FAQ

Common Question

Q: What can Rakufun do for me?

A: Rakufun specializes in comprehensive services including Japan proxy shopping, product guidance, package forwarding, and consultation. We mainly help customers with Japan online shopping by providing Japan proxy purchasing, a Japanese warehouse address, as well as packaging and international shipping services.

Q: Does Rakufun support multiple languages?

A: Yes. Rakufun currently supports English, Korean, and Indonesian. If you are a user from China, you can download “乐淘一番” instead. We also plan to offer more language versions in the future — stay tuned!

Q: What is the contact information for customer service?

A: You can contact our customer service team through either of the following email addresses: [email protected] or [email protected]. You can also reach out via the live chat feature in the app or on rakufun.com (in the floating window or under your personal account section). Our customer service working hours are Monday to Saturday, from 10:00 AM to 7:00 PM (JST). If you need assistance outside of these hours, we recommend contacting us via email, and our team will respond during working hours in the order received.

Q: What methods can I use to register?

A: You can register using Google, Facebook, or your email. If you register with your Google or Facebook account, please make sure to bind your email address after registration. This will allow us to promptly send you product and package notifications.

Q: Where can I check my social media prizes?

A: You can find it in your "Warehouse", marked with an "R." Click on the details, and it will be labeled as "Gift." You can request consolidation or shipping just like a regular package. (Please note that this package only has 30 days of free storage.)

Q: What is the difference between forwarding and Japan proxy purchasing?

A: Japan proxy purchasing generally refers to purchasing services where you buy items through Rakufun directly, either via the Rakufun app, mall.rakufun.com, or rakufun.com. On the other hand, Forwarding refers to when you make a purchase using your own account on Japanese shopping websites, have the items sent to Rakufun's warehouse address in Japan, and then use our warehouse services (through rakufun.jp) for the subsequent shipping.

Q: What are the differences between the various sites, and how should I choose?

A: Sites like Mercari, Rakuma, JDirectItems Fleamarket mainly focus on second-hand markets. If you don't mind that the products may have been used, you can find good bargains here. Amazon JP and Rakuten are Japan's largest comprehensive shopping platforms where you can find almost any Japanese product. If you're an anime fan, don't miss Surugaya, Animate, Lashinbang, and Aminibus—these sites specialize in anime merchandise, whether it's newly released pre-sale items or rare, vintage collectibles. Magi focuses on trading cards, and Zozotown specializes in fashion brands. Yahoo Japan Auctions is the largest online auction platform in Japan, where individual sellers auction off their second-hand items.

New sites will be continuously added in the future, and if you want to learn more about these platforms, you can check the "Instructions" in your "Acccount". If the site you want to shop from isn't listed above, we also offer the Link2Buy service, where you can simply provide the link, and we can help you purchase from any Japanese store.

Q: Can Rakufun ship cameras?

A: Yes, Rakufun can ship cameras. However, please note that the number of lithium batteries in a single package is limited to two and must be installed inside the device.

Q: Can perfume be shipped?

A: Perfume is classified as a prohibited item for both Japan Post and DHL. Rakufun does not support shipping perfumes.

Q: Can I ship packages within Japan?

A: Rakufun is a forwarding company and only supports shipping to countries outside Japan. We do not support domestic shipping within Japan. Our services are exclusively for destinations outside Japan, so we are unable to serve users within Japan. We appreciate your understanding.

Q: Can Rakufun ship to my country?

A: Rakufun supports shipping to most countries worldwide. If you have any questions, please contact customer service or check the official website of the relevant shipping route.

Q: How long does it usually take to review a shared post?

A: The review of shared posts (Sharing Rewards) typically takes about 5 working days, but the actual completion time may vary. If your post review is not approved, you can contact customer service or reach out to the Rakufun staff on the corresponding social media platform.

Optional Service

Q: How should I choose the photo service?

A: Here are the detailed information of Rakufun's photo service:

Photo Service Tiers and Benefits:
- 200JPY Tier (per package): Provides only 1 panoramic photo of the package contents (may be front or back). You cannot leave special requests, choose specific items to photograph, or photograph the items themselves. This tier is mainly for checking wrong or missing items and confirming package contents. If the seller sends many items, the photo may not clearly show the quantity of each item.
- 300JPY Tier: You cannot leave special requests, but you can choose whether to remove the original packaging to photograph item details.
- 500JPY Tier: You can leave special requests, with up to 10 photos. You can also choose whether to remove the original packaging to photograph item details.
- 1000JPY Tier: You can leave special requests, with up to 30 photos. You can also choose whether to remove the original packaging to photograph item details.
Core Rules for the Photo Service:
- Service Timing: The photo service can only be requested at the time of purchase. After 24 hours of the package being stored in the warehouse, the system will automatically mark the order as “received/closed,” and you will no longer be able to request photo services or raise disputes about the items.
- After-Sales & Confirmation: You must confirm the photos or raise any issues within 24 hours after receiving them. If there are missing or incorrect items or other after-sales needs, do not confirm early. Once the customer confirms the photos, after-sales requests are generally no longer accepted. If you have doubts about the photos, contact customer service to request a re-shoot.
- Special Notes: For unused, unopened new items, you must specify whether it is allowed to open the packaging to take photos.

