If you need a size exchange, receive a defective item, or find that your order does not match what you purchased, please contact our customer service team. We’ll assist you based on your order region, item condition, and the details of your request.
1. Taiwan Domestic Orders
Items purchased through the TAIWANIZE official website may be returned or exchanged within 7 days of delivery.
For hygiene reasons, underwear and other close-fitting intimate items are not eligible for return or exchange once opened.
If your order includes a bundle offer or multi-buy promotion, individual items from that offer cannot be returned or exchanged separately. The full set must be returned together with all original packaging.
Returned items must meet all of the following conditions:
- Unused
- Unwashed
- Unaltered
- Not worn outside
- Original tags attached
- All accessories, gifts, and packaging included
- Free from stains, odors, or any condition that would affect resale
If you’d like to return an item for personal reasons, please contact customer service first. Once your request is confirmed, we will provide a 7-ELEVEN return code so you can drop the package off at a nearby store without paying return shipping. After TAIWANIZE receives and inspects the item, we’ll process your refund.
If you’re requesting a return due to a defective item, please contact customer service first and provide your order number, photos of the item, and a brief explanation of the issue. Once confirmed, we’ll assist with the return and refund process.
If only part of a multi-item order is returned for personal reasons, the refund amount will be recalculated after deducting any discounts originally applied to the order. In cases where the payment method requires a full-order refund, all items from that order must be returned together.
If you return the full order, or if the remaining order total falls below the free shipping threshold after a partial return, an outbound shipping fee of NT$80 will be deducted from your refund.
If you need an exchange due to a defective item, stains, damage, or a shipping error, please contact customer service first. Once confirmed, TAIWANIZE will assist with the exchange process, and all related shipping and handling costs will be covered by us.
If you’d like to exchange an item for personal reasons, please contact customer service first and return the item according to our instructions. Once the item has been inspected and approved, we’ll ship the replacement item to you. In this case, the customer is responsible for the reshipping cost.
Since our garments are sewn by hand, some items may have a few loose threads on the inside. This is not considered a defect and does not affect quality. Loose threads can be trimmed carefully. If you have concerns about product details, you’re also welcome to visit one of our stores and check the item in person.
2. International Orders
For international orders, we currently offer exchange assistance only. Returns are not available. If you’d like a size exchange or would like to exchange for another style, please contact customer service within 7 days of delivery. We’ll review your request based on item condition and stock availability.
- Unwashed
- Not worn outside
- Original tags attached
- Free from stains, odors, or any condition that would affect resale
For hygiene reasons, underwear and other close-fitting intimate items are not eligible for international exchange.
- Exchange for another size of the same item
- Exchange for another available item
If the replacement item is more expensive, you’ll need to pay the price difference. If it’s less expensive, the difference is non-refundable.
For international exchanges, both return shipping and reshipping costs are generally the customer’s responsibility.
If you place a new order that meets our international free shipping threshold, TAIWANIZE may combine your approved exchange item with that new order and ship them together.
3. Defective Items or Shipping Errors
If you receive a defective item or if your order does not match what you purchased, please contact customer service as soon as possible and provide your order number, photos of the item, and a brief explanation of the issue.
If the issue is confirmed to be a product defect or a mistake made during production or shipping, TAIWANIZE will cover all related return, exchange, and shipping costs and help arrange the next steps.
4. How to Request a Return or Exchange
To request a return or exchange, please contact us through the chat button at the bottom right corner of our website and provide the following information:
- Order number
- Item name or item number
- Reason for the request
- Product photos, if the issue involves a defect or shipping error
Our customer service team will review your request and guide you through the next steps.
5. Processing Time
Once your return or exchange request has been confirmed by customer service, we’ll process it as soon as we receive the returned item or complete information.
Refunds will be sent back to the original credit card or original payment account used for the order. Actual refund timing may vary depending on your bank or payment provider. Please contact your card issuer or payment service provider for the exact timeline.
Customer service hours: Monday through Friday, 11:00 AM–6:00 PM, excluding public holidays.
6. Additional Notes
To help maintain a fair and friendly shopping experience for everyone, TAIWANIZE reserves the right to decline requests in cases of unusual, excessive, or otherwise unreasonable return or exchange activity.
