty card — found inside the front cover of the manual booklet that came in the box. You do not need to fill it out. Just photograph it clearly so the details are legible. It serves as proof of purchase for the claim. 3. Our team will review the video and assess the issue 4. If a defect is confirmed, we will follow up with next steps within 2 business days Do not send your product back without contacting us first. Items returned without prior approval cannot be processed. A note on the warranty card The warranty card is included in your box for record-keeping purposes. You do not need to fill it out or register it — your warranty coverage is automatic from the date of purchase. The card primarily serves as proof of purchase if you ever need to file a claim. How long does the process take? Once we receive your video and warranty card photo, our team aims to assess and respond within 2 business days. If a resolution requires shipping (e.g. a replacement part), additional time will be needed depending on your location.

Last updated on Apr 03, 2026

Shipping — delivery times and tracking

Shipping — delivery times and tracking How long does delivery take? Orders are shipped via DHL and typically arrive within 5–7 business days from the date your order is placed. Business days are Monday through Friday, excluding public holidays. Orders placed on weekends or public holidays will begin processing the next business day. Will I receive tracking information? Yes. Once your order has been dispatched, you will receive a shipping confirmation with your DHL tracking number. You can use this to follow your package's progress directly on the DHL website at dhl.com. My tracking shows delivered but I haven't received my package If your tracking shows your order as delivered but you haven't received it, please check: - Around your front door, mailbox, or any secure drop locations - With neighbours in case it was left with them - With anyone else at your address who may have accepted it If you still can't locate it after checking, contact us at support@chouohctokyo.com with your order number and we'll look into it with DHL on your behalf. Can I change my shipping address after ordering? Address changes can only be made before your order has been fulfilled. If you need to update your delivery address, contact us as quickly as possible at support@chouohctokyo.com with your order number and the correct address. Once the order has shipped, we are unable to redirect it. Please double-check your shipping address carefully before completing your purchase — we cannot be held responsible for orders that are undeliverable or lost due to an incorrect address provided at checkout.

Last updated on Apr 02, 2026

Discount codes — how to apply one and why it might not be working

Discount codes — how to apply one and why it might not be working How to apply a discount code Discount codes are entered at checkout. Here's how: 1. Add your item to the cart and proceed to checkout 2. On the checkout page, look for the "Discount code" field 3. Type or paste your code exactly as provided — codes are case-sensitive 4. Click "Apply" before completing your purchase 5. You should see the discount reflected in your order total before you pay The code must be applied before you complete payment. Discount codes cannot be applied to orders that have already been placed. Codes cannot be combined Only one discount code can be used per order. If you have multiple codes, choose the one that gives you the best saving — the other cannot be stacked on top of it. Why isn't my code working? A few common reasons: - The code has already been used — some codes are single-use only and cannot be reused once applied - The code has expired — promotional codes have an end date. Check any email or communication where you received the code for its validity period - You're trying to combine codes — only one code is accepted per order - A typo — copy and paste the code directly rather than typing it manually to avoid errors - The item in your cart isn't eligible — some codes apply only to specific products Still not working? Contact us at support@chouohctokyo.com with your code and a description of the issue and we'll look into it for you.

Last updated on Apr 02, 2026

Where is my refund?

Where is my refund? If you've returned an item and are waiting on your refund, here's exactly how the process works and what to expect. How refunds are processed 1. Your return ships back to Japan — all returns are sent to our warehouse in Japan. International shipping means the item must first clear Japanese customs before it reaches us — this is outside of our control and can add time to the process 2. The item is received and inspected — once it arrives at our warehouse, our team inspects it to confirm it meets the return eligibility requirements 3. Refund is issued — once approved, the refund is processed back to your original payment method within 5 business days 4. Your bank or card provider processes it — depending on your bank, the funds may take additional time to appear in your account after we issue the refund What will I be refunded? Your refund is the amount you originally paid, minus a $122 USD flat fee which covers import duties and customs costs for receiving the item back into Japan. This applies to all returns. If a discount code was applied to your original order, your refund is based on the discounted price paid — we are unable to refund more than the amount originally charged. Why hasn't my refund arrived yet? The most common reasons for a delay: - The return is still in transit or clearing Japanese customs — international shipping takes time, and customs clearance can add unpredictable delays - Inspection is in progress — we inspect every return before approving the refund - Your bank is still processing it — once we issue the refund, the timeline for it appearing in your account is determined by your card provider, not us How to check on your refund If more than 5 business days have passed since your return was delivered to our warehouse in Japan and you haven't received your refund, contact us at support@chouohctokyo.com with your order number and return tracking number and we'll investigate for you.

Last updated on Apr 02, 2026

My order arrived damaged — what should I do?

My order arrived damaged — what should I do? If your CHOUOHC order arrived with visible damage caused during shipping, the first step is to file a claim directly with DHL as the carrier responsible for the shipment. Step 1 — File a claim with DHL All damage claims for items damaged in transit must be submitted through DHL's claims process. You can do this at: https://www.dhl.com/discover/en-sg/ship-with-dhl/start-shipping/submit-claim-lost-damaged-shipment When submitting your claim you will need: - Your DHL tracking number (found in your shipping confirmation email) - Photos of the damaged packaging and the damaged item - A description of the damage - Your order details Step 2 — Contact us Once you've submitted your DHL claim, reach out to us at support@chouohctokyo.com with your order number, a description of the damage, and photos. We'll keep track of your case and work with you to get it resolved. Important — act quickly DHL has time limits on damage claims, so we recommend submitting your claim as soon as possible after receiving the damaged item. Do not discard the original packaging — DHL may require it as evidence during the claims process. This is different from a warranty claim If your item arrived intact but developed a fault during normal use, that would be covered under our product warranty rather than a shipping damage claim. See our Warranty — what's covered and how to file a claim article for details.

Last updated on Apr 02, 2026