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FAQ

Wuaki.tv

Wuaki.tv is an online service for watching movies and TV shows. It includes the latest blockbuster releases, independent movies, TV series and programmes for kids. For more information, view the Wuaki.tv FAQ here.
You can convert your Rakuten Super Points to Wuaki.tv vouchers directly on Rakuten.co.uk. Just navigate to the exchange page, enter your Wuaki.tv ID and confirm. After completing the process, your vouchers will be sent to the email address linked to your Rakuten account.
Vouchers are usually delivered within 1 hour. However, it may take up to a maximum of 1 business day for you to receive your code. If you don’t receive you voucher code within 1 business day after ordering, please contact us.
No, that’s not possible. When you convert your Super Points to Wuaki.tv vouchers, your total Super Point balance will be used.
No, each member can only convert Rakuten Super Points once into Wuaki.tv vouchers.
Go to “My Account” and log in with your user details to change your email address. Your Wuaki.tv vouchers will be sent to the email address, which is linked to your Rakuten account.
To see how you can redeem a voucher, please view the Wuaki.tv FAQ here.
No, all vouchers are single use only and cannot be redeemed partially. If vouchers are used towards a rental that is of a lesser value, the remaining balance will be lost.
No, you can only redeem one voucher per movie rental.
There are two types of vouchers for Wuaki.tv:
  • Vouchers with a value of £2.49 for a SD rental of a library movie
  • Vouchers with a value of £4.45 for a HD rental of a new release movie

The Wuaki.tv vouchers expire on 31 December, 2016 at 11:59 pm.
You can convert a minimum of 1 Rakuten Super Point into vouchers.
You can convert a maximum of 2,225 Rakuten Super Points into vouchers.

Viber Out

Viber Out lets users call smartphones, landlines and mobile numbers all over the world at low rates. Dial in from your iPhone or Android device, even if the person you call doesn’t have Viber installed. For more information, view the Viber Out FAQ here.
Viber Out credit allows Viber users to make a call to non-Viber mobile numbers and landlines at low rates. The rate of the call varies depending on the country you are calling. Find details on Viber Out rates here.
You can top up your Viber Out credit by using Rakuten Super Points. Each Rakuten Super Point is worth £0.01 in Viber Out credit. You can complete the top up process here.
All UK numbers will be topped up in euros, but we will show you the equivalent amount in pound sterling before you complete the top up process. The Viber wallet currency is tied to your phone number.
The maximum amount you can top up per transaction is €50 and the maximum Viber Out account balance per user is €100.
A minimum of 400 Rakuten Super Points need to be exchanged for Viber Out credit per transaction.

Online Marketplace

The Rakuten.co.uk marketplace can no longer take new orders at the marketplace from the end of August 2016.
Please rest assured that all customer and merchant transactions will continue as normal until the end of August.
If you have outstanding Rakuten Super Points, you will be able to use them at the marketplace until the end of August 2016. From 18 August, you can also convert your Super Points into Viber Out credit. We also plan to offer an exchange for Wuaki.tv vouchers in the near future.

Until the planned marketplace closure at the end of August 2016, you can buy products from the marketplace as usual, and merchants will fulfil delivery (delivery times may vary depend on the payment methods, stock and progress). If you face any issues receiving products you have ordered, please refer to the following FAQ "I have not received my order?" for further information, or contact
customercare@rakuten.co.uk
Please contact the merchant directly. You can find the contact information of the merchant on the "My Order" page on your Rakuten.co.uk account until the end of December 2016 and/or via the order confirmation email provided with your order. Please ensure that you access the "My Order" page on your Rakuten.co.uk account and print the page and/or the email on your computer for future reference. After the end of December, the "My Order" page will no longer be available.
Information about previous orders and the merchant contact details are available on the "My Order" page on your Rakuten account and/or via the order confirmation email provided with your order. The "My Order" page will be available until the end of December 2016. If you want to keep the record of the history of your orders, please ensure that you print the "My Order" page as record for future reference before the end of December 2016..
You can access your order history by clicking on the "My Order" page in your Rakuten account. Please note that this page will not be available after the end of December 2016. If you want to keep the record of the history of your orders, please ensure that you print the "My Order" page for future reference before the end of December 2016.
The Rakuten.co.uk marketplace can no longer take new orders at the marketplace from the end of August 2016. However, Rakuten is pleased to let you know that your Rakuten ID and account information can be used with other Rakuten group services including Wuaki, the Rakuten Global Market and other potential services we are planning to provide. We will keep you informed about which platform you will be able to use your Rakuten ID on so please check for notices on the website for updates. We hope you will continue to use the Rakuten group services in the future.
If you would like to cancel your Rakuten ID please go to your "My Account" page and cancel your account.
Your account information including your personal information will be treated as described in the privacy policy and based on the consent you made. If there are any changes to the privacy policy, Rakuten will inform you with sufficient notice so please check for further information on the website. If you want to stop your subscription to email communications from Rakuten (marketing), please follow the procedure as explained below.

