Frequently asked questions (membership registration, payment, delivery, etc.)

About membership registration

■I cannot register as a new member.

Please click here to register as a new member .

・Email address is already in use
・Unable to log in
If you receive an error like this, your account may have already been activated. In that case, please delete your account and register as a new member. We apologize for the inconvenience, but please contact our customer center so we can look into your account .

■Cannot log in after registering as a member
If your registered address is a carrier email, there have been reports of errors occurring when logging in after registration, or not being able 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 your carrier email.

■I want to change/reset my password
Click "Forgot your password" on the login screen, then press the "Reset password" button. After that, an email with the subject "Reset your account password" will be sent to your registered email address.

Please click Reset password in the email to reset your password. From there you will be able to set a new password.

■I want to change my address and name
After logging in, you can change your name, shipping address registration information, and password from My Page.
*If you use Shop pay / Apple pay / Google pay / Amazon pay, the address registered in advance with each payment service will be reflected. If you wish to make changes, please do so at each payment service.

about the order

■When is credit card payment due?
Payment for both regular and pre-order items will be made when your order is confirmed.

■I did not receive the order completion email.
The sender address of the automatically sent email is [].

An order email has been sent from to the email address registered in the account for the payment method you ordered (Apple Pay/GooglePay/ShopPay/Amazonpay, etc.).

Please check your email address.

Please be sure to check all folders as the email may end up in your spam folder. (It may take some time for the automatic email to arrive)

Additionally, if you are using your mobile phone's email address, your email may be automatically rejected by your spam filter.

Please set to receive emails as a specified email address or as a specified domain.

docomo designated reception/rejection settings (external site)
au reception list settings (external site)
Set permission/rejection settings for receiving SoftBank spam mail (external site)

If you have not received the email and are unsure whether your order has been completed, please contact our customer center individually.

■Will sold out items be restocked?
For products that are sold out, you can set a restock notification on each product page. Those who have set this up will receive an email notification as soon as the item becomes available.

*Even if you register, the item may not be restocked. Thank you for your understanding in advance.

In addition, we will inform you about new releases and restocks on each official SNS account.

Her lip to official instagram
Her lip to official X

■Product cannot be added to cart
If all of the items in stock that you are trying to add to your cart are being paid by other customers, you may not be able to add them to your cart.
We apologize for the inconvenience, but please try again after a while.

■Express checkout selection screen is not displayed
If you log in to ROSIER by Her lip to and proceed to the cart, you will skip the information entry 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 press "Return to Information" and proceed to payment using the icon of your choice.

■Address mismatch, error occurs
post code
Building name
An error may occur if any of the input is omitted or the column is misaligned.

Regarding delivery

■Is it possible to change the shipping address?
As a general rule, we do not accept changes to the shipping address after the order has been confirmed. Changes may be possible for reserved items before shipping preparations begin.

Please contact our Customer Center immediately with your order number, name, and new shipping address.
Please note that due to system issues, address change procedures may not be completed in time.
If your item is being prepared for shipment from our warehouse, we apologize for the inconvenience, but once you receive a shipping completion email, we will send you a Sagawa Express inquiry number so you can change the delivery address yourself. We ask that you complete the following procedures.

*If forwarding costs occur, they will be borne by the customer.

*Only available for orders from within Japan.

Before confirming your order, please double check that the delivery address (address before moving, etc.) is correct.

■I could not receive the product and had to return it. Is it possible to reship?
Since we have already delivered the item to the customer's delivery address, if the item is returned as a result of a return, we will pay the shipping cost for the re-shipment by cash on delivery.

*If a certain period of time has passed since we contacted you, we will treat the storage period as expired and refund the price of the product to your designated account.

In that case, we will determine that you have declined the receipt and will refund the amount minus the handling fee. To prevent this from happening, please be sure to request redelivery directly to the shipping company within the storage period.

■Can items ordered separately be shipped together?
Due to system reasons, we are unable to combine items ordered separately.

■Is it possible to ship the products separately?
If you purchase multiple items, we cannot ship them individually.


■Is it possible to issue a receipt?
We will attach a URL where you can issue a receipt to the shipping completion email. Please download it yourself from the URL.

■I can't see my order history from My Page.
If you select a payment method such as Apple Pay / Google Pay / ShopPay, and the address registered for that account is different from the address registered for Her lip to membership registration, the order will not be reflected in your order history.
If you would like it to be reflected in your order history, we apologize for the inconvenience, but please set it to the same address.

■I want to cancel my email newsletter
To unsubscribe from the e-mail newsletter, after logging in, uncheck the [Receive e-mail newsletters] column on My Page, or click the unsubscribe button at the bottom of the e-mail newsletter. It becomes.

About inquiries

If you have any questions or requests regarding inquiries other than those listed above, please contact our Customer Center . If we receive a flood of inquiries, it may take some time to respond.

We apologize for the inconvenience, but we have suspended telephone inquiries for the time being. Please contact us via email or chat.

*Customer center business hours: 11:00-17:00 Japan time (Closed on Saturdays, Sundays, and holidays)