FAQs

How long does it take for my order to ship?

Most orders are shipped within 1 to 2 business days after the order is placed. Processing may take longer during public holidays in Taiwan or over weekends.

How do I know if my order went through successfully?

Once your order is placed successfully, the system will automatically send an order confirmation email to the email address used at checkout. You can also log in to your member account to view your order details.

What should I do if I didn’t receive my order confirmation email?

Please check your spam or junk folder first and make sure the email address entered at checkout was correct. If you still haven’t received it, please contact us through the customer chat button at the bottom right corner of our website and we’ll help confirm your order status.

How can I check my order status?

You can log in to your member account to check your order status. Once your order has shipped, you can also track delivery using the shipping details provided in your shipment notification.

Can I check my order if I didn’t create an account?

Yes. Once your order is placed, the system will send an order email to the address entered at checkout. You can use that email to review your order details. If you need more help, please contact us through the customer chat button at the bottom right corner of our website.

How do I track my package?

Once your order has shipped, tracking details will be provided. You can use the information in your shipping notice to follow your package. For a full breakdown of available shipping methods, please refer to our shipping policy page.

Can I update my shipping details after placing an order?

Yes, but only before the order has shipped. Please contact us as soon as possible through the customer chat button at the bottom right corner of our website, and we’ll check whether changes can still be made.

Can I cancel my order after placing it?

Yes, but only before the order has shipped. Please contact us as soon as possible through the customer chat button at the bottom right corner of our website. Once an order has shipped, it can no longer be canceled directly.

Can I combine multiple orders into one shipment?

Yes, but only before the order has shipped. If you'd like to combine orders, please contact us as soon as possible through the customer chat button at the bottom right corner of our website.

What shipping methods are available?

For Taiwan orders, available options may include home delivery, convenience store pickup, or in-store pickup. For international orders, options may include SF Express, Chunghwa Post, or EMS. Available methods are always subject to what is shown at checkout.

How does free shipping work?

Orders within Taiwan generally qualify for free shipping at NT$2000 and above. Selected international destinations generally qualify at NT$3000 and above. Final eligibility depends on destination, current promotions, and what is shown in your cart and at checkout.

How do I request a return or exchange?

If you'd like to request a return or exchange, please contact us within 7 days of delivery through the customer chat button at the bottom right corner of our website. We’ll review your order, the item condition, and the situation before guiding you through the next steps.

Can Taiwan domestic orders be returned or exchanged?

In general, Taiwan domestic orders may be eligible for return or exchange within 7 days after delivery, provided the item remains in resellable condition and meets our policy requirements.

What condition does a returned item need to be in?

Returned items must be unused, unwashed, unaltered, not worn outside, and still include original tags, gifts, accessories, and packaging. Items with stains, odors, or any condition that affects resale eligibility will not be accepted.

Who pays for return shipping for Taiwan domestic orders?

For approved Taiwan domestic returns due to personal reasons, TAIWANIZE will provide a 7-ELEVEN return code, so you do not need to pay the return shipping cost yourself.

However, if the entire order is returned, or if a partial return brings the order total below the free shipping threshold, the original outbound shipping fee of NT$80 will be charged.

What should I do if I receive a defective item?

Please contact us within 7 days of delivery through the customer chat button at the bottom right corner of our website and provide your order details, item photos, and a brief explanation of the issue. If the item is confirmed to be defective, TAIWANIZE will handle the related return, exchange, and shipping costs.

What should I do if I receive the wrong item?

If the item you received does not match your order, please contact us within 7 days of delivery through the customer chat button at the bottom right corner of our website. If the error is confirmed, TAIWANIZE will cover the related return, exchange, and shipping costs.

How will my refund be issued?

Refunds will be issued back to the original credit card or original payment account. Final posting time may vary depending on your bank or payment provider.

Can international orders be returned or exchanged?

International orders are generally eligible for exchange only and are not returnable. If you need a size or style exchange, please contact customer service within 7 days of delivery. Approval depends on the item condition and stock availability. Return shipping and reshipping costs for international exchanges are usually the customer’s responsibility.

Which items are not eligible for return or exchange?

For hygiene reasons, underwear and other close-contact items are generally not eligible for return or exchange once opened. Items purchased as part of a bundle promotion may also need to be returned as a full set rather than individually.

What payment methods do you accept?

We accept Apple Pay, credit cards, PayPal, ATM bank transfer, installment payments, JKOPay, and LINE Pay. Available payment methods may vary by order and location, so please refer to the options shown at checkout.

How can I check my payment status?

You can log in to your member account to check your order status, and the system will also update your order based on the payment progress. If payment fails, the order will be canceled automatically and a new order will need to be placed.

What should I do if my payment fails?

Orders with failed payments are automatically canceled, so you’ll need to place a new order. For international payments, some credit cards may be declined due to issuing region or bank restrictions, so trying a different card is recommended.

For Taiwan domestic orders, can I request a business invoice with a Taiwan company tax ID?

Yes, for Taiwan domestic orders only. If you need a business invoice with a Taiwan company tax ID, please enter your invoice details during checkout.

For Taiwan domestic orders, can I use a personal Taiwan e-invoice carrier?

Yes, for Taiwan domestic orders only. If you use a personal Taiwan e-invoice carrier, please enter the information during checkout.

Where do I enter a coupon or promo code?

At checkout, you may see two different code fields, so please make sure you’re entering the right type of code: one is for coupons or promo codes, and the other is for referral codes.

If you have a discount or promotional offer, enter it in the coupon field. If you have a referral code, enter it in the referral code field.

Some coupons must first be claimed from the Coupon Center in your member account before they can be used at checkout. If your code doesn’t work, please double-check that it has been claimed and that it meets the order minimum, eligible product, and campaign period requirements.

