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!
When no value-added service is applied 1) When shipping in original box, please apply for shipping normally, then click the submit button 2) On the payment page, you can see the coupon option, just select the coupon you need to use. When applying for value-added service 1) If you need to apply value-added service or consolidation for the package, please apply for delivery first, and there is no option to use coupons on the shipping page; 2) When the value-added service or consolidated shipping is completed, you can see the coupon option on the payment page, just select the coupon you need to use.
Promo codes can be entered at payment and can be used multiple times. Coupons can be used by selecting coupon at payment, and each coupon can only be used once. Please note that only one of the promo code or coupon can be used for each order, and they cannot be used in consolidation. Points can be exchanged for coupons in My Account.
For missing items: Contact customer service and submit some information and images by email to claim. 1. Package Number; 2. Weight of the packages when received; 3. A proof of loss which the local post office issued (the name of the lost products, 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 products(the price needed), declaration information screenshots; 6. The tracking number of the missing products Please send the above information and images to us: support@leyifan.com For damaged items: Contact the customer service and submit the information and images by email to claim. 1. Package number of the damaged products; 2. A damage proof (CN24) which the local post office issued (the name of the damaged products, the quantity and the value must be marked, a seal of the local post office is needed) ; 3. Unboxing Video; 4. Images: photos of the damaged product(s); 6-sided photos of outer packaging box; order information screenshots of the damaged products( the price needed), declaration information screenshots; 5. The tracking number of the damaged product(s). Please send the above information and images to us: support@leyifan.com
If you have questions about the actual weight/volume weight of the package, please contact customer service to apply for a second unboxing (Japan Post)/Package size measurement service (DHL). If the error of the re-weighing is within the normal range, we will not refund the service fee. If the re-measured data has errors and causes your freight to increase, we will refund the fee to your account balance.
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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