Rakuten FAQs

Before you use our service, make sure that pop-ups and cookies are enabled in your browser. Then simply click through from the Rakuten website to one of our affiliate stores and make a purchase. You are able to earn a maximum of 10,000 Rakuten Super Points per order. Please ensure that you are logged in to your Rakuten account before completing any purchase.

We’re sorry to hear that your purchase wasn’t tracked correctly. Please submit a claim to our customer support including the retailer name, order number and the full purchase price.

After you have received Super Points into your account, you can redeem them for content on Rakuten TV or exchange them for Viber Out credit to make calls from your Rakuten Viber app to any phone number worldwide. In addition, Rakuten Super Points can also be exchanged for vouchers and store credit at selected brands.

You can convert your Rakuten Super Points to a digital Kobo gift card directly on Rakuten.co.uk. Just navigate to the exchange page, choose Kobo and follow the steps indicated. After completing the process, your gift card number will be sent to the email address linked to your Rakuten account. Kobo digital gift cards can only be used on digital content (eBooks and magazines). Kobo digital gift cards are not valid for eReaders or accessories.

If you or the affiliate store cancel your order and/or if sales become invalid, Rakuten Super Points cannot be earned on that purchase. Any Rakuten Super Points already awarded will be void.

You don’t have to use the total credit on your digital Kobo gift card in one time. If the selected product costs less than the amount of credit available, the remaining balance will be added to your account as a store credit and applied to your next purchase.

Rakuten Super Points are valid for one year.

Your Kobo gift card will be sent to the email address linked to your Rakuten account within a maximum of 24 business hours after completing the exchange process.

You can contact them here

Rakuten Super Points are earned on tracked purchases from our affiliate stores. In order to receive Super Points on your purchase, it has to be tracked and confirmed by our affiliate store as a valid order.

Yes, for to use the Kobo digital gift card, you have to be registered on Kobo.

It's easy to reset your password, simply click the "forgot your password?" link on the login page and follow the onscreen instructions.

Rakuten Kobo is one of the world’s fastest-growing eReading services, offering more than 5 million eBooks in 77 languages to millions of users across the world.

Rakuten is not responsible for the purchase or the checkout process. For cancellations, please contact the affiliate store where you made your purchase.

Your Super Point balance will be displayed at the top right once you log into your account.

No, that’s not possible.

Your Kobo gift card is valid for 2 years.

If you would like to cancel your Rakuten ID please go to your "My Account" page and cancel your account.

Your Kobo gift card can be redeemed on desktop, eReader or on the Kobo App. Kobo digital gift cards can only be used on digital content (eBooks and magazines). Kobo digital gift cards are not valid for eReaders or accessories.

Creating an account 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.

Rakuten issues Rakuten Super Points to your account approximately 2 to 3 weeks after you make your purchase (with the exception of purchases made at HMV, Zavvi, Currys, Waterstones and Base.com where Super Points will be received up to a few weeks later; once these stores have confirmed the order's successful fulfilment with us).

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. In our Rakuten newsletter, you will find an "unsubscribe" link in the footer. Please click on the link and follow the process shown on your screen.

Go to “My Account” and log in with your user details to change your email address. Your voucher will be sent to the email address, which is linked to your Rakuten account.

When using the Rakuten loyalty programme, you are refunded for a percentage of your order in Super Points. The Super Points are awarded to you within 4-6 weeks of purchasing. Rakuten passes on up to 100% of commissions to its users in Rakuten Super Points.

Rakuten is an exciting new loyalty programme launched in October 2016. It was developed from the former Rakuten marketplace business. The programme allows users to earn Rakuten Super Points by shopping online at affiliate stores that are listed on the Rakuten website. Rakuten Super Points can be redeemed for TV programmes or movies on Rakuten TV, or used to purchase Viber Out credit to make calls to any phone by using the Rakuten Viber app. Rakuten Super Points can now also be exchanged for coupons and store credit at selected brands.

