FAQ

Q1: What are your scarves made of? 

Our scarves are made from 100% mulberry silk with a double-sided design. Each piece features hand-painted watercolor artwork reproduced through digital printing technology, delivering rich, delicate colors with a smooth and breathable feel.

Q2: How do I care for a silk scarf?

 Hand washing in cold water is recommended.

  • Use a neutral detergent
  • Avoid bleach
  • Air dry and iron with a pressing cloth
  • Avoid prolonged sun exposure to maintain color

Click here to view: Silk Scarf Cleaning and Care Guide

Q3: Do you offer wholesale or bulk orders? 

We welcome wholesale and bulk order inquiries from retail stores and boutiques worldwide.

Wholesale sourcing is available globally, with direct sourcing options in Asia. We are also listed on the Peeba International Wholesale Platform.

For inquiries from anywhere in the world, please email us at ninahoillustration@gmail.com — we'd love to hear from you!

Q4: Which countries do you ship to? 

  • Taiwan: 3–5 business days (Post office / Home delivery / Convenience store pickup)
  • Asia (Japan, Singapore, Hong Kong): 6–7 business days
  • US / UK: 7–10 business days

Q5: Will I be charged customs duties or import taxes? 

For international orders, we ship on DDU (Delivered Duty Unpaid) terms. Customs duties and import taxes are not included in the checkout price and will be collected by your local customs authority upon delivery. We recommend checking your country's import regulations before placing an order.

For orders within Taiwan, no customs duties apply.

Q6: Will I need to pay customs duties upon delivery?

For international orders shipped outside Taiwan, customs duties, VAT, and import taxes are the responsibility of the recipient and will be collected by local customs upon delivery. These charges vary by country and are not included in your checkout total.

Click here to view: Shipping Policy

Q7: What is the minimum order amount for free shipping?

  • Taiwan orders: Free shipping on orders over NT$1,000
  • International orders: Free shipping on orders over USD $79

Q8: Can I track my order? 

Yes. All orders come with a tracking number. You will receive an email with tracking information after your order ships.

Q9: What payment methods are accepted?

We offer a variety of secure payment options, processed via Airwallex:

Credit and Debit Cards:

  • Visa, Mastercard, American Express, JCB

Digital Wallets:

  • Apple Pay, Google Pay, PayPal

Taiwan Local Payment:

  • LINE Pay

Currency:

  • Taiwan: New Taiwan Dollars (TWD)
  • International: USD, JPY, EUR and more — switch your preferred currency from the menu at the bottom of the page

Note: ATM transfers and cash-on-delivery are not currently available. All transactions are encrypted and processed securely.

Q10: Can I return or exchange an item? 

Yes. We offer a guaranteed appreciation period:

  • Taiwan orders: 7-day appreciation period (starting from the date of receipt)
  • EU orders: 14-day inspection period (in compliance with EU consumer rights law)
  • Other international orders: 14-day inspection period

Click here to view: Returns, Exchanges and Refunds Policy

Q11: Who will bear the return shipping costs? Will customs duties be refunded?

  • Defective or wrongly shipped goods: We will cover the full shipping cost.
  • Returns due to personal reasons: Shipping costs are borne by the customer.

Click here to view: Returns, Exchanges and Refunds Policy

Q12: Can I see the products in a physical store? 

Yes, you are welcome to visit our physical store in Taiwan:

FRAME Collection Store No. 362, Section 3, Fuxing Road, South District, Taichung City 402001, Taiwan (Located inside the Taichung Cultural and Creative Industries Park - Fifth Winery / Discovery Center)

Business hours: Wednesday to Sunday, 10:00 AM - 6:30 PM (Taiwan Time, UTC+8)

Please note: The in-store selection is currently limited to our Garden Shopping Bag and Cosmetic Bag series. Our full silk scarf collection is available exclusively online.

Q13: Do you provide gift wrapping services? 

All scarf items come in beautiful gift boxes, perfect for gifting. For other items, please specify your gift wrapping needs in the checkout notes or contact us directly.

Q14: Can my order be sent to a different address?

Yes. Please fill in the recipient's information in the "Shipping Address" field at checkout.

Q15: How can I contact you?

  • Email: ninahoillustration@gmail.com (recommended for international customers)
  • Telephone: +886 911309831
  • Official Line: @678hfmzv (available for customers in Taiwan, Japan, and Southeast Asia)
  • Business hours: Monday to Friday, 10:00 AM - 6:00 PM (GMT+8)

Q16: How long will it take to get a response? 

We usually respond within 1-2 business days. Response times may be slightly longer during peak periods or holidays. We appreciate your patience.

Q17: How can I get the latest news and promotions? 

Follow us on Instagram,Facebook, and Pinterest for the latest product launches and promotions.

For any other questions, feel free to contact us via email or Official Line — we are always happy to help!