After-sales service
Return and exchange policy
1. AROAK only provides one return or one exchange service within the seven-day appreciation period. (Second replacement is not accepted)
2. In accordance with the provisions of the Consumer Protection Law, there is a seven-day appreciation period (not a seven-day trial period) from the day you receive the product, and only buyers are provided to inspect and try on the product. It means that if the returned product is in complete condition, has not been launched, the tag has not been cut, is only a set quantity, has no wearing activities, has no peculiar smell, and does not affect secondary sales, it will be returned within seven days (the day of receipt of the product is regarded as the first day). Return or exchange service is available once.
3. In order to protect each other's rights and interests, please be sure to record the entire unpacking process. If there are defects or dirt, the video will be based on the received video. Please be careful to avoid scratching the product with the blade. The video must clearly capture the "unopened state", "unpacking process", "product", "product details", etc.; any traces of editing will not be accepted.
4. Specifications for intimate clothing: Intimate clothing generally refers to products that come into contact with the skin and private parts of the human body. For example: sports bras, products containing breast pads, socks, protective gear, accessories and other personal products. If the product has no major defects, returns and exchanges will not be accepted after it has been opened.
5. Please check and try on the product immediately after receiving it. If there are any problems, we can quickly handle them for you. - Reminder - If the store receives the returned or exchanged goods and determines that the goods have been drained, used, smell of perfume, have a strange smell, are crumpled into a ball, or are damaged, AROAK has the right to return the goods and refuse to provide return or exchange services. Please note that . ※Please do not cut the label first. If the label has been cut, we will not accept any return or exchange service! !
Return Instructions
- ARORK will bear the return shipping costs for buyers within the seven-day appreciation period (the day they receive the goods is deemed the first day). (domestic only)
- The return code can only be sent once. An expired code is equivalent to exceeding the appreciation period and will not be reissued, which means that the return service cannot be processed. Please be aware of the buyer.
- Please provide photos/videos of the products to be returned so that online customer service can confirm the integrity of the products!
- If the returned order does not meet the event conditions, the discount will be recalculated, and the discounted price and additional purchases will be calculated based on the original price.
- If you are not eligible for the shipping discount due to the return of some goods (that is, when the total amount of the order after the return does not reach the free shipping threshold), AROAK will deduct the original free shipping of the order from the amount of the returned goods.
- When returning items, event gifts and invoices must be sent back together.
- To return a product, just send back the item you want to return.
- Returned goods must be sent back in their original condition. If there are missing parts or incomplete packaging, AROAK has the right to refuse the return application. Please use the original ziplock bag to send the clothes back, and reuse the outer packaging. Please do not transport the goods. The documents are directly pasted on the surface of the original ziplock packaging bag . During acceptance, the product stickers and contents of the zipper bag will be checked to see if they are correct. The outer packaging can be purchased at 7-11. Please do not use garbage bags or plastic bags for packaging. !
- Due to 7-11 operations, it will take 5-7 days to return to the logistics center (excluding holidays) . After AROAK receives your goods and completes the acceptance, a refund will be made within 7 working days (excluding holidays). The refund will be completed in SMS notifies you. (If there is a heavy logistics volume in the two weeks before and after festivals or promotions, the processing time may be extended)
- There is currently no in-person return service available.
Product return process
Please apply within 7 days of the product appreciation period. Call customer service at: (02) 8953-5186, or send a private message to the official FB, IG, or LINE ( please choose a private message to avoid affecting the reply ) and leave a message informing the orderer’s name, phone number, and the product to be returned. After entering the item number, color, size, call or leaving a message, the store will send a text message with a 7-11 return code to your mobile phone (must be completed within three days)
Please fill in your name, phone number, and refund account on the goods you want to return, the invoice, and the A5 return and exchange service form (the gifts must be sent back with the package). After the goods are received and accepted, the refund will be given to you within 7 working days. , a text message will be sent to the buyer after the refund is completed, thank you.
If you want to return an overseas order, please send a private message to the official FB, IG, or LINE ( please choose one of the private messages to avoid affecting the reply ), and leave a message informing the orderer's name, phone number, and the item number, color, and size of the product you want to return. Customer service will contact you after confirming the information. Provide return information and procedures. Please follow the instructions to return the goods. A refund will be arranged upon receipt of the goods. Thank you.
Exchange instructions
- AROAK only provides exchanges for products of the same style, different colors, and different sizes . If you want to exchange other styles of products, please return them and reorder.
- You need to pay the shipping fee of 110 yuan for the exchange, which will be collected by the 7-11 store clerk. You will be notified by mobile phone text message when the new exchange product is shipped.
- Please provide photos/videos of the products to be exchanged so that online customer service can confirm the integrity of the products!
- The return code can only be sent once . An expired code is equivalent to the expiration of the appreciation period and will not be reissued, which means that the exchange service cannot be processed. Please be aware of the buyer.
- Just send back the item you want to exchange, and be sure to go to the official website to confirm whether the item you want to exchange is in stock .
- Exchange items must be sent back in their original condition. If there are missing parts or incomplete packaging, AROAK has the right to refuse the return application. Please use the original zipper bag to send the clothes back, and reuse the outer packaging. Please do not put them in the original ziplock bag. The shipping documents are directly affixed to the surface of the original ziplock packaging bag . During acceptance, the product stickers and contents of the zipper bag will be checked to see if they are correct. The outer packaging can be purchased at 7-11. Please do not use garbage bags or plastic bags. Package!
