After-Sales Service
Return process
Return Application
▪︎ The Studio Doe official website provides a 7-day appreciation period (not a trial period). If you need to return an item due to personal reasons or a product defect, please apply on the official website through Order History > Shipped within the 7-day appreciation period. Each order is eligible for one free-shipping return service.
▪︎ Items sent back without applying within the appreciation period cannot be accepted, and you will need to pay the NT$100 reshipping fee.
Return Notes
▪︎ To speed up processing, orders currently provide return service only. If you need a different size or color, please return the item within the 7-day appreciation period and place a new order. Returns can be arranged by home pickup or 7-11 return service. Please pack different orders separately.
▪︎ For refunds by bank transfer, a bank handling fee will be deducted from the refund amount.
▪︎ If a partial return causes the order to fall below the free shipping, campaign, or promo code threshold, the difference will be deducted from the refund. For full-order returns, the original shipping fee (NT$100) must be borne by the customer. If the gift threshold is no longer met, gifts must be returned together; unreturned gifts will be deducted at their original price.
▪︎ Products must remain complete and brand new, including zipper bags, tags, and gifts. Shoes must be returned with the shoe box and all accessories, and properly packed in an outer carton. If the product or packaging is incomplete, a handling fee may be charged and STUDIO DOE reserves the right to reject the return.
Return methods
1. Home Pickup Return Process
▪︎ Pickup is expected to be completed within about 7 days.
▪︎ Please place the original order statement inside the package and pack it properly.
▪︎ Please mark the outer box with: Studio Doe Return.
▪︎ The logistics company will call before pickup to confirm a convenient pickup time.
2. 7-11 Return Service Process
▪︎ The return code will be sent by SMS to the mobile number entered on your order.
▪︎ After receiving the return code, please complete the return at 7-11 using ibon within 3 days, including the application day.
▪︎ If you do not receive the SMS return code within 3 minutes after applying, please contact official LINE customer service.
* For operating steps and packaging rules, please refer to 7-11 return service.
* Expired return codes become invalid and cannot be reissued.
* Some larger shoes and bags cannot use the return service. Please use home pickup instead.
Items and situations that cannot be returned
▪︎ The 7-day appreciation period has passed.
▪︎ Personal hygiene items: close-fitting clothing (underwear, sleepwear, socks, swimwear, items with bras) and accessories (earrings, necklaces, rings, bracelets, etc.) cannot be returned.
▪︎ Signs of use: perfume or smoke odor, foundation stains, removed tags, washed items, scratched accessories, etc.
▪︎ Shoe restrictions: shoes with sole wear, stains, creases, or missing/damaged boxes or accessories cannot be returned. Please do not paste labels or write on the shoe box.
▪︎ Packaging method: Please package returned items in a bag or outer packaging. Do not send back an exposed shoe box. Damaged shoe boxes cannot be accepted.
▪︎ Unboxing video: To protect your rights, wrong items, missing items, or defects require a complete unedited unboxing video before the package is opened as the basis for acceptance.
Defect handling notes
▪︎ If you receive a defective item, please provide the order number, clear photos of the defect, and a brief description, then contact LINE customer service for assistance.
Not Considered Defects
The following conditions are product characteristics and are not considered defects:
- Size variance: Manual flat measurement within +/- 2cm is normal.
- Color difference: Slight color differences may occur due to screen display or batch washing differences.
- Manufacturing marks: Loose threads, slight missed stitches, unopened buttonholes, pressure marks, mixed threads, excess glue or glue residue, and other minor production marks.
- Fabric odor: New items may have an odor from fabric or dye. It will gradually fade after ventilation or washing, such as denim.
- Denim items: Batch washing differences and slight differences in distressed areas are normal.
- Genuine leather bags: Due to leather characteristics, color variation, natural grain, vintage marks, pressure marks, material odor, small spots or scratches within 3cm, minor loose threads, and slightly dry zippers are all within internationally accepted inspection standards.
- Shoes: Small spots within 2-3cm, pressure marks, slight scuffs, glue residue or overflow, and differences in sole color or shape are normal production phenomena.
- Silver accessory size variance: A reasonable variance of 0.5-1cm may occur due to different measurement methods.
What is the refund process?
Refund Methods
- Brand store credit: No minimum spend, can be used in multiple transactions, and has no expiration date.
- Refund to original payment method:
▪︎ After the item is collected and confirmed, the refund will be completed in about 14-21 business days.
Exchange information
Please refer to the following methods based on the current stage of your order:
1. Before Shipment
▪︎ Within 4 hours after payment: You may apply for an exchange yourself. Please go to the official website Order History > Paid
- Open the order and click Exchange Request
Follow the instructions to complete the process.
▪︎ After 4 hours: If the order is still Preparing, you may contact official LINE customer service and our team will help confirm.
2. After Shipment (Packing / Received)
▪︎ To improve the overall shopping process, orders currently provide return service only. If you need a different size or color, please return the item within the 7-day appreciation period and place a new order.
