If you have any questions about the weight of the package, please re-weigh it with the logistics scale of the courier company (at least accurate to ten digits) and take a video after signing for the package (before unpacking), and contact the customer service for verification. *Due to the possible deviation of the logistics scales of different courier companies, and the possible bad weather during the transportation, the packaging materials may be damaged by moisture during transportation and affect the total weight. If the weight error of your package signing is within 100g, we will regard it as a normal range. *We and each logistics company keep detailed records of the settlement weight, which is the actual weight we charge to members. If you have any questions about this, we can provide the settlement weight record of the logistics company for reference. All packages are handled according to the charging standards of each delivery company. If the error is found to exceed 100g, we can provide the freight calculation certificate of the corresponding logistics company.Please send the photos before unpacking and the weight details at the time of payment to the mailbox, and contact the customer service to apply for a warehouse survey for you.
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.
The delivery time of each route is different. Please make a plan based on the delivery time we provide. You can check the logistics status of the package in My Package. If you have any questions about the delivery, please contact customer service. If there is a problem after delivery, please contact the logistics customer service or local customs.
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!
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