Shopping Guide
Shopping Guide
CIELOHUK is operated by a Japanese company. This guide explains how to shop with us and the delivery and after-sales conditions for orders delivered outside Japan. For deliveries within Japan, the domestic conditions in our and Japanese Returns and Refunds Policy apply.
Japanese law governs our Terms of Service and sales contracts. If laws applicable to your transaction contain provisions that cannot be excluded by contract, those provisions apply to the extent required. All conditions below are subject to this rule.
Before you order
Sizes and measurements
Size charts normally use centimetres (cm), although some products use millimetres (mm). Garment measurements may differ by approximately 1–3 cm because of manufacturing variations or the measurement method. Check the size chart and allow sufficient room when choosing a size.
Product images and colours
We aim to show colours as accurately as possible. Lighting during photography and the settings on your phone or computer may make the actual colour look different.
What is included
Bags, jewellery, shoes, innerwear and other accessories shown in product images are not included unless the product title or description says they are. Check the product title and description for the contents of a set.
Coupons
Apply your coupon at checkout before confirming the order. Coupons cannot be added after an order has been confirmed.
Store credit and purchase rewards
Store credit is a balance linked to your CIELOHUK customer account and can be used for purchases at CIELOHUK. Sign in to the relevant account and select store credit at checkout.
For paid orders linked to your customer account, we award purchase-reward credit equal to 1% of the final order total after discounts, including shipping and taxes, rounded to the nearest yen. Purchase-reward credit expires one year after payment for the relevant order is completed and cannot be exchanged for cash. Store credit issued for other reasons has no expiry date. The monetary-payout procedure for refund credit is explained under “Refunds and store-credit payouts” below. Store credit cannot be transferred to another account or used at another store.
Placing an order
- Select the size and colour on the product page and add the item to your cart.
- Check the items, quantities, sizes and colours in your cart, then proceed to checkout.
- Enter your name, delivery address, email address and telephone number, and select a payment method.
- Check the order details, shipping charge and total payment amount before confirming the order.
For payment methods completed or authorised at checkout, an order number is displayed and an order-confirmation email is sent when the order is confirmed. Keep the order number for future enquiries. If an available payment method requires payment after you submit the order, the order is confirmed after payment is received. The contract-formation rules are set out in Article 6 of our Terms of Service.
Payment methods
You can pay by credit card and other methods processed through Shopify Payments, or by PayPal. Other payment methods may also be available depending on your country or region and your order. Please check the options displayed at checkout for the methods available to you.
Accelerated checkout options use delivery and payment details saved with a supported payment service to reduce the information you need to enter. The available options are displayed at checkout.
If bank transfer or convenience-store payment is offered for your order, payment must be received within 10 days of the order date. The order is automatically cancelled if payment is not received by the deadline. Bank-transfer fees and other payment costs charged to you by your provider are your responsibility.
Messages about your order
We normally email your registered address when:
- Your order is received or confirmed.
- Payment is confirmed, where required for the chosen payment method.
- Your order is dispatched.
- We need to check details of your order.
The dispatch email includes a tracking number when one is available.
If an email does not arrive
Check your customer-account order history and your spam or junk folder. Allow emails from cielosiro.co.jp if your email service blocks messages or uses a domain allowlist. If you cannot resolve the receiving settings, consider changing the order-email address to another address, such as a Gmail address.
Changing the email address for an order
Open the support chat at the bottom of the store and follow the prompts for order or shipping enquiries and a missing order-confirmation email. Choose the option to change the order-email address, then enter the name and telephone number used for the order. Once the order details have been verified, you can enter and submit a new email address.
This changes the receiving address for that order. It does not change the email address used to sign in to your customer account.
Shipping and delivery
Products are dispatched from our fulfilment location in China.
Weight limit for deliveries outside Japan
Orders delivered outside Japan must have a shipping-calculation weight of less than 10 kg. We cannot ship an overseas order with a shipping-calculation weight of 10 kg (10,000 g) or more. If your cart reaches 10 kg or more, split your items into separate orders so each overseas order stays below 10 kg. The shipping-calculation weight is the value used to calculate shipping charges; it is not a guarantee of the parcel's measured weight. This limit depends on the delivery destination, not the display language. It does not apply to deliveries within Japan: domestic orders of 10 kg or more remain accepted under the existing domestic conditions.
Shipping charges and import costs
Shipping charges depend on the destination and the weight of the items in your order. Charges increase as the weight increases. You can check the shipping charge by entering your delivery address at checkout. Shipping charges include customs duties and import taxes for all our supported delivery destinations.
If you are charged customs duties or import taxes separately, contact us with your order number and evidence such as an invoice or receipt showing the charge. We will review the evidence and refund the confirmed additional amount to the payment method used for your order.
The customs duties and import taxes covered by the shipping charge will not be charged again by us after your order has been confirmed.
Preparation and delivery times
Orders are normally prepared for dispatch within approximately 3–10 days after confirmation. Delivery times after dispatch vary by destination. See the destination table below for the applicable estimate; it excludes preparation before dispatch. If a product page states a separate lead time, please check that information. Customs clearance, weather and transport conditions may cause delays beyond these estimates.
