Shipping & Return

Welcome to Hiew (hereinafter referred to as "this Website" or "the Company".)

The Company aims to provide consumers with a quality shopping experience. In cases of improper behavior, such as repeatedly failing to pick up orders, malicious returns, or misrepresentation of product condition, the Company reserves the right to restrict transactions and suspend or terminate the membership account. In such cases, any membership benefits, including reward points or shopping credits, will not be refunded. We appreciate your understanding.

The Company's product selection is customized according to consumer requests and falls under the "Reasonable Exceptions to the Right to Cancel for Distance Transactions" as announced by the Executive Yuan on December 31, 2015. This is in accordance with Article 19, Paragraph 1 of the Consumer Protection Act, which stipulates that the seven-day appreciation period is not applicable. Please consider carefully before placing an order.

Return specifications (Taiwan region only)

To simplify and expedite the process of obtaining the correct product, the Company only provides return services and does not offer exchanges.

To protect the rights and interests of both parties, please ensure to record the entire unboxing process to confirm the completeness of the items. In cases of incorrect delivery, missing items, or defects, the "original, clear, and complete unboxing video" will be used as the basis. Definition of an original, clear, and complete unboxing video: the recording should start from the unopened condition of the outer packaging. Videos with fast-forwarding or noticeable editing will not be accepted, and the Company will not process returns.

Once the return has been requested and confirmed with customer service, please return the complete item within three days. The Company will not be able to assist with the return if it is delayed. Thank you for your understanding.

To avoid disputes, please thoroughly check the product and relevant benefit policies before requesting a return. If the order no longer qualifies for a discount after the return, the order will be recalculated without the discount, and the difference will be deducted from the refund amount.

If you wish to return a product, it must remain in its original condition, with the original packaging, accessories, and any included gifts, all unopened and in a resellable condition. All items, including the product to be returned, must be returned together. If the gifts or accessories are not returned, they will be charged at the original price and deducted from the refund amount. If the deduction is insufficient, the return cannot be processed, and the order will be sent back via cash on delivery (shipping costs will be borne by the customer).

Please package the item securely using a sealed bag or box for the return. Do not attach paper, write on the original shoe box or packaging, or send it without customer service approval. If the item is damaged, incomplete, or subject to any of the above conditions during transit, the Company will not process the return.

To request a return, please contact customer service within seven days of receiving the item, providing the order number, item(s) to be returned, reason for return, the original, clear, and complete unboxing video, and a clear photo of any defects. For defective items, one free return shipping service is provided within seven days of receipt. If the return request is not submitted to customer service within this period or if the item is returned without approval, the Company will not process it, and the customer will need to cover the cost of returning the item.

*If additional items need to be returned after the first return request within seven days, you will need to cover the shipping cost for the second return.

The seven-day period for defective products is calculated: This period is not a trial period; the product, original packaging, related gifts, and accessories must all remain unopened and in a resellable condition. The first day is counted from the day of receipt, regardless of whether it was received by the buyer, friends, family, or a concierge. Please be sure to take note.
Return process

  1. Confirm that the product meets the return policy requirements.

  2. Within seven days of receiving the item, contact customer service with the order number, items to be returned, reason for return, the original, clear, and complete unboxing video, and clear photos of any defects.

  3. Once customer service has confirmed your eligibility for a return, they will assist you with the return process and provide the shipping information. Please return the complete item within three days of receiving the shipping information.
    *The day the shipping information is provided counts as the first day.

  4. Once the Company receives the return package and confirms that the items inside are undamaged and in a resellable condition, the return and refund process will proceed according to the original payment method for the order. Thank you for your patience.
Refund related

The refund method will correspond to the original payment method used for the order. The Company offers two refund options:

Credit Card: Refund via online credit reversal

Non-Credit Card: Refund via bank transfer

The actual time for refund completion will depend on the bank's processing time. We appreciate your patience and understanding.
Non-defect definition

Product measurements are taken manually and may differ slightly from the actual product due to factors such as batch variations and materials, with a deviation within ±2cm considered normal.

Display colors may vary slightly across different computers, phones, and other electronic devices, so please consider this before purchasing.

Minor impressions, loose threads, mixed stitching, excess glue, residual glue, unopened buttons, and light thread unraveling are considered normal.

