For missing items: Contact us and submit some information and images by email to begin the claims process.1. Package No.;2. Weighing photo of the packages when received (kg/lb);3. A proof of loss which the local post office issued ( the name of the lost merchandises, the quantity and the value must be marked, a seal of the local post office is needed) ;4. Unboxing Video;5. Images: order information screenshots of the lost items( the purchase price needed), Customs declaration information screenshots;6. The tracking No. of the missing purchase from Japanese shopsPlease send the above informations and images to us: service@rakufun.com For damaged items: Contact us and submit some informations and images by email to begin the claim process.1. Package No. of the damaged packages;2. A damage proof (CN24) which the local post office issued ( the name of the damaged merchandises, the quantities and the value must be marked, a seal of the local post office is needed) ;3. Unboxing Video;4. Images: photos of the damaged item(s); 6-sided photos of outer packaging box; order information screenshots of the damaged items( the purchase price needed), customs declaration information screenshots;5. The tracking No. of the damaged item(s) purchased from Japanese shops.Please send the above informations and images to us: service@rakufun.com
Box separation (averagely): The warehouse will pack items with similar volumes and weights. We cannot guarantee whether the quantity and weight of the items in the packing packages are separated. We only provide a packing picture. Box separation (accurately): You can indicate your packing requirements in the remarks, and the warehouse will pack items according to your requirements. For example: you specify to take out a whole stand in the box, and the items taken out will be put into a new package and re-entered the warehouse.
Secondary unboxing service: applicable when you do not need to change cartons, but only need to verify weight or remove some items to reduce weight, etc. Secondary operation service: includes the cost of new cartons, applicable when you need to replace new cartons. For example, if you apply for DHL delivery, you need to replace the new carton after taking out the items to reduce the volume and weight.
Due to Japan Post's regulations, a package can only contain two devices with lithium battery packs, and the lithium battery pack must be installed in the machine. If you need lithium battery installation service, please check the corresponding option service Please note: 1) Since the charging compartment and two headphones of Bluetooth headsets each contain a lithium battery device, you need to apply for package separation (accurately) service before applying for delivery 2) Regarding gaming devices, please carefully check whether the product details contain lithium battery devices
We only provide a return service to the original seller and merchants. Please make sure you are returning a full box. If not a full box, please request a package separation service first and provide the following information. (We DO NOT accept forwarding service to any domestic addresses, such as hotel, private address etc) 1. Your member ID: 2. Package number: 3. Specific item and quantity details: E.g screenshot of your order 4. A full box return? Yes or no 5. Shipping fee on delivery? 6. Return Address: 7. Name of recipient: 8. Contact number: 9. Sender's Name: Proof of permission by the recipient. Return service handling fee is 400JPY/package + domestic shipping fee/ package (Service charge: 400 yen per package + shipping cost at customer's expense) We will process your order within 5 working days after submission. Please check your email for the package status, thank you. For partial returns, please apply for package separation first, separate the returned and non-returned items, and then apply for a return according to the above return method. Return handling fee is 400 yen/package, and domestic shipping costs in Japan are calculated separately.
If you want to apply for special reinforcement methods not specified on the official website, please contact customer service by email and indicate the items you want to be reinforced, and write down the specific reinforcement operation (it is best to attach the operation picture). Customer service will contact the warehouse and give you feedback as soon as possible if there are any questions.After the warehouse staff confirms the specific amount of special reinforcement, customer service will confirm the specific amount of the special reinforcement with you by email. If you can accept it, this amount will be shown in your shipping fee after the reinforcement is completed. Please note: We hope that you will explain the specific operations of all reinforcement requirement clearly. If the warehouse operation is different from the operation you want due to misunderstanding, but the product itself is not damaged, we will not compensate. Thank you for your understanding.
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