Frequently Asked Questions

All orders need to be received at least 5 days in advance. We need a minimum of 5 whole days from order confirmation until delivery. (Example: If you order on the 1st, you can get your products by the 6th.)

If you have urgent orders please contact help@lileo.com and we will do our best to fulfill your needs.

1. On the delivery date, go to your delivery destination.
2. If you choose to pick up your products at a hotel, go to the Front Desk for assistance. Please have your Tracking Number and ID (Passport).
3. If you choose to pick up at a Post Office, go to the Post Office that you selected with your Tracking Number and ID (Passport). Please note there are different hours for every post office.
4. Sign off your name and accept the package.

It’s easy!
1. Select your product.
2. Choose a color, quantity, and rental dates.
3. Select a delivery location out of Hotel (Make sure you have a reservation) or Post Office (for Airbnb or resident guests).
4. If you do not find your hotel in our database, contact us and we will add it to our list.
5. Enter the name of the pickup person. (For security reasons, the name on the shipping label must match the ID of the pickup person.)
6. Select Insurance.
7. Confirm your order and checkout.

Each day you have our rental products will be considered a DAY.

Example :
You rent a product for 5 days from January 1st – January 5th
January 1st is the day you receive your rental(s) = DAY 1.
January 2nd = Day 2
January 3rd = Day 3
January 4th = Day 4
January 5th is the day you pack up your rentals and hand them over to your hotel personnel OR nearby post office = DAY 5

Contact us at help@lileo.com, and tell us your full name, order # and how many days you wish to extend your rental.

We will do our best to fulfill your request, but please note that if we do not have extra strollers in stock, we may not be able to accept your request.

A 100% refund is given to cancellations earlier than 7 days prior to delivery date. If your selected delivery date is Monday, you must cancel by Sunday (Japan Standard Time).

A 75% refund is given to cancellations later than 7 days prior to delivery date, AND to orders that have NOT been shipped out.

For orders that have already been shipped out, you will be charged for the round trip shipping fees AND 25% of your order as the restocking fee.

There will be NO refunds for cancellations requested on the delivery date. You will be charged for the round trip shipping fee.

Contact us directly at help@lileo.com and we will do our best to fulfill your requests. Please note that we cannot guarantee to meet all requests.

Unfortunately, there will be noone to assist you but our strollers are very easy to assemble. See the Resources page for more information.

You will receive a detailed instruction guide, with pictures, on how to send back the strollers called Lileo Instruction Guide. 

1. Detach both front wheels.
2. Put the stroller in the stroller bag.
   *Stroller will NOT fit if you don’t detach the front wheels, or if you don’t fold the stroller correctly*
3. Put folded rain cover on the Stroller seat.
4. Put front wheels (2), Lileo Instruction Guide and Official User’s Guide inside the RED wheel pocket.

Lileo translates all instructions and components of all products. We even translate the meaning of components that you may not be familiar with! Go to the product page and click on Tell me more to see all the details.

Contact us at help@lileo.com. We’ll help you out!

Every Post Office will have slightly different ways to pick up packages. Go to your predetermined pickup location and find a pickup counter. Be sure to have these things ready:

• Identification (passport) that matches the name on your order
• Tracking number

If the Post Office that you have selected is open 24 hours or allows pickups after office hours, you may find a closed window with an intercom. Press the intercom and ask for your package.

Every hotel will have a different pickup location. For many cases, it will be either the Front desk or Bell desk.

• Tell your hotel staff that you have a package waiting at the hotel.
• You may be asked to verify your identification.

Please make sure that the pickup person’s ID matches the name on the shipping label. For security reasons, contradicting identification may lead to delayed pickup process.

If the pickup person is different from the Lileo account holder, please add the name of the pickup person in the Delivery Details step of the checkout process. We’ll make sure that name appears on the shipping label.

For Hotels (You must be a guest staying at the hotel):

• Identification (passport) that matches the name on your order
• Tracking number

For Post Offices:

• Identification (passport) that matches the order name or authorized pickup person name
• Tracking number (providing this will avoid confusion at the counter)

Yes, please make sure to follow the steps below:

• Enter Name of Pickup Person in the Delivery Details step in the Checkout process.
• Add Hotel Reservation Name if you are picking up your products at your hotel.
• Make sure your pickup person has a valid ID at the time of pickup.

