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FAQ - Rakuten Shopping
Search
Rakuten offers a wide selection of products from a variety of manufacturers, divided into specialty stores with dozens of categories within each store. That's a lot of stuff to sort through, so we created cutting-edge search engines to help you quickly find whatever you want.

Search
The easiest and fastest way to find something in any of our stores is to use the Search box located at the top of each page. Search throughout the entire Rakuten site, or use the drop-down list to show the various categories.

Browse
Browsing is also easy at Rakuten.co.uk Shopping. Click on any of the in-store categories listed on the left side of each store's home page and visit our many specialty and manufacturer stores. Enjoy a complete shopping experience without leaving your seat!
If you have tried searching for the product at the Rakuten.co.uk Shopping site and cannot find it, unfortunately the product is not available. However, we are compiling a wishlist of items so please email us at uk-info@rakuten.co.uk and let us know the product and, if possible, the merchant so we can try to bring their products to UK!

Order
Fast, safe and secure, ordering at Rakuten is easy. After you've added item(s) to your Shopping Cart, just follow the simple checkout steps and we'll get your order processed right away. You can also save items in your Shopping Cart or view your shopping history to see previously browsed items.

You can place an order with the following steps:
  • Find the item you want
  • Choose delivery method
  • Insert quantity
  • Click on 'add to cart'
  • Continue shopping/checkout
  • Checkout : sign in for member, guest checkout for non-members
  • Fill in shipping information
  • Choose payment method
  • Fill in billing information (coupon codes if valid & applicable)
  • Please kindly make sure all points/coupon/discounts have been applied before placing an order as all transactions are final and cancellations will not be attended if you have forgotten to apply the discount.
  • Click 'place this order'
  • Keep the confirmation order and order number for future reference

  • For orders that have unfixed shipping fees (merchant only calculates the shipping fees after receiving your order), we will need you to take these extra steps to complete your order process:
  • When the merchant updates the shipping fees for your order, you will receive an notification email that says “Your Order with Rakuten.co.uk Shopping Has Been Changed”.
  • If the shipping fees are acceptable and you would like to proceed with this order, please proceed to “My Orders” page via the links provided in the email (provided below) and click “Pay for this Order” and your order will be confirmed.

    Member: https://secure.rakuten.co.uk/order/list
    Non-member: https://secure.rakuten.co.uk/order/retrieve
If you have a coupon code (known as a Racoupon), please remember to fill in the "Code No." field, otherwise please leave blank. Step by step instructions can be seen here
Rakuten.co.uk Shopping Customer Service issues coupons to customers for the following reasons:
  • Customer was unable to redeem coupon code during campaign period in the unlikely event of a system error (Coupon will be valid for from 3-7 days, depending on the needs of each case and Rakuten reserves the right to decide on the days).
  • Customer had an unpleasant shopping experience with Rakuten or one of the merchants.

  • We can verify with customers on the current coupon details that are running however please be advised we are unable to issue them. If you are unsure how to apply a coupon, please refer to this page. (Please note you must be a member to use a coupon and all coupons can only be used once)
Please kindly save the coupon or use another coupon for future purchases. Rakuten is unable to adjust the Order Total to offset the coupon discount due to system restrictions. If you would like to cancel the order, please contact the merchant.
To check the status of an order using your Rakuten.co.uk Shopping Account, please Go to My Orders
You can go to your order history and if you see the new order updated, it means your order has gone through. You can see your Order History from the 'My Orders' page here.
If you have a coupon code, please remember to following the following steps:
  • Sign in (at the top of the page)
  • If items have been added, click on ‘Cart’, then you will see your items in ‘My Shopping Cart’.
  • If everything looks correct, click on ‘Proceed to Checkout’ (you will need to sign in again, then click on Member Checkout – please note, you are NOT paying yet).
  • Please ensure shipping details are correctly entered with the appropriate shipping option chosen, then click on ‘Continue to Next Step’
  • You are now at the ‘Checkout Payment’ page, please select payment method, enter your details accurately.
  • Under the "Coupon Code No (Optional)" field, please fill this in if you have a coupon code. (Please note coupon codes can only be used once).
Sorry, it is currently not possible to combine items from different merchants (even in they are from the same country). Please note that any coupon code discounts will not be applicable if your shopping cart contains items from different merchants too.

