FAQｌ[Rakuten Global Express] Rakuten's Official International Shipping (Forwarding) Service

FAQ

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"국내 배송" 66 search results

Ｑ： Is it possible to have items in care forwarded domestically?

Ａ： For products that are in "Pending Items" due to being contraband, etc., users may complete forwarding procedures from their Mypage. Mypage > View Items > Pending Items > Enter / Confirm > follow form instructions and enter your information For all other items that are not prohibited, please prepare the following and contact Customer Support.- Domestic forwarding address- Name of recipient- Phone number- If the address is a hotel, please also inform us of your lodging datesFurther, please note that domestic forwarding comes with an additional 1,000JPY fee that is separate from standard shipping charges.

Ｑ： I am unable to proceed with shipping instructions for the country or region I want to deliver to because the desired shipping service (Super Express, Standard Express, Economy Air, Surface) is temporarily suspended.

Ａ： We apologize for the inconvenience.If ship method has been suspended, please let us know whether you would like to forward the package to an address in Japan, or if you would like to them discarded.We will inform you of the restoration of our services in the notifications section.

Ｑ： Is any tariff levied? If so, how much?

Ａ： The customhouse in the destination country and region will decide whether or not it will levy custom duties. Rakuten Global Express cannot answer your question.

Ｑ： I want to change the shipping information of a package after requesting for shipping, I want to cancel a shipping procedure, or I moved during the shipping.

Ａ： If you have completed the shipping request (payment completed), as a general rule, changes in shipping information and shipping cancellations are not accepted.If you are facing circumstances that cannot be helped such as having moved during shipping, please contact customer support.

Ｑ： If I use Auto ship, can I pay shipping fee with Rakuten Points?

Ａ： Rakuten points and shipping coupons cannot be used when your shipping mode is set to [Auto Ship]. If you want to use points or coupons when paying for shipping, please set your shipping mode to [Manual ship].

Ｑ： Is consumption tax imposed on my payment to Rakuten Global Express?

Ａ： Consumption tax in Japan is not imposed.

Ｑ： I do not know the size limit for large/heavy items.

Ａ： International shipping fees vary depending on the country and shipping method. For details, please refer to the Pricing page.For domestic delivery in Japan, it depends on the delivery company you use. Please check the website of each company.

Ｑ： Will there additional fees such as packing costs, etc., in addition to the shipping fee?

Ａ： The following items are included in the shipping fee or any additional charges.【Included in shipping fee】The shipping charges that you pay include international shipping costs, packing materials, packing expenses, and invoice issuance fees.【Other additional charges】・Irregular package fee will be charged for packing for long, thin or flat item sucha as gold clubs or interior materials that are difficult to pack in regular-sized boxes. For packing options service fee, please check details on Packing options.・If you prefer to have more solid packing for fragile items or you would like to have priority option in a hurry, you can select packing options service. For packing options service fee, please check details on Packing options.・If irregular correspondence occurs, additional costs will be charged. Please check Other Fees for details.・Due to the postal policies of some countries or regions, the post office may charge you a local delivery fee after the goods arrive in the destination country. In this case, the local delivery fee will be borne by the customer, please understand and cooperate.For details, please contact the post office of your country or region.

Ｑ： What happens if the item I sent to Rakuten Global Express is a prohibited item?

Ａ： You can request a domestic transfer, return it to the store, or dispose of it.If the item has already arrived at the warehouse and is in your "Pending Items" list, you can make the request from Mypage by filling in the form and submit.Please note that a domestic shipping and handling fee of ¥1,000 will be charged for domestic transfers and returns to stores.What is Restricted & Prohibited Items?

Ｑ： Can I choose a delivery service provider?

Ａ： No. You can choose either of Super Express, Standard Express, Economy Air or Surface as your delivery method.Please note that you cannot designate other delivery companies, and we can not handover your items to any other delivery companies arranged by you.

Ｑ： Can I send refrigerated/frozen items?

