Merch FAQs

When will I get my order?

Usually, it takes 3–7 days to fulfill an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:
● Taiwan: 8—15 business days
● Hong Kong: 7—15 business days
● Malaysia: 6—10 business days
● USA: 6–10 business days
● Europe: 6–8 business days
● Australia: 2–14 business days
● Japan: 4–8 business days
● International: 10–20 business days

我什麼時候會收到我的訂單？

通常，訂單處理需要3-7天的時間，然後才會發貨。
運送時間取決於您的所在地，但可以估計如下：
● 台灣：8-15個工作日
● 香港：7-15個工作日
● 馬來西亞：6-10個工作日
● 美國：6-10個工作日
● 歐洲：6-8個工作日
● 澳大利亞：2-14個工作日
● 日本：4-8個工作日
● 國際：10-20個工作日

Where will my order ship from?

We are currently working with an on-demand order fulfillment company that is shipping from Spain.

我的訂單會從哪裡發貨？

我們目前與一家代發公司合作，從西班牙發貨。

Will I be charged customs for my order?

An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.

我的訂單會產生關稅嗎？

國際訂單可能會產生額外的關稅和稅費。這筆費用不在我們的控制範圍內，由您當地的海關評估。各國的海關政策差異很大，因此請直接與您當地的海關確認，了解是否對您的購物產品徵收關稅和稅費。

My order should be here by now, but I still don't have it. What should I do?

Before getting in touch with us, please help us out by doing the following:

● Check your shipping confirmation email for any mistakes in the delivery address
● Ask your local post office if they have your package
● Stop by your neighbors in case the courier left the package with them.

If the shipping address was correct, and the package wasn't left at the post office or at your neighbor’s, get in touch with us at info@susiewoo.com with your order number. If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.

我的訂單已到該到貨時間，但我仍未收到。我應該怎麼辦？

在與我們聯繫之前，請通過以下方式幫助我們：

● 檢查您的運送確認電子郵件，查看交貨地址是否有錯誤。
● 向您當地的郵局詢問是否有您的包裹。
● 與您的鄰居聯絡，看看快遞是否將包裹留給了他們。
如果運送地址正確，並且包裹未留在郵局或鄰居處，
請通過info@susiewoo.com與我們聯繫，提供您的訂單編號。
如果您在交貨地址上發現錯誤，我們可以向您發送替換訂單，但運費將由您承擔。

How do I track my order?

You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at info@susiewoo.com.

如何追蹤我的訂單？

在您的訂單發貨時，您將通過電子郵件收到一個追蹤鏈接。如果您對追蹤或運送有任何問題，請通過info@susiewoo.com與我們聯繫。

I received a wrong/damaged product, what should I do?

We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at info@susiewoo.com within a weeks' time with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!

我收到了錯誤/受損的產品，我該怎麼辦？

如果您訂購的產品損壞，我們為此感到非常抱歉。為了能夠迅速為您解決此問題，請在一周內通過info@susiewoo.com電子郵件與我們聯絡，附上損壞產品的照片、訂單號碼以及有關訂單的其他細節。我們將盡快回覆您的解決方案！

Do you offer refunds?

Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at info@susiewoo.com with photos of wrong/damaged items and we’ll sort that out for you. Returns Policy

我們提供退款嗎？

僅向收到錯誤物品或損壞物品的客戶提供退款。
如果這些情況之一適用於您，請通過info@susiewoo.com與我們聯繫，
附上錯誤/損壞物品的照片，我們將為您處理此事。不接受退換貨政策。

Can I exchange an item for a different size/color?

At this time, we don't offer exchanges. If you’re unsure which size would fit better, check out our sizing charts when you click on the product. Though rare, it's possible that an item you ordered was mislabelled. If that’s the case, please let us know at info@susiewoo.com within a week after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund!

我可以將一件物品換成不同的尺寸/顏色嗎？

目前我們不提供換貨服務。如果您不確定哪種尺寸更合適，您可以在點擊商品時查看我們的尺寸圖表。雖然罕見，但有可能您訂購的物品標籤貼錯。如果是這種情況，請在收到您的訂單後一周內通知我們，包括訂單號碼和貼錯標籤物品的照片，我們將為您發送新的物品或退款！