Q: If there's an issue with the photo service, how do I apply for after-sales service, and what is the process?

◆ Order Processing Flow

Wait for the package to arrive at the warehouse → After arrival, the warehouse provides photos → Confirm the item(s).

If you have any concerns about the item(s), you must apply for after-sales service after receiving the warehouse photos.
When applying, please clearly describe the issue to ensure a swift resolution.

After-Sales Process

Eligible After-Sales Scenarios:
- Counterfeit Item: The received item does not match the seller’s listing (seller claims it is authentic) or official product images.
- Incorrect Item: The received item does not match the item you ordered.
- Missing Item: The actual quantity received is less than the quantity ordered.
- Description Mismatch: The item is authentic but does not match the seller’s description (e.g., listed as unopened but actually opened, listed as new but with scratches or stains).

After-Sales Application Requirements:

When applying, please provide clear comparison images with discrepancies circled, along with a written explanation of the issue.

Counterfeit Item: Warehouse photo vs. seller’s listing image/official product image (if available, provide brand announcement images as well).
Incorrect/Missing Item or Description Mismatch: Warehouse photo vs. seller’s listing image.

After-Sales Handling Process:

Submit an after-sales claim (must be submitted within 12 hours of receiving the warehouse photos).
Review and processing: We will verify the issue as quickly as possible. If it meets the after-sales requirements, we will log the case and communicate with the seller to resolve it (e.g., replacement, refund, or other solutions).
- If the seller cooperates: The case will be handled according to the customer’s request (replacement, refund, etc.).
- If the seller does not cooperate: We will directly contact the relevant authority and maintain communication.
The after-sales specialist will follow up continuously until the case is resolved or special circumstances arise (e.g., the seller proposes an alternative solution, or the authority rejects the claim).
If special circumstances occur, we will contact you again to confirm the next steps.

After-sales specialists are available from 10:00 to 19:00 Japan Time.

Q: What is the difference between "Photo checking service" and "photo service"?

Photo Service: Rakufun's photo service is typically used for after-sales requests. There are four tiers available, and you must choose one at the time of purchase. You can select the service in your personal center.
Photo checking service: This service is used for customers to confirm the condition and details of the product. It is available for 500JPY per option, and can only be selected after the product has arrived at the warehouse. To use this service, you need to contact customer service.

Q: What is secondary operation and secondary unboxing?

A: When a package is in the "pending" status, if you have doubts about the package weight, you can contact customer service to request a secondary operation or secondary unboxing.

Secondary Unboxing (300JPY): This service allows you to remove some of the packing materials or items inside the package without changing the current outer box.
Secondary Operation (500JPY): This service allows you to remove some of the packing materials or items inside the package and change the current shipping box.

Shopping

Q: When will my purchased items be shipped?

A: You can refer to the seller’s stated shipping timeframe on the product page, as the shipping time mainly depends on the seller. If the shipment exceeds the seller’s stated timeframe by more than two days, you can remind the seller on the order details page of the paid item or contact customer service to help follow up.

If the seller still hasn’t shipped within 24 hours after the reminder, you can request to cancel the order. If the seller does not respond within 24 hours of your cancellation request, the order will be automatically canceled. (Example: You placed an order on October 1st, and the seller’s stated shipping period is 1–2 days. You can send a reminder on October 5th. If there’s no result, you can request cancellation on October 6th.)

For sites other than Mercari, you cannot remind the seller to ship on your own. If you encounter a long delay in shipping, please provide the order number and product ID to customer service to follow up.

Q: My item hasn’t shipped yet. Can I cancel the order?

A: Once an order is successfully placed, it cannot be canceled for personal reasons, so please order carefully.

Non-cancellable situations include:

Regretting the purchase immediately after placing the order
Claiming an item is fake even though it matches the product description
Changing your mind before the shipping date
Seller delays without having sent a reminder or follow-up

Q: What should I do if the seller hasn’t shipped? Should I remind them or request a refund?

A: If the seller hasn’t shipped more than 2 days past their stated shipping timeframe, you can submit a shipment reminder in "Order Center" > "Paid", or notify customer service via message/email to follow up.

If the seller does not respond within 24 hours of the reminder, you can request to cancel the order. If the seller still does not respond 24 hours after the cancellation request, the order will be automatically canceled.

Q: Why can’t I view or purchase the item? Is it due to lack of permission?

A: First, determine the reason why the customer cannot view the item. Common reasons include:

1.Cash on Delivery

2.Category is restricted from search

3.Seller has been blacklisted

4.Seller does not support Japan proxy purchasing

5.Keyword filter or block

Q: Can you help refuse a package?

A: Currently, the warehouse does not offer this service.

Q: What is "secured logistics" and what is "unsecured logistics"?

A: Secured Logistics: This service provides a tracking number, allowing you to check the shipment status. If the package is lost or damaged, compensation is available.

