Q&A

About orders
About shipping
About accounts
About products
Others

About orders

I want to check the shipping period of my purchase.

▼If the shipping period is stated in My Page.
If a date is stated under the "Expected Shipping Date" on your My Page, your order will be shipped by that date.

▼If there is no shipping period stated in My Page
1. Please log in to your My Page and select the order number you would like to check.
2. Select the name of the purchased item. The expected shipping date will be displayed on each product page.

* If you have ordered products with different shipping times in the same transaction, all items will be shipped according to the item with the latest shipping date.
* Shipping times may fluctuate due to year-end holidays, long weekends, inventory counts, or other logistical reasons.
* For international customers, customs procedures may cause delays, and delivery may take longer than initially expected.
* If the shipping date changes from what was originally announced at the time of sale, the shop will notify you.

I want to cancel an order.

We do not accept order cancellations due to customer convenience or personal reasons.

Can I change my order after placing it?

▼Changes to ordered items or quantities:
We do not accept changes to items or quantities after the order has been confirmed.

▼Changes to delivery address:
If you need to change your delivery address, please contact us via the inquiry form and select “Change of shipping address for completed purchases.” Then fill out the required information and submit your request.

*Address changes are only possible if the new address is the same country as the previous one.
*If your order is already being prepared for shipment, we may not be able to accommodate the change.
In such cases, after shipment notification, please arrange forwarding directly with the delivery company. Forwarding fees will be borne by the customer.

Can multiple orders be combined?

We are unable to combine multiple orders into a single shipment.

The loading icon keeps spinning during the payment process and won’t go through.

The loading icon (the spinning indicator that appears during processing) on the screen during payment processing may continue spinning indefinitely, and the screen becomes unresponsive.

Please try processing your payment again using the following methods:

- Try a different browser
- Try using a different device
- Try connecting from a different network environment

Please note that if you encounter this issue, the payment has not been completed, so it is safe to close the screen.

This issue may be caused by your network environment or browser cache.

If the problem persists after trying all the above, please contact us through our inquiry form.

We sincerely apologize for the inconvenience.

Are there any payment processing fees?

No, there are no payment processing fees at the time of checkout.

However, if you choose Paidy as your payment method, additional fees may apply depending on how you pay your Paidy bill (e.g., via convenience store payment or bank transfer).
For details, please refer to the following (external site):Learn more about Paidy fees

The products I purchased do not appear in my purchase history.

We will check the status of your order.
Please contact us using the inquiry form and select either "Order-related" or "Account-related", then provide the following information:

・A list of the items that do not appear in your purchase history
・The email address used at the time of purchase
・The date of purchase
・The names of the products you bought

What should I do if I’m unable to purchase items that I previously added to my cart?

Inventory is secured only when an order is finalizef. Adding items to your cart does not secure stocks.

Please note that you may be unable to purchase items in your cart if:

・The item is sold out
・The sales period has ended

Please complete your purchase as soon as possible after adding items to your cart.

About shipping

How can I change the delivery address for an order I have placed?

Please use the inquiry form and select “Change of shipping address for completed purchases.” Then fill out the required information and submit your request.

*Address changes are only possible if the new address is the same country as the previous one.
*If your order is already being prepared for shipment, we may not be able to accommodate the change.
In such cases, after shipment notification, please arrange forwarding directly with the delivery company. Forwarding fees will be borne by the customer.

How can I change the address registered for delivery?

You can change your registered address on your My Account page:

For smartphones:
1. Tap on the silhouette icon at the top right corner
2. Enter your email address and password to log in
2. Tap on “Edit Address” in the My Orders section

For computers:
1. Click on “My Page” at the top right corner
2. Enter your email address and password to log in
3. Click the “Edit Address” button on the left

* Changes made here will not apply to orders placed previously.
* If you wish to change the shipping address for an existing order, please contact us through the inquiry form.

Which delivery company do you use?

For shipments within Japan, we use Japan Post. For international shipments, we use DHL or ECMS.

Please note that depending on the product, we may use the most appropriate delivery service for the shipment.

Can I choose a delivery service?

We do not accept requests to choose a delivery service for your order.

Which regions outside Japan do you ship to?

Please refer to the following list of available shipping regions.
Note: Some areas may not be eligible for delivery within these regions. Orders from such areas will be canceled after we contact the customer.

North America:
Canada, United States

Asia:
Brunei, Cambodia, Hong Kong, Indonesia, Laos, Macau, Malaysia, Philippines, South Korea, Singapore, Taiwan, Thailand, Timor-Leste, Vietnam

Oceania:
Australia, New Zealand

Central and South America:
Argentina, Brazil, Chile, Mexico

Europe:
Albania, Andorra, Austria, Belgium, Bosnia and Herzegovina, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Moldova, Monaco, Montenegro, Netherlands, Norway, North Macedonia, Poland, Portugal, Romania, San Marino, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom, Vatican

Can I place an order from a region that is outside your delivery area?

If the delivery address is within a region we can ship to, you can place an order.
For more information about the regions we can deliver to, please refer to the FAQ below:

Which regions outside of Japan do you ship to?

Can I pick up my order from the delivery office?

We do not have services that allows holding of packages at delivery offices, convenience stores, or post offices.
Please specify your residential address as the delivery destination.

If you register a delivery address other than your residence, there may be delivery delays or the package may not be delivered. In such cases, we cannot take responsibility.

About accounts

How do I register for an account?

If you wish to create an account, please visit the hololive account sign-up page and follow the on-screen instructions.

I’m unable to log in to my account.

For help with login issues, please refer to hololive account FAQ.
If the issue persists, please contact us through the inquiry form available on the “hololive account” website.

How do I delete my account?

Information about deleting your account can be found in hololive account FAQ.

Where can I get support regarding my account?

For any questions related to your account, please refer to hololive account FAQ.

About products

I want to return a product.

We do not accept returns due to customer preferences or personal reasons.

If the product you received is defective or damaged, please contact us through our inquiry form within 7 business days of delivery.

I received a defective product. What should I do?

If you notice any issues with your order, please contact us via the inquiry form within 7 business days of receiving your item. Select "Regarding a product" for your inquiry.

To help us with your request more efficiently, we kindly ask that you attach a photo clearly showing the damage or missing items at the time of unpacking.

Once we receive your inquiry, a member of our team will get back to you shortly.

*Depending on stock availability, we may issue a refund instead of a replacement. Thank you for your understanding.

Please understand that we cannot accept returns or exchanges if the product has been used or if more than 7 business days have passed since delivery.

Where do I download the digital content I have purchased?

The content you purchased will be displayed in the "Digital Content List" within your My Account page. Please log in to your My Account and download from the "Digital Content List."

On Smartphone:
1. Tap the person icon in the upper right
2. Enter your email address and password to log in
3. Tap the "Digital Content List" button on the My Account page

On Computer:
1. Click "My Page" in the upper right
2. Enter your email address and password to log in
3. Click "Digital Content List" within the My Account page
4. *Please note that digital message board benefits may appear in the content list at different times. For details on digital message board benefits, please refer to the information on the sales page.