About Membership Registration
I can't register as a new member.
Please register as a new member here .
・The email address is already in use
・I can't log in
If you get an error message like this, your account may already be activated. In that case, we ask you to delete your account and register as a new member. We apologize for the inconvenience, but please contact our customer center so that we can look into your account.
■ I can't log in after registering as a member
If the address you registered is a carrier email address, there have been reports of errors when logging in after registration, or being unable to receive email newsletters. We apologize for the inconvenience, but we recommend that you register as a new member using an email address other than a carrier email address.
■ I want to change or reset my password
Click on "Forgot your password?" on the login screen, then press the "Reset password" button. After that, an email with the subject "Reset your password for your account" will be sent to your registered email address.
Please click on the "Reset Password" link in the email to reset your password. You will then be able to set a new password.
I want to change my address or name
After logging in, you can change your name, shipping address, and password from your My Page.
*If you use Shop Pay, Apple Pay, or Google Pay, the address registered with each payment service will be reflected. If you wish to change the address, please change it with each payment service.
About orders
■When is the credit card payment made?
Payment for both regular and pre-order items will be required at the time of order confirmation.
■ I haven't received an order completion email
The sender address of the automatically sent email will be [info@herlipto.jp].
An order email has been sent from info@herlipto.jp to the email address registered to the account used for the payment method you used to place your order (Apple Pay/Google Pay/ShopPay, etc.).
Please check that email address.
Please check all folders as the email may have ended up in your spam folder. (It may take some time for the automated email to arrive.)
In addition, if you are using a mobile phone email address, the email may be automatically rejected by the spam filter.
Please set up your email address to receive emails from info@herlip.jp or from the domain @herlipto.jp.
● Docomo designated reception/rejection settings (external site)
● au reception list settings (external site)
● Set SoftBank spam email reception permission/rejection settings (external site)
If you have not received an email and are unsure whether your order has been completed, please contact our customer center individually.
■Will sold out items be restocked?
For sold-out items, you can set up a restock notification on each product page. If you have set it up, you will be notified by email as soon as the item is back in stock.
*Please note that even if you register, there may be cases where the item will not be restocked.
In addition, we will announce new releases and restocks on our official SNS accounts.
● Her Lip To Official Instagram
● Her lip to official X
■ Products cannot be added to the cart
If all of the items you are trying to add to your cart are currently being paid for by other customers, you may not be able to add them to your cart.
We apologize for the inconvenience, but please try again later.
■The Express Checkout selection screen is not displayed
If you log in to ROSIER by Her lip to and then proceed to your cart, you will skip the information input page and go to the payment screen.
We apologize for the inconvenience, but if you would like to pay with Express Checkout (Shop Pay/Apple Pay/Google Pay), please click "Return to Information" and proceed to payment using the icon of your choice.
■Address does not match, error occurs
post code
prefectures
municipalities
address
Building Name
name
If either of these is missing or the columns are out of order, an error may occur.
About Shipping
■Is it possible to change the shipping address?
As a general rule, we do not accept changes to the shipping address after an order has been confirmed. However, in the case of pre-ordered items, changes may be possible before shipping preparation begins.
Please contact our customer center immediately and provide your order number, name, and new shipping address.
Please note that due to system issues, your address change may not be processed in time.
If your item has already been prepared for shipment from the warehouse, we apologize for the inconvenience, but once you receive the email notifying you that your item has been shipped, we will send you a Sagawa Express inquiry number so that you can change the delivery address yourself.
*If transfer fees are incurred, the customer will be responsible for them.
*Only orders from within Japan are accepted.
Before placing your order, please double-check that the delivery address (such as your previous address) is correct.
■I was unable to receive the item and had to return it. Can you resend it?
Since the product has already been delivered to your address, if you have a returned item and it needs to be re-shipped, we will cover the shipping costs to you.
*If a certain period of time has passed since we contacted you, we will consider the storage period as having expired and will refund the product price to your specified account.
In that case, we will consider it as a refusal to receive the package and will refund the amount minus the handling fee. To prevent such a situation from occurring, please be sure to contact the delivery company directly yourself to request redelivery within the storage period.
■Can items ordered separately be shipped together?
Due to system limitations, we are unable to combine products ordered separately.
■Is it possible to ship the products separately?
If you purchase multiple items, we cannot ship them together.
others
■Is it possible to issue a receipt?
We will attach a URL to issue a receipt to the shipping completion email. Please download the receipt yourself from the URL.
*The receipt can be issued within 6 months from the date of order. Please note that we cannot issue a receipt after the deadline.
■I can't see my order history from my page.
If you choose a payment method such as Apple Pay / Google Pay / ShopPay, if the address registered to that account is different from the address registered to your Her lip to membership, the payment will not be reflected in your order history.
If you would like it to be reflected in your order history, please set it to the same address.
■ I want to unsubscribe from the email newsletter
To unsubscribe from the e-mail newsletter, log in and uncheck the [Receive e-mail newsletter] box on your My Page, or click the unsubscribe button at the bottom of the e-mail newsletter you receive.
About Inquiries
If you have any questions or requests other than those mentioned above, please contact our customer center . If we are inundated with inquiries, it may take some time for us to respond.
We apologize for the inconvenience, but we are currently suspending telephone inquiries for the time being. Please contact us via email or chat.
*Customer Center Hours of Operation: 11:00-17:00 Japan time (Closed on Saturdays, Sundays, and public holidays)