Ａ： Rakuten Global Express does not provide delivery for refrigerated/frozen items. Please note that even if a refrigerated/frozen item is delivered domestically to the warehouse, it will be stored and shipped at room temperature.

Ｑ： The product I purchased cannot be sent to the destination country or region. What should I do?

Ａ： You can request a domestic transfer, return it to the store, or dispose of it.If the item has already arrived at the warehouse and is in your "Pending Items" list, you can make the request from Mypage by filling in the form and submit.For other products, please contact Customer Support with the product name and order number.Please note that a domestic shipping and handling fee of ¥1,000 will be charged for domestic transfers and returns to stores.

Ｑ： Will you tell me about what I should do to seek damages?

Ａ： [If your parcel is damaged] Please store it in the state in which it was delivered and take photographs of the exterior of the damaged box + areas where the product has been damaged.Please inform the delivery company (international post, etc.) that your parcel has been damaged.Please obtain a damage report from the delivery company.[If your parcel is lost] Please inform the delivery company of your parcel's tracking number and check its status.Please contact Rakuten Global Express's customer support. We will check the status with the delivery company in Japan in your location.*We require a damage report from the delivery company. Please send it to us.↓If it has been deemed that you should be compensated, Rakuten Global Express will give you Rakuten points equivalent to the amount of compensation in yen.*If you have an account in Japan that accepts domestic bank transfers, a bank transfer is possible instead.Points to note・Please note that problems regarding the scheduled date of delivery are not eligible for compensation.・If one box contains both the products purchased at Rakuten and the products purchased other EC sites, regarding the products purchased at Rakuten and shipping fees,Rakuten's Customer Protection service and the delivery company's compensation service will be applied. As for the products purchased other EC sites, only the delivery company's compensation service will be applied.

Ｑ： What should I do if I am unsure whether the product I want to send is a product that cannot be sent?

Ａ： Please see the Products that cannot be delivered overseas page.　If you are unsure after reading the above, please contactRakuten Global Express customer support. We will advise you based on the information provided.

Ｑ： I would like to estimate overseas shipping cost for my items that have not arrived yet.

Ａ： As we cannot correctly measure the weight, we cannot estimate the overseas shipping cost for your items that have not yet arrived at the Rakuten Global Express warehouse. You can roughly calculate your overseas shipping cost here . Ask your sales outlet for your item’s size or weight information.

Ｑ： During a shipping cost discount campaign, can I put together a campaign item and other items not covered by the campaign in a single package?

Ａ： A shipping cost discount might not be applicable in some cases. As each campaign has its own rules, check the campaign page or contact our customer support.

Ｑ： Can I set the shipping mode and shipping fee limit when auto-shipping is selected?

Ａ： When auto-shipping is set, you can choose your favorite service for shipping mode (Super Express, Standard Express, Economy air, surface), and the maximum charge (10,000, 30,000, 50,000 or 100,000 yen) per delivery (incl. shipping fee and GST/VAT tax).

Ｑ： What do I need to pay attention to when I send high-priced items (priced over ¥200,000)?

Ａ： In cases where one package contains an item(s) priced over ¥200,000, please be aware of the below conditions.(Please note that certain shipping destination countries and/or methods of shipping may not be possible)- In the event a customs power of attorney is required, handling fees will be charged.- Please submit necessary customs information (ingredients, specifications, country of origin etc.) and documentation (certificate of origin/SDS etc.) - Depending on the regulations and costs in the destination country, private importation may not be permitted, and general trade customs tariffs may apply. Customs clearance may also not be possible.(For more information, see the Available Countries/Regions page.)

Ｑ： What should I do if I would like a receipt?

Ａ： [If you require a receipt for international shipping fees, Goods and Services Tax (GST), or Value-Added Tax (VAT)]Please select the shipment for which you want to issue a receipt from the shipping history in My Page, and press the “Issue Receipts” button.※ Please note that we cannot accept requests for specific receipt formats.[If you require a receipt for domestic shipping fees or other charges not mentioned above]Please prepare the recipient and any necessary details and contact customer support.※ The receipt format will be in “English”.※ The recipient and description can be provided in “English” or “Japanese”.※ Only one receipt can be issued per transaction.