International delivery destinations
Delivery availability depends on your delivery address. The times below are estimates after dispatch and exclude the usual preparation period of approximately 3–10 days after confirmation. Customs clearance, weather and transport conditions may cause delays.
| Destination | Estimated delivery after dispatch | Import-cost information |
|---|---|---|
| Australia | Approximately 17–28 days | Customs duties and import taxes included; normally no separate payment on receipt |
| New Zealand | Approximately 14–21 days | Customs duties and import taxes included; normally no separate payment on receipt |
| Singapore | Approximately 10–12 days | Customs duties and import taxes included; normally no separate payment on receipt |
| Malaysia | Approximately 6–14 days | Customs duties and import taxes included; normally no separate payment on receipt |
| Philippines | Approximately 7–14 days | Customs duties and import taxes included; normally no separate payment on receipt |
| United States | Approximately 10–18 days | Customs duties and import taxes included; normally no separate payment on receipt |
| Canada | Approximately 7–28 days | Customs duties and import taxes included; normally no separate payment on receipt |
| United Kingdom | Approximately 11–18 days | Customs duties and import taxes included; normally no separate payment on receipt |
| Germany | Approximately 10–17 days | Customs duties and import taxes included; normally no separate payment on receipt |
| France | Approximately 10–21 days | Customs duties and import taxes included; normally no separate payment on receipt |
| Spain | Approximately 10–21 days | Customs duties and import taxes included; normally no separate payment on receipt |
| Italy | Approximately 10–21 days | Customs duties and import taxes included; normally no separate payment on receipt |
| Netherlands | Approximately 10–21 days | Customs duties and import taxes included; normally no separate payment on receipt |
| Sweden | Approximately 10–21 days | Customs duties and import taxes included; normally no separate payment on receipt |
| Finland | Approximately 10–21 days | Customs duties and import taxes included; normally no separate payment on receipt |
Remote areas, islands and other locations may require separate delivery-eligibility checks. If a product page states a separate lead time, that information also applies.
Inspection and split shipments
Items are inspected before dispatch. We normally dispatch an order once all items have passed inspection and packing is complete. If inspection identifies a problem, we may need to source a new item and inspect it again, which can delay dispatch.
For orders containing items that need to be sourced again or branded items sourced to order, we may dispatch the items already prepared around 14 days after the order date. The remaining items are dispatched once preparation and inspection are complete.
If we split your order into separate shipments for our own operational reasons, we will not charge additional shipping or import costs.
We do not accept requests for a specific delivery date or time slot when you place an order. The delivery method is selected by us, and you cannot choose the carrier.
Changing the delivery address
You may request a change to your delivery address before dispatch, provided that the change does not alter the shipping charge. Contact us before dispatch if you need to change the address. Delivery addresses cannot be changed after dispatch.
If we ask you to correct missing or incorrect details in the same registered address for customs clearance or delivery, follow the instructions and deadline we provide. This is a correction to the existing address, not a change to a different destination.
Refused or undeliverable shipments
If delivery cannot be completed because you refuse the shipment or because the address you provided is incomplete or incorrect, we do not refund the product price, shipping charge or other amounts paid for that order. Refusing delivery does not cancel your order. Please check your delivery details carefully before confirming your order.
Loss in transit
We issue a refund when tracking information confirms that an item has been lost in transit. If your order has not arrived, contact us with your order number and tracking number.
Cancellations
Once your order has been confirmed, we do not accept cancellations for personal reasons, even before dispatch. We do not accept cancellations after dispatch.
If an item has not been dispatched after 30 days have elapsed from the order date because of a dispatch delay, you may request cancellation of that unshipped item. If some items have already been dispatched, only the unshipped items are eligible. If the product page stated a lead time longer than 30 days when you ordered, the lead time and conditions on that page apply instead.
To request cancellation, contact us through the support chat at the bottom of the store with your order number and the reason for your request.
A payment dispute or chargeback submitted to a payment provider is not a cancellation request to CIELOHUK.
Returns for personal reasons
We do not accept returns for personal reasons, including a change of mind or differences in fit, colour or personal expectations. Please check the product description, size and colour carefully before ordering.
Size exchanges are currently unavailable. If we sent a size different from the one you ordered, contact us under the defective or incorrect-item procedure below.
Defective or incorrect items
Check the contents and condition of your order before wearing, using or washing the items. If an item is defective or differs from what you ordered, contact us within 7 days, counting the day of delivery as day 1. Provide your order number and both photos and videos clearly showing the problem or difference.
We will review the photos, videos and order details. If we confirm a defect or an incorrect item, we will send a new replacement or issue a refund. We decide which remedy to provide based on the circumstances and stock availability. If we cannot send a replacement, we will issue a refund. We may ask for additional photos, videos or other information if the materials provided are insufficient. Reporting a problem alone does not guarantee a replacement or refund.
You do not need to return the item. There is no additional shipping charge for a replacement when we confirm a defect or an incorrect item.
Refund amounts for defective, incorrect or lost items
If all items in your order are eligible for a refund because of defects, incorrect items or loss in transit, we refund the full amount paid, including the original shipping charge. If only some items are eligible, we refund the amount actually paid for those items and their share of the original shipping charge. That share is calculated by multiplying the original shipping charge by the proportion of the order's total item weight attributable to the affected items.
Refunds and store-credit payouts
Refunds are normally made to the payment method used for the order. If payment-provider restrictions or other limitations prevent a refund to the original payment method, we issue the refund as store credit.
Store credit issued as a refund has no expiry date. You may request a monetary payout of its unused balance through the support chat. We check the order history and the store-credit usage before processing the request. This payout procedure applies to store credit issued as a refund; purchase-reward credit cannot be exchanged for cash.
The time it takes for a refund to appear on your statement depends on the payment provider.
Help and related policies
For enquiries, use the support chat at the bottom of the store. The chat provides automated assistance and directs enquiries that require further help to staff.
For the detailed contract conditions, also read our Terms of Service, Returns and Refunds Policy and Legal Notice.