Q1. What is the return policy?

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.

 

Q2. What are the conditions for returning an item?

To be eligible for a return, your item must be in the same condition as received — unworn, unused, with tags, and in its original packaging. You also need to provide the receipt, invoice or proof of purchase.

 

Q3. How do I start a return?

To start a return, please contact us at oncewemetinfo@gmail.com.

Returns must be sent to: 1F, No. 8, Minyou 16th St., Taoyuan Dist., Taoyuan City 330062, Taiwan

If your return is accepted, we will send you a return shipping label and instructions. Items sent without prior approval will not be accepted.

 

Q4. What if my item is damaged or incorrect?

Please inspect your order upon arrival. Contact us immediately if the item is defective, damaged, or incorrect so we can resolve the issue.

 

Q5. Are there any items that cannot be returned?

Non-physical products (such as presets, wallpapers, digital arts), custom or personalized products cannot be returned. Sale items and gift cards are also non-returnable.

 

Q6. What happens if I return part of an order that had free shipping?

If you place an order that qualifies for free shipping but later return some items, the original shipping cost will be deducted from your refund if the remaining order no longer qualifies for the free shipping offer.

 

Q7. How do exchanges work?

The fastest way is to return the original item and once the return is accepted, place a separate order for the new item.

 

Q8. When will I get my refund?

Once we receive and inspect your return, we will notify you if the refund is approved. Approved refunds are processed automatically to your original payment method within 10 business days. However, Bank or credit card processing times may vary.

If more than 15 business days have passed since approval and you still have not received your refund, please contact us at oncewemetinfo@gmail.com.