Unsecured Logistics: This service does not provide a tracking number, and shipment status cannot be tracked. Deliveries are not made on weekends, and there is no compensation for lost or damaged items.

Q: Can I inquire about product details or negotiate the price?

A: Currently, only Mercari allows you to leave messages on the item detail page, which supports price negotiation and inquiries about the product.

Price Negotiation:

Negotiation is only supported for items priced over 5000JPY. Once a negotiation is successful, the purchase must be made.
During negotiation, you need to specify your desired price and the highest price you're willing to accept. Our staff will then negotiate based on the price you provide. Each item ID can only be negotiated once.
If the negotiation fails, and the seller suggests a reasonable price, the seller’s price will apply. If you’re not satisfied, you can reply to the seller to reconsider.
If the negotiation fails and the seller doesn’t suggest a reasonable price, the negotiation will end, and you cannot negotiate again.

Important Note: Certain keywords indicate that price negotiation is not allowed, such as:

「お値下げ交渉はご遠慮してください」
「お値下げ×」
「激安価格」

Price negotiation involves paying at the highest psychological price first, with the option to use coupons and points. The Japanese customer service will negotiate based on the customer's expected bidding amount. If the seller agrees, the difference will be refunded.

Example: If the customer’s expected price is 15,000 JPY and their highest psychological price is 18,000 JPY, along with using a 300 JPY coupon, the customer will initially pay 18,000 - 300 = 17,700 JPY. Customer service will then negotiate using 15,000 JPY. If successful, the final payment amount for the customer will be 15,000 - 300 = 14,700 JPY.

Q: How can I leave a message to inquire about a product?

A: Before leaving a message, please carefully read the item description, seller's name, and seller profile.

If the seller has clearly stated that certain actions are not allowed, please avoid repeatedly asking about them.
If the seller has already agreed to something, there’s no need to repeat the message to avoid wasting both parties' time.
Be sure to state your questions clearly and completely in the message, to avoid unnecessary back-and-forth communication.
Try to ask all of your questions in one message rather than sending multiple ones.
After placing the order, do not follow up with additional questions about the product. By completing the order, it is assumed that you have understood and accepted the seller's product description and photos. You cannot leave messages asking about the product or make new requests after the order is placed.

Special Restriction: When inquiring about items on the second-hand sites like Mercari, it is currently not possible to upload videos to observe the item condition.

Q: Can I leave additional messages after placing an order?

A: Generally, once the order is successfully placed, it is assumed that you have fully understood the product photos and description, and have no further questions about the product. You cannot inquire about the product or make additional requests after placing the order. Any inquiries or additional requests must be communicated with the seller before placing the order.

Q: What are the common reasons for a purchase failure?

A: Purchase failures are typically caused by reasons such as out of stock, the seller canceling the order, or the sale period ending. If you encounter such a situation during your purchase, you can contact customer service for assistance. In the event of a purchase failure, you can request a refund in your personal center.

Common reasons for purchase failure status include:

(1) Item out of stock.

(2) Seller no longer selling the item.

(3) Changes in item price/specifications.

(4) Purchase limits on the item.

(5) Incorrect domestic shipping cost.

Q: Regarding Manual Purchasing Times for Each Site

A: Currently, among our overseas platforms, automated purchasing is available for Mercari, Rakuma, JDirectItems Auctions, JDirectItems Fleamarket, and Rakuten.

All other sites require manual purchasing. For manually processed overseas sites, orders submitted between 10:00 AM and 7:00 PM Japan Time will be purchased on the same day. Orders placed after this period will be processed on the following business day.

Q: Can packages purchased from external sites be shipped COD (cash on delivery)?

A: For COD packages, please provide your member ID, the COD amount, and complete the payment at least one working day before the package arrives at the warehouse.

The fees you need to pay include: total order amount + 500 JPY COD handling fee + 5% of the total order amount as a service fee. After payment, please notify customer service so the warehouse staff can accept and register your package, avoiding unclaimed or rejected packages! If payment is not completed on time, COD packages will be refused.

Shipping

Q: How should I fill in my address?

A: Go to Account → Settings → Shipping Address. Please note that for DHL shipments, the address must be written in English. If you enter an address in a non-English format and choose DHL as the shipping method, your package may be returned at Japanese customs.

Q: What is the process after a package arrives at the warehouse?

A: Step 1: Registration – When your package arrives at the warehouse, it will first be registered into the system. Step 2: Submit Shipping Request – After registration, you can submit a shipping request for your package. Step 3: Warehouse Processing – Once the warehouse receives your shipping request, they will process any additional services as per your requirements. Step 4: Complete Payment – After Value-added services are completed, you need to make the payment. Step 5: Shipping – Once payment is complete, your package will be shipped according to the rules.

Key Timing Notes:

Registration Time: The registration process is usually completed on the same day the package arrives at the warehouse.
Additional Services: Warehouse processing of additional services typically takes 1-3 business days.
Shipping Time: Based on Japan Standard Time. If payment is made before 11:00 AM, the package will be shipped the same day. Payments made after 11:00 AM will be shipped on the next available shipping day.

