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: [email protected] 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: [email protected]
The post office will keep your package temporarily. If it is not received for a long time, it will be returned to Japan. If the package is returned by a shipping method other than EMS, a return shipping fee will be incurred, and the return shipping fee and the cost will be borne by the member.
There are usually two situations for return. 1. The package is returned by Japan Post due to prohibited items or exceeding the limit amount, etc. After the package is returned to the warehouse, it will be put into the warehouse as a new package. According to the regulations of Japan Post, the freight you paid will not be returned. 2. It is returned by the customs of the destination country. After the package is returned to the warehouse, it will be put into the warehouse as a new package. Japan Post will not refund the freight, and the return freight will be charged separately. EMS: free return freight. SEA, SAL, and AIR: a certain amount of return freight will be charged, and warehouse will advance it. DHL: You need to submit a return application to DHL. After receiving the notification from DHL, the warehouse will contact the customer service to collect the return freight from you. The DHL return freight may be more than twice the shipping fee.Please be informed. If the warehouse advances the return freight, it will be put into the warehouse as a prohibited package after re-entry. You can contact online customer service for processing solutions.
If you do not select the value-added service and the package is shipped in the original box, and the size and weight of the package do not meet the regulations of the destination country, the package may be returned. In this case, we will inform you by email. Please pay attention to the specific content of the email.
Please make sure to declare truthfully. Including the name of the goods, quantity, price and other related information. Avoid vague terms in the name of the goods. For example, daily necessities, personal items, gifts, tools, daily necessities, etc., these are not allowed. Be sure to fill in the exact name and quantity. Otherwise, you will be responsible for the return and taxes caused by the actual items not being consistent with the declaration. Please fill in the name of the item in the language of the destination when declaring, please do not fill in Japanese. The unit price of the item is filled in Japanese yen. Please note: We will not compensate for taxes and fees generated by false declarations.
The prohibited items on Japan Post and DHL are different. Example: Food is prohibited via DHL, but can be sent via Japan Post. We cannot unpack and transport items that are prohibited from export as marked on the product packaging. If you have purchased prohibited items, we recommend that you change the shipping methods. If both DHL and Japan Post cannot transport the product, please contact the seller to request a return or discard. We will not compensate for this operation.
1.For packages waiting for registration, if they do not have any updates within 10 working days after arrival, we will handle it as a lost package. 2.For the packages that have been applied for delivery and are in "Exceptions Processing" status, which means it contains a suspected lost package. If the suspected package does not have any updates within 10 working days from the date of exceptions processing notice, we will handle it as a lost package. Regarding compensation, please provide a purchase screenshot (including the total amount of the order, the tracking number and the delivery address) and a payment receipt. For packages ordered through Rakufun shopping platform, you do not need to provide those information. We will compensate based on the actual paid price in JPY. Compensation methods are as follows: 1.Account Balance, it takes 1 working day. 2.Paypal: Please provide your registered email address in Paypal, it takes 7-10 working days. 3.Bank transfer from overseas: Only available for JPY. Please provide bank account details in your country that can receive JPY transfers, it takes 7-10 working days. 4.Refund to the Original Payment Method (Only for orders through Rakufun shopping platform): It takes 7-10 working days. We sincerely apologize for any inconvenience caused.Please kindly provide the necessary information to us for compensation. If you have any questions, please feel free to contact our CS team during the working hours. Thank you!
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.
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