Payment
GST is a broad-based consumption tax levied at 7% on nearly all supplies of goods and services in UK.
  • Purchases made from merchants in UK:
    GST is included in all orders made from merchants located in UK. Upon checkout, the total amount is inclusive of GST.
  • Purchases made from merchants in Japan:
    a. If a customs officer determines that a customer must pay GST, this will be dispatched by TA-Q-BIN. Rakuten reserves the right to change the carrier to TA-Q-BIN without prior notice.

    b. Orders below the amount of SGD350 – There is no need to pay GST for orders that fall below the total amount of SGD350 when purchasing from any merchants located in Japan.


    c. Orders with the amount of SGD350 and above - Shoppers may have to pay an additional 7% GST for orders that are SGD350 and above when purchasing from any merchants located in Japan. The 7% of the total amount (above SGD350) will be paid in cash to the courier/delivery company. Please note that purchases totalling SGD400 and above includes various expenses relating to shipment from Japan. Customers with orders totalling over SGD350 must pay the GST to the courier (either TA-Q-BIN or Quantium Japan) via Cash on Delivery (COD).


    For example: Shopper A made an order of SGD500 from Merchant in Japan. Total order amount upon checkout: SGD500 - Shopper A has to pay SGD500 upon checkout. Shopper A must pay SGD35 in cash (7% of SGD500) to the courier/delivery company upon receiving the product.

Rakuten.co.uk Shopping currently accepts following payment methods:
  • Valid MasterCard branded Debit/Credit cards issued in Australia, Brunei, Canada, France, Japan, Germany, New Zealand, Singapore, South Korea, Switzerland, US and the UK. Please note MasterCard payments will be “captured” 4 days after your order
  • Valid Visa branded Debit/Credit cards issued in Australia, Brunei, Canada, France, Japan, Germany, New Zealand, Singapore, South Korea, Switzerland, US and the UK. Please note Visa payments will be “captured” 4 days after your order
  • PayPal is also accepted. Please note that the currency currently used for transactions at Rakuten.co.uk Shopping is Great Britain Pound (GBP). Please note PayPal payments will be “captured” 2 days after your order
  • PLEASE NOTE: Rakuten.co.uk Shopping currently does not accept payment made with credit cards from Hong Kong, Indonesia and Malaysia
  • Valid American Express cards issued in Australia, Brunei, Canada, France, Japan, Germany, New Zealand, Singapore, South Korea, Switzerland, US and the UK.
When a shopper makes a Rakuten.co.uk Shopping purchase, the shopper can pay the merchant by valid MasterCard, Visa and American Express branded credit cards (please see “What are my payment options?” for authorised issuing countries of credit cards). PayPal is also accepted.

Credit card payments will be charged in Great Britain Pound (GBP). Your account information will never be shared with other parties.
a) Shipping fees fixed:



Funds in credit card account will be held immediately after you place an order with us, unless the shipping fees are unfixed.

If the order is not cancelled, your credit card will be charged in 2 calendar days.

b) Shipping fees unfixed:



Funds in credit card account will not be held until you proceed to “Pay for this Order” after shipping fees are fixed by the merchant.

If the order is not cancelled, your credit card will be charged in 2 calendar days after you have paid for the order.

*An order is “Completed” (finalised) 7 days after order status changes to “Shipped”)
** An order will be automatically cancelled if it is left unpaid, 7 days after shipping fee is fixed by the merchant.
Yes, Rakuten.co.uk Shopping now accepts PayPal as a payment option. In order to use PayPal efficiently, please ensure your Debit/Credit Card is valid, details are up to date and there are sufficient funds available for purchases.
This is because Rakuten.co.uk Shopping currently only accepts valid MasterCard, Visa and American Express branded credit cards which are issued in in Australia, Brunei, Canada, France, Japan, Germany, New Zealand, Singapore, South Korea, Switzerland, US and the UK.
Please check if the code you have entered is UPPER or lower case.

Also, please check if your item cost meets the minimum amount spent (before shipping fees are applied) as different promotions have different minimum spend amounts.

Only registered Rakuten.co.uk Shopping members can use coupon/promo codes (i.e. guest orders cannot get a discount using coupon/promo codes).

Cancel/Return/Change
To cancel your order, please contact the merchant (contact details are available at the "Shop Information" section).



Once you have received your cancellation confirmation email, you can expect any credit authorisations within 3 to 4 working days and funds to be released back into your account up to 14 working days, subjected to processing duration of your bank.

