Frequently asked questions (membership registration, payment, delivery, etc.)
■About member registration
Q. I can't register as a new member.
A. To register as a new member, please follow the steps below.
Register as a new member here: https://herlipto.rcmr.io
If you see an error message such as "Email address is already in use" or "Cannot log in," it is possible that your account has already been activated.
We apologize for the inconvenience, but you will need to delete your account and then register again.
Please contact our customer center so we can look into the status of your account.
Q. I can't log in after registering.
A. If your registered email address is a carrier email address (docomo, au, SoftBank, etc.), you may experience issues such as errors when logging in or emails not arriving.
We regret to inform you that we recommend registering with an email address other than a carrier email address.
Q. I would like to change or reset my password.
A. You can reset your password by clicking "Forgot your password?" on the login screen.
A reset email (subject: "Reset your account password") will be sent to your registered email address. Please use the link in the email to set a new password.
Q. I would like to change my registered information, such as my name or address.
A. After logging in, you can change your registration information such as your name, address, and password from your My Page.
*If you use Shop Pay, Apple Pay, or Google Pay, the information registered with the payment service will be reflected. If you wish to change it, please go to the settings of each service.
■About orders
Q. When should I pay by credit card?
A. Payment will be made for both regular and pre-order items when your order is confirmed.
Q. I haven't received an order completion email.
A. Once your order is complete, an automatic email will be sent from [info@herlipto.jp].
If you use Apple Pay, Google Pay, or Shop Pay, the email may have been sent to your registered email address, so please check the address of the relevant account.
●Docomo designated reception/rejection settings (external site)
●au reception list settings (external site)
●Settings to allow or block SoftBank spam emails (external site)
*Please also check your spam folder.
*If you are using a mobile carrier email address, it may be rejected.
Please set [info@herlipto.jp] as the designated email address to receive emails, or [@herlipto.jp] as the designated domain to receive emails.
Q. Will sold-out items be restocked?
A. You can set up a restock notification on the product page. We will send you a notification to your registered email address when the item is back in stock.
*Please note that there may be cases where the item is not restocked.
Information about restocks and new product releases will also be posted on each official social media account.
Her lip to official Instagram
Her lip to official X
Q. I can't add items to my cart.
A. If all 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.
We apologize for the inconvenience, but please try again after a while.
*Our store does not have a cart keeping function. We give priority to customers whose payment has been confirmed.
Q. The Express Checkout screen is not displayed.
A. If you log in to ROSIER by Her lip to and then proceed to the 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 using Express Checkout (Shop Pay/Apple Pay/Google Pay), please click "Return to Information" and proceed to payment using the icon of your choice.
Q. I can't select deferred payment or PayPay.
A. If the payment method you want to use is not displayed, it may be because you have selected "Shop Pay."
In that case, please scroll down to the bottom of the payment screen.
If you select "Purchase as a guest", you will be able to choose a payment method other than Shop Pay.
*Please check the red frame in the image sent.
Q. I'm getting an error when entering my address.
A. If the information below is missing or out of order, an error may occur.
* post code
* prefectures
* municipalities
* Address and building name
* Name
Please check the details and enter them again.
■About shipping
Q. Can I change the delivery address?
A. As a general rule, we do not accept changes to the shipping address after an order has been confirmed.
If the item is a pre-order and not yet ready to ship, changes may be possible.
We will accept changes to your order via chat only if your order has not yet been prepared for shipping.
Changes can be made 60 minutes after your order is confirmed.
Please see below for how to change it.
・Press the "H" mark at the bottom of the screen ・Select "Start chat" > "Change delivery address (24-hour service)" ・Select the "Change delivery address" button
Alternatively, please contact our customer center and provide your order number (a 13-digit number beginning with H), your name, and your new address.
If shipping preparation has begun or shipping has been completed, please check the tracking number in the shipping completion email and proceed with the forwarding procedure yourself.
*If transfer fees are incurred, the customer will be responsible for them.
*Only available for orders within Japan.
Please make sure to check the shipping address before placing your order.
Q. I didn't receive the item and it was returned. Can it be resent?
A. If a product that has already been delivered is returned due to the expiration of the storage period, etc., we will reship it to you on a cash-on-delivery basis.
*If we do not receive any contact from you for a certain period of time, we will refund the amount minus the handling fee to your designated account and consider your order to have been declined.
If you wish to request redelivery within the storage period, please contact the delivery company yourself.
Q. Can I have items ordered separately shipped together?
A. Due to system limitations, we are unable to ship items ordered separately together.
Q. Can I have the items I order shipped separately?
A. All ordered items will be shipped together once they are all in stock.
We do not ship items individually.
■Other
Q. Can I get a receipt?
A. The shipping completion email will include a URL where you can issue a receipt.
Please download it yourself.
*The deadline for issuing the ticket is within 6 months from the date of order. If the deadline has passed, the ticket cannot be issued.
Q. My order history is not displayed on my page.
A. When ordering with Apple Pay / Google Pay / Shop Pay, if the address used for payment is different from the address used when registering as a member, your order history will not be reflected on your My Page.
If you register using the same email address, you will be able to check your history on your My Page.
Q. I would like to unsubscribe from the email newsletter.
A. After logging in, you can unsubscribe by unchecking [Receive email newsletters] on your My Page.
You can also unsubscribe by clicking the "unsubscribe" link at the bottom of any email newsletter you receive.
■About inquiries
For other inquiries, please contact our customer center .
If we receive a large number of questions, it may take some time for us to respond.
*We are currently not accepting inquiries by phone. Please contact us via email or chat.
*Business hours: 11:00-17:00 Japan time (excluding weekends and holidays)