Wuaki 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 Rakuten TV FAQ here.

Find offers at Rakuten and earn Super Points on all purchases you make from your favourite retailers. Find your favourite movie or show on Rakuten TV. Log in to Rakuten UK with your Rakuten member ID. Register your favourite default payment method. Pay for the movie or TV show using Rakuten Super Points. Sit back and enjoy great films and television.

You can contact Wuaki at [email protected]

Your voucher will be sent to the email address linked to your Rakuten account within a maximum of 24 business hours after completing the exchange process.

No, all vouchers are single use only and cannot be redeemed partially. If vouchers are used towards an order that is of a lesser value, the remaining balance will be lost.

The Rakuten Voucher Exchange is one of the reward options on Rakuten.co.uk. It’s a service that allows you to convert your Rakuten Super Points to selected vouchers. You can see the list of vouchers available here. You need to be logged in to your Rakuten account to access this page.

No, that’s not possible.

You can find the expiry date of each voucher on the exchange page.

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.

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 Rakuten Viber wallet currency is tied to your phone number.

Viber Out credit allows Rakuten Viber users to make a call to non-Rakuten 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 contact Rakuten Viber here: https://support.viber.com/customer/portal/emails/new

The maximum amount you can top up per transaction is €50 and the maximum Viber Out account balance per user is €100.

No, the Viber Out credit doesn’t have an expiration date.

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.

You can convert your Rakuten Super Points to vouchers directly on Rakuten.co.uk. Just navigate to the exchange page, choose your preferred voucher and follow the steps indicated. After completing the process, your voucher will be sent to the email address linked to your Rakuten account

A minimum of 50 Rakuten Super Points need to be converted to Viber Out credit per transaction.

No! Our platform is 100% free. You can use the Rakuten loyalty programme and earn Rakuten Super Points without paying for any services.

The Rakuten Super Points program is our way of thanking you for your loyalty. The more qualifying purchases you make on Rakuten.com, the more Rakuten Super Points you receive!

Once your Rakuten Super Points mature or become available for use, you can redeem them and use them to pay for new purchases on Rakuten.com.

What’s changed to our Rakuten Super Points program?

Standard and Promotional Points are now available to use 1 day after your order ships and have an expiration date of 1 year. You no longer have to wait 15 days for your points to mature and the expiration period has been extended.

What kind of Rakuten Super Points are there?

There are two types of Rakuten Super Points:

Standard Rakuten Super Points These are Rakuten Super Points earned making regular purchases on Rakuten.com that are not part of a Rakuten Super Points promotion

Promotional Rakuten Super Points These are Rakuten Super Points awarded when purchasing using special Rakuten Super Points promotional codes

How do I earn Rakuten Super Points?

You can earn 1 standard Rakuten Super Points for each $1 you spend on an item (excluding shipping fees, tax, and any other fees associated with your order). For example, if your item was $500, you would get 500 Rakuten Super Points ($5).

You must use a Rakuten Account (guest checkout orders do not qualify)

Additionally, there is no maximum amount of standard Rakuten Super Points that may be earned on an order unless otherwise stated.

Why don't I earn Rakuten Super Points with guest checkout?

Rakuten Super Points is only available to Rakuten.com Account holders. Because Rakuten.com Accounts are not used in the purchase process, we cannot provide Rakuten Super Points when you use Rakuten Guest Checkout.

When can I use my Rakuten Super Points?

Standard Rakuten Super Points and Promotional Rakuten Super Points are available to use 1 day after your order ships.

How can I use Rakuten Super Points?

You may apply your Rakuten Super Points on the order "Payment" page of the Rakuten.com checkout process.

On the "Payment" page, you will see a “Rakuten Super Points” box showing how many Rakuten Super Points you have available to use towards your order. These points are automatically applied to your order. You may adjust the amount points you would like to apply to the order by entering the amount you would like to use in the available text box. If you do not want to use the points, you may check the box "Do not apply points".