Ｑ： Can I select "small packet" as my delivery method?

Ａ： With Rakuten Global Express, you can choose from 4 shipping options: “Super Express”, “Standard Express”, “Economy Air”, “Surface”. (Some of these options are not available in certain countries or regions). There are no other shipping options available. Thank you for your understanding.

Ｑ： Can I select options other than Super Express, Standard Express, Economy Air or Surface for delivery?

Ａ： You can choose either of Super Express, Standard Express, Economy Air or Surface as your delivery method. Please note that you cannot designate other delivery options.

Ｑ： Do you have any customs-free delivery option?

Ａ： The customhouse in the destination country and region will decide whether or not it will levy custom duties. Rakuten Global Express cannot answer your question.

Ｑ： I would like to return an item registered in the "My page" section. What should I do?

Ａ： Directly consult with your sales outlet and then contact our customer support. If you send it back to the sales outlet, we will charge you the cost of return shipping and a domestic forwarding fee. For more information, visit our fee page.

Ｑ： I would like to estimate overseas shipping cost for my items that have already arrived.

Ａ： Please contact our customer support. You can also roughly calculate your overseas shipping cost here.

Ｑ： Can I register several shipping addresses?

Ａ： You can change them in the "Address book" section in the "My page" area.

Ｑ： I would like to send an unregistered small packet.

Ａ： You can choose either of Super Express, Standard Express, Economy Air or Surface as your delivery method. Please note that you cannot designate other delivery options.

Ｑ： Do you automatically discount the shipping cost during a campaign?

Ａ： As each campaign has its own rules, check the campaign page or contact our customer support.

Ｑ： The tracking information says the parcel is being returned. What should I do?

Ａ： Please contact using the appropriate link below based on the service used, and confirm whether the shipment can be received by presenting the invoice or paying import duty. dispatch note or by paying the required customs duties. If you require an invoice, please contact our customer support. 【Super Express】DHL: https://www.dhl.com/global-en/home/location-selector.htmlFedEx: https://www.fedex.com/global/choose-location.html【Standard Express】Mail (EMS) : https://www.post.japanpost.jp/int/ems/delivery/link.html【Economy Air】ECMS : https://www.global.ecmsglobal.com/contact-usPostal Service(Small Packets Airmail・Economy Air SAL) : https://www.post.japanpost.jp/int/ems/delivery/link.htmlSF Express:https://www.sf-international.com/jp/en/Service-Supervision-Hotlines/index.html【Surface】Postal Service(Small Packets Surface mail) : https://www.post.japanpost.jp/int/ems/delivery/link.htmlIf the return procedures have already been completed, please wait for us to contact you once we received your returned parcel. Please note that if any return shipping charges or customs duties happens, you will be required pay for these charges.*International shipping charges may be refunded, depending on the results of the investigation request.

Ｑ： How do I change the card I have registered for auto-shipping?

Ａ： Your credit card for shipping charges and your credit card for taxes (GST, VAT) can both be changed via the “Personal Settings” section on “My Page”.

Ｑ： I have checked my tracking number. My parcel has stopped at the sender’s country and region.

Ａ： Usually it takes a long time to pass customs when they check your parcel content for a long time or because cargo gets congested at the customhouse. Rakuten Global Express does not know actual situations. Wait for notification from the customhouse.

Ｑ： Can I send mobile batteries overseas?

Ａ： Overseas shipping is not available. With regards to regulations on products including lithium ion batteries, please consult the page about items that cannot be shipped overseas, as well as the guide for the applicable country or region.

Ｑ： How much is the maximum indemnity amount?

Ａ： The amount of compensation will vary depending on the destination country or region, whether it is purchased at Rakuten or not, and the chosen method of delivery. visit the Customer Protection Plan page for more information.

