Refund policy

Returns and Refund Policy

We want you to be completely satisfied with every purchase. If you encounter any issues, we are here to help.

Return Eligibility and Timeframes

Before applying for a return, please ensure your items meet the following criteria:

  • Condition: Items must be in the same condition that you received them—unworn and unused.
  • Packaging: Items must include all original tags and packaging.
  • Proof of Purchase: A receipt, invoice, or order number is required.

Regional Return Windows:

  • Taiwan Orders: 7-day appreciation period (starting from the date of delivery).
  • EU Region: 14-day cooling-off period (in accordance with EU regulations).
  • Other International Orders: 14-day return guarantee for a worry-free shopping experience.

⚠️ Important: Please inspect your order upon receipt. If the item is defective, damaged, or if you receive the wrong item, please contact us within 7 days so that we can evaluate the issue and make it right.

How to Start a Return

Please do not send items back without prior approval; unauthorized returns will not be accepted.

  1. Contact Us: Email ninahoillustration@gmail.com with your Order Number and the Reason for Return.
  2. Receive Instructions: Once approved, we will provide a return shipping label and instructions on how and where to send your package.
  3. Ship the Item to:
  • Recipient: NINA HO ILLUSTRATION STUDIO
  • Address: 9F.-3, No. 119, Daguang St., Nantun Dist., Taichung City 408327, Taiwan
  • Phone: +886 911309831

Shipping Costs and Duties

  • Defective or Incorrect Items: We will cover all return shipping costs.
  • General Returns (Non-defective): The customer is responsible for the return shipping fees.

Non-Returnable Items

Certain types of items cannot be returned due to their nature or hygiene reasons:

  • Perishable goods: Such as food, flowers, or plants.
  • Custom products: Such as special orders or personalized items.
  • Personal care goods: Such as beauty products or intimate items.
  • Hazardous materials: Flammable liquids or gases.
  • Sale items: Products marked as "Sale" or "Final Sale."

Exchanges

To ensure you get what you want as quickly as possible, we do not offer direct exchanges. The fastest way to "exchange" an item is to:

  1. Follow the return process for the original item.
  2. Make a separate purchase for the new item.

Refund Process

  1. Inspection: We will notify you via email once we’ve received and inspected your return to let you know if the refund was approved.
  2. Approval: If approved, you’ll be automatically refunded on your original payment method within 10 business days.
  3. Processing Time: Please remember it can take some time for your bank or credit card company to process and post the refund.
  4. Support: If more than 15 business days have passed since we approved your return and you still have not received your refund, please contact us.

Contact Us

📩 ninahoillustration@gmail.com
We are happy to assist you with any questions!