FAQ for Shopping

Shopping and Checkout

1. Log in/Register as a Member & Browse and add your favorite item into shopping cart
2. To checkout, click on the shopping cart icon in the top right corner of the page to view the items you've selected.
3. Once you've confirmed the items you want & the shipping method, click the "Checkout" button on the cart page.
4. Once you've filled in all the necessary information, click "Submit Order" 
5. Order has been successfully placed.

No. When you add products to the cart, they are not reserved. ROBINMAY website does not currently offer a reservation feature, and the system does not hold the items you added to the shopping cart. If you don't complete the checkout before the products sell out, you won't be able to place an order.

Due to photographic lighting and different devices used to view the displayed product, the colour you see may vary slightly from the actual color of the product. Similarly, other slight variations may occur between the product displayed and the actual product.At Robinmay we do everything possible to ensure that our photos are as life-like as possible. Even so, we cannot guarantee that the colors you see accurately portray the true colors of the products.

There could be several reasons for this issue:

1. The product you selected is out of stock.
2. There may be a network issue in your area.
3. Your email or phone may be on our blacklist due to violations of ROBINMAY's ordering and return policies.
   

Please check either your chosen items are in stock or your network operates well when errors above occur.
 

If everything seems to be in order and you still can't place your purchase, please take a screenshot of the complete checkout page, including the error message. Also, provide information about the items you wish to purchase. You can then contact our online customer support through the chatbox in the bottom right corner of our website or on ROBINMAY's Facebook page. This will help us assist you more accurately in resolving the issue.

ROBINMAY official provides the payment method as below :

※Accepted credit cards are Visa, MasterCard, JCB, and UnionPay

ROBINMAY does support the '7-Eleven / FamilyMart Convenience Store Cash on Delivery' payment method forTaiwan domestic shipping. However, we currently do not support cash on delivery for home delivery.

Unfortunately, ROBINMAY's official website currently does not support any form of 'installment payments.'

ROBINMAY official provides the shipping method as below :

You will receive an order confirmation email sent by our system to the email address you provide to us in 10 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 the spam folder, please try the solutions below：Log in to "My Account" on Robinmay official and navigate to the "Orders" section to view your order details.
 

For further confirmation, please reach out to our online customer support via the chatbox located at the bottom right corner of our website or through ROBINMAY's Facebook page. Kindly include the email address and mobile number associated with your order in your message. This will enable us to provide more precise assistance in verifying your order status.

Orders

If you are an existing member of ROBINMAY, simply log in to "My Account" on Robinmay official and navigate to the "Orders" section to view your order details

After an order has been placed, modifications can only be made while the order status is 'Being Processed.'

You can request changes by messaging our customer service team via ROBINMAY's Facebook page, during our working hours from Monday to Friday, 09:00 - 16:00 (GMT+8).

We can assist with the following changes:

• Changing to the same item in a different color
• Modifying the delivery address
• Selecting a different pickup location at a convenience store
• Updating recipient's name and contact information
   

Please be aware that we can only accommodate the changes mentioned above, and no further modifications can be made. including for overseas orders.

※To expedite your request for modification, kindly provide your 'Order Number' and the 'Email Address' used during your order placement to our online customer service. We will conduct an internal review to determine if the requests align with ROBINMAY's policy and then respond to you through our online customer service

Once your order is canceled, the refund will be credited back to your credit card. Please note that customers are responsible for any related expenses incurred, such as bank charges or exchange rate losses. Refunds may take several days to appear on your credit card, depending on your credit card company's processing times.

To expedite your request for cancellation, kindly provide your 'Order Number' and the 'Email Address' used during your order placement to our online customer service. We will conduct an internal review to determine if the requests align with ROBINMAY's policy and then respond to you through our online customer service. Please note our Customer team's decision will be final on all matters and disputes related to the issue requested.