Q: Can I purchase items by myself and send the packages to the Rakufun warehouse and use Rakufun for shipping to my country?

A: Yes. Please fill in the warehouse address as follows: Address: 千葉県松戸市稔台5丁目12-1ゲート2 A 102 LYFxxxxxxx 邮编：270-2231, LYFxxxxxxx Postal Code: 270-2231 (Replace LYFxxxxxxx with your own member ID.)

Note: Packages not purchased through Rakufun are eligible for 30 days of free storage after entering the warehouse. If the storage period is exceeded, additional storage fees will apply.

Q: Do I need to notify customer service when my package arrives at the warehouse?

A: No pre-notification is required for package arrivals. We will automatically register your package based on your member ID. The Rakufun forwarding process is as follows:

①shipment from a Japanese shopping site →②Rakufun warehouse →③warehouse receives the package (same day) →④package is registered in the system according to member ID (1–2 days) →⑤email notification sent → ⑥member applies for shipment (if consolidation or other value-added services are requested → consolidation/value-added services completed) → ⑦pay shipping fee → ⑧package shipped.

Q: How long can packages be stored at Rakufun for free?

A: Packages purchased through Rakufun enjoy a 90-day free storage period. Packages from other platforms, leftover items from consolidation, re-stored canceled orders, or items after splitting have a 30-day free storage period. After the free storage period, storage fees will be charged as follows: 30 JPY × overdue days × package weight in kg (if under 1 kg, it will be calculated as 1 kg) until payment is made.

Q: Will packing include cushioning materials?

A: When packing, the warehouse will add appropriate cushioning materials on the top and bottom of the package based on its contents to prevent damage when you unpack it. If you want to further protect your items and reduce the risk of shipping damage, we recommend selecting value-added services such as item reinforcement when submitting your shipment.

Q: I bought items from multiple sites. Can they be shipped together?

A: Yes, they can. Please wait until all your packages arrive at the Rakufun warehouse before applying for consolidated shipping. When you submit the shipping request, we’ll provide an estimated shipping cost for your reference. After the warehouse completes packaging and processing, you’ll receive the final shipping invoice for payment. The two amounts may differ slightly — this is normal, so there’s no need to worry.

Q: Can I ship items purchased from different Rakufun sites together?

A: Yes, if you're using the same account to make purchases on different platforms (such as rakufun.com and the Rakufun app), the items can be shipped together. You can check all your packages in the "Warehouse".

Q: My friend and I both made purchases. Can we combine our packages for shipment?

A: Sorry, Rakufun currently does not support merging packages from different accounts for shipping.

Q: What is the "remaining package"?

A: If your shipping request includes prohibited items or if you’ve selected too many items in a single request, the warehouse staff will separate the prohibited items or oversized items into a new box. This new box will be re-registered in your name. The remaining items will proceed with the regular shipping process.

Q: Why can’t I apply for shipping after my package has been registered into the warehouse?

A: After your package is received, it must be shelved before you can submit a shipping request. The shelving process takes 1-2 working days. Once shelved, you can proceed with the shipping request.

Q: How do I apply for package consolidation and choose a shipping route?

A: In the "Warehouse", select the consolidation option. It will display all the packages currently in the warehouse. After choosing the packages you want to consolidate, you will need to select the delivery address, shipping route, and any additional services required. You will also need to fill in the product declaration information.

Q: How long does the consolidation and value-added service take?

A: The consolidation and other value-added services are usually completed within 3 working days (excluding weekends). Once the process is finished, you will receive an email notification. Please keep an eye out for it.

Q: Why can’t I make a payment after submitting a shipping request?

A: After submitting the shipping request, you need to wait for the warehouse to process your package, including packaging and verification. This value-added service processing typically takes 1-3 business days. Please be patient. Once the processing is completed, your package will enter the "pending payment" status. After you pay for the shipping fee, the warehouse will arrange for shipping, and then you just have to wait for the package to arrive!

Q: In what situations do I need to cancel my order?

A: Core scenarios where you need to cancel an order:

Change in shipping route: If you need to change the shipping route, you will need to cancel the current order.
New package arrival: If a new package (e.g., item D) arrives, but other packages (e.g., Products ABC) have completed value-added services and entered the "pending payment" status, you will need to cancel the order of the "pending payment" package so that the new package can be shipped together with the old ones.

Order Cancellation Rules:

Fees to be paid: Cancellation incurs two fees:
- A 500JPY cancellation service fee.
- The value-added service fee for services already completed on the package (e.g., special reinforcement fee).
Value-added services: After canceling the order, the package will be re-registered into the warehouse. Any previously completed value-added services (such as reinforcement services for Product ABC) will be discarded and cannot be retained. Therefore, the service fees for these services must be paid in advance.
Subsequent actions: After paying the above fees, the canceled package (e.g., Product ABC) will be re-registered as a new package in the warehouse. You can then proceed with further actions, such as applying for shipping with the newly registered package (e.g., Product ID).