If you order was cancelled within 2 days of your order, funds have not left your account and your account is not charged at all. Therefore, no refund is necessary to be made.

*If you have forgotten to redeem any form of discounts (ie. points/coupon) upon checkout of the order, please kindly note that due to operational reasons, cancellation will not be entertained. (Warning: Please kindly make sure all points/coupon/discounts have been applied before placing an order as all transactions are final.)
** Upon the “Completion” of your order (8 days after the status of your order is changed to “Shipped”), Rakuten will not be able to refund you. Please kindly contact the merchant for refund procedures.
Once your order has been submitted, shoppers cannot change the billing information, shipping address, or delivery method as our sellers will be handling all aspects of the order process outside of Rakuten for billing. Please cancel your order and place a new one with the correct information. Please go here for more information about how to cancel your order.
Each merchant has different return policies. To view a merchant's return policy, check your order history.
Full cancellation/refund:
  • If you used a credit card, your credit card will be charged 2 calendar days (48 hours) after you have placed your order.
  • If your order is cancelled within 2 calendar days, you will not be charged.
    • There is no refund in such a case as you were not charged for the purchase.
    • If you have used a credit card, the transaction will not be reflected.
    • If you have used a debit card the withdrawal and return of the funds to and fro your account will be reflected
  • Once the merchant cancels your order and you receive the cancel notification email, it may take up to 14 working days, subjected to the processing duration of the bank for the amount to be reflected in your credit card account.


Partial cancellation/refund:

In the case where merchants have certain items out of stock or customers would like to cancel certain item of their order or shipping fees are discounted, thus, reducing the Order Total (final checkout value) of the purchase:
  • The refund will be processed 1 working day after you order has been "Completed*"
  • It may take up to 14 working days after your order has been “Completed”, subjected to the processing duration of the bank for the amount to be reflected in your credit card account.


* An order is considered “Completed”, 8 days after the order has been shipped ( and when you receive the “Your Order Has Been Shipped” notification email). This is to facilitate changes being made within the 8-day buffer period after an order has been shipped.
Please kindly contact the merchant to cancel the items according to your request.

Please kindly note that if you have redeemed a coupon for the purchase, the merchant is unable to process the cancellation if the minimum spending falls below the requirement for the coupon redeemed.

In such a case, there are 2 alternatives:
  • Kindly advise the merchant items you would like to purchase in the shop to replace the cancelled items
  • Request for a full cancellation and repurchase the items that you want (if the coupon is no longer available, both Rakuten and the merchant is unable to provide you with a new one)
If the order was cancelled AFTER your points expired, then they will not be restored. However, if the order was cancelled BEFORE your points expire, they will be restored however the expiry date will remain the same. We strongly recommend you choose your item carefully.
Defective Items (for merchants in UK and outside of UK)
If you have received defective items, the procedure is as follows:
  • Take pictures of the defect and email the merchant with the pictures, your name, order number and the product name/link of the defective item.
  • Please try to keep the original packaging - the merchant usually requires customer to send the defective item back to them before they can process a refund or an exchange. However, many of our merchants are based in Japan or overseas, there are cases where merchants will require Rakuten to receive the defective item on their behalf to verify the defect.

    Depending on the type of product and defect, some merchants may not require the customer to send the defective item back at all, but is usually rare.

    For defective items, return delivery fees will be borne by the merchant. However, if upon receipt, the merchant verifies that the defect was falsely reported, customers will have to bear the delivery fees back and forth.
  • The customer is required to fill in a Return Form available here (please remember to update the merchant’s return address) to include in the return parcel.
  • The customer is required to pack and seal the defective item and enclose the original invoice and Return Form (please try to keep the original packaging).
  • Once the defect has been verified, depending on customer's preference for an exchange or refund, the merchant will proceed.

    Do note that some of our merchants only allow exchanges and no refund so we strongly recommend our customers to check the merchant's Return Policy or verify with the merchant directly before purchase.
  • The whole exchange and refund will take about 1-2 weeks subjected to the date the defective item was received by the merchant or Rakuten. Please allow more time when there are public holiday in UK and Japan.