1. All purchases made at Robinmay official site will include the brand shopping bag, an authenticity card, a protective dust bag, and the shipping package box.*Men's and Nylon collections do not have shipping boxes. Only wallet products are packaged in a box (some nylon wallets/coin purses do not have boxes).
2. The shipping package box primarily serves as protective packaging for the product during shipment. While every effort is made to minimize impact during transit, we cannot guarantee that the product will be completely free from any minor handling dents. We appreciate your understanding if the packaging incurs slight pressure marks.
3. For overseas deliveries, we do not provide exclusive packaging boxes.
4. Collaborative products will include their respective exclusive collaboration packaging (as indicated on the product page). 
5. Paper bags are not provided with official website orders.
6. During limited-time promotional events, the packaging may be subject to special conditions as specified by the promotion.
7. When initiating a return, to safeguard your shopping rights, please ensure the product packaging and its contents remain intact.
8. Additional packaging is not provided for bundle products, straps, or accessories. 
9. Products within the same order will be shipped together in a single package or box.

In order to protect your consumer rights, we recommend recording a video while unboxing the product. Please carefully inspect the items in the package according to the packing slip to ensure that there are no shortages. If you find any shortages, please contact our online customer service via the "…" button in the lower right corner of our official website or Facebook, providing your order number, email address, and the unboxing video. This will help us to resolve the issue quickly and accurately.

There are several possible reasons for the cancellation of your order, including:

1. Payment failure
2. Inclusion of out-of-stock items
3. Abnormal delivery method
4. Incomplete recipient information 

If you encounter any of the above situations, please feel free to submit your order inquiry through the chatbox in the lower right corner of our official website or via ROBINMAY' Facebook page. Please note our Customer team's decision will be final on all matters and disputes related to the issue requested.

E-Invoices (Taiwan Only)

In an effort to promote environmental sustainability, ROBINMAY offers e-invoices as an option to customers. You can choose to store these e-invoices using the 'Membership Carrier,' 'Mobile Barcode Carrier,' 'Citizen Digital Certificate Carrier,' or 'Invoice Donation Carrier'.

E-invoices are generated immediately upon order confirmation, with a notification sent to the email address you provided during the order placement. Customers can also access their transaction records on the E-invoice Platform, Ministry of Finance.

For business customers, we provide Business Invoice. During the checkout process, navigate to 'Ask for Invoices' > 'Invoice Options,' select 'Business Invoice,' and provide the required details, such as the uniform serial number and the full company name. Customers can then print the triplicate e-invoices from the email address  provided during order placement.

Please contact our online customer service via the chat box in the lower right corner of our official website for further assistance.

Certainly. Simply navigate to "Ask for Invoices" > "Invoice Options," and choose "Invoice Donation" to select an institution or organization as the recipient of your invoice. It's important to note that, in compliance with regulations, once the donation invoices are issued, they cannot be modified to change the recipient institution. Furthermore, if a return is requested, the donated invoices will become void.

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 Ministry of Finance's E-Invoice Platform offers an automated prize checking service immediately following the uniform invoice lottery draw on the 25th of every odd month (excluding nullified invoices). Prize winners can claim their rewards starting 10 days after the lottery results are announced.

If customers select 'Cloud Invoices' when placing their orders, they will receive email notifications in the event of winning the lottery. Winners can visit any designated convenience store to print the electronic uniform invoice for their lottery prize. (Customers can follow the instructions provided in the notification email to claim the prize at the designated convenience store).

We are not liable for disqualification from claiming the prize due to the negligence of members (e.g., failure to print the invoice on time). Winners can print out the invoice on the E-Invoice Platform or KIOSK (e.g., ibon) to claim the prize if they have a consolidated account with a common carrier (mobile barcode carrier/citizen digital certificate carrier).

When you select "Invoice donation"at checkout, according to Tai-Finance-Collection No.1070001765, Ministry of Finance , Article 22 of"Directions for the Implementation of Electronic Uniform Invoices Operations", 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 claim the prize.

All ROBINMAY invoices are automatically generated by the system, and the item names and amounts correspond to the order details. As a result, we regret that we cannot accommodate requests to specify the date, item name, or amount. If you require multiple invoices for different items, kindly place separate orders accordingly.