Your Rakuten Super Points will be applied to the order using the Rakuten Super Points with the closest expiration date first.

For every Rakuten Super Points applied, the cost of your order will be reduced by $0.01. The minimum number of Rakuten Super Points you may use is 1. The maximum number of Rakuten Super Points that you can use is 250,000 Rakuten Super Points per order or 500,000 Rakuten Super Points per month.

You can pay for any items on Rakuten.com with a mix of Rakuten Super Points and any method of payment below.

Debit or Credit Card

PayPal

How will my Rakuten Super Points be refunded?

Any refunds for orders that have used Rakuten Super Points will have their refunds issued in the equivalent amount of Rakuten Super Points.

If a partial refund is applied to an order, the portion paid in Rakuten Super Points will be refunded first before the payment method used. For example, if $50 of the order was paid in Rakuten Super Points and a partial refund of $10 was applied to the order, the $10 would go back in Rakuten Super Points. If the amount of the partial order is more than the points used, the remaining partial refund will be applied to the payment method used.

Refunds for Rakuten Super Points can take up to 1 business day to process.

When does my Rakuten Super Points expire?

Standard Rakuten Super Points expire 1 a year after the Rakuten Super Points become available to use. If you make a purchase within that time period, all unused Standard Rakuten Super Points are renewed for another 1 year from when your new order ships.

Promotional Rakuten Super Points expires in accordance with the promotion’s terms and conditions. Promotional Rakuten Super Points do not renew as a result of subsequent purchases.

Rakuten Rewards MasterCard Rakuten Super Points expire 2 years after the Rakuten Super Points become available for use. Rakuten Rewards MasterCard Rakuten Super Points do not renew as a result of subsequent purchases.

In all cases, a notification will be sent prior to the expiration of your Rakuten Super Points to allow you time to use them or make another purchase.

The Rakuten Super Points program is our way of thanking Rakuten account holders for their loyalty. The more qualifying purchases you make on Rakuten, the more Rakuten Super Points you receive!

You can check your Rakuten Super Points balance, transaction history, and expiration dates in “My Rakuten Super Points. First, make sure you are on the Rakuten.com/shop site.

To check your balance, transaction history, and expiration dates, please:

1. Click the "My Account"drop-down menu at the top of any page

2. Click “My Rakuten Super Points” and sign in to your account

3.From this page, you can keep track of your Rakuten Super Points activity

How can I see my Rakuten Super Points balance?

1. On the upper left side of the Rakuten Points Club page is your total points available for use on purchases.

2. Underneath the “Total Points” is the breakdown of Standard and Limited-Time Points available for use.

How can I see when my Rakuten Super Points expire?

1. On the upper left side of the Rakuten Points Club page, you can view the expiration dates for your points

2. The “Expiration Time” is the date and time your points will expire. Points must be used before they expire

3. Under “Points” is how many points will expire if they are not used by the date and time provided

How can I see when my Rakuten Super Points Transaction History?

1. The transaction history is available below the “Points Overview”

2. You will be able to see more detailed information regarding your point history, expiration, type of points awarded, and transaction details.

There are two types of Rakuten Super Points:

Standard Points These are Rakuten Super Points earned making regular purchases on Rakuten that are not part of a Rakuten Super Points promotion.

Limited Time Points These are special limited-time promotional opportunities to earn a greater amount of Rakuten Super Points for purchases.

There is no maximum for the amount of Standard Points that may be earned on an order. For Limited Time points, please refer to the Terms and Conditions of each campaign for the maximum amount earned per promotion, account, customer, and shipping address.

If you need help contacting Rakuten Marketplace please follow these easy steps!

To contact Rakuten Marketplace:

From https://www.rakuten.com/shop/ select the "Need Help" option in the top right of the page

From our Help Center click on the "Contact Us" link located below "Promoted Articles"

Fill out the provided Web form and press Submit

Rakuten.com also provides chat and phone support. You may call us Monday thru Friday from 6:00AM - 5:00PM PST. We are here to help you!

