Online Return & Exchange Guide
To help you complete your return or exchange more quickly, please first check which option applies to your order and follow the instructions below.
1 Check Your Return & Exchange Period
You may request a
return, refund, or exchange
You may visit a
physical store for an exchange
Returns and exchanges
will not be accepted
Items Not Eligible for Return or Exchange
2 7-11 ibon Self-Service Return / Exchange
Log in to our website and go to:
My Account ＞ Order History ＞ Received
Find the order you would like to return or exchange, then click the gray “Apply for Return” option in the upper-right corner.
Select the order and click “Apply for Return.”
After submitting your request, please contact our customer service team so we can arrange the exchange.
Our system currently does not allow customers to select individual items for return, so you do not need to select specific items on the page.
We will process your request based on the item(s) actually received.
Once your request has been approved, your 7-11 return code will be sent to you via SMS and Email.
Visit any 7-11 store and select “Return Service” on the ibon kiosk. Enter your return code and follow the on-screen instructions to complete the shipment.
3 Exchange at a Physical Store
If you prefer to exchange your item directly at a physical store, or if the 7-day return period has passed but you are still within 30 days of receiving your order, please follow the steps below.
Please complete the online form before visiting the store.
After completing the form, visit the selected store on your scheduled date to complete the exchange.
Bring the item you would like to exchange and inform our store staff:
The item must be unused, in brand-new condition, and with all tags attached. The exchange must be completed within 30 days of receiving the order.
If the replacement item is priced lower than the original item, the price difference will not be refunded in cash.
To avoid long waiting times or unavailable items, we recommend contacting the store in advance to confirm business hours and product availability.
4 Return / Exchange Fees & Refund Information
Each order is eligible for one free exchange.
If a second exchange is required, the customer will be responsible for the related shipping costs.
If a full or partial return causes the remaining order amount to fall below the NT$499 free shipping threshold, the original NT$80 shipping fee will be deducted from the refund.
If a partial return causes the remaining order amount to fall below the original promotional discount threshold, the original discount will be withdrawn and the corresponding discount amount will be deducted from the refund.
Original order amount: NT$2,000
Amount paid after 5% discount: NT$1,900
If one item priced at NT$590 is returned, the remaining order amount will be NT$1,410. Since this no longer meets the original discount threshold, the NT$100 promotional discount must be deducted.
Actual Refund: NT$590 − NT$100 = NT$490
The 7-11 return process usually takes approximately 7–14 days.
Processing may take longer during periods of high shipping volume. Thank you for your patience.
5 International Return & Exchange Policy
- For international orders requiring a return or exchange, customers are responsible for all return and reshipping costs.
- If customs duties are incurred when the item is shipped back to Taiwan, the actual amount charged will be collected from the customer.
- If you would like to request a return or exchange, please contact our customer service team first for further assistance.
Need help? Contact our customer service team.