Ｑ： Can you send any product with lithium ion batteries (such as mobile phones, laptop computers or digital cameras)?

Ａ： The regulations for shipping vary by country, region, and shipping method. For details, please consult the guide for the applicable country or region.

Ｑ： What should I do to add or change a shipping address?

Ａ： You can add or change it in the My page of Rakuten Global Express.

Ｑ： Can I send XX to Country YY?

Ａ： We cannot deliver certain items to some destination countries and regions. See the country and region guide.

Ｑ： I cannot find my country or region in registration page.

Ａ： Rakuten Global Express service is provided to limited countries and regions where shipping is available.Please check countries and regions where shipping is available for the details.

Ｑ： I live in Japan. Can I send a gift to my acquaintance living overseas?

Ａ： You can do that. However, be careful because the gift recipient will need his/her identity verification. Some destination nations might have restrictions, such as applicable rules on prohibited goods. Check the destination country and region in advance.

Ｑ： Would you tell me about the prohibited items of each country and region?

Ａ： We cannot deliver certain items to some destination countries and region. See the country and region guide.

Ｑ： Can you track the status of my parcel, or provide support when I could not receive my parcel?

Ａ： At Rakuten Global Express, we ask that customers be responsible for tracking the status of their parcels and receiving them. For more details, please refer to Article 2, Clause 3 and Article 14, Clause 6 of the terms and conditionsPlease check the tracking information on the websites of the shipping company and your local post office. The tracking information might be updated with a delay sometimes.

Ｑ： Will you tell me about applicable charges, such as fees, delivery cost and insurance premiums?

Ａ： For more information, visit our feepage.

Ｑ： Can I send a package to Rakuten Global Express if it does not have a tracking number?

Ａ： We will accept parcels without a tracking number, such as express mail services, but we recommend delivery services with a tracking number.

Ｑ： What kind of packages can I send?

Ａ： Rakuten Global Express provides delivery services for the items purchased in E-commerce sites in Japan. Be aware that we cannot deliver certain items to some destination countries.

Ｑ： How do I pay Goods and Services Tax (GST) or Value Added Tax (VAT)?

Ａ： [Manual Ship]Goods and Services Tax (GST) or Value Added Tax (VAT) can be paid at the same time as the shipping fees on My Page.After selecting Shipping Mode, please pay the shipping fees in STEP 1, then pay the Goods and Services Tax (GST) or Value Added Tax (VAT) in STEP 2.Please note that shipping will be put on hold if you do not complete payment of both shipping fees and these taxes.[Auto ship]Please go to the “Personal Settings” section on “My Page” and enter your preferred card for tax payments beforehand.If registered, payment will be made for Goods and Services Tax (GST) or Value Added Tax (VAT) along with the shipping fees. If not registered, please note that the payment will not be completed and the shipment will be held.Please see this page for details on which countries/shipments are eligible for payment on Rakuten Global Express, as well as information on surcharges, etc.

Ｑ： How to use shipping coupons?

Ａ： 1. Acquire a coupon during the valid period2. Proceed with the packing and sending process on My Page3. Choose the coupon during checkout4. Confirm the shipping charge after applying the coupon5. Finalize the paymentTo read more about how to use coupons, please check out this page.

Ｑ： Can I ship products purchased from online stores other than Rakuten via Rakuten Global Express?

Ａ： Items purchased from online stores other than Rakuten or real stores in Japan can also be shipped.Popular Online StoresPlease note that parcels from C to C services and individuals cannot be shipped.Examples: Rakuma, Yahoo! Auction, Mercari, family, friends, etc.

Ｑ： Can I pay the Goods and Services Tax (GST) and Value-Added Tax (VAT) for auto-shipping?

Ａ： Yes, you can.Please go to the “Personal Settings” section on “My Page” and enter your preferred card for tax payments beforehand.If registered, payment will be made for Goods and Services Tax (GST) or Value Added Tax (VAT) along with the shipping fees. If not registered, please note that the payment will not be completed and the shipment will be held.