Q: What is the difference between "Package separation (averagely)" and "Package separation (accurately)"? What should I choose?

Package separation (averagely): If you want to divide the items in a single package into several packages with similar weight and volume, you can contact customer service to request this. An operational fee of 100JPY will be charged for each package based on the final number of packages. Average splitting does not allow you to specify which items should be placed in which package, and it cannot guarantee that certain items will be placed in a specific package.
- Example: If you have one large package and choose to split it into 3 packages, you will be charged a 300JPY service fee.
Package separation (accurately): To perform precise splitting, please contact customer service in advance or specify the splitting requirements in the remarks section. The warehouse will follow your instructions and split the package into the designated number of packages, with specific items placed in each one. The service fee will be calculated based on the number of packages split.
- Example: If you want one package split into 3 packages with specific contents in each, the service fee will be 300JPY × 3 = 900JPY.

How to choose:

Choose Package separation (averagely) if you don't need specific items in particular packages and just want the total contents divided into evenly sized packages.
Choose Package separation (accurately) if you need certain items in specific packages or want to control the exact distribution of items.

Q: How do I fill out the declaration information? Is there a declaration example?

A: You can refer to the following example for filling out the declaration information:

(The example image shows how to declare 7 standees with a total price of 2444JPY. If there is only one item in the product link, the declaration will be automatically processed, so no example is needed here.)

Q: How should the declared value be filled in? Should it be the original price or the discounted amount?

A: Officially, we must state that the declared amount should reflect the actual value without any misrepresentation to avoid customs inspections and potentially higher taxes. If customs inspects the goods and impose additional duties, we cannot take responsibility. Therefore, it’s important to inform customers that the declared amount must match the actual value, though mentioning the discounted price is generally acceptable.

Q: What should I do if the warehouse weight of my package seems incorrect (too heavy or too light)?

A: If you have any doubts about the recorded weight of your package after it’s checked into the warehouse, please contact customer service before submitting a shipping request to apply for a reweighing service (fee: JPY200).

If the weight difference is greater than 30g, the reweighing fee will be refunded, and the recorded weight will be corrected.

Note: The warehouse weight includes the entire package — such as the seller’s shipping box, envelope, and bubble wrap — not just the item’s net weight.

Q: I received a warehouse arrival notification for a package, but I didn’t purchase anything. What should I do?

A: You can contact customer service to apply for a waybill photo check (fee: 100JPY) to verify whether the recipient information on the shipping label matches yours. If the package is confirmed not to be yours, the 100JPY fee will be refunded to you.

Q: How can I apply to return an item as a forwarding user?

A: We can process returns on your behalf. Before applying, please contact the Japanese merchant directly to obtain return approval, then send your request to [email protected].

Use the email subject: "Package Number + Return"

Please include the following details in your email:

Member ID:
Package number:
Item(s) and quantity to be returned:
Order screenshot:
Whether returning the entire package:
Whether shipping is collect/cash on delivery:
Return address:
Recipient name:
Phone number:
Sender name:

Please also attach:

The order screenshot
Proof of return authorization from the merchant

*Note:

Returns are only accepted to the original shipping address. Other Japanese addresses (e.g., hotels, private addresses such as friends' or relatives' homes) are not accepted.
Packages purchased through Rakufun purchasing service cannot be shipped within Japan.*

(All the above information must be provided. For Amazon Japan returns, please provide the return label/return ID.)

Service fee: 400 JPY per package + domestic shipping cost borne by the customer.

Domestic returns are shipped via Fukuyama Express, Sagawa Express, or Japan Post (carrier chosen at random). Shipping cost is calculated based on volumetric weight.

Your return request will be processed within 5 business days after submission. Please check your email and order status for updates.

For Amazon Japan self-operated items:

You usually need to print a "return label" to attach to the outer box. This label contains the return address, Return ID, and barcode. If available, please screenshot the label and attach it to your email.

For partial returns:

Please first apply for package splitting to separate the items you wish to return from those you wish to keep. Then submit your return request following the instructions above.

Return handling fee: 400 JPY per package. Domestic Japan shipping charges will be calculated separately.

Q: If there is only one item in the package, can it be shipped if its value exceeds 40,000 JPY?

A: Yes. If the package contains only one item, there are no restrictions on volume, actual weight, or value, and it can be shipped.

Q: What is the customs clearance handling fee for high-value items, and why is it necessary to complete the declaration form for items valued over 200,000 JPY?

A: For EMS shipments valued over 200,000 JPY, an export declaration must be submitted to Japan Customs. The package can only proceed with shipping after the declaration is reviewed and approved. Please note that the review process requires some time. Since April 1, 2017, Japan Post has charged a handling fee of 3,200 JPY per package for declarations submitted on behalf.

Q: I purchased a complete set of items. Can I declare them as a set, or must I declare them separately?

A: For items packaged together as a complete set, you may declare them as a "set." We recommend clearly stating the product name to ensure smooth customs clearance. For items that are not packaged as a set, we suggest declaring each item separately.

Q: I couldn’t find the category for my item when making a declaration. What should I do?

