FAQs

Member FAQs

How to become a member	Complete email account registration or directly log in using a third-party account to become a member.
Member Functions	After logging in, click on the "Member Center" icon in the upper right corner to access the following functions: Member Information, Order Viewing/Return Application, Coupon Details Inquiry, Favorite Products/Quick Add to Cart.
Member Benefits and Discounts	Creatage will irregularly hold member events, including spending offers, discount coupons, mystery gifts, etc.

Shopping FAQs

Shopping Process

01. Select the desired color, size, and quantity of the product, then click "ADD TO BAG" or "BUY NOW". 02. Click the "Shopping Cart" icon in the upper right corner. 03. Confirm the order items, select the delivery method and payment method. 04. After completing the checkout, you can check the order status in the Member Center. * Adding items to the shopping cart does not reserve inventory until checkout is complete; inventory allocation is based on the order of checkout. * If a package is shipped but not picked up or is refused and returned (calculated 7 days after shipment), the ordering account will be unable to use this delivery method if this occurs three times. * Domestic delivery typically takes 2-3 business days. If you do not receive your items, please contact customer service as soon as possible. * Pre-orders are estimated based on production time, shipping, customs inspection, etc. The arrival time for each product may vary. If items arrive early, they will be shipped early. We appreciate your understanding. * Please note: If you repeatedly or maliciously violate Creatage's ordering and return policies, our company reserves the right to suspend your account and deny you service, and you will be added to our transaction blacklist. Please be aware of this.

Payment and Delivery Methods

Shipping Time and Fees

After-sales Service FAQs

What is the return method?

01. To simplify and expedite the process of obtaining suitable items, Creatage only offers returns, not exchanges. 02. If the size is unsuitable or the item does not meet expectations, you may choose to return part or all of the order within the 7-day appreciation period and then reorder. 03. The 7-day appreciation period is calculated from the day after signing for the package. The appreciation period is not a trial period; please keep the item in brand-new condition. For convenience stores, the first day is the day after pickup. For Black Cat Delivery, the first day is the day after signing, regardless of whether it was signed by the buyer themselves (e.g., building manager/family member). Please pay close attention. 04. If you need to return additional items within 7 days, you will be responsible for the shipping cost. To avoid disputes, please ensure you have received the items before initiating a return. Product discounts cannot be combined for order calculation. 05. After the package has been picked up, the system needs 48 hours to update the pickup information. Please log in to the Member Center after receiving your package (within the 7-day appreciation period). 06. Then, in the order inquiry section, the "Return" option will appear, allowing you to apply for a return. We apologize for any inconvenience. 07. If the pickup information is not updated in a timely manner, please contact customer service as soon as possible within seven days of receiving the package to ensure your right to return is not affected.

Related Instructions
When applying for a return, the system will automatically determine the package volume based on the weight of the item. If the package exceeds the convenience store's size limit, "home delivery" will be arranged separately for pickup!
Starting from 2017/8/28, the courier service has changed, and they do not provide return package pickup service on Sundays.

Convenience Store Return Link Instructions
Please complete the shipment at a convenience store within four days from the day of the return application. If it expires, it will be invalid and will not be provided a second time.
* Returned items must be intact, undamaged, and have all accessories (including tags intact/special packaging complete), as new, not affecting resale.
* If a combined product is returned and no longer meets the discounted quantity, the remaining items will revert to their original price.
* If the remaining amount of the order after a return does not meet the full-amount gift threshold, the gift must be returned along with the returned items (new and unopened). If not returned, it will be calculated at its original price. All the above amounts will first be deducted from the returned item's refund. If there is insufficient deduction, the order will not be eligible for a return and will be sent back via cash on delivery (shipping fee ranges from NT$130-170).
* Please note: If you repeatedly or maliciously violate Creatage's ordering and return policies three (or more) times, our company reserves the right to suspend your account and deny you service, and you will be added to our transaction blacklist. Please be aware of this.
* If the remaining order amount after a return does not meet the free shipping threshold at the time of purchase, the original shipping fee (NT$80 for convenience store, NT$120 for home delivery) will be deducted from the refund amount. Please do not include cash in the package. If cash is received, customer service will notify you separately and process a bank transfer refund (minus a NT$15 handling fee).

