If you have any questions after receiving your order, please contact us directly.
Here, we will explain the process step-by-step, from application to return arrangements and refund progress.
If you receive a defective, damaged, or incorrect item, please contact customer service within 15 days of receipt. General online purchases are also entitled to a 7-day right of contract termination by law, and these two situations are explained separately.
View Taiwan Return Policy →For Hong Kong, Macau, Singapore, and other international shipping regions, if you receive a defective, damaged, or incorrect item, please contact customer service within 7 days of receipt.
View International After-Sales Policy →The following applies to online orders placed in Taiwan through this official website. Transactions made at physical counters are subject to the agreements made on-site and applicable laws.
If you need to change the size or style, you can also contact customer service first. We will confirm stock, product condition, and processing methods, and explain if there is any price difference or shipping fee.
Consumer Protection Committee: Explanation of Necessary Unpacking and Product Inspection
Whether the statutory 7-day right of contract termination is excluded depends on the nature of the product and legal judgments, and must be clearly stated before purchase. For example, unsealed personal hygiene products, customized products made according to consumer requests, etc., must meet statutory conditions to apply for exceptions.
The statutory rights are not generally excluded simply because a product is on sale, promotion, or clearance; general skincare products or intimate apparel are also not always considered non-returnable. Even if an item is an exception to the right of termination, if the product is defective, you can still claim your rights in accordance with the law.
Hong Kong, Macau, Singapore, and other deliverable regions · International orders
International orders generally do not offer returns or exchanges for personal reasons.
For example, if you change your mind, dislike the item, or choose the wrong size yourself, please confirm before placing your order. If you have any questions about sizes or product selection, please feel free to ask customer service for assistance first.
If you receive a product that is defective, damaged during shipping, or does not match your order, please contact us via LINE, WhatsApp, or Email within 7 days (including holidays) of receipt:
We do not generally accept change-of-mind returns for international orders. If your item is defective, damaged in transit or incorrect, please contact us within 7 calendar days of delivery with your order number and photos. We will help arrange the appropriate next steps. Your statutory rights are not affected.
The above 7-day period is for timely reporting of arrival issues and is not a product warranty period; exceeding this period does not necessarily mean your statutory rights for defect remedies or other rights are lost. "No returns or exchanges for personal reasons" also does not exclude rights protected by applicable law that cannot be restricted.
Different countries or regions may have their own consumer protection regulations. If applicable laws grant buyers non-restrictable rights for returns, refunds, defect remedies, or other rights, these will be handled in accordance with those laws.
Therefore, the statement "International orders generally do not offer returns or exchanges for personal reasons" on this page only applies to the extent allowed by law for merchants to set their own terms, and does not affect rights that cannot be excluded or restricted by law.
Local consumer laws may provide additional mandatory rights. Our international change-of-mind policy does not limit rights that cannot legally be excluded.
Leave a traceable contact record first to help us confirm your order more quickly.
Contacting customer service first is to assist with logistics and order identification, and does not affect your legal right to terminate the contract by written notice or by returning the product. If you have already returned the item, please provide shipping information to help us verify.
We recommend confirming the recipient information provided by customer service before returning the item; if you need to deliver in person, please contact us first to confirm the available receiving time.
The refund amount and arrangements will be explained to you, and you can contact customer service at any time to check the progress.
Any exchange, transaction, or import fees separately collected by banks, payment services, or customs, will be refunded according to the regulations of that entity and applicable laws; this does not exclude amounts that our store is legally obligated to refund or bear.
Please have your order number ready; if you're unsure which service applies, feel free to ask first.
LINE ID: @enmei. LINE, WhatsApp, and rights reference links will open in a new window. Customer service representatives will reply in the order messages are received; messages outside of service hours will be processed as soon as possible during service hours.