Shipping policy

Shipping and Return Policy

► Shipping Information: (Taiwan region only)

1. Convenience store pickup

  1. Estimated delivery time:
    • It takes about 3–5 days after shipment to arrive at the designated store.
  2. Pickup reminder, notice for uncollected goods:
    • Once the goods arrive at the store, the system will send a text message notification. Please bring your ID to pick them up within 7 days.
    • If the order is not picked up by the deadline, the order will be automatically cancelled and a refund will be issued (the consumer may be required to pay additional shipping fees for uncollected orders).
  3. public holiday, Force majeure factors:
    • During major events such as the Spring Festival, Mid-Autumn Festival, and Double 11, or national holidays, the delivery time may be affected and delayed due to the large volume of goods in the logistics.
    • In the event of natural disasters, extreme weather (such as typhoons) or other force majeure events, the delivery time will be postponed.
  4. Convenience store logistics:
    • Delivery times for convenience store pickups are affected by the convenience store's logistics system. Delays of 1-2 days during peak hours are normal. For accurate and immediate information, please refer to the official announcements of each convenience store.

II. Home delivery to your door

  1. Estimated delivery time:
    • It takes approximately 3–5 days for the goods to arrive at the designated location after shipment. (Excluding Sundays and public holidays).
  2. Delivery area:
    • Delivery time may be extended by 1–2 days to all counties and cities on the main island of Taiwan (remote areas may take an additional 1–2 days).
  3. Precautions:
    • We recommend keeping your phone accessible so that logistics personnel can contact you.
  4. public holiday, Force majeure factors:
    • During major events such as the Spring Festival, Mid-Autumn Festival, and Double 11, or national holidays, the delivery time may be affected and delayed due to the large volume of goods in the logistics.
    • In the event of natural disasters, extreme weather (such as typhoons) or other force majeure events, the delivery time will be postponed.

► Important information regarding return and exchange policy:

I. Return and Exchange Conditions

  1. Product status
    • The product must be brand new and unused, with all tags and hangtags intact, and in its original packaging.
    • Goods must not have stains, damage, or odors (such as perfume or smoke).
  2. Return and exchange period
    • You can apply for a return or exchange within 7 days (including holidays) from the date of receipt of the goods.
    • If the product has any defects (such as damage, incorrect size, or wrong item sent), please contact customer service immediately upon receiving the product.
  3. Applicable situations
    • The size is incorrect.
    • Received the wrong or defective goods.
    • Other circumstances that meet the requirements of the Consumer Protection Law.

II. Situations where returns and exchanges are not accepted

  1. Personal reasons
    • Issues not related to the product itself, such as dislike or the color not matching expectations.
  2. Special goods
    • Customized items, intimate apparel (such as underwear, swimwear, and socks), and accessories (such as hair accessories) are not eligible for return or exchange due to hygiene concerns.
  3. Expired
    • Returns and exchanges requested after the 7-day appreciation period will not be accepted.
  4. Not eligible for return or exchange
    • The product has been used, washed, or shows signs of intentional damage.

III. Return and Exchange Process

  1. Request a return or exchange
    • Contact customer service and provide your order number and the reason for the return or exchange.
    • If needed, please fill out a return/exchange application form.
  2. Returned goods
    • Use the original packaging to properly pack the goods to prevent damage during transportation.
    • The responsibility for shipping costs is as follows:
      • For returns or exchanges due to personal reasons: the shipping cost will be borne by the customer.
      • For returns or exchanges due to product defects or seller errors: the seller will bear the shipping costs.
  3. Refund or exchange processing
    • Once the return is approved, the refund or exchange will be processed within 5-7 business days.

IV. Special Precautions

  • If your order contains multiple items and you are only returning part of them, please clearly specify the items to be returned.
  • Color differences caused by computer monitors or lighting conditions are not considered product defects.
  • The final interpretation of the above rules rests with theElems.