【 Taiwan Returns & Exchanges Guide 】
1. We provide complete after-sales service. To protect consumer rights, customers are entitled to a 7-day cooling-off period starting from the date the goods are received.
*Please note* If you select the wrong model / style / color / shipping details, or make an impulse purchase, you are responsible for the return/exchange shipping cost. Please consider carefully before ordering.
*Please note* This policy does not apply to [Customized Products]. If a customized item has any defect, we offer a remaking service, but refunds cannot be processed. Please consider carefully before ordering.
*Please note* This policy does not apply to [Limited-Time Sale Items and Lucky Bags]. Please consider carefully before ordering.
*Please note* The cooling-off period is NOT a trial period. Returned items and their packaging must be [brand new, complete, and free of any damage]. If items are lost or damaged, the costs necessary to restore them to their original condition will be deducted according to the extent of the damage.
2. All after-sales requests must be completed within 7 days of receiving the goods (including holidays); late requests cannot be accepted.
3. If you receive a defective/incorrect item, please provide a photo of the defective/incorrect item, your order number, and the name on the order, and we will handle it as soon as possible.
4. If a return/exchange causes your order total to fall below the threshold for free shipping / spend-based gift / store credit, you will need to cover the shipping fee / return the store credit / send the free gift back together with the item.
5. To request a return or exchange, please contact O'CLOCK customer service via Facebook private message, and we will complete the process for you as soon as possible.
6. If returns reach 2 times or more (including 2), if all items (3 or more) in a single order are returned, or in cases of malicious pick-up-and-return after ordering, then to protect our rights the system will automatically suspend the account and decline its future transactions.
7. We do not cover the shipping cost of sending out an order; we only cover the return shipping cost. The cost of the initial delivery must be borne by the buyer. (Related policy 🔗 legal article)
8. Under the terms of the agreement, placing an order means the buyer agrees to our returns and exchanges policy.
【 Overseas Returns & Exchanges Guide 】
1. Because international shipping costs are high, if there is a defect, please contact customer service with a photo of the defective/incorrect item, your order number, and the name on the order. We will arrange a replacement shipment for you, and you do not need to return the product.
2. For reasons that do not affect functionality — such as color differences, the item differing from expectations, differing perceptions of the material, print clarity, or smell — or for personal reasons such as an unsuitable wrist size, wrong size, disliking the item, or duplicate purchase, we are currently unable to offer returns or exchanges for overseas orders. Thank you for your understanding.
3. To request a return/exchange for a defective/incorrect item, please contact O'CLOCK customer service via Facebook private message, and we will complete the process for you as soon as possible.
4. To protect both parties' rights, please inspect your items for errors or defects within 7 days of receipt and contact customer service. Requests made after 7 days cannot be accepted.
【 Personalized & Custom-Made Products 】
1. Under Article 19 of the Consumer Protection Act, customized products are not subject to the seven-day cooling-off period. We are therefore unable to accept returns or refunds on the grounds of disliking the design or for other reasons. Please choose carefully to avoid affecting your future purchasing privileges.
2. We cannot produce items using photos that raise copyright or portrait-rights concerns. We must apply stricter standards on copyright matters; thank you for your understanding.
【 Returns & Exchanges Process 】
1. Contact customer service and provide the name on your order, your phone number, the name of the item to be returned/exchanged, and the reason (please include a photo for defective items).
2. Once customer service confirms your order and the reason, you will be given a convenience-store shipping (交貨便) code.
3. After receiving the code, go to any 7-ELEVEN and use the ibon kiosk to print the shipping slip (as shown below).
4. We will process the refund within 5–10 days after receiving the item and confirming it is in order.
- Credit card: If you paid by credit card, the refund will be issued directly back to your card account. The refund detail should appear on your statement within 7–21 days after processing; you may also check directly with your card-issuing bank.
- ATM transfer / Cash on delivery: If you paid by ATM transfer or cash on delivery, please provide your bank account number and we will refund the amount to your account. For bank transfers, an NT$15 transfer fee will be deducted (waived for E.SUN Bank).
【 Contact Customer Service 】
- Facebook: O'clock
- Instagram: @oclock.studio
- E-mail: oclockstyles@gmail.com
- Line: @oclockstudio
- WhatsApp: @o'clock studio
