Hot search
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?
A:
◆ 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"?
A:
-
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 ne
