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Customer Protection Plan

About products purchased at Rakuten

Rakuten will apply its compensation service, the “Rakuten Ease of Mind Shopping 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

The product brand/item was a counterfeit (trademark infringement)

Reimbursement by Rakuten's Customer Protection service

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This reimbursement service is free!

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

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

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

For more details, please refer to the chart “regarding the upper limit for compensation” at the lower part of the page.

Not eligible for reimbursement

Any delay of scheduled delivery

Secondhand goods

Discard inner boxes and shoe boxes option selected at the time of packing*1

*1 For more details, please refer to the "Packing Method" page.

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

If you have any of the following problems, we will apply the compensation service of each delivery company.
* The application of compensation will be decided after examination by the shipping company. Please note.
* "Rakuten Anshin Shopping Service" is a compensation service that applies only to products purchased at 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

The product brand/item was a counterfeit (trademark infringement)

Any delay of scheduled delivery

Discard inner boxes and shoe boxes option selected at the time of packing*1

* For more details, please refer to the chart “regarding the upper limit for compensation” at the lower part of the page.
*1 For more details, please refer to the "Packing Method" page.

How to apply for reimbursement from the shipping company:

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

Regarding the upper limit for compensation

Compensation the maximum amount will vary as the bottom of the table by conditions such as delivery method and weight. Advance on the check, please choose the delivery method of hope.

※ compensation, we compensated with Rakuten point.
Note: If you have a Japanese bank account, a bank deposit transfer of cash is also possible.

Product International shipping cost
Purchased on Rakuten Purchased outside of Rakuten All products
Super
Express		 ¥300,000
Compensation is given with Rakuten Ease of Mind Shopping Service.
If ¥300,000 is exceeded, we will make a decision on the difference based on an investigation.		 Based on an investigation, we will issue compensation up to the amount stipulated by each shipping company.
See the URLs below for the compensation stipulated by each shipping company. 		If the item is missing or totally destroyed, based on the investigation we will issue a full compensation or refund.
Note: we consider cases of partial damage to be ineligible for compensation.
Standard
Express		 ¥300,000
Compensation is given with Rakuten Ease of Mind Shopping Service.
If ¥300,000 is exceeded, we will make a decision on the difference based on an investigation.		 Based on an investigation, we will issue compensation up to the amount stipulated by each shipping company.
See the URLs below for the compensation stipulated by each shipping company.
Economy Air ¥300,000
Compensation is given with Rakuten Ease of Mind Shopping Service.
If ¥300,000 is exceeded, we will make a decision on the difference based on an investigation.		 Based on an investigation, we will issue compensation up to the amount stipulated by each shipping company.
See the URLs below for the compensation stipulated by each shipping company.
Surface ¥300,000
Compensation is given with Rakuten Ease of Mind Shopping Service.
If ¥300,000 is exceeded, we will make a decision on the difference based on an investigation.		 Based on an investigation, we will issue compensation up to the amount stipulated by each shipping company.
See the URLs below for the compensation stipulated by each shipping company.

Note: During export/import, if the item does not receive permission to clear customs, or is refused, please understand that we are unable to issue compensation for the product or international shipping fee.

Helpful Information