Rakuten's Official Overseas Delivery Service

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Customer Protection Plan

About products purchased at Rakuten

In addition to reimbursement offered by the shipping company, you can also apply for the reimbursement service of Rakuten, Rakuten's Customer Protection service.

Eligible for reimbursement

Items lost in transit

Damaged items
* Please obtain a copy of a damage report from the shipping company.

Defective items or items that differ significantly from their descriptions on the product page

Counterfeit items of an authentic brand/product (where copyright infringement is involved)

Reimbursement by Rakuten's Customer Protection service

This reimbursement service is free!

The cost of the item will be reimbursed up to a maximum of 300,000 yen

* If the item is only partially damaged, the shipping fee will not be reimbursed.
* If the item cost exceeds the maximum limit of 300,000 yen stipulated by Rakuten's Customer Protection service, the item will be eligible for reimbursement from the shipping company (maximum amount of 2 million yen).

Compensation for counterfeit goods is applicable to more than 1,000 brands

Please contact Rakuten Global Express within 90 days of the day following the day that you placed your order.

After verifying that your claim meets the reimbursement conditions, we will reimburse the cost of the item in points up to a maximum of 300,000 yen (tax included).
* If you have a bank account in Japan, we can also reimburse you in cash via bank transfer.

For further details, please refer to the table at the bottom of the page; Regarding the maximum reimbursement amount.

Not eligible for reimbursement

Any delay of scheduled delivery

How to apply for Rakuten's Customer Protection service

For more information on how to apply, please click here.

About products purchased other EC sites

For the following issues, you can apply for reimbursement from the shipping company.
* Please note that any reimbursement is subject to verification of your claim by the company.
* Rakuten's Customer Protection service is a reimbursement service that only applies to products that were purchased on Rakuten.

Eligible for reimbursement

Items lost in transit

Damaged items
* Please obtain a copy of a damage report from the shipping company.

Not eligible for reimbursement

Defective items or items that differ significantly from their descriptions on the product page

Counterfeit items of an authentic brand/product (where copyright infringement is involved)

Any delay of scheduled delivery

For more details on reimbursement from the shipping company, please click here.

How to apply for reimbursement from the shipping company:

For more information on how to apply, please click here.

Regarding the maximum reimbursement amount

You will be compensated 100% of the item cost and shipping fee, subject to the upper limits of compensation determined by the item's shipping method and weight, as shown in the following table.
Please select the appropriate shipping method, taking into account the item's cost and weight.

* You will be reimbursed the equivalent amount in Rakuten Super Points.
* If you have a bank account in Japan, we can also reimburse you in cash via bank transfer.

Delivery method The maximum reimbursement amount
Purchase made on Rakuten Purchase made outside Rakuten
Express 2 million yen
* Up to 300,000 yen will be reimbursed through Rakuten's Customer Protection service, with the excess amount subject to an assessment by the shipping company.
2 million yen
* The reimbursement amount is subject to an assessment by the shipping company.
Economy Air / Surface Less than 2kg 300,000 yen
* Reimbursement will be made through Rakuten's Customer Protection service.
6,000 yen *1
More than 2kg * The maximum reimbursement amount varies according to the item's weight. For more details, please click here. *1

*1 If the delivery destination is Hong Kong, about 19SDR/1kg will be compensated with the product purchase amount as the maximum.