Ｑ： Is it possible to deliver an order from online shop or real store to Rakuten Global Express?

Ａ： Please ask the relevant seller whether they can deliver it to Rakuten Global Express.If you have already made a purchase on the Rakuten website and did not get a reply from the seller, please contact Rakuten Ichiba customer support center for assistance.*Support is only in Japanese

Ｑ： What is the “address for shopping”?

Ａ： Address for shopping is your exclusive warehouse address issued to customer who have registered with Rakuten Global Express.When shopping at online shops or offline stores, please fill in your the address in the “Shipping address” field.Packages will be delivered to the warehouse based on the customer code (3 alphanumeric characters + 5-6 digits number).If the customer code is not filled in or the recipient information does not match with customer code information, the package cannot be registered as the customer's package. Please make sure to fill in accurate information.Also please see the below for other FAQ regarding address for shopping.How can I use my Rakuten Global Express “address for shopping” on shopping websites?When shopping, do I have to completely fill in Address for Shopping?Can I use the “address for shopping” for purposes other than placing orders?

Ｑ： Are there anything I should be careful about when shipping pearls to the United States?

Ａ： When using Super Express, additional information may be required when import.If additional information is requested, please contact your local customs office or shipping company with the information below.【Required information】・Scientific name of pearl・Cultivated or natural・Manufacturer information (manufacturer name and address)

Ｑ： Are there any limits on size or weight?

Ａ： Limits on size and weight vary depending on the country you ship from and the mode of shipment (Super Express, Standard Express, Economy Air, Surface).Please see the shipping fee table or Pricing Calculator to check whether or not your cargo can be shipped.

Ｑ： My item still hasn’t passed customs. What should I do?

Ｑ： I coundn't make packing request for the items in Pending Items List, why?

Ａ： This is because your Identity Verification procedure has not been completed or it is a prohibited item. Please check on Mypage and proceed with the required procedure.Examples of documents for Identity VerificationWhat is Restricted & Prohibited Items?What happens if the item I sent to Rakuten Global Express is a prohibited item?

Ｑ： How can I use my Rakuten Global Express “address for shopping” on shopping websites?

Ａ： Please set your shipping address on the site to the “address for shopping” you received when registering for Rakuten Global Express. You can check your “address for shopping” on your My Page.【Purchases made on Rakuten Ichiba and Rakuten Books】After receiving an address for shopping when registering for Rakuten Global Express, you can press the “Add it now” button to quickly add it to your list of shipping addresses on your Rakuten account. You can check how to make purchases here.【Items purchased from online shopping sites other than Rakuten Ichiba and Rakuten Books or real store in Japan】When making your purchase, please set your shipping address on the site to the “address for shopping” you received through Rakuten Global Express. AmazonYahoo ShoppingZOZO Town

Ｑ： What should I do if customs requests proof of the value of items?

Ａ： The customs office in Japan or the country/region of delivery may request proof of the price of the contents at the time of customs clearance.Please obtain a receipt or statement from the place where you purchased from, which you can confirm the item value, and then contact the customs office or delivery company.[Items purchased from Rakuten Ichiba and Rakuten Books]You may issue from Purchase history > Order details for the item > Receipt and Invoice.For details, please check on FAQ page about Rakuten Ichiba receipts and invoice.About receipts and invoices (Rakuten Ichiba): https://ichiba.faq.rakuten.net/detail/000006734[Items purchased from online shopping sites other than Rakuten Ichiba and Rakuten Books or real store in Japan]Please contact the store where you purchased the items.■Notes・ Credit card or Paypal statement may not be sufficient proof. Please submit a receipt or invoice from when you purchased the items.・If the receipt or statement is in Japanese, please attach an explanation in the language of the destination country or region for smoother customs clearance.

Ｑ： Can I use the “address for shopping” for purposes other than placing orders?

Ａ： Please refrain from using the “shopping address” for any other purpose than forwarding your purchased items. Please be warned that anything other than purchased items that have arrived addressed to the customer may be disposed of. For details, please see article 4 item 4 of our Terms and Conditions.