The return date is the day you hand over the rental product(s) to the hotel or Post Office to get shipped out.

It is NOT the day we expect to receive the products back in our hands. This way, you can enjoy your renal products until the last minute.

All items should be in the original package (stroller bag), with a return shipping label attached. You will receive a pre-filled return shipping label when you receive your products.

Please double check the office hours of your hotel or Post Office so that you do not miss the office hours to drop off your products.

1. Put rental product and all accessories in the original packaging
2. Attach Return Shipping Label on a visible surface of the stroller bag.
3. Give your package to hotel staff or Post Office staff. If you are returning your rental products at a hotel, give Return Slip for Hotel Staff to Use to the Hotel Staff.

You have one of two choices.

1. Go to the nearest post office and ask for a Cash on Delivery Shipping Label. In Japanese, it is called “Chaku-Barai Laberu.” Fill out the form starting from the TOP line:

ZIP CODE: 153-0063
ADDRESS LINE 1: Vega Tower 3rd Fl. 2-9-5
ADDRESS LINE 2: Meguro, Meguro-ku
ATTENTION: Koryu Lileo
PHONE NUMBER: 03-6421-7128
FROM: Doujou (Means see above)
YOUR NAME
DATE: Blue box on the right: Return date
TIME: Circle the top left choice
PRODUCT: Stroller

2. Contact help@lileo.com, and we will send you another label. A shipping and handling fee of $5 will be charged from your security deposit. Please note that if we cannot send you the new label by the return date, we will assist you on proceeding with the first option.

Honesty is the best policy.

Please email us at help@lileo.com immediately, explaining how the product was damaged. Photos and detailed descriptions help us to decide whether or not the damage can be covered by your security deposit. We want to be fair.

Tell us what happened, and we will figure out a great solution for the both of us.

Contact us at help@lileo.com, and tell us your full name, order # and which location you wish to return your product(s) to (Hotel name and address or Post Office branch name).

You will be entitled to a refund for the number of days you didn’t use the rental product(s). We will count from the day you hand over the product(s) to your Hotel or Post Office.

Unfortunately not at this time. But we sure would like to have one in the future!

Lileo delivers baby supplies and rental strollers to families with small children visiting Japan. We want to save you the hassle of bringing tons of diapers and dragging your strollers across the world.

You simply order everything online, rent the stroller you need, and receive them when you arrive in Japan, either at your hotel or at a convenient Post Office location.

When you are done with your rental, send it back on your predetermined return date, from the hotel you stayed at, or from any Post Office.

Contact us at help@lileo.jp. We are more than happy to assist you.

Insurance covers extra cleaning fees associated with fixable damages beyond “Normal Wear and Tear.” With insurance, you will get your full security deposit back with these fixable damages.

It is very hard for us to list everything that is “acceptable” and “not acceptable.” We will set a guideline for:

• What we cover for ALL users (with or without insurance).
• What we DO NOT COVER (even with insurance)

1. What we cover with or without insurance (“normal wear and tear”):

• Dirt, scraping of tires from regular use
• Dirt on foot rest
• Minor stains that can be taken out by our regular cleaning process
• Minor scratches from regular use

2. What we DO NOT cover (even with insurance)

• Stolen or Lost Products and Product Parts
• Permanent damage on any product parts
• Damage and/or stain on the Chassis and/or Canopy
• Damage on product parts that cannot be washed. (Chassis, Canopy, Handle, Belt and Basket)
• Stains that cannot be taken out by our regular cleaning process
• Indented, gouged scratches
• If your child or any other person traveling with you got sick with symptoms of a fever, upset stomach or diarrhea and failed to report to us immediately
• Vomiting or leaking on the stroller

Deposits are a $50 flat fee for each rental stroller collected at the time of order.
This deposit will be REFUNDED after the rental stroller is returned to us in acceptable condition.
Please review “What does my insurance cover?” in the FAQ or Terms and Conditions for more details on what is considered as “acceptable”.

If strollers are returned with damages that are not considered “acceptable”, repair costs will be deducted from your deposit. If this situation occurs, a breakdown of the fees and a detailed explanation will be provided.

In summary, deposits are temporary fees that we keep to secure the condition of our strollers.