 

How to process a return? How to return via convenience store or home delivery?

01. Log in to Creatage to apply for a return online. 02. Record the return code. 03. Properly package the item(s) you wish to return. 04. Go to a convenience store, operate the machine, and print the return slip. Detailed instructions for convenience store returns: [7-11] [FamilyMart] 05. Hand the returned package and slip to the counter staff: [Where is 7-11 ibon] [Where is FamilyMart FamiPort] 7-11/FamilyMart Convenience Store Return Size Limits * Weight limit: ≤10kg * Size limit: Longest side ≤45cm; Sum of length + width + height ≤105cm * Please use opaque packaging bags to completely seal the product. * If the submitted size does not meet the regulations, the store will refuse to accept it. Customers must be aware of this!

Refund Method and Time

Under what circumstances can returns or exchanges not be processed?

Items not eligible for return and special circumstances 01. Exceeds the seven-day appreciation period. 02. Return code expired, or courier return service expired. 03. Incomplete product accessories, tags cut, or product washed (not maintaining product integrity). 04. Not in the original condition of the Creatage product, e.g., embroidered, cut, printed, etc. 05. Promotional gifts not returned with the package. 06. Special packaging or product accessories damaged. 07. Remaining non-product odors, such as perfume, body odor, smoke, etc. 01. Loose threads, unbuttoned buttonholes, slight fraying, tiny stains, sewable buttons, reasonable asymmetry, 1-2cm measurement error when laid flat, color difference in photos, material not meeting expectations, special stitching (security stitching/pocket fixing stitching). 02. New products may have a natural fabric or dye odor, which will gradually dissipate with ventilation and washing. 03. Printed products may have uneven printing and peeling glue dots/small color spots (less than 0.5 square cm). * If it is confirmed that an item cannot be processed or is not an item within the return order, it will be sent back to you via cash-on-delivery (you will be responsible for the NT$130 shipping fee). * If contact cannot be made, canceled return items will only be held for 1 month (calculated from the return application date). Overdue items will be directly disposed of and cannot be refunded as store credit or credit card refund. Please be aware to avoid affecting your rights. * Due to the time-consuming nature of air parcel shipping to overseas regions and the complexity of international refund procedures, we cannot provide return/exchange services for international members. We apologize for any inconvenience.

01. If personal items (non-Creatage merchandise) are included in the returned package, they will be sent back via cash on delivery (delivery fee ranging from NT$130-170). If the customer service is notified and there is no response within three months, the items will be directly disposed of. 02. If the returned package does not match the return manifest, the return will be processed based on the actual items received, without further notice. Please check the items carefully when processing a return. 03. Once a returned package is confirmed to contain man-made defective items, the return will not be processed for those items. Other non-defective items will be processed for return and refund. The man-made defective items will be returned to the consumer via cash on delivery (delivery fee ranging from NT$130-170). 04. For abnormal orders after shipment, Creatage will notify you upon receipt. If there is no response within the notification period, the order will be canceled, and you will need to reorder (subject to the current inventory, promotions, and prices on the official website). 05. A one-time free return shipping service is provided within the appreciation period. If the original order required a shipping fee (NT$80 for convenience store/NT$120 for home delivery), it will be deducted from the refund amount. Please do not include cash in the package. If cash is received, customer service will notify you separately and process a bank transfer refund (minus a NT$15 handling fee).

Invoice FAQs

Creatage will include an invoice with your shipment. To request an invoice with a uniform serial number (for companies), please select "Uniform Serial Number (Company) Invoice" in the final step of your purchase and provide the mailing address for the invoice. The invoice will be mailed by registered post to the provided address the week after the appreciation period ends.

Overseas Member Services

(1)Overseas Payment/Invoice Instructions
Creatage uses a third-party payment system, accepting VISA, MASTER, JCB credit cards from various banks, as well as UnionPay cards.