Ｑ： Even though I already paid Goods and Service Tax (GST) or Value Added Tax (VAT) to Rakuten Global Express, I was asked to pay it again during import declaration or delivery of the goods. What should I do?

Ａ： If you already paid the Goods and Services Tax (GST) to Rakuten Global Express, but the delivery company re-invoices you upon import declaration or arrival of the items, we will refund the amount via payment method you used (credit card, etc.), cash transfer to your Japanese bank account, or refund by Rakuten points (time limited points).The shipping history page with the receipt you paid to the logistics company, and click “In case of duplicate payment of Goods and Services Tax (GST) ”or “Value Added Tax (VAT)” to contact us.*Refunds are only available in cases where Rakuten Global Express collects Goods and Services Tax (GST) and Value Added Tax (VAT) on the customer's behalf in advance. Please click here for a list of eligible countries.*The image above is an example of Goods and Services Tax (GST).

Ｑ： How should I measure the package size?

Ａ： The package size restrictions differ by originating country and shipping mode (Super Express, Standard Express, Economy Air, Surface), so please check the package size shown in the shipping charges table and Pricing Calculator in advance.See below for how to view the package size.Max. Length: Length (A) must not exceed the listed sizeMax. Length + Height + Width: The sum of Length (A) + Height (B) + Width (C) must not exceed the listed size.Max. Length+Girth: The sum of Length (A) + Perimeter (D) must not exceed the listed size.

Ｑ： What is a PCC number that is required for Economy Air shipments to Republic of Korea?

Ａ： PCC stands for Personal Customs Code, which is required for import customs clearance in Republic of Korea.Rakuten Global Express requests customers shipping to Republic of Korea via Economy Air (ECMS) to complete the registration procedures for a PCC number in each shipment.For customers who do NOT have a PCC number:Customers who have not yet obtained a PCC number are kindly requested to obtain one in advance via the Korea Customs Service website as follows:1. Access the Korea Customs Service website. https://unipass.customs.go.kr/csp/persIndex.do2. Complete the identity verification procedure.3. Enter your name, resident registration number, and cell phone number on the PCC issuance application screen.4. Complete the PCC number issuance process.5. Proceed to “For customers who already have a PCC number”.For customers who already have a PCC number:After requesting shipment of your package, you will receive guidance on the PCC number registration procedure to the phone number listed in the shipping information, or to your linked e-mail address or KakaoTalk account.Once you have received the notification, please follow the instructions to complete the registration procedure.Important:- The PCC registration guidance will be sent to you via our local agent in South Korea (Lotte Global Logistics).- Please be aware that if you have not registered your PCC number, the export process from Japan may be stopped. - The PCC number must match the recipient information at the time of shipment.- If you are a non-South Korean citizen, you may submit your passport number instead of the PCC number.

Ｑ： Are there any procedures required when importing glasses or sunglasses into the United States?

Ａ： If using Super Express (FedEx), you may be asked to submit a DROP BALL TEST CERTIFICATE.Please fill in the following necessary information and submit it to the local customs or shipping company.You can download the document templates here.

Ｑ： Can I designate the date when my item arrives at the warehouse?

Ａ： You may choose the date and time of delivery if the store allows.However, depending on the operational status of Rakuten Global Express warehouses, the date and time of delivery may be slightly earlier or later than your request.*We do not process goods delivered to us on days and during hours when our warehouses are closed, such as Saturdays, Sundays, and public holidays. They will be processed automatically on the next day we are open, so you will not have to arrange for redelivery.

Ｑ： Are there anything I should be careful about when shipping chemicals products to the United States?

