Communicating with Remambo Support

Remambo exists to make buying from Japan straightforward - whether you're chasing a hard-to-find collectible, dealing with a tricky auction, or just trying to get your parcel home in one piece. Our support team is here to make that happen.

Every message you send is read and answered by an actual human being. To keep that human able to do their job well, we rely on a basic level of mutual respect between you and us. This page lays out what that looks like in practice - on both sides.

What you can expect from us

We'll do whatever we reasonably can, within the limits of what a proxy service is able to do, to sort out whatever you're dealing with. We'll be straight with you about what's going on, what's possible, and what isn't - within what our Terms allow us to share. And whoever picks up your message will treat you decently, full stop.

What we ask from you

Give us the benefit of the doubt. A lot can go sideways in a proxy purchase that has nothing to do with us: the seller, the carrier, customs, the auction platform, the postal service on either end. When something goes wrong, jumping straight to accusations of theft or scamming makes it harder - not easier - for us to actually help. We're on your team here.

Stick to the facts. Being annoyed when things don't go to plan is fair. Aiming that annoyance at the person reading your message isn't. The fastest path to a resolution is a message that explains what happened and includes the relevant order or parcel number. That's it.

One conversation per issue. Sending the same question through several messages, or pinging us on multiple channels at once, just buries your own request and slows everyone else down too. Send it once and give us a business day to get back to you.

Where we draw the line

We have a hard zero-tolerance policy on a few things. Crossing these lines doesn't get a warning - support ends right there, and depending on the situation, the account goes with it.

Abuse toward our staff. Slurs, insults, swearing at the person on the other end, personal attacks - none of that is going to happen here. Our team isn't your punching bag.

Chargeback threats. Threatening to dispute a payment in order to pressure us into something, or to get around our Terms, immediately ends the conversation. We can't keep providing support to an account while a chargeback is being held over our heads.

Threats dressed up as something else. Promising to take us to court, to file complaints everywhere you can think of, to tank our reputation online, or to pressure us into bending shipping laws or our own rules - that ends the conversation too. Reviews that misrepresent a situation that came down to the customer's own choices or refusal to follow our Terms can also lead to account suspension.

Going in circles on purpose. If we've already given you a clear answer with the reasoning behind it, we're happy to walk through it again once if something genuinely wasn't clear. But repeatedly ignoring the answer and asking the same question hoping for a different one isn't a conversation - it's a stall, and we'll treat it that way.

"Let me speak to a manager." When an agent explains a policy or a Term to you, that is the answer. There's no separate manager who's going to override it for you. If you disagree with how something works at Remambo, the place to find out why is our Terms of Use and our published policies - please have a look before pushing back.

Our agents can enforce all of the above on their own judgment, and they're also the ones who decide when other behavior is becoming disruptive. Passive-aggressive messages count.

The overwhelming majority of people we talk to every day are great, and we genuinely appreciate it. Keeping things civil on both sides means our team gets to spend their time doing the actual work - getting a piece of Japan to your door - instead of managing conflict.

Thanks for reading, and thanks for shopping with us.