1. In our Rakuten newsletter, you will find "unsubscribe" link in the footer.
2. Please click on the link and follow the process shown on your screen
Your Rakuten Super Points will expire depending on the type and when they have been granted. Please refer to your Rakuten Super Point balance under Point Club. For the value of any non-expired Rakuten Super Points, we plan to prepare an arrangement that can be transferred to other Rakuten group services such as Wuaki and Viber. A further announcement is planned for August 2016.
All coupons not used by the end of Aug, 2016 will expire. Please ensure you use them before this day. The Expiry date of coupon depends on each terms of use in each coupon campaign. Any coupon not used by the end of August 2016 will expire as of the end of August 2016. If you still have effective coupon in accordance with the terms of use in each coupon campaign, please ensure you use them before the expiry date.
Merchants can be contacted through the "Merchant Enquiry" page. This contact page will no longer be available after the end of December 2016 and we plan to create a new contact information window to cater for future merchant contact enquiries.
Rakuten will investigate any customer complaints such as non-delivery after payment or complaints about product defects with the merchant. In the event of unsuccessful resolution of a customer complaint, Rakuten will provide a refund. Please make sure that you keep any related evidence (e.g. shipping slips) to help us to solve the situation smoothly.
For pre-orders which are to be delivered after end of August, Rakuten or merchants will immediately cancel and refund the payment amount on the same payment method used to make the purchase. We are sorry for any inconvenience this might cause.

Rakuten.co.uk is the brand new marketplace in the UK, where shopping is entertainment. Our aim is to provide you with a fantastic range of products from our handpicked merchants. We not only want you to find what you want but also discover the new and exciting products that our merchants have to offer.
Merchants dispatch products from a number of locations, so delivery times vary. We ask all of our Merchants to dispatch items within two working days and to confirm when they have sent it.
If your order has still not been delivered please contact the merchant via your account. To do this click on 'My Orders' and then the 'Contact Shop' link which is located in the top right hand corner above the order concerned.
To return any item you will need to contact the Merchant from whom you purchased from. You can do this via your Rakuten.co.uk account. Simply click on 'My Orders' and then the 'Contact Shop' link which is located in the top right hand corner above the order concerned. You can also find each Merchant's return details on their Store pages. Check which seller you have purchased your item from and then click their name to visit their store page. A link to their returns policy should be on the left of their store landing page.
Rakuten Super Points is our loyalty programme, offering customers the chance to earn Super Points as they shop on our website. These Super Points can then be used as a payment method to purchase products from across the site.
Super Points have no cash value and may not be redeemed for cash, however they can be used to purchase items on Rakuten.co.uk Shopping. If you wish to use your Super Points to purchase an item on Rakuten.co.uk Shopping, the amount of Super Points necessary to purchase the items in your basket will be displayed at the checkout.
Super Points can be used to pay for an item in full or in part. For example, if it would take 1000 Super Points to purchase an item in full, but you only have 500 Super Points, you could use those 500 Super Points to part pay for the item and pay the remaining balance by credit card.
The Rakuten.co.uk Marketplace Guarantee allows you shop with confidence. All purchases made on Rakuten.co.uk are guaranteed under the Marketplace Guarantee, provided that:

