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FAQs
Shopping Center Purchases/ Orders FAQ
How do I edit or cancel orders?
A: Customers can cancel and replace orders before orders are confirmed if they wish to change the quantity or have changed their minds.
A: Confirmed orders cannot be changed online. If customers wish to cancel orders before shipping, please leave a message for customer service or call our customer service hotline.
Will the package come with a receipt? I am sending the package as a gift and would like to omit the receipt in the package.
A: Packages will not include a receipt. All receipts will be sent to your email or devices in the form of electronic receipts upon shipping.
How do I know if my purchase was successful?
A: Successful orders, order numbers, and order details will be listed in the orders section found at the member center.
※(Failure to make ATM transfer payments in time will render orders obsolete).
How do I track my delivery?
A: We will provide the delivery service provider and shipping number when orders to your home have been shipped. You can copy and paste the shipping number to the delivery service provider’s website to track shipping.
A: For orders shipped to convenience stores, the convenience store will automatically generate a shipping order number where customers can track shipping on 7-11 or FamilyMart websites.
What currency will I be paying in?
A: Payments will be made in New Taiwan Dollars.
How do I use my discount code/ coupon?
A: Please select any available coupons or enter valid discount codes at the checkout page. Please confirm that the coupon or valid discount code has been applied before checking out. Discounts and coupons cannot be used after orders are submitted.
How do I apply for returns?
A: Please select the order you wish to return in the orders section available at the member center.
A: Any return applications that meet our return policy will be processed accordingly.
※The 7-day return period is for unused products only
(Products that meet our return policy must be: 1. completely new, unused, and unopened; or 2. found to be flawed in terms of function or appearance after opening)
How do I know the store has received my returned product?
A: After receiving your return application, a customer service staff will reach out for preliminary information about the products you wish to return and send delivery services to your home to pick up the product. Once the delivery order has been successfully established, the store will track the return order for you and provide feedback when we receive and review the returned product.
How do I return products?
A: Upon receiving return applications, our stores will send delivery services to your home to pick up the products you wish to return.
A: Returns through convenience stores are not currently available.
When will I receive my refund?
A: All returns for the week will be refunded on the following Wednesday or the next working day in the event of natural disasters or national holidays.
A: Banks require 7-14 days to process refunds to credit cards. Please contact the bank servicing your credit card for more details regarding when your refund will arrive.
A: Refunds through ATM transfers will be processed weekly on a fixed refund date.
Other FAQ
I am a KOL/ talent agency/ company/ school/ supplier interested in crossover collaborations or bulk purchases. How do I contact your stores?
A: For bulk purchases or business partnerships, please send an email to our customer service inbox.
What should I do if I change my phone number?
If you change your phone number, to ensure the security of your account and the smooth use of our services, you will need to re-register on our official website.
