Returns & Refunds
When using our Japan proxy shopping services, all products bought through us are sold by Japanese sellers and comply with Japanese e-commerce rules.
Once the order is placed and payment is completed, the funds have already been transferred, and the payer cannot cancel the payment. Therefore, we no longer hold the authority to issue refunds. As a result, after the order is placed and payment is completed, your cancellation request, for any reason, cannot be processed.
Please ensure that you fully understand the rules and carefully verify the product information before placing your order and making the payment.
Orders may be cancelled for various reasons.
| Price Increase |
After the order was placed, the buyer found that the seller had increased the price at the time of purchase, resulting in the order being unable to be completed successfully.
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| Item Out of Stock |
Unable to purchase
1. The shopping website serves users worldwide; items may sell out when ordering.
2. Some orders require manual processing, and items may sell out during this time. |
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Seller cancellation
Sellers cancel orders due to items being out of stock, often without providing specific reasons. Based on past experiences, common explanations for such cancellations include:
1. The Seller discovers the item is unavailable when preparing to ship. 2. Even if the item is shown for sale, it may have already been sold on another platform. |
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| Item Deleted |
The Seller removed the item at the time of purchase.
The Seller deleted the item before the order could be processed.
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| Seller Declines To Sell |
Seller restricted by platform
The Seller's Mercari account restriction prevents order processing; reasons are disclosed only to the Seller by Mercari.
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Seller unresponsive for an extended period
The Seller has not responded to comments from other buyers for an extended period, suggesting they may no longer be active. This poses a risk of non-delivery and refund difficulties.
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Refusal to sell to proxy purchasing platform
The Seller doesn't want to sell their items to a proxy purchasing platform for personal reasons.
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| Unsupported Comment |
The message requested cannot be fulfilled.
Your message request during ordering is a prerequisite for placing the order. If the message cannot be fulfilled, the order will be cancelled. Please consider this before using this feature.
Examples of such messages include price negotiation, inquiries about the item's condition, quality, size, and authenticity, the presence of tags, requests for additional item images, and packaging-related comments.
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The Seller's feedback conflicts with the message
The Seller's response conflicts with your request; for example, you left a message to select an item from the available options, but the seller replied that it had already been sold.
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| Prohibited Items |
Purchasing prohibited items
Ordered goods are banned or not allowed due to national policies.
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| Item Reserved for Specific Buyer |
Purchased an item reserved for another buyer
The product information states that the Seller reserves this item specifically for a buyer.
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| Buying Request Rejected |
Purchase request on Rakuten Rakuma failed
Some products on Rakuten Rakuma may require a pre-purchase application, which sellers may reject.
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If the item was not successfully purchased, Doorzo will process refund for you.
If the order failed to be purchased at the time of placing the order, the refund will generally be completed within 24 hours.
If the order was successfully purchased but later canceled due to the seller's reasons, Doorzo will process the refund within 3 business days after receiving the seller's cancellation notice and refund.
Refunds will be returned to the original payment method.
If you paid by credit card, the actual refund arrival time will depend on your bank or payment provider's processing policy. Some banks may delay the refund display until the next billing cycle.
If the transaction was processed under a pre-authorization payment method, the frozen amount will be automatically released by the bank after the order is canceled or refunded.
Due to international proxy shopping complexities, refunds and returns cannot be processed once the order is placed and payment made.
You can purchase the 'Pre-storage Photo' service to inspect items before storage. If issues arise, you can file a complaint. Returns and refunds may be possible with approval from the Seller and the shopping site's team.