We sincerely hope that you will like all the products you ordered from Etherealu. In case of special conditions (such as defective products), please send the products back to Etherealu within seven days (counting from the day of pickup) and contact us. The customer service will assist you in the follow-up process. Some products do not provide return/exchange, and we apologize for any inconvenience.
We require returned items to be kept tidy, brand new and unused, undamaged and with all original labels. The shoes must be returned with the original box. For hygiene reasons, underwear and pierced accessories cannot be returned.
Return & Exchange
Pack the goods to be returned/exchanged in the original packaging as firmly as possible.
Please return the package at the nearest FamilyMart store, then select "FamilyMart Store" and fill in the required information. (FamilyMart store number: 55508) Your return will cost NT$80 and will be deducted from the refund you receive.
When your package arrives and is sent back to Etherealu, we will send you an email about the return and exchange. Please wait for 14 working days to process your return/exchange. If your return/exchange does not meet the listed conditions, the package will be sent back to you. When the return is accepted, we will refund you as soon as possible, and you will receive an e-confirmation letter. During this period, please be sure to keep your receipt. The buyer shall bear the responsibility of returning/exchange until the goods are returned to us.
Defective product
Please report it in the customer service mailbox within seven days (the member sign/receive the package), and provide your order number, the condition of the defective product and the photo, and the customer service will assist you in subsequent processing.
Any non-defective products, such as colour deviation (colour may appear slightly different on different devices) size deviation within 3cm, slight off-line and thread, unopened buttonhole, the difference in grain position, residual glue, are not suitable for return, exchange and refund, we will send the package to you. Your return will take about 10-14 working days. Considering peak periods (such as holidays or discount periods), it may take longer working days. After processing the return, you will receive an exchange/return confirmation email.
Size
Please leave a message on order within seven days after the parcel is received, and ask the customer service staff for assistance. In order to speed up the operation, we use self-service returns and exchanges. We use FamilyMart to send the goods back after they are packaged completely, and the buyer bears the cost.
Out of stock
If the goods are out of stock, the customer service will send a notification first, and the remaining products will be shipped as usual. The payment for out-of-stock items will be refunded to your personal bank account, and we will assist in the refund within seven days.
Refund
If you need a refund, we will directly handle the online refund for you. We will give you a full refund according to the payment method you used, and the return fee will be deducted from the original payment (NT$80). When we receive the return package, we will confirm the returned product. After confirming that the goods are correct, we will complete the refund process within about 7-14 working days.
If the product is returned due to personal factors, the new customer shopping gold and event gift shopping gold will no longer be refunded. After returning the goods, if the discount threshold is not reached, the reserved goods will be restored to the original price. If the return does not reach the current full discount and event, the discount will be automatically cancelled. When the return does not reach the free shipping threshold, NT$80 will be deducted from the refund.
Please note: If a refund is made to a non-SinoPac bank account, a NT$15 handling fee will be deducted from the refund amount.
Please read the above instructions carefully before purchasing. Once you purchase, you agree to the store rules.