A: Please provide a screenshot of the item you need to declare along with its original Japanese name to our customer service. Our staff will contact the warehouse to inform you how to declare it or update the declaration category.

Q: What are the delivery times for Japan Post and DHL routes?

A: Japan Post has three routes: EMS takes about 1 week, AIR takes about 2 weeks, and SEA takes 2–4 months. DHL takes 2–10 days.

Q: What is the difference between DHL and Japan Post routes?

1) Shipping Fees:

DHL calculates fees based on the greater of actual weight or volumetric weight. Volumetric weight (kg) = Length × Width × Height (cm) ÷ 5000. Japan Post calculates fees based on actual weight.

2) Delivery Time Reference:

EMS: about 1 week; AIR: about 2 weeks; SEA: 1–3 months; DHL: 2–10 days. (All estimated times are based on average delivery durations and cannot guarantee arrival within the estimated timeframe.)

Q: What is the typical dispatch time for Japan Post routes?

A: AIR/SEA: If you pay for the package before 16:00 on a working day, Rakufun will ship it on the working day. EMS: If you pay for the package before 16:00 on a business day, Rakufun will dispatch it for you on the next working day.

Q: What is the typical dispatch time for DHL routes?

A: If you pay for the package before 11:00 on a working day, Rakufun will dispatch it for you on the same day.

Note: After the warehouse ships the package, it is handed over to DHL Express, which may cause a time lag. For example, if the warehouse ships your package on Monday, overseas shipping information may not appear until after Tuesday.

Q: Why is the package weight calculated including the weight of the postal shipping labels?

A: When the warehouse processes your Japan Post package, 30g will be automatically added to the package weight for the shipping label. If you have any questions about this, please contact customer service at [email protected].

Q: Can DHL shipments be expedited?

A: For DHL: If you need same-day expedited shipping, you can request it in the Rakufun app or contact customer service. After applying, please ensure that the international shipping fee is paid before 2:00 PM JST to allow same-day dispatch.

Q: Does DHL charge a remote area fee? Why is my shipping fee different from the amount shown at submission?

A: For areas marked as remote on the DHL website, we will charge a remote area fee. The actual shipping fee is based on the amount at the time of payment. If you have any concerns, please contact our online customer service for assistance.

Q: How do I handle B2B commercial customs clearance for DHL routes?

A: For DHL B2B shipments, the package must be sent under a company name, and the recipient should also provide a company name. This route involves commercial duties and import/export qualifications, so please confirm with the customs of the destination country.

If you need to apply for DHL B2B commercial customs clearance, please contact [email protected] for a quote. The shipping fee quote does not include handling fees, value-added service fees, import/export duties, or other customs clearance costs. The warehouse will ship the package as a B2B shipment, and customs clearance must be handled by yourself. If you have no issues with the shipping fee quote, submit the DHL shipment in our system, and while it is in pending payment status, contact customer service to adjust it to the DHL B2B price.

Q: Are there restrictions on prohibited items for Japan Post?

A: Yes. Flammable liquids and solids, explosives, high-pressure gases, and items containing corrosive substances are prohibited on postal routes. For details, please refer to: https://www.rakufun.jp/prohibited-items.html.

Q: Are there differences in customs clearance between different shipping routes?

A: For both Japan Post and DHL routes, customs clearance is handled by the recipient, and any duties or taxes incurred are borne by the recipient. The specific fees may vary depending on the product, the destination country’s policies, and the declared information.

Q: Does Rakufun provide insurance services?

A: Yes. If you choose the EMS or DHL route, we provide insurance services. For EMS shipments with a declared value under 20,000 JPY, Rakufun offers free insurance. For more details, please check: Japan Post EMS Damage Compensation.

For DHL shipments, only the value of the goods insurance is covered(international shipping fees are not insured). You can choose insurance when selecting the shipping route. If 1.2% of the declared item value is less than 2,500 JPY, the insurance fee will be 2,500 JPY. If 1.2% of the declared item value exceeds 2,500 JPY, the insurance fee will be 1.2% of the declared item value.

Q: Can I track my shipment?

A: Yes. You can check the tracking information in the Rakufun app or on our website one day after your package has been shipped. You can also enter your tracking number directly on the Japan Post or DHL website to view the tracking details.

Q: What should I do if my package is returned by customs?

A: If your package is returned, it will be sent back to the Rakufun warehouse. Except for EMS, other shipping methods will incur return shipping fees. You will receive an email notification to pay the order when the package returns to the warehouse. After payment, the package will be re-registered in the warehouse, and you can handle it according to your needs.

Please note: the storage period will restart upon re-entry. The free storage period is 30 days. If relevant fees are not paid within 90 days, the package will be considered abandoned and discarded by the warehouse, and cannot be recovered.

Q: How do I apply for a package return?

A: Before applying for a return, please contact the Japanese seller directly and obtain their consent. Then email [email protected] to submit your request.

