FAQs

Payments can fail for a variety of reasons:

- The card information you entered, such as billing address, CVC code, or expiry date do not match.

- Payment was made from a new computer/phone

- Insufficient funds on your debit card.

- Online payment is disabled.

We suggest you contact your bank to confirm the specific reasons. If the problem persists, you can choose to use a different card or payment method. If your card payment is not being accepted, you may attempt to pay using PayPal.

Alternatively, you may contact us if you are still facing problems with regards to payment and we'll do our best to assist you.

No, our customers do not have to pay custom taxes. We declare taxes at customs, so our customers do not have to do so. You can rest assured that there are no hidden charges or taxes that'll be tacked on after you place your order!

Unfortunately, shipping and logistics providers have reduced air freight capacity and frequency at the moment.

The most cost effective line of shipping is through the shipping carrier we offer. We are unable to provide priority shipping until further notice from our providers.

After we ship your order, you will receive your shipping confirmation email along with a tracking number within 24 hours. We ship all our orders with tracking numbers so our customers can monitor the location of their package at all times. However, we seek your understanding and patience as due to the international delivery. These are some things to take note of while you await your package:

Delivery date – International orders delivered via express shipping can take between 5 to 15 business days. Sometimes there can be a delay in customs, so you may find you will need to wait a few more days.

Delivery address – Was your delivery address entered correctly? Orders are delivered based on the address you indicated on your order.

Delivery Signed– If you notice that the tracking indicates that the package has been signed for, be sure you check with your neighbors, building reception or anyone living with you if they received the package on your behalf.

HiCA will not be responsible for shipping delays caused by inclement weather, or any other "acts of God.” While we pride ourselves on our products, we have no control over transit times and sincerely ask for your patience if there are any delays in shipment.

International orders delivered via express shipping can take between 5 to 15 business days. Sometimes there can be a delay in customs, so you may find you will need to wait a few more days. Delivery may take longer if there are Saturdays, Sundays, and public holidays. If you do not receive the product for more than 4 weeks, please contact us via the inquiry page. We will inform you individually.

After opening, depending on the storage conditions and the product, the quality may deteriorate if time passes after opening. It is recommended to use up as soon as possible after opening and not to exceed 6 months.

The formulation is designed with Japanese skin sensitive to irritation in mind, and patch tests have been conducted for Japanese people with sensitive skin (it does not mean that irritation does not occur to all people). If you are concerned about irritation, please try a small amount. If any abnormalities such as redness or irritation appear during use, discontinue use.

Please refrain from returning items due to customer convenience. If the item you received is different from what you ordered or is damaged, please contact us through the inquiry page. We will inform you individually.