▼ What payment methods does the online store currently support?
- Convenience-store payment codes (7-ELEVEN, FamilyMart, Hi-Life, and OK Mart).
- Domestic and international credit cards (Visa, Mastercard, and JCB).
- Apple pay
▼ What shipping methods does the online store currently offer?
- Taiwan, including outlying islands: 7-ELEVEN or FamilyMart store pickup (payment is not collected on delivery), or home delivery.
- International Shipping: Our logistics partners arrange air transportation, with local carriers handling delivery in the destination country. For details, please refer to the International Shipping Methods & Policies page.
▼ How to check the order status?
- Guest customers: Find your order in your email and click the order link to view the details.
- Registered members: Click “My Account” to view your order details.
▼ How is the shipping fee calculated?
- Taiwan: NT$80 for convenience-store pickup; NT$120 for home delivery to Taiwan’s main island; NT$220 for home delivery to outlying islands.
- International destinations: Shipping fees vary according to weight. The fee displayed by the system is the actual fee.
- Special items may incur additional charges due to package dimensions. Please refer to the fee displayed by the system.
- Large orders: If an order contains many items and exceeds the carrier’s size or weight limits, the warehouse may require the order to be split into multiple parcels. Customer service will contact you regarding the additional shipping fee. The order can be shipped once the additional fee has been paid. Thank you for your understanding.
▼ How many days after completing the order will it be shipped? When will it be delivered?
- In-stock items: Please allow 14–21 business days from order placement to shipment.
- Project-based or made-to-order items: Production begins after the order period closes. Please allow approximately 2–3 months for production and shipment; refer to the timeline shown on the product page.
- Taiwan, including outlying islands: 2–3 business days after shipment, excluding weekends and public holidays.
- Hong Kong and Macau: 3–5 business days to the destination country/region after shipment, excluding weekends, public holidays, and local delivery time.
- Other international destinations: 7–10 business days to the destination country/region after shipment, excluding weekends, public holidays, and local delivery time.
Actual shipping dates may vary depending on the number of orders and shipment volume. We apologize for any inconvenience.
▼ Will I be notified when my parcel arrives?
For convenience-store pickup orders, an SMS pickup notification will be sent when the parcel arrives at the selected store.
▼ Can I cancel an order, add items, or change the quantity or size after placing it?
▼ Can I cancel an order, add items, or change the quantity or size after placing it?
- Once an order is placed, the item enters the production process. We cannot cancel or modify an order because an item was selected incorrectly. Please confirm that all order details are correct before completing payment.
- International Shipping for details, please refer to the 【International Shipping Methods & Policies page】
▼ When is customer service available?
- Customer service hours are Monday to Friday, 10:00 a.m.–6:00 p.m. Messages received on public holidays or weekends will be answered on the next business day.
- You can contact us at customer@ou-en.co, through the OU-EN Facebook page, or on Instagram by searching for ou_en_1111. Please provide your order number and member name so our customer service team can assist you.
- International Shipping Method is different ,for details please refer to the 【International Shipping Methods & Policies page】
