FAQ for Shopping

Shopping and Checkout

We’re sorry the answer to this is NO, your chosen item won’t be reserved although it is already in the shopping cart, for there is no reservation function in ROBINMAY’s system for now. Therefore, customers might fail to purchase chosen items placed in cart which are no longer in stock.

所有商品圖片皆為實品拍攝，由於電腦螢幕色差、拍攝光線等因素，照片與實品會略有差別，商品以實品為準。

The explanations for this might be as the followings：

1. Your chosen items are sold out.
2. There is an abnormal network issue in your area.
3. Your email or cellphone number is blacklisted due to against ROBINMAY’s order & return policy.

Please check either your chosen items are in stock or your network operates well when errors above occurs. Once the abnormal situation remains and you’re unable to place the order, take a screenshot the picture you see, together with your chosen items information, then contact our online customer service via " … " in the lower right of our official website to help you clarify the issues accurately.

When shopping on ROBINMAY official website, we provide the payment methods as below：

1. Credit card：Including VISA、Master、JCB、UnionPay Card.
2. LINE Pay、iPASS MONEY(Taiwan only).
3. 7-11/FamilyMart：Payment upon pickup(Taiwan only).
4. ATM transfer (Taiwan only).

"7-11/FamilyMart: Payment upon pickup" service is an alternative for customers in Taiwan. ROBINMAY does not offer COD service to other regions for now.

Unfortunately, we do not provide installment payment right now.

ROBINMAY provides the following delivery options：

1. 7-11/FamilyMart In-store pickup (Taiwan only).
2. HCT Logistics (Taiwan only).
3. Hong Kong delivery partners, Smart Locker, S.F. Express, convenience stores/logistic stations.
4. Singapore, Malaysia, Japan, Thailand delivery partners.

Please refer to FAQ for Delivery for more details.

You will receive an order confirmation email sent by our system to the email address you provide to us in ten minutes after placing orders.

If you do not receive the email stated above in ten minutes and are sure that the email does not go to spam folder, please try the solutions below：

• Log in "My Account" to browse your ordering record.
• Contact our online customer service via " … " in the lower right of our official website, provide your email address and cellphone number you leave with orders placed to track your order status efficiently.

Orders

Below are several methods with which you can check your ordering record and details：

• If you are already a member of ROBINMAY, you can Log in "My Account" and head to "Orders" to check your order details.
• If you are not a member of ROBINMAY yet, you can check your previous email sent by ROBINMAY for order details.
• Please register as our member with the email you previously placed your order with, which will enable you to review your orders under "My Account".

Unfortunately, we are unable to accommodate all requests for amending orders(oversea orders included), what we list below are the requests acceptable to us:

• Color of item 
• Delivery address
• Choice of convenience store
• Recipient’s information

Regions of Taiwan

Orders can be amended only when the "Order status" stays "Open". Please contact our customer service via " … " in the lower right of our official website during Mon. to Fri., 09:00-16:00(GMT+8) for further assistance. 

Oversea Orders(Taiwan excluded)

Orders are shipped from Taiwan. Orders can be amended only when the  "Order status" stays "Open" and amendment requests are only related to the delivery address, recipient’s information. Please contact our customer service via " … " in the lower right of our official website during Mon. to Fri., 09:00-16:00(GMT+8) for further assistance.

*Please provide your "order no." and "email address provided by you when placing order" to our online customer service to expedite your amendment requests. We’ll review internally to see if requests are acceptable according to ROBINMAY’s policy, then reply to you by our online customer service.

We respect customers deliberation on cancelling orders, as long as the "Order status" stays "Open". Please contact our customer service via " … " in the lower right of our official website during Mon. to Fri., 09:00-16:00(GMT+8) for further assistance.

*Please provide your "order no." and "email address provided by you when placing order" to our online customer service to expedite your amendment requests. We’ll review internally to see if requests are acceptable according to ROBINMAY’s policy, then reply to you by our online customer service.

Oversea Orders(Taiwan excluded)

We respect customers deliberation on cancelling orders, as long as the "Order status" stays "Open". Please contact our customer service via " … " in the lower right of our official website during Mon. to Fri., 09:00-16:00(GMT+8) for further assistance.

