Unclaimed packages / Customs Reject / Lost & Seized
If a package is returned to us marked unclaimed and the contents are in a complete and resaleable state we will email you and give you the option to:
1. Resend at no cost (only applicable for shipment by registered mail).
2. Refund your payment (minus any fees incurred in the accepting of the customers order).
In cases where the Customs bureau of the customer's country rejects the package and agrees to return the package to the sender we shall refund the customer in full minus any loss due to shipping if upon return the package contents are in a complete and resaleable state.
Lost and Seized orders
Our responsibility for a package ends once it is it is handed over to the postal service whereupon it becomes the customer's personal and private property. Customers therefore must bear the cost of any lost or seized product(s) and any fees incurred by us in accepting the customer's order should the package be lost or unrecoverable except in cases where the customer purchased adequate insurance against package loss or in cases where the original postal fees included said insurance.
Lost Registered Mail packages confirmed as lost by the Taiwan post office after submission of an official inquiry are entitled to compensation of 30 SDR per package (paid to the sender) which is then returned to the affected customer. The SDR to NT$ exchange rate used being the official rate on the date of posting.
If an order has been seized - official proof should be obtained and presented to us after which we may issue a full or partial refund at our discretion.
Refund payment method
Refunds to the customer are returned through the same method that the customer used to pay us and in the same currency of payment.
If that is not possible for whatever reason we may refund the customer though another acceptable medium agreed upon by both parties.
Have another question not covered by our FAQ - then ask us using our contact page.