FAQ

I want to change my shipping address or recipient name.

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.

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