Once your order is cancelled, the refund will be back on your credit card. Customers are responsible for related expenses caused, such as bank charges, loss on exchange etc. Refunds can take several days to show on your credit card, depending on your credit card company.

Taiwan Only

1. For Ella collection, there are exclusive box, dust bag, thank-you note, authentication card in packaging.
2. For On-trend, Hipsters, Nylon collection, there are branded box, dust bag, delivery plastic bag, authentication card in packaging.
3. For Men’s collection, only wallet items are packed with boxes, while others are with dust bag and delivery plastic bag.
4. For collaboration items, includes each exclusive bags.
5. There are no paper bags offered for online orders.
6. Items must remain “unused” and be in its original condition and packaging when applying for returns.

Oversea Orders(Taiwan excluded)

Please be understand that we’ve been making effort to protect items purchased online as possible as we can, thus all of them are packed with boxes, which is not a guarantee that there will be no damage occurred in the process of delivery.

To protect your consumer right, to videotape while unboxing will be considered as a requirement. Please examine if there is any shortage of the item according to the document in the parcel.

If there is any, contact our online customer service via " … " in the lower right of our official website or FB, together with the unboxing video, "order no." and "email address provided by you when placing order" , to help you clarify the issues accurately.

E-Invoices (Taiwan Only)

To be responsible for the environment, ROBINMAY provides an option of e-invoices to customers. Customers can save e-invoices on "Membership carrier", "Mobile barcode carrier", "Citizen digital certificate carrier" or "Invoice donation carrier".

E-invoices will be issued as soon as the order is confirmed, and a notification regarding this will automatically send to "the email provided by you when orders were placed". Also, customers can review their transaction records on E-invoice Platform, Ministry of Finance.

We also issue required invoices for business customers. In the process of checkout, go to "Ask for Invoices" > "Invoice options", pick "Business invoice" and fill out related information required like uniform serial  number and full company name. Customers can print out the triplicate e-invoices from the email provided by you when orders were placed.

Please contact our online customer service via " … " in the lower right of our official website for further assistance.

Yes, you may. Just go to "Ask for Invoices" > "Invoice options", pick "Invoice donation" to select an institution/organization to receive your invoice. In addition, according to regulation, once the invoices for donation are issued, customers are unable to ask to replace the donated institution with one another.

Also, the donated invoices will be nullified as long as there is a return requirement.

According to Tai-Finance-Collection No.1070001765, Ministry of Finance , Article 22 of "Directions for the Implementation of Electronic Uniform Invoices Operations", if the recipient of donation wins the lottery, once every two months and before the uniform invoice lottery draw date, the E-Invoice Platform shall provide each organization or institution that receives invoices with detailed information of cloud invoices donated to it by purchasers during the current period. The E-Invoice Platform shall check the lottery results after the draw and, in cases which organizations or institutions that received invoices have won, notify them to collect the prize.

According to Regulations Governing the Use of Uniforms Invoices, the winner has to provide the original certification copy of electronic uniform invoices to claim the prize.

"The E-Invoice Platform" of Ministry of Finance provides the service of automatic prize checking right after the uniform invoice lottery draw date on the 25th of every odd month(nullified invoices are excluded). The winner can claim the prize 10 days after the announcement of the lottery result.

• If customers choose "Cloud Invoices" when placing orders, notification will be sent by emails as long as customers win the lottery. The winner can go to any given convenience store to print out the lottery prize winning electronic uniform invoice. (Customers can follow the steps stated in the notification email to claim the prize in given convenience store).
• We are not responsible for disqualification for claiming the prize caused by members’ neglect. (e.g. Do not print out the invoice in time). The winner can print out the invoice on The E-Invoice Platform or KIOSK(e.g. ibon) to claim the prize if he/she has consolidated account to common carrier(mobile barcode carrier/ citizen digital certificate carrier).

All ROBINMAY’s invoices are automatically issued by the system, and the item names and the amount are generated from and consistent with the order.

Therefore, please be understand that we’re unable to meet your requirement to specify the date, item name or amount. In addition, please place the order separately according to the items if you need multiple invoices.