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FAQ

// Membership-related questions
1. How do I become a member?
To become a member, please register on the membership page of our official website. You can fill in your basic information or log in by using your Facebook account.

*Note: If you join as a member using your Facebook account, please be sure to change your member name to your real name to avoid any delivery issues with your products.

2.  What are the benefits of being a member?
All Shining website members are entitled to a 7-day return policy for unopened products and exclusive access to member-only events on our website.

3.  What should I do if I forget my password?
a. Please click "Forgot Password" on the member login page, then enter the registered email address. The system will send a password reset notification to your designated email address, and you can reset your password.
b. If you registered using your Facebook account, since your password is stored in the Facebook system, you cannot obtain your Facebook password by clicking "Forgot Password" on our website.

4. What should I do if my account is stolen?
a. Please immediately change your personal password in the member center, and be sure to log out after placing an order. We also remind you not to log in to your account on public computers to avoid theft by unauthorized persons.
b. If you need to delete your account, please private message Shining customer service personnel and provide your membership information for verification. Once we confirm that the account belongs to you, we will assist you in deleting the account. You can reapply to join using a different email address.

// Order-related questions.
1. If your order shows payment failure, please follow these steps:
a. If you selected "Online Credit Card" or "LINE PAY" as your payment method, please check that the card is still valid and has enough credit for the current month. If both are valid, please try again under stable internet connection.
b. If you selected "Convenience Store Pickup" or "Home Delivery", please try again under stable internet connection. If the order still cannot be placed after two attempts, please contact customer service for assistance.

2. How to return or exchange goods? 
Please refer to the "Return Policy" on our website for instructions. To simplify the shopping process, Shining only accepts returns. If you need to exchange an item, please return it and place a new order. 

*Notice: According to the Consumer Protection Act, "beauty products" are classified as "personal hygiene products", and once unsealed, there is no 7-day cooling-off period. Therefore, please do not unseal the product if you wish to return it.

3. What should I do if I accidentally placed a duplicate order?
a. For items that have not yet been shipped, please contact customer service immediately. They will help you cancel the duplicate order and keep only the desired order for purchase.
b. If you have already received the items and discovered the duplicate order, please contact customer service to apply for a return service.

// Shipping-related questions
1. How is shipping fee calculated? 
a. Delivery within Taiwan costs $130 NT for home delivery and $80 NT for pickup at convenience stores.
b. For outlying islands, a shipping fee of $130 NT is charged regardless of the order amount.
c. For non-Taiwan areas, the shipping fee varies depending on the weight of the purchased items. Please refer to the actual calculated shipping fee for the accurate amount.

2. What are the payment methods available? 
Online credit card payment (via cooperation with banks through ECPAY), payment at convenience stores (7-11/ FamilyMart/ Hi-Life/ OK), LINE Pay, and ATM transfer.

3. Delivery methods and time:
Home Delivery/ Cash on Delivery
Delivery time for home delivery and cash on delivery is around 3 working days after shipment, except for remote areas which may take 3-5 working days. Delivery is not available on national and regular holidays. 
Delivery time cannot be specified and it is recommended to choose pickup at convenience stores if no one is available to receive the delivery.

【Pick-up at Convenience Store】
We will notify you by SMS when the product arrives at the designated store, which will take approximately 3-5 business days. Please ensure that your real name and correct phone number are provided to receive the notification and pick up the package within 7 days of receiving the SMS. Failure to do so will result in the package being returned and a new order will be required. 

*Note that failure to pick up the package after 3 attempts will result in blacklisting and the service will no longer be available.

5. How to check the delivery status of the package?   
【Home delivery】Please contact Shining customer service.    
// Overseas related questions
1. Notice for overseas orders:
a. Import tariffs vary by country. If customs officials impose tariffs when collecting packages, buyers are responsible for payment.
b. If buyers refuse to pay tariffs resulting in the return of packages, Shining will deduct the actual round-trip shipping costs and tariffs from both locations before returning the remaining balance to you.
c. If ordered items are detained by customs, please pay for and retrieve them yourself.
d. EMS (International Express Mail Service) is used for shipping to overseas regions.

2. How is shipping fee calculated?
 Shipping fee varies depending on the weight of the purchased items, so please refer to the actual calculated shipping fee amount.

3. How long does shipping take?
 Shipping time for overseas packages may vary depending on the location of the order, taking approximately 7-14 days.

//  Invoice related questions
1. In response to environmental protection, electronic invoices will be used for all purchases made on this website. After you complete the payment, the system will send the electronic invoice to the E-mail address you provided. Please make sure to fill in the correct information to avoid not being able to receive the invoice.
2. If you require a paper invoice, please contact customer service personnel proactively.