Q: How much is the proxy purchase fee for Rakuten Rakuma orders?
A: Rakuten Rakuma's proxy purchase fee are as follows:
*Single item's purchase price <7000JPY, purchase fee: 200JPY
*Single item's purchase price ≥7000JPY, 3% of the order total ( 210JPY Min. and 300JPY Max.)
The total price of your order will include the fee calculated according to the above and displayed prior to your purchase confirmation.
Doorzo charges a service fee when placing an order on Rakuten Rakuma for you. However, you can rest assured that a full refund will be issued if your ordered item is sold out or canceled by the system due to reasons on the seller's end, such as an inability to ship.
Q: What are the conditions of items on Rakuten Rakuma?
A: You can assess an item's quality by examining actual photos, reviewing the detailed description, and considering the seller's condition level. If you have any uncertainties, our customer service is available to assist you.
Q: Does successful payment guarantee that I will secure the item? What should I do if the order doesn't go through successfully?
A: We'll process your order as soon as the payment is confirmed, following the sequence in which orders were placed. Please rest assured that a full refund will be issued if your ordered item is sold out or canceled by the system due to reasons on the seller's end, such as an inability to ship.
Q: What should I do if I accidentally purchase the wrong item on Rakuten Rakuma? Can I cancel my order?
A: Orders cannot be canceled once payment is made. We recommend double-checking and ensuring the items are correct before placing your order.
Q: Why can't I add certain items to my cart, and why are they labeled as 'Temporarily Unsupported'?
A: Items from some unreliable sellers or items classified as fragile goods are currently unavailable for ordering.
Q: Can Doorzo assure the authenticity of the items?
A: As Mercari only deals in second-hand goods sold by individual sellers, Doorzo cannot provide an absolute guarantee of the authenticity of these items. We kindly request your understanding in this matter. We suggest you carefully evaluate the seller's description of the item's origin, thoroughly examine the details in the photos, and compare the price with genuine products before purchasing.
Q: Can I contact the seller or have Doorzo negotiate with the seller for a better price?
A: Doorzo does not currently offer this service. Kindly follow the regular order steps. If the seller requests communication before completing a purchase, Doorzo will reach out to the seller as needed. Once a response is received, we will proceed with the purchase.
Q: If the seller hasn't provided all the necessary details, can you assist in checking for specific information and particulars?
A: Please refer to the seller's item images and description on their page. If you are uncertain about the Japanese translation, please feel free to contact customer service for assistance.
Q: How long does it take for sellers on Rakuten Rakuma to ship items, and when can they arrive at Doorzo's warehouse?
A: Shipping times for Rakuten Rakuma sellers vary individually, so there's no specific shipping standard. Typically, sellers complete shipping in approximately 3 to 7 days. We appreciate your patience during the delivery process.
Q: Can I return or exchange items purchased on Rakuten Rakuma?
A: Kindly be aware that items purchased on Rakuten Rakuma are not eligible for returns or exchanges, and Doorzo cannot offer guarantees for second-hand items. If you have any concerns, we recommend refraining from placing your order.
Q: The item I want to purchase is very popular. Can Doorzo prioritize my order?
A: We process orders in the order they are received. Although we don't offer expedited processing, our team works hard to ensure that every order is placed as quickly as possible. We appreciate your patience.
Q: What should I do if a Rakuten Rakuma seller sends me the wrong item or if an item is missing?
A: Since Rakuten Rakuma items are second-hand goods sold by individual sellers, Doorzo cannot guarantee the condition of the items. Additionally, when Rakuten Rakuma orders are received at the warehouse, the warehouse staff will check for any obvious damage that may have occurred during domestic shipping in Japan. If any shipping damage is found, they will directly contact the seller to address the issue. However, we do not offer inspection services, and we do not make any promises regarding the possibility of missing, incomplete, or incorrect items. We also cannot provide solutions for such cases. If an item is found to be missing at the warehouse, it will be shipped to you separately. Please consider the risk before making a purchase decision.