Phone Number: 1 (800) 800-0800

The Rakuten Worry-Free Guarantee

Shop With Peace of Mind

You can shop Rakuten with confidence because we have your back. If you ever have an issue or need assistance, just contact us and we’ll help to get you a resolution. It’s that simple!

Returning an item?

We’re a marketplace, so our merchants all have their own different return policies. You can find details on a seller’s return policy and process on their store page. To get detailed instructions for locating this information, see our FAQs.

Have an order issue?

Your issue is our issue. If you have reached out to a seller and haven’t heard back within two business days, contact us. We’ll work directly with the merchant to get a resolution for you as quickly as possible.

Resolution Guaranteed

If a seller is being unresponsive or unwilling to honor the policies on their store page, we guarantee a resolution. Possible resolutions may include a full or partial refund, a pre-paid label for returns, or any other reasonable resolution as determined by Rakuten, in its sole discretion.

Worry-Free Guarantee Exclusions

Rakuten is not the merchant/seller of any goods or services offered on our marketplace. Therefore, we have instituted the Worry-Free Guarantee claims process to assist you with any issues you may have with an order.

Exclusions

The Worry-Free Guarantee does not cover:

Credit Card Disputes: If you have instructed your credit card company to dispute your Rakuten charge, you cannot submit a Worry-Free Guarantee claim.

Carrier Claims: When customers refuse their shipment; when orders are delivered to the wrong address due to customer error; when customers return orders at their own expense and the shipments are lost in transit.

Return Fees: Fees that customers incur when returning an item due to buyer’s remorse/changed mind; fees incurred by customers in returning non-defective items when there is no order error.

Warranty Claims: Those beyond the seller’s return policy when a manufacturer’s warranty applies and has not expired; those when the manufacturer’s warranty has expired.

Shipping Errors: When orders are not shipped or when orders are short-shipped (don’t include all items on the packing slip), customers are eligible for order cancellation and/or full refund.

LIMITATIONS

Rakuten reserves the right to suspend or terminate the Worry-Free Guarantee or to change these terms at any time and for any reason in its sole discretion.

These Share This Deal Program Terms govern your participation in our Share This Deal Program ("Share This Deal Program"). . Rakuten Commerce LLC ("Company" or "we" or "us") offers the Referral Program to our members who are interested in referring friends and/or family to purchase select products at www.rakuten.com/shop.

1. General

You must be a member and signed in to your account to participate in the Share This Deal Program. TheseShare This Deal Program Terms are in addition to any agreements between you and Company, including our Marketplace Terms and Conditions, Rakuten Terms and Conditions, Rakuten Super Points Terms and Privacy Policy (collectively, the "General Terms and Conditions"), which you agreed upon when signing up for an account. The General Terms and Conditions are hereby incorporated by reference and shall apply to your participation in the Share This Deal Program.

2. Qualified Referrals

A Qualified Referral must:

Be a natural person (i.e., no businesses, legal entities or pets); and

Complete their purchase transaction (of the exact product designated by and using your custom Share This Deal link) during the same shopping session that is started after clicking on your custom Share This Deal link (“Qualified Purchase”).

3. Share This Deal Bonus

You may be eligible to earn Rakuten Super Points ("Share This Deal Bonus") for each Qualified Share This Deal that makes a Qualified Purchase, up to a maximum of fifty-thousand (50,000) Rakuten Super Points. If a Qualified Share This Deal makes multiple Qualified Purchases during the same shopping session, you may earn Share This Deal Bonus only on the Share This Deal link clicked last in time. If a Qualified Share This Deal disables “cookies” on their computer, you will not be able to earn Share This Deal Bonus because cookies are used to authenticate that a Qualified Purchase was made and verify that you are eligible for Share This Deal Bonus. The Share This Deal Bonus shall expire ninety (90) days after your Qualified Share This Deal’s order has shipped. For exact Rakuten Super Points expiration dates, please visit the “My Rakuten Super Points” page by logging into your account. The Share This Deal Bonus applicable to Qualified Share This Deals changes from time to time, and will be set forth on our Share This Deal pop-up ("Share This Deal Pop-Up") that appears when you click on the “Share This Deal” button. The Share This Deal Bonus applicable to your Qualified Share This Deal will be the Share This Deal Bonus displayed on the Share This Deal Pop-Up at the time your Qualified Share This Deal’s order has shipped.

