Golden Moments

【Product related questions】

1. What is the shelf life of the product and how to store it after opening?

• Biscuit gift boxes: If unopened, they can be kept at room temperature for 40 days (calculated from the date of manufacture).

• Including cake gift box: If unopened, it can be kept at room temperature for 14 days (calculated from the date of manufacture).

• All of Shiteli's products do not contain preservatives, so their shelf life is short; the manufacturing date is indicated on the bottom of the box.

• Handmade biscuits: Please consume as soon as possible after opening or put them in a sealed container to prevent the biscuits from getting damp and softening. Room temperature cake: As no preservatives are added, please consume as soon as possible after opening and refrigerate.

2. What if the product is defective?

Pursuant to Article 2, Paragraph 1 of the "Guidelines for the Application of Reasonable Exceptions to the Right to Terminate Telecommunications Transactions", products that are "perishable, have a short shelf life, or are about to expire upon termination" fall within the reasonable exceptions referred to in the proviso to Article 19, Paragraph 1 of the Consumer Protection Act. Effective January 1, 2016, fresh food is not subject to Article 19 of the Consumer Protection Act and does not enjoy a 7-day appreciation period. Shiteli attaches great importance to customer needs and service quality. If you find that the product has defects after receiving it, you can contact customer service on the day of receipt to exchange it. Please take a photo and scan the defective product and shipping receipt and send them back to the customer service center, indicating that you wish to exchange the product. After confirmation by the customer service staff, we will send you a new product as soon as possible.

【Delivery and pickup issues】

For single orders less than $3,000, the shipping fee is 170 yuan (limited to single address, shipping fee for outlying islands is calculated separately); for orders over $3,000, one free shipping to a single address on the island of Taiwan is available (each order enjoys one-time free shipping, shipping fee for outlying islands is calculated separately)

1. Does the freight delivery range include outlying islands?

This website cooperates with TA-Q-BIN (Kurocat) for delivery. We can deliver to all of Taiwan's main islands, and all outlying islands except Dongyin Island, but the shipping fee needs to be borne by the customer (reminder! If delivering to outlying islands, the cookies are fragile and the risk of damage must be borne by the customer).

2. Delivery to Hong Kong and Macau?

1. Freight calculation: If you use SF Express to ship, the system will automatically calculate the freight according to the total weight of the goods and the delivery address and include it in the total payment amount. Overseas orders are not eligible for free shipping.

2. Delivery range: Hong Kong, Macau

3. Arrival time: The actual delivery time is mainly based on the schedule of each logistics company. There may be time differences due to the transportation of each logistics company and local holidays (it is recommended to estimate the arrival time in advance).

4. Price calculation: All products are priced in New Taiwan Dollars $TWD. The actual payment amount will be based on the exchange rate of the credit card bank.

5. Modify delivery information: If you need to change the relevant delivery information, please contact us 7 days before the order is shipped. We will assist you as soon as possible. If the delivery information is incomplete and the package is returned, the shipping fee and other additional fees will be deducted from your order amount. The relevant delivery information cannot be modified for orders that have already been shipped. If the package is returned as a result, the shipping fee and other additional fees will be deducted from your order amount.

6. Cross-border customs duty payment:

• All imported goods are subject to customs inspection and may be subject to taxes. If taxes/other fees are incurred, they will be collected by the local customs from the recipient.
• Shiteli cannot estimate or guarantee the actual amount of tariffs collected by customs in various countries.
• Tariffs are levied directly by the customs of each country. It is recommended that you consult the local customs for the specific tax amount.

7. Others:

• If the package is not picked up without reason, or due to tariffs or other factors not attributable to us, the goods will be destroyed by the local logistics company, and no refund or other compensation will be provided.
• Regarding the above clauses, the company reserves the right to explain and adjust the relevant details.

8. Product shelf life & storage after opening

• Biscuit gift boxes: If unopened, they can be stored at room temperature for 40 days.
• Including cake gift box: If unopened, it can be stored at room temperature for 14 days.
• All of Shiteli's products do not contain preservatives, so their shelf life is short and the manufacturing date is indicated on the bottom of the box.
• Handmade biscuits: Please consume as soon as possible after opening or put them in a sealed container to prevent the biscuits from getting damp and softening. Room temperature cake: As no preservatives are added, please consume as soon as possible after opening and refrigerate.

3. How many days will it take to receive the goods after ordering?

Biscuit gift boxes, retail biscuits:

• Online orders: based on the selected designated delivery date. If you cannot select a specific delivery date, the order will be delivered in approximately 4 working days (excluding the order date) based on the fastest delivery date of the order; or fill in the expected delivery date in the remarks column.
  
• Bulk orders: If the order quantity is more than 50 boxes, please order 7 working days in advance. If the order quantity is more than 100 boxes, please order 14 working days in advance, and so on. For bulk orders, please contact our dedicated service: 0800-600-369 ext. 288 to find a service specialist.

Room temperature cake gift box:

• General orders: The delivery date is determined by the selected option (the fastest delivery date is 4 working days).

• Bulk orders: If the order quantity is more than 50 boxes, please order 10 working days in advance. If the order quantity is more than 100 boxes, please order 20 working days in advance, and so on. For bulk orders, please contact our dedicated service: 0800-600-369 ext. 288 to find a service specialist.

• Weather in outlying islands may affect transportation and delivery schedule, so the delivery days are not limited.

• For delivery schedule during the Spring Festival or special consecutive holidays, please see the website announcement

• The production time of customized wedding cards/customized baby cards must be more than 10 working days. If you want to order customized wedding cards or customized baby cards, please order in advance.

• Delivery to Hong Kong and Macau is the same as above. If you are worried about logistics delays, it is recommended to place an order in advance.

3. Can I pick up the goods at the store after ordering from the official website?

Currently, store pickup service is not available for products ordered through the official website.

【Member related information】

Currently, official website members and store members cannot accumulate points together.

【Invoice issue】

1. Can I enter a unified code or vehicle?

Can. After entering your credit card or LINE PAY information during checkout, you can enter your ID or vehicle information.

2. When will the invoice be issued?

An electronic invoice will be issued to the email address you entered when ordering after shipment.