Ａ： In the United States, the import of chemical products* is regulated by the Toxic Substances Control Act (TSCA).When using Super Express, you may be required to submit a TSCA form.Please fill out the form and submit it to the local customs office or delivery company.You can download the TSCA form template here.*Example of chemical products:・Liquid (drinking water is not included, but water for research purposes is included in this definition)・Ink (including ballpoint pens, felt-tip pens, fountain pens, and markers)・Toner, paint, lacquer, wax

Ｑ： Tracking information for my item being shipped via the Super Express, Standard Express, Economy Air, or Surface options is not updating. Is there anything that can be done about this?

Ａ： 1. If tracking information ends in JapanThe item is either en route or waiting to be loaded on to an airplane or boat. Please wait a while longer. 2. The item has arrived in the destination but has stoppedPlease check the link below to inquire about the status.If using postal delivery, please request a copy of the shipping invoice from customer support, and take that copy to your local post office.【Super Express】DHL: https://www.dhl.com/global-en/home/location-selector.htmlFedEx: https://www.fedex.com/global/choose-location.html【Standard Express】Mail (EMS) : https://www.post.japanpost.jp/int/ems/delivery/link.html【Economy Air】ECMS : https://www.global.ecmsglobal.com/contact-usPostal Service(Small Packets Airmail・Economy Air SAL) : https://www.post.japanpost.jp/int/ems/delivery/link.htmlSF Express: https://www.sf-international.com/jp/en/dynamic_function/waybill/【Surface】Postal Service(Small Packets Surface mail) : https://www.post.japanpost.jp/int/ems/delivery/link.htmlIf these steps do not solve the problem, please check the shipment number (tracking number), and contact customer support.After checking with the shipping company and understanding the situation, we will be in touch about possible responses.

Ｑ： Do you charge me a storage fee if I keep my item at the Rakuten Global Express warehouse?

Ａ： As a general rule, we can keep your item for a month for free. If there is no instruction to ship an item that we keep for over one month, we will discard your item and charge an applicable fee. Please give us your instructions as early as possible

Ｑ： I want to change my shipping address or recipient name.

Ａ： The rule of changing shipping address and recipient name differs depending on the identity verification method you chose after registration.【Identity verification using documents】1. If you haven't submitted any identity verification documents:You can change your current address or name.Please make changes from My Page below.https://secure.globalexpress.rakuten.co.jp/mypage/profile/cid/2. If you have submitted identity documents and are undergoing verification procedures:The registered current address or name cannot be changed.If you need to correct the information due to input errors when registering an account, please contact our customer support.3. If you have completed the identity verification, BUT haven't completed the first shipment:The first shipment can only be sent to the verified address and name.If you need to correct the information due to input errors when registering an account, please contact our customer support.4. If you have completed the identity verification AND completed the first shipment:After completing the first shipment, you can add new shipping addresses and recipient names in the address book.【Identity verification using facial recognition】You can add new shipping addresses and recipient names in the address book.

Ｑ： What is Rakuten Worry-free Shopping Service?

Ａ： This service will solve a problem that you might face after buying an item at Rakuten Ichiba. We examine your condition for indemnity. Delivery service might not be covered with this service. We would be grateful if you could cooperate with us. For more information, visit the Customer Protection page.

Ｑ： What is the pre-registration of package information?

Ａ： [Items purchased from Rakuten Ichiba and Rakuten Books]Customers do not need to pre-register, as they are automatically registered via My Page. [Items purchased from online shopping sites other than Rakuten Ichiba and Rakuten Books or real store in Japan]Pre-registration on My Page is required. Please follow the instructions to enter the information accurately. Information that needs to be inputted: - The online shopping site or real store's name- The package tracking number (optional)- The product's name- The number of items- The total costRegistration method:Mypage > Awaiting Packaging Request > Pre-register your purchased item(s) *Excluding RakutenPlease enter the above information as part of a new registration and click on the "Register" button.Items can be added by clicking on "Add line."*As a general rule, please make a separate registration for each package (having the same package tracking number). Please input separate registration information for packages divided or sent separately, even if they were purchased from the same online shopping site. Deletion method:If you make a mistake while registering your package, go to: Pre-registered package > Edit > Delete and click on the "Update" button.

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