FAQ
Orders and Shipping
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After the order is established, how to track the progress of the order?
Please log in as a member and confirm the latest status of your order in [Transaction Inquiry].
- After the order is placed, can the order products and quantity be changed?
Please re-place the correct order and send a private message to customer service to cancel the old order. If the order has been "shipped", it cannot be canceled.
- Please tell me the delivery time of the order?
Spot products will be shipped within 3 days (excluding holidays). In case of special circumstances, the shipping days will be extended. Pre-ordered products will be shipped according to the announced date.
- If I choose 7-11 delivery, can I temporarily change the delivery store?
If the order status is "Transaction Processing", you can send a private message to customer service to modify it. Once the order status is updated, it cannot be changed.
- Is there any overseas delivery?
Yes, currently shipping to multiple countries and regions.
- What logistics are used for overseas delivery?
Overseas areas use SF Express, and some areas such as Malaysia and Singapore use ACS Worldwide Express.
- What should I do if the size I want is not shown on the website?
If you cannot select the size you want, it means it is sold out. Please choose another style or contact customer service.
- How do I know immediately when out-of-stock items will be restocked?
You can click the "Notify me when goods arrive" button and confirm that the member account has checked "Receive e-newsletters". A MAIL notification will be sent when the product is replenished.
- What is the time for supermarket pickup and return?
The pickup period for FamilyMart, Lairfu, and OK is six days, and the pickup period for 7-11 is seven days. If items are not picked up after the deadline, they will be returned.
Returns, exchanges and after-sales
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Where is the return and exchange service form?
The return and exchange service form is attached behind the white order details inside the package.
- Can I exchange the product for a different product?
Only different sizes or colors of the same product can be exchanged. Other products need to be returned and repurchased.
- Under what circumstances cannot a return or exchange be made?
Please refer to the "After-Sales Service" page of the official website.
Payment and customer service
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Can I use cards other than Cathay Pacific?
Yes, payment by Visa or MasterCard is accepted, no bank restrictions.
- Why can't I swipe my card?
Please confirm that the card has been enabled for third-party verification and international shopping, or confirm whether the card limit has reached the upper limit.
- Does AROAK have an invoice?
Stores use electronic invoices uniformly, and winning invoices will be contacted and mailed by customer service.
- Didn't get a reply within customer service hours?
Online customer service will reply in the order of messages to avoid repeated messages. If there is no reply for more than 2 days, it is recommended to call customer service.
Product care suggestions
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How to find the right size?
You can refer to the size chart provided by the store, or use the "AI intelligent quick size selection" function.
- Washing advice?
It is recommended to avoid using softener and put the clothes in a laundry bag for machine washing, washing dark and light clothes separately (see the washing instructions page for details)
- Can the product be dried?
High-temperature drying is not recommended. Low-temperature drying can avoid damaging the fibers.
Promotions and VIP
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How to become a VIP?
Please read the "Members and VIP" page on the official website for details.
- When will there be discounts, product restocks or new products on the shelves?
Information about store activities will be posted on official social platforms such as IG and FB, so please pay attention.