New products may initially have a scent from the original fabric or dye, which will gradually dissipate with ventilation or washing.

Reattachable buttons, reasonable asymmetry, products differing slightly from expectations, and special stitches (safety stitches/fixed pocket stitches) are all considered acceptable.

Due to varying wash levels, denim products may have slight color differences, and distressed areas may vary slightly between batches. This is within the normal range.

Footwear may have minor spots, impressions, scuffs, residual glue, or excess glue up to ±3cm due to manufacturing. The soles may also vary slightly in color or shape across different batches.

For bags, factors such as season, dye, and leather type may lead to variations in the bag’s appearance, color, and texture, which is normal. Leather grain, intentionally distressed vintage patterns, impressions, creases, material odor, and minor spots or scratches within ±3cm, as well as loose threads that can be trimmed and initially stiff zippers, fall within acceptable international inspection standards. These do not impact functionality or appearance and are not classified as defects.
Explanation of situations where returns cannot be made

Does not meet return criteria.

Seasonal clearance sale items.

Due to extended transport times and complicated cross-border refund processing for international orders, we are unable to offer return or exchange services to overseas members. We appreciate your understanding.

In accordance with Taiwan’s Consumer Protection Law, intimate apparel (including underwear, sleepwear, socks, swimwear, and items with bra padding) and accessories (such as earrings, ear posts, necklaces, rings, bracelets, and hair accessories) are classified as personal hygiene products. These items are therefore non-returnable and non-refundable to ensure hygiene and safety.

Missing original product, packaging, or associated items, such as accessories, dust bags, tags (including tag strings), and shoe boxes.

Failure to maintain the product's original, unused condition, including: residual non-product odors (such as perfume, body odor, or smoke), incomplete packaging, removed tags, signs of washing or wear, stains, damage, and traces of cosmetics or foreign substances, which affect the item’s resale value.
Notes on non-conformity returns

If the items in the returned package do not match the return details, the company will process the return based on the actual items received without further notification. Please double-check the items when initiating a return.

If personal belongings or items not sold by the company are included in the returned package, these will be returned via cash-on-delivery shipping (shipping costs will be your responsibility). The return will be scheduled within seven business days upon your agreement, with notification provided. If no response is received within three months of customer service notification, the items will be disposed of directly.

If the returned items are found to be non-compliant with the return policy, they will not be eligible for a return. All other compliant items in the package will proceed with the return process. Non-eligible items will be sent back to you via cash-on-delivery (shipping costs will be your responsibility), scheduled within seven business days upon your agreement, with notification provided. If no response is received within three months of customer service notification, the items will be disposed of directly.

One free return shipping service is provided within seven days of package receipt. If the refund amount does not meet the original order total, the difference will be deducted from the refund amount. Please do not include cash in return packages. If cash is received, customer service will notify you and return the amount via bank transfer (with a handling fee of NT$15 deducted). If the order amount cannot be deducted sufficiently, a refund will not be processed.

Confirming your purchase indicates agreement to all terms posted on this site. Please be aware that if you initiate unnecessary or malicious returns for personal reasons, the company reserves the right to terminate or suspend your shopping and service privileges, deny use of our services, and add your account to a restricted transactions list.
Supplementary instructions regarding returns

If, after a return, the quantity of items does not meet the requirements for a discount, the order will revert to the original pricing, and any balance due will need to be covered.

If the total amount of the order after the return no longer meets the threshold for a free gift, the free gift must be returned in an unused and unopened condition. Failure to return the gift will result in a deduction from the refund based on its original price. If the order amount cannot cover this deduction, the item will be sent back to you via cash-on-delivery (shipping cost to be paid by you).

Once the return request is confirmed, any loyalty points earned from refunded items will be revoked, while points earned on non-returned items will remain.

Only points used for refunded items will be re-credited to your account upon return confirmation; all other points will not be returned.

After confirming the return request, any discount benefits will be adjusted based on the final order amount post-return. Additionally, any used coupons will not be eligible for reissue.

For returns processed with a two-part invoice, you consent to allow the company to handle the "sales return or discount" notice through the Ministry of Finance’s e-Invoice platform.

For returns with a three-part invoice, the company will issue a credit note and notify you. You will need to download, print, and stamp the four-part credit note with the invoice stamp and return the first and second copies via registered mail for processing.