Email subject: “Return Request + Shipping Order Number” Email content format:

Member ID:
Warehouse Tracking Number:
Detailed list of items and quantities:
Screenshot of the purchase order:
Full box return? (Yes/No)
Cash on delivery? (Yes/No)
Return address:
Recipient name:
Phone number:
Sender name:

Notes:

①The above informations are all must, for Amazon JP purchases, you must provide the return label with the return ID. Attach a screenshot of the return label in your email if available.

②Only returns to the original shipping address are accepted. Other Japanese addresses (e.g., hotels, friends’ or relatives’ homes) are not accepted.

③Rakufun Global purchase packages cannot be returned to any domestic Japanese address.

Fees:

①Service fee: 400 JPY per package + shipping cost borne by yourself.

②Domestic shipping will use Fukuyama Transporting, Sagawa Express, or Japan Post randomly, and fees are calculated based on volume.

Processing will take up to 5 working days. Please check your email and order status.

Additional instructions:

①For Amazon JP self-fulfilled returns, you usually need to print a return label and attach it to the outer box. The label includes the return address, return ID, and barcode. If available, please attach a screenshot of this label to your email and send it to us.

②Some returns may require separation. Apply for split boxes first, separating return items from non-return items, then submit the return request.

③Domestic shipping fees in Japan are additional and not included in the 400 JPY service fee per package.

Q: What should I do if my package is missing items?

A: Please provide photos or a video of the opened package and report your issue to our customer service email [email protected]. Our customer service will handle it accordingly.

Q: What should I do if my items arrive damaged?

A: Here are the damage compensation rules for each shipping route. Please refer to the following:

EMS Compensation Rules: https://www.leyifan.com/after_sale/3727.html
DHL Compensation Rules: https://www.leyifan.com/announcement/3906.html

Without insurance: Only package loss is covered, not damage. The compensation cap equals the item’s value (usually applies only when the outer packaging is damaged).We recommend recording an unboxing video when receiving your parcel, then contacting Rakufun customer support.
With insurance: For high-value items, we recommend purchasing insurance.
1. If the package is lost: compensation covers shipping cost + full product value. Insurance cost: 0.5% of the declared value for regular items, 0.7% for fragile items.
2. If the outer carton is intact but internal goods are damaged, compensation will not be granted.

Q: Will Rakufun declare the goods under a company name or as an individual seller after receiving my declaration?

A: Rakufun will declare under a company name on your behalf. Please note that shipping an excessive number of packages in the same batch may lead to increased customs duties.

Fees & Payment

Q: I think the prices are too high. What can I do to get a discount?

A: Rakufun offers various promotions throughout the year. We will notify you of upcoming events via banners, social media, and our community groups（WhatsApp and Kakaotalk）. Once an event starts, you can visit the Coupon Center to claim your discount coupons. After claiming, simply select the coupon during checkout, and the price of your products will be significantly reduced! Don’t forget to check Rakufun before major events, as there might also be point activities where you can earn points to directly offset the amount! If you don’t often visit Rakufun, you can follow Rakufun’s social media accounts or join our official community groups, where we regularly announce promotions. Participating in these activities can also earn you discounts!

Q: I don’t have a Japanese bank card. Can I still shop on Rakufun?

A: Yes, you can. Although product prices and shipping fees on Rakufun are displayed in Japanese yen, that doesn’t mean you can’t make a purchase. When you place an order and make payment, the amount will be charged according to your selected payment method. (The exchange rate is determined by your payment provider on the transaction date. For example, if you pay 1,000JPY via credit card on October 1, the charge will be based on that day’s exchange rate plus a 3.9% handling fee. Rakufun also provides a built-in multi-currency estimator for your reference.)

Q: What payment methods does Rakufun currently support?

A: Currently, for overseas users, Rakufun supports credit cards (3.9% fee), PayPal (5% fee), Alipay+, and other localized payment methods such as Gcash, DANA, Tinaba, Touch ‘n Go, Boost, Line Pay, Kakaopay, Naver, etc.

Q: Do I need to top up my account to make a purchase?

A: No, you can purchase it directly using any of the available payment methods. You can also choose to top up your account using these payment methods and then pay with your balance. The balance can be used for both item purchases and shipping fees.

Note: If you encounter any issues with topping up, please contact customer service.

Q: Why do I need to make a second payment?

A: Rakufun currently separates the payment for Japan proxy purchasing services and forwarding services. This is because international shipping fees depend on the weight of your package and the shipping route you choose. We can only provide these details after all operations are completed at the warehouse. You can use the forwarding fee calculator to estimate your international shipping costs in advance.

Q: Is domestic shipping within Japan free for all products? If a product shows a domestic shipping fee, at which step should I pay it?

A: Domestic shipping fees within Japan are determined by the seller or the original shopping sites. If a product has a domestic shipping fee, it will be settled together with the product at the time of purchase. For example, when purchasing a plush toy from the Chiikawa website, if the product price is 1,870 JPY and the domestic shipping fee is 990 JPY, you will need to pay a total of 2,860 JPY in a single order (coupons and points can be used).

Q: Do I need to pay domestic shipping fees in Japan?