  1. You have conformed to our User Agreement
  2. Your purchase has not already been refunded in full (including by way of 'chargeback' by your credit card provider).
  3. The Merchant you have purchased from has not been subsequently declared bankrupt, liquidated or placed into administration.
Should you experience a problem with an order we recommend contacting the merchant who you purchased from in the first instance. They should be able to assist you in resolving any issues that you may have with the order. However, in the event you are unable to resolve the problem with the merchant directly please contact us and we'll try to help.
It's easy to reset your password, simply click the "forgot your password?" link on the login page and follow the onscreen instructions.
Creating an account to shop on Rakuten.co.uk is simple and easy to do. Click on the 'Register' link in the top right hand corner of the screen and enter your details. Once done, you're ready to start discovering what Rakuten.co.uk has to offer.
You will be required to provide a password for your account as part of our security measures. You are solely responsible for maintaining the security and secrecy of your password and should not under any circumstances give out this information to anyone not expressly authorised by you to use your account. You accept sole responsibility for any use of (whether authorised or not), or action taken using, your account. If you have any reason to believe that your password is compromised, you must change it immediately.

Here is some advice to help you make more secure online transactions.

Keeping credentials safe
  • When creating a password, use strong passwords (combination of letters and numbers).
  • Do not use the same password for different sites - frequently change the password on sites and apps you use to make payment.
  • Avoid entering credentials when connected to public Wi-Fi/hotspot, or from a unknown device (webcafe, etc. ).
  • Avoid data spoofing : when credentials or credit card information are required, always check there is a padlock icon and the URL begins with https://
  • When a website show a page saying "The connection is not private", it means that the connection is not safe and the website is not approved as secure.
  • Never share your full credentials (especially your password) on the phone, chat, email, etc. - Helpdesk agents never ask for them.

Keeping your computer safe
  • Never open email attachments coming from unknown senders.
  • Install antivirus software from a well-known vendor on your machine. Before accessing a site using your credentials, make sure that the antivirus is up and running with "auto protect" on (usually, the antivirus icon is in the task bar). Do not reduce the protection settings and have a full scan performed regularly (several times per month).
  • Software updates are the seatbelts of online security, they makes you safer online: always apply all operating system and software security updates available including signatures lists (or enable auto-update).
  • Official App stores : For maximum security, always download & update your application from an official application store
  • Do not unlock (jailbreak) your mobile device to enable specific installation.
  • Never install or execute applications downloaded from unofficial vendor.
We ask all our merchants to dispatch orders within two working days. If your order has been dispatched and the estimated delivery date has passed, we recommend that you ask your local sorting office if they've tried to deliver it, or check with your neighbours to find out whether the package has been left with them.
If you have any questions relating to the delivery of your order please contact the merchant via your account. To do this click on 'My Orders' and then the 'Contact Shop' link which is located in the top right hand corner above the order concerned.
At Rakuten.co.uk Shopping you can choose to pay by several methods:

Credit or debit card:
You can have more than one card registered on your account. You will be charge on the default card; this can be changed during the payment section of the checkout process.
Vouchers:
If you have received a discount voucher you can enter the voucher code during the checkout process. Any discount will be displayed in the checkout before placing your order.
Super Points:
You can use Super Points to pay for all or part of your order, depending on how many you have available.
If you believe that you have received counterfeit goods from a merchant on Rakuten, please inform our Customer Service Team immediately and they will provide the instructions of how to send the item to us for inspection. You can contact our Customer Service Team by email at customercare@rakuten.co.uk
If you have received faulty goods, please contact the Merchant that you placed your order with. To do this click on 'My Orders' and then click on 'Contact Shop' located in the top right hand corner above the order concerned.
If you wish to cancel your order, please contact the Merchant that you placed your order with. To do this click on 'My Orders' and then click on 'Contact Shop' located in the top right hand corner above the order concerned.
If the merchant you have purchased from has provided a tracking number with your order, you can view this in your orders page within your account. If you have any questions regarding the delivery of your order then you should contact the merchant.
We want you to have a great experience every time you shop with us here at Rakuten.co.uk. We hope that our FAQ section will help answer any questions you might have. However, should you require any additional help then please contact our Customer Support Team. We are here Monday - Saturday 9am - 6pm and can be contacted via the following method:

Email
customercare@rakuten.co.uk
Request ID: a740e78cd495bfc717b942f4006328f9