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you can feel safe and secure if there is trouble with your order.
Customer Protection

Worry-free and Fee-free: Enjoy Shopping on Rakuten

For more details about our coverage or to submit a request for investigation,
check the links below

No Annual Fees and Three Major Areas of Coverage
  • Assistance for Undelivered &
    DefectiveProducts
  • Up to a 300,000*
    JPY refund of
    the purchase price
  • Over 1,000 Brands
    Eligible for Counterfeit Protection

※Restrictions Apply

Rakuten is ready and willing to assist you.

  • The order was paid
    for but has not
    been delivered
  • The item delivered is different
    from the description on
    the product page.
    The item was defective.
  • The product is a name-brand
    item but it seems
    suspicious and
    could be counterfeit.
In these cases:

Submit a request to Rakuten within 90 days from the date you place your order.
After investigating and confirming that the issue is eligible for coverage, Rakuten will compensate* you for the amount of purchase up to 300,000 JPY (including shipping).

*the number of times you may request a refund each year is limited.

*Before submitting your request, please personally contact the shop from which you purchased the product.

For more details about our coverage or to submit a request for investigation,
check the links below

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