Notice for Physical Product Purchases
⚠️ Please read carefully before placing an order.
Completing a purchase constitutes agreement to the following terms. ⚠️
1. Returns and Exchanges
• Pre-order Period: Full refunds are available for requests made before the pre-order deadline.
• After Pre-order Deadline:
- Standard Items: Only 30% of the total order amount will be refunded.
- Custom Items: Items with custom sizing (e.g., masks, T-shirts) cannot be returned or refunded after the deadline.
• Defective Items: If you receive a defective product, please provide photos and a description of the issue via private message to our Customer Service.
If the defect is confirmed to be our responsibility, we will arrange an exchange for you.
2. Failed Delivery
• Logistics Error (e.g., lost package, no tracking updates):
- You may choose "Free Reshipment" or a "Full Refund" (Note: Refunds apply to the product value only; shipping and transaction fees already incurred are non-refundable).
- Note: If the second delivery attempt fails due to reasons outside the store's control, no further reshipment or refund will be provided.
• Buyer Error (e.g., incorrect address, unclaimed package, recipient unknown):
- Reshipping: The buyer is responsible for the additional shipping fee for resending the item.
If the package is lost due to buyer error, the buyer shall bear the full cost of the order.
- Important Note: If the second delivery attempt also fails due to buyer-related factors, we will no longer offer reshipping or refunds.
3. Shipping Information Requirements
• Accuracy: Please ensure your name, phone number, and address are correct. For international orders outside of Taiwan, providing an English address is highly recommended for smoother logistics.
• Communication: If we are unable to ship due to missing information, we will notify you via Email. Please provide a valid email address that you check regularly.
• Unclaimed Orders: If there is no response or contact for 3 months from the date of shipment, the order will be considered abandoned. The items will no longer be reserved, and no refund will be issued.
4. Refund Process
• Refund Amount: Refunds will be processed minus any shipping costs and transaction fees already incurred.
• Processing Time: Refunds take approximately 7-10 working days once we receive your complete payment information.
5. Special Notes
• Limited/Pre-order Items: If an item is damaged or lost during delivery, we may be unable to resend the same item due to limited stock. In such cases, a refund will be issued instead.
• International Shipping: International logistics are complex. Please monitor local delivery notifications once the package reaches your country.
6. Official Contact Channels
• LINE (Priority)
• Email: delucatofficial@gmail.com
• QQmail: 1820715031@qq.com (Customers in Mainland China, please use QQ mail to avoid delivery issues.)