Can promotions be combined?

Whether promotions can be combined depends on the campaign rules announced on the website. If you’re unsure, please check your cart and checkout page, where all eligible offers and spending thresholds will be clearly shown.

Do product prices on the website include Taiwan sales tax?

Yes. All product prices shown on the website already include Taiwan sales tax.

How do I create an account?

You can register directly on our website by filling out your basic information, verifying your mobile number, and linking your email address. You may also sign up in person at a TAIWANIZE official store with assistance from our staff.

What if I forgot my password?

Please go to the login page and click “Forgot Password” to reset it by following the system instructions.

How do VIP tiers work?

Your member tier is automatically determined based on your eligible cumulative spending on the website and at official TAIWANIZE stores:
Standard Member: join by signing up
VIP Silver: spend NT$5,000 within 12 months
VIP Gold: spend NT$12,000 within 24 months
VIP Platinum: spend NT$24,000 within 24 months
VIP Titanium: spend NT$48,000 within 24 months
VIP Diamond: spend NT$100,000 within 30 months
Once you reach the threshold, your tier will be updated automatically.

What’s the difference between each membership tier?

Standard Members can join for free, and once mobile and email verification are completed, you’ll receive a NT$50 welcome store credit.

Standard Member and VIP Silver are lifetime tiers. VIP Gold, VIP Platinum, VIP Titanium, and VIP Diamond must be maintained based on each tier’s renewal requirements.

The main differences between tiers are birthday store credit, order-based store credit rewards, and access to VIP-exclusive offers and events.
Starting from VIP Silver, members can earn member points, receive birthday store credit, enjoy order-based store credit rewards, and access VIP-only offers. Higher tiers receive stronger rewards and broader access to VIP-exclusive events and offers.

How do store credit rewards work for each VIP tier?

VIP Silver: NT$100 store credit for every NT$3,000 spent in a single order
VIP Gold: NT$100 store credit for every NT$3,000 spent in a single order
VIP Platinum: NT$150 store credit for every NT$3,000 spent in a single order
VIP Titanium: NT$100 store credit for every NT$2,000 spent in a single order
VIP Diamond: NT$100 store credit for every NT$2,000 spent in a single order
These rewards can accumulate with no upper limit.

How can I use my store credit?

Store credit works like cash within TAIWANIZE and can be applied directly to your order total at checkout. Actual usage conditions and expiration details remain subject to the system and membership policy.

How much birthday store credit does each tier receive?

VIP Silver: NT$400
VIP Gold: NT$800
VIP Platinum: NT$1,200
VIP Titanium: NT$2,000
VIP Diamond: NT$3,000

How do I earn member points?

Member points start accruing on single orders with an actual paid amount of NT$1,000 or more, whether on the website or at official TAIWANIZE stores. You’ll receive 200 points for every NT$1,000 spent.

How can I use my member points?

Member points can be used toward purchases on the website and at official TAIWANIZE stores. Every 500 points can be redeemed for NT$25. Actual eligibility and redemption rules remain subject to the system and membership policy.

Do member points expire?

Yes. Member points expire on June 30 of the following year and cannot be restored once expired.

What are the renewal requirements for each VIP tier?

VIP Silver: lifetime tier, no renewal requirement
VIP Gold: spend NT$10,000 within 24 months
VIP Platinum: spend NT$20,000 within 24 months
VIP Titanium: spend NT$40,000 within 24 months
VIP Diamond: spend NT$80,000 within 30 months
If the renewal requirement is not met, your tier will be re-evaluated according to the membership rules.

How do I choose the right size?

We recommend checking the size information and fit notes on each product page, then choosing based on your usual fit preference and how you want the item to wear. Product names also clearly indicate the fit, such as Athletic Fit, Regular Fit, or Loose Fit, so you can quickly identify the silhouette before purchasing.

What is AI Size Recommendation?

Every product page includes an orange “AI Size Recommendation” button. You can enter your body measurements and personal information, and the system will recommend a size based on years of customer data and a sizing model developed with a technology partner. It offers up to 99% accuracy and helps reduce the risk of ordering the wrong size.

What’s the difference between the different fits?

Fit names are usually shown directly in the product title, such as Athletic Fit, Regular Fit, or Loose Fit. If you prefer a closer fit, Athletic Fit may suit you best. If you want an easy everyday shape, Regular Fit is the most straightforward choice. If you prefer a roomier silhouette, Loose Fit may be the better option. We recommend checking the size chart and AI Size Recommendation together before purchasing.

Will the product color look exactly the same in person?

Not always. Actual colors may vary slightly due to screen settings, lighting, and photography conditions. Please use the physical product as the final reference.

Will sold-out items be restocked?

Not necessarily. If you’d like to follow a sold-out item, you can click “♡ Add to Wishlist” on the product page to keep track of it.

Will international orders incur additional fees?

Customs duties, import taxes, or other fees depend on the regulations of the destination country or region. Some orders may not incur additional charges, and the final outcome depends on local customs clearance. If any fees apply, they are usually the responsibility of the recipient.

How long does international shipping take?

Delivery times for international orders vary depending on the destination, shipping method, flight schedules, customs clearance, and local delivery conditions. Please refer to the information shown at checkout and on our shipping policy page.

Can international orders be shipped without showing the item value or with a lower declared value?

No. International orders must be declared in accordance with shipping and customs regulations, including the actual item contents and value. We cannot provide shipments with no declared value, undervalued declarations, or any other inaccurate customs information.

How can I contact customer service?

If you have any questions about orders, shipping, payments, returns, membership, or products, please use the customer chat button at the bottom right corner of our website and we’ll be happy to help.

What are your customer service hours?

Customer service is available Monday through Friday, 11:00 AM to 6:00 PM, excluding public holidays.