A: If your package is purchased through Rakufun, the domestic shipping fee will be indicated on the product page and settled together with the product price at checkout.

Q: How are domestic Japan shipping fees charged for each site?

A: Here are the domestic Japan shipping fee standards for each site:

Tower: ¥220 nationwide. Designated Yu-Pack delivery costs ¥220 + ¥407 service fee. Free shipping for orders over ¥10,000.
GRL: Usually ¥690. Free shipping for orders over ¥3,000. (Currently, this site is offering free shipping, end date unknown.)
Chiikawa: Usually ¥990. Free shipping for orders over ¥11,000. (If part of an order is out of stock, the available items will be purchased as normal if the free shipping threshold is met; otherwise, the entire order will be canceled.)
Square-enix: ¥650. Free shipping for orders over ¥5,500.
Kitamura: ¥550. Free shipping for orders over ¥2,000.
BEAMS: Non-membership pay ¥660. Rakufun provides members-only shipping at ¥330. No free shipping service.
Mandarake: Usually ¥660. Packages with total dimensions exceeding 100 cm cost ¥1,320 or more (there may be cases where items are shipped in boxes larger than 100 cm even if the total item dimensions are under 100 cm).
- Free shipping for orders over ¥11,000 (tax included) using boxes with total dimensions under 100 cm.
- Free shipping for orders over ¥20,000 (tax excluded) using boxes with total dimensions under 140 cm.
- Free shipping for orders over ¥50,000 (tax excluded), shipped in two boxes each under 140 cm.
POINT: ¥600. Free shipping for orders over ¥5,500.
Snkrdunk: ¥330 for card items, ¥990 for non-card items. (From Nov 15 to Dec 15, Rakufun offers free domestic Japan shipping on this site.)
Jumpcs: Shipping is fixed at ¥880, except for special delivery cases.
Sundrug: ¥418. Free shipping for orders over ¥3,122.
Kadokawa: ¥350 for books/magazines, ¥660 for merchandise. An additional ¥510 may apply for oversized packages.
Pattythree: ¥450.
Gamers: ¥700. Free shipping thresholds:
- Books: Orders over ¥4,950.
- Single cards: Orders over ¥4,950.
- Merchandise: Orders over ¥11,000.
- Music (CDs): Orders over ¥14,850.
- Mixed orders (books, single cards, merchandise, and music): Orders over ¥14,850.
Hard OFF: Shipping fees are charged per item. Please refer to the product page for details.
Amnibus: ¥660. Free shipping for orders over ¥11,000.
Lashinbang: ¥600–¥1,000. Free shipping for orders over ¥5,000 from the same store. Items marked "online" are exempt from shipping fees. (Special collaboration with Rakufun.)
Magi: No domestic shipping fees except for cash-on-delivery items. A ¥980 Magi platform handling fee applies to footwear; for non-footwear items, a 3% handling fee is charged based on the item price.
Zozotown: ¥330. Non-ready-to-ship items may incur additional fees (items require separate delivery).
Animate: Rakufun currently only supports home delivery. Domestic shipping is ¥594 (excluding large items). For items marked with free domestic shipping, shipping is automatically waived when the specified threshold is met (e.g., ¥3,300 for books, ¥6,600 for CDs, ¥8,800 for merchandise). Pre-order, in-stock, and back-ordered items are automatically split into separate orders by Animate, and different pre-order items may also be split. As these require separate shipments, additional domestic shipping fees will apply. It is recommended to place separate orders for pre-order items with different release dates.

Q: How is the shipping fee calculated?

For DHL shipping, the shipping fee is calculated based on the greater of the volumetric weight or actual weight.
For other shipping routes, the shipping fee is calculated based on actual weight.

Volumetric weight formula:

Volumetric weight (kg)=Length (cm)×Width (cm)×Height (cm)/5000

The result will be in kilograms (kg).

Below is for reference:

Q: Can the fees for different service stages be separated or waived?

A: No, the international shipping fee is currently charged as a total fee and cannot be split or reduced. The fee must be paid according to the shipping route's rules. If you are unable to accept this charge, we recommend choosing an alternative shipping route.

Q: Is there a handling fee for consolidation? How much is it?

A: ①Orders purchased through Rakufun are exempt from consolidation fees during the public beta period.

②For orders not purchased through Rakufun, consolidation of up to 3 packages is free. For more than 3 packages, starting from the 4th package, an operation fee of 200 JPY per package will be charged. For more than 9 packages, starting from the 10th package, an operation fee of 150 JPY per package will be charged. For more details on value-added services, please visit: https://www.rakufun.jp/usage-fee.html

Q: I’m unable to make a payment.

A: First, please check whether your credit card information is entered correctly. If there are no errors, contact customer service and provide a screenshot of the error page. Our customer serivce will assist you in resolving the issue.

Q: How do I use a coupon?

A: On the "Order Submit" page, click on “Coupons” to view all available coupons. Select the coupon you want and complete the payment to use it successfully. Please pay attention to the coupon’s validity period, minimum spend, applicable sites, and eligible product categories when using it.

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