Frequently Asked Questions

◉ Can I enjoy a seven-day hesitation period for purchases on TRACEY CHEN website?

Yes, you have the right to terminate the contract within the 7-day period after the arrival of the goods in accordance with Article 19 of the Consumer Protection Law. Please note that the hesitation period is not a trial period and is only for your evaluation of whether to purchase the goods.

If you actually use the product, it may affect your right to cancel the contract and refund. If in accordance with the law or contract, we will refund you, with the relevant handling fees borne by you.

◉ Can I enjoy a seven-day hesitation period for purchases on TRACEY CHEN website?

Yes, you have the right to terminate the contract within the 7-day period after the arrival of the goods in accordance with Article 19 of the Consumer Protection Law. Please note that the hesitation period is not a trial period and is only for your evaluation of whether to purchase the goods.

If you actually use the product, it may affect your right to cancel the contract and refund. If in accordance with the law or contract, we will refund you, with the relevant handling fees borne by you.

◉ Other shopping instructions

The product name, price, content, specification, model and other related information displayed on the product transaction page are all part of the contract between you and us.  You agree to place an order in accordance with the confirmation of the quantity and price of the product provided by us. 

Payment & Shipping

◉ Payment method

We provide payment methods of credit card, transferring and ATM remittance transfer, which can be used by all banks' VISA, MASTER, JCB, and UnionPay credit cards.

◉ 送貨方式

宅配：黑貓宅配（僅限台灣本島) 
超商：7-11便利商店取貨不付款（台灣本島、外島超商門市）
其他地區：順豐 / 中華郵政

◉ 出貨說明

下單後（不含訂購當天），約 3 個工作天寄出，不含例假日。
運送時間：出貨後黑貓約3-5個工作天，7-11約5-10個工作天。

配送時間為週一至週五 11:00 - 19:00，假日無安排配送。
若遇節慶假日或訂單較多及不可抗力天災因素，則可能延遲出貨。
欲選「宅配」運送：實際配送狀況將依照宅配公司而定。
欲選「超商」運送：請留意到貨簡訊並於到貨之後 5 天內取貨請勿無故未取；如造成運費損失將由顧客自行吸收。

◉ Is cash on delivery available?

TRACEY CHEN does not provide cash on delivery. If you require a cash on delivery service, you can go to the MOMO store of TRACEY CHEN or go to TRACEY CHEN store.

◉ Is the whole website free of shipping?

We provided free shipping for purchase of NT$8,000 or more within Taiwan (including Penghu, Kinmen, and Matsu), and a shipping fee of NT$130 will be required for purchase less than NT$8,000. 

◉ Is there an oversea shipping service? 

Yes, the shipping fee within Asia is NT$450, and the shipping fee to Oceania, Europe, and America is NT$790. If you have any questions, please contact us at: service@traceychen.com

Return & Exchange

◉ In addition to the seven-day hesitation period for online shopping, what else should I pay attention to?

Online orders provide a seven-day hesitation period (except for international orders and customized products).

Before the goods are shipped, they are carefully inspected.  When receiving the goods, please be sure to open the box for inspection. If the package is obviously damaged, missing parts, or wrong items. please take pictures, contact us and return them directly.

If you need to process a return or exchange due to human-made product defects, please submit a return and exchange application to the customer service within seven days upon the receiving of the product (pay the relevant freight or go to the brand sales point for return and exchange), and the customer service will contact you within five days.  Please do not return the goods without informing us by yourself. If you do not contact the customer service and return the goods by yourself, we will not be responsible for any loss due to the inability to identify the reason for the return.

When returning or exchanging the goods, the product must be usable and maintain the integrity of the body, the original internal and external packaging, gifts, and all accompanying documents. Do not miss any part or damage the original box. If the product is damaged and cannot be repackaged and sold, it will be charged or refused to be returned. If the returned good is incomplete of accessories, the relevant price will be deducted or the return will be refused.

After the customer service receives the merchandise and checks that it is correct, please provide the complete refund account information, we will refund to your designated account or provide a free exchange.

◉ Scope of return

* Taiwan: According to the "Consumer Protection Law" (hereinafter referred to as the Consumer Protection Law), consumers have the right to a seven-day hesitation period (including official holidays) when the goods arrive. The histation period is a "consideration period" and not a "trial period" .

* Overseas regions: The return policy during the hesitation period is not applicable for the overseas regions.  If you have any product problems, please email us and we will deal with the related problems as soon as possible.

* In the event of any of the following situations, unpacking, cutting the label, using, or making the product lack of completeness, the product cannot be returned.

* According to the seven-day hesitation period stipulated by the Consumer Protection Law, the two terms [hesitation] and [trial] are defined and confirmed as non-synonyms. 【Hesitation】means the meaning of appraisal and appreciation, which is purely an act of examining the appearance of an object, without the act of operating on the object itself. [Trial] means the act of operating on the object itself occur. This line includes destructive and non-destructive testing and use, and similar product quality verification actions. In order to protect the rights and interests of buyers and sellers, the Consumer Protection Law uses an appreciation method to distinguish whether the sales relationship is established. If it is for appreciation, the product should not be used, and it is still protected by the Consumer Protection Law; if it is used for unpacking, the buyer relationship is established. , It is not protected by the Consumer Protection Law, and must be implemented in accordance with the relevant laws and regulations on the defects of the civil law, not an unconditional return.

* Jewelry group-purchased products are valuable products with special discount prices. Seven-day hesitation period is not accepted. Please pay attention before placing an order.

◉ Can products purchased at the store be returned or exchanged?

No, purchase or pick-up at the brand-related store will not be accepted for any return or exchange.