Shipping
Shipping and handling rates are determined by the total weight / dimensions of the merchandise ordered. Depending on the merchant, free shipping may be available for selected items and will be clearly indicated on the product posting.
Rakuten.co.uk Shopping hopes to offer its customers maximum flexibility while shopping. However, once the order process has been completed, we cannot modify the shipping address for security reasons.

If you would like to have an item shipped to a different address than the one provided, please cancel the order and place a new one with the correct address. To find out how to cancel an order, please go here.
When you order an item from Rakuten.co.uk Shopping, merchants ship items in the time indicated on your order history page. If you have any questions regarding your shipment, please contact the merchant directly. Please note that deliveries will take slightly longer if there is a public holiday in Japan or the destination country.
(Depends on the shipping method you chose. Please note Rakuten.co.uk Shopping do not have any physical stock and we recommend contacting the merchant for a tracking number first) In Rakuten.co.uk Shopping, most of our merchants offer either SingPost delivery or TAQBIN (Yamato) delivery.
  • For parcels with tracking number that starts with XZ00000******, they are Speedpost parcels and you can track them at www.speedpost.com.sg.
  • For parcels with tracking number that starts with 1780 **** **** or 1200 **** ****, they are TAQBIN parcels and you can track them at http://sg.ta-q-bin.com/.
  • For registered parcels (local, international and Smartpacs) with tracking numbers: RR123456789SG, RR068375029TW, SM000000001SG, you can track them at www.singpost.com.
  • If you are unsure about the delivery service for your parcel, you can go track your parcel at this universal tracking site: www.trackitonline.org/.

Please kindly note that only SingPost (SmartPAC, Speedpost, etc.) parcels can be delivered to POPStations and you can use a POPStation’s address as your shipping address.
Selected merchants at Rakuten.co.uk Shopping currently ship only from Japan & UK to the following countries: Australia, Brunei, Hong Kong, Indonesia, Malaysia and Singapore. (Please contact the merchant directly to see if they are able to ship to your country. Their contact details can be found at the “Shop Information” for instance, see here.)

If you are ordering from overseas (your delivery address is not in UK), please kindly note that shipping fees of your order will be determined and updated by the merchant after you have placed the order.

You will receive a notification email that says “Your Order with Rakuten.co.uk Shopping Has Been Changed” and you will find the shipping fees and the total value of the order.

If the shipping fees are acceptable, please proceed to “My Orders” page via the links provided in the email (provided below) and click "Pay for this Order" and your order will be confirmed.

Member: https://secure.rakuten.co.uk/order/list
Non-member: https://secure.rakuten.co.uk/order/retrieve

  • Please kindly note that free shipping campaigns only apply to valid UK addresses unless explicitly stated otherwise.
  • If your delivery address is outside UK, shipping charges will apply unless stated otherwise.
As different merchants operate differently, please contact them directly to see if they are willing to offer a delayed delivery service. Contact details are just above “Shop Information”.
As various merchants operate differently, you will need to contact the merchant directly.
No, please note that Rakuten.co.uk Shopping does not hold ANY physical stock. For shipping/tracking number enquiries, please contact the merchant first (via the ‘Shop Information’). If there is a delay in reply, please contact us here.
Please seehere for a list of different POPStations across UK (instructions are provided on how to enter POPStations as a delivery address). If your preferred POPStation is not available, please leave a message here.

Merchant
Please scroll down slightly and the merchant’s contact information will appear on the left. It should appear just above “Shop Information”.

Campaigns
If you have made your payment via MasterCard, please kindly take note of the following:
  • Only Rakuten.co.uk Shopping Members are able to earn Rakuten Super Points and entitled to bonus points of this campaign.
  • 1 X Regular Points will be credited to your account when your order has been completed (7 days after your order has been updated from “Awaiting Shipment” to “Shipped”) + 9 X Terminable Bonus Points will be credited to you 10 -12 days after your order has been “Completed”
  • Orders made via Paypal are not entitled to the bonus 9X points.
  • Campaign ends 31st March 2014
  • Orders placed up till 31st March 23:59:59 and “Completed” by 30th April 23:59:59 will be rewarded.
  • Selected items (refer to MasterCard event page) purchased on Saturday between 00:00:00 and 23:59:59 when the MasterCard 10X Points banner is on display on our homepage – http://www.rakuten.co.uk will be entitled to the bonus 9X points. (Campaign ends 30th August 2014)
Please check this page for more details.

Points will be credited the following Thursday after signup and new members will be notified by email the following Friday.



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