4. Representations

By participating in the Share This Deal Program, you represent and warrant that (i) you have a personal relationship with your Share This Deal or otherwise have the necessary consents to refer them to purchase select products at www.rakuten.com/shop; and (ii) you will comply with all applicable Company policies and terms, and any and all applicable laws, rules and regulations in your participation in the Share This Deal Program.

5. Restrictions

The following is a non-exhaustive list of activities that are not permitted and that will disqualify you from earning Share This Deal Bonuses through the Share This Deal Program: (i) self-Share This Deal; (ii) creating fake accounts, blogs, web pages, profiles, websites, links or messages; (iii) any bulk email distribution, submission or distribution to strangers, or any other promotion that would constitute or appear to constitute unsolicited commercial email or "spam"; (iv) posting your Share This Deal link on any page that is not owned and controlled by you, including, but not limited to, any merchant Facebook or forum page; (v) bidding on any keywords containing "Rakuten" or common misspellings thereof, including, but not limited to, Rakuten.com and Rakuten.com/shop; (vi) placement of our logos or mention of our trademarks or tradenames in any ad text, extensions or banner ads; (vii) paid advertising for the purpose of generating traffic directly to your Share This Deal link; (viii) misleading or attempting to mislead anyone in connection with the Share This Deal Program, including, but not limited to, misrepresenting your relationship with us or posing as our representative in an official capacity; and (ix) taking any action or making any content that is disparaging or defamatory to us.

6. Reservation of Rights

We reserve the right to withhold, deny or cancel any Share This Deal Bonus and/or terminate your account if Company, in its sole discretion, deems any Share This Deal Bonus as fraudulent, abusive, unethical, suspicious or otherwise inconsistent with these Share This Deal Program Terms, the General Terms and Conditions or any other applicable law or regulation. Our decisions are final.

7. Termination

We reserve the right to suspend or terminate the Share This Deal Program or to change these Share This Deal Program Terms at any time and for any reason in our sole discretion.

What is the Share This Link Program?

Rakuten Commerce LLC (“Rakuten”) offers referral bonuses to our members for referring friends and/or family to purchase select products at www.rakuten.com/shop. If someone you refer makes a qualifying purchase, you earn a referral bonus! The referral bonus amounts can vary, but the most current promotion can always be found on the Share This Deal pop-up that appears when you click on the “Share This” button.

How does the program work?

Rakuten members are each assigned a unique link when they click on the “Share This” button, which can be found by signing in to Rakuten and visiting select products that feature such “Share This” button. Simply send your link to friends via email, text or social media. If they make a qualifying purchase using your link, you earn your referral bonus.

What do my friends need to do?

For you to qualify for your bonus, your friend has to purchase the exact product designated by and using your unique link (this is how we’ll know who sent them!).

When will I receive my referral bonus?

Generally, you can expect to receive your referral bonus within 24 hours of your friend’s after your friend’s order has shipped.

Can I see my activity?

To see if your friends have made a purchase qualifying you for a referral bonus, visit the “My Rakuten Super Points” page by logging into your account.

How many friends can I send a referral link to?

The more, the merrier! You can refer all the friends, family members and coworkers you know. However, please be aware that you will only receive one referral bonus per link for each friend that makes a qualifying purchase (even if they buy more than one of the designated product).

Are you ready to maximize your sales and marketing effort with millions ofshoppers? Contact us today and we’ll help you activate your brand on Rakuten.