- Since the exchange products are all shipped by 7-Eleven, those who order through home delivery or FamilyMart pick-up, please fill in the 7-11 store name/store number on the A5 return and exchange service form so that the exchange products can be shipped.
- Gifts are not exchangeable. If you send the gift back during exchange, it will be deemed as giving up the gift qualification, and no replacement will be allowed. Please note.
- Due to 7-11 operations, it will take 5-7 days to return to the logistics center (excluding holidays) . After receiving your goods, AROAK will complete the acceptance within 7-10 working days (excluding holidays). The completion of the acceptance will be arranged If you send the exchange product, you will be notified of the shipment via SMS.
- Exchange service is not accepted for orders from overseas areas.
- There is currently no open exchange service.
Product exchange process
■ Size and color replacement
- Please call or send a private message to the official FB, IG, or LINE during customer service hours (please choose a private message to avoid affecting the reply) and leave a message with the orderer’s name, phone number, and the item number, color, and size of the product you want to exchange, so as to speed up the exchange process. AROAK will Process it for you as soon as possible.
- The customer service staff will send a set of 7-11 return coupon code to your mobile phone text message. Please go to 7-11 to operate the I-bon machine, enter the return coupon code to print out the shipping slip, paste it on the package and hand it to the counter staff (please Overdue shipments within 3 days will not be accepted).
■ Product defects and mis-delivery AROAK is deeply sorry if there are product defects or mis-delivery. Please apply to customer service within seven days of receiving the goods. We have complete after-sales services and will handle the follow-up after-sales processing for you as soon as possible. Thank you. Please provide a video of the complete unpacking process, take photos of product defects or mis-shipped products, and send a private message to the official FB, IG, or LINE (please choose one private message to avoid affecting the reply). If it is confirmed that the product is defective or mis-sent, we will immediately We will help you with free shipping and exchange. The customer service staff will send you a set of 7-11 return codes to send back to you. Thank you.
Ps. Non-defect areas such as small threads, minimal defects, indentations, creases, and uncut buttonholes are all phenomena that occur when new products leave the factory. In this case, you only need to lightly cut them with a blade.
Non-defect definition
- Clothing threads and raw edges (length less than 0.5cm)
- Clothes creases
- The stitching inside the clothes is uneven (due to manual sewing, it cannot be guaranteed that the stitching is completely neat and uniform)
- Small stains (less than 0.2cm)
- Problems caused by washing methods, improper use, and personal wearing habits (situations caused by wear and tear of other foreign objects)
- The size error is within 1.5~2cm
- New product smells bad
- Printed products have some uneven printing and dyeing, offset printing spots, and color spots (less than 0.5 square centimeters)
- Due to different brands and graphics cards of each monitor, the light brightness of the shooting location, personal senses and cognition, the colors displayed on each monitor screen are definitely not 100% the same. Please refer to the actual product.
- Damage to the product due to prolonged use is not considered a defect.
■ The above are within the acceptable range according to international inspection standards.
Each AROAK product undergoes high-standard quality control before shipment. If unfortunately you receive a defective product, please contact us and we will help you evaluate whether the defect is caused by the production process and Follow the procedures to exchange or return goods for you.
After-sales maintenance service
- The product maintenance services provided by AROAK are part of the after-sales service, and the maintenance costs will depend on the specific project. We cannot promise to repair all types of faults, and the repair methods and results will depend on the actual situation. AROAK has the final right to decide whether to perform repairs or not.
- After receiving feedback on product defects, the production management department will be asked to evaluate and confirm whether it is a human factor or a product problem, and then respond and handle it for you.
- Sorry, AROAK currently cannot provide product size adjustment services, including length and width modifications.
- When performing repairs, AROAK will try to use materials similar to the original product or find the closest substitute. However, please note that we cannot fully guarantee that the material quality or appearance after repair will be exactly the same as the original, and there may be slight differences in appearance or feel.
- If product defects are caused by the manufacturing process or other force majeure factors, the related round-trip freight and repair costs will be borne by AROAK after review and confirmation by AROAK.
- Regarding repair services, all round-trip shipping costs need to be borne by the customer. Repairs usually take 14 to 30 working days starting from the next working day after receiving your consent to repair the goods (excluding shipping time).
- Again, please make sure the product is in clean, odor-free condition before sending it back for repair.
■ How to receive repairs
Please take photos and videos of the defect first, and send a private message to the official LINE, IG, or FB ( please choose one to send a private message to avoid affecting the reply ). The customer service staff will determine the defect based on the photos and videos you provided, and will send a message later7 -11 shipping code, please go to 7-11 supermarket and use IBON to send it back. After our company has received the goods and completed the repair, we will arrange for 7-11 supermarket to send it to you. Please be sure to leave the follow-up receipt information. 7-11 store name and store number, thank you .
■ AROAK Maintenance Project
LOGO/falling off-back pressure｜NTD$150-300
The seams are stretched and threads are coming off - sewing｜NTD$100-300
Zipper replacement｜NTD$250-500
(The above is a single time/single location fee)
※After the company's evaluation, we will notify you via message or phone whether the repair is possible and the repair cost. Repairs will be carried out only after receiving your consent. If the product cannot be repaired or you do not agree to repair, the product will be repaired with the help of our company. Logistics, the shipping fee is 110 yuan cash on delivery.
■ AROAK reserves the final right to make decisions on returns, exchanges and repairs, repair fees and changes to return and exchange rules.