INVOICE Instructions
In accordance with Taiwan's Business Tax Law, Creatage will not issue uniform invoices. (Business Tax Law: Direct export of goods or services to overseas buyers is exempt from uniform invoices). Creatage will include an itemized list in the package for product verification.

Transaction Verification Code Reminder
For both domestic and international credit cards with 3D Secure, payment requires entering 3D Secure verification data via SMS on your mobile phone before payment can be completed. The 3D Secure verification is sent by the consumer's card-issuing bank. If you have any issues with receiving the verification, please contact your card-issuing bank for confirmation.

(2) Delivery Method/Package Tracking

Remarks
01. Due to irregular adjustments in shipping fee calculation by various shipping companies, the actual shipping fee will be based on what is displayed at checkout.
02. Import tariffs vary by country. If your country charges customs duties or remote area surcharges upon package collection, these fees must be paid by the buyer.
03. If the package has been shipped but not received within the estimated delivery days, please contact customer service as soon as possible.
* Completion of checkout implies agreement to the shipping fee calculation and the handling of customs duties/logistics fees.

(3) After-sales Service
Due to the time-consuming nature of air parcel shipping to overseas regions and the complexity of international refund procedures, we cannot provide return/exchange services for international members. If you receive a defective/incorrect item, please provide detailed photos of the defect/error to "Contact us" within 7 days from the day after signing for the package. Please include your member account/order information/mobile number in the email, and we will assist you as soon as possible. If overseas buyers return items on their own with freight collect, Creatage will refuse to accept them, and the shipping and related fees will be borne by the buyer.
Remarks
01. Please ensure that the recipient information is filled out correctly. If delivery cannot be made due to incorrect recipient information and no one signs for the package, leading to its return, we will directly cancel the entire order.
02. For returned packages, only the product amount will be refunded as store credit (shipping fees will not be refunded); you will be notified by email once the process is complete.
03. Import tariffs vary by country. If your country charges customs duties upon package collection, these fees must be paid by the buyer. If the package is refused due to local taxes, it will not be returned, and we will not issue any refunds. Please be aware.
* Special reminder: If the local courier company makes multiple unsuccessful delivery attempts and contact with the recipient is not established even after customer service notification, some courier companies will no longer return the package, and we will not issue any refunds. Please be aware. 

Terms of Service

When you become a member of the Creatage website, it means you have thoroughly read, clearly understood, and agreed to accept all content of these Terms of Service. Furthermore, when you use specific services on the Creatage official website, you may be required to comply with separate terms of service or related regulations announced by the official website, depending on the nature of that specific service. If you are under twenty years old, you must have your parent (or guardian) read, understand, and agree to all content of these Terms of Service before using this service. When you use or continue to use this service, it is presumed that your parent (or guardian) has read, understood, and agreed to accept all content of these Terms of Service and any subsequent modifications or changes. * The website shall not be liable under the following circumstances: 01. The risks of Creatage's official website services will be borne by you personally. Members agree to use Creatage's official website services based on their personal willingness and agree to bear any risks, including any loss of resources resulting from downloading data or images from Creatage's official website or obtaining data from Creatage's official website services. 02. Any actions by members on Creatage's official website, such as filling in item information, personal data, or uploading images, are purely personal actions of the member. The official website bears no responsibility for the truthfulness or completeness of such content. 03. Any data corruption, loss, theft, use, or tampering caused by computer virus intrusion or outbreak, or by force majeure such as temporary shutdowns due to government regulation affecting normal internet operations, is unrelated to the official website. 04. Creatage's official website makes no express or implied warranties for any of its services. Creatage's official website does not guarantee the stability, security, error-free nature, or uninterrupted availability of its services; members expressly bear all risks and any potential damages that may arise from using the official website's services. 05. Maintain and update your personal membership data, ensuring it is accurate, current, and complete. If you provide any false, untrue, or incomplete information, Creatage reserves the right to suspend or terminate your account and refuse your use of all or part of this service. 06. For members who post or publish false, illegal information, infringe on others' rights, or engage in deception or extortion through Creatage's official website, such actions are purely personal. Creatage's official website bears no responsibility for any disputes arising therefrom! This is hereby declared