常見問題 Frequently Asked Questions
關於商品
Q：你們的產品有保固嗎？
A：有的，我們對產品的品質很有信心。大部分商品享有 永久保固，涵蓋製造瑕疵。具體保固細節請參考各產品頁面說明。
Q：下單後可以更改訂單內容嗎？
A：下單後 24 小時內可以協助修改訂單。請聯繫我們的客服團隊，我們會盡快為您處理。
Q：訂單多久會出貨？
A：一般來說，訂單會在 5–7 個工作天內完成處理並出貨。實際送達時間會因地區和商品而略有不同。出貨後，您會收到一封含追蹤編號的出貨通知信。
Q：如果訂單遺失或被偷怎麼辦？
A：如果訂單顯示已送達但您沒有收到，請先確認是否有家人或鄰居代收。若仍未找到，請聯繫客服（附上訂單編號），我們會協助調查。
請注意：若包裹已被標記為「已送達」但遺失，可能被視為遭竊。遭竊的商品，需要去警察局報案，我們才有辦法進行後續處理。
Q：你們的珍珠和寶石是真的、天然的嗎？
A：是的——Vera Muse 的所有珍珠與寶石均為真珍珠、天然寶石，除非產品頁面另有說明。因為是真實、天然材質，每一件都獨一無二：色澤、形狀、表面紋理的細微差異皆屬自然特徵，並非瑕疵。
Q：實品會和照片一模一樣嗎？
A：我們用心拍攝每一件作品，但天然珍珠與寶石在色調、光澤與表面細節上會略有不同。光線與螢幕設定也會影響顏色呈現。這些自然差異，正是您的飾品獨一無二的原因。
Q：你們使用什麼材質？
A：我們全程使用 S925 銀——不是表面鍍銀，不是只有耳針。珍珠為天然淡水、Akoya、大溪地與南洋珍珠，寶石點綴為天然寶石。具體材質請參考各產品頁面。
Q：你們的飾品適合敏感肌嗎？
A：是的——我們的 S925 純銀親膚抗敏，不含鎳等常見致敏金屬。品牌由一位同樣有敏感膚質的醫師創辦，每一件作品都以舒適與安全為出發點設計。
關於運送
Q：可以指定配送時段嗎？
A：宅配物流一般配送時間為週一至週五 9:00–18:00，無法指定特定時段，但司機會於配送前與您聯繫確認。
Q：超商取貨可以改門市嗎？
A：訂單成立後即無法更改取貨門市。如需更改，請於出貨前聯繫客服取消訂單並重新下單。
Q：沒有在期限內取貨怎麼辦？
A：包裹將自動退回，我們會收到退貨後主動聯繫您。如需重新寄送，需請您再次負擔運費。
Q：商品寄出後可以改地址嗎？
A：若包裹尚未交由物流業者收取，我們可以協助修改。若已出貨，則需聯繫物流業者處理，可能產生額外費用。
Q：你們有提供海外配送嗎？
A：有，我們樂意提供海外配送。請先聯繫我們，我們將確認您的國家是否可配送並提供報價。進口關稅與海關費用由收件人負擔。
Q：海外運費怎麼計算？
A：海外運費依您的目的地與訂單重量計算。收到您的訂單資訊後，我們會提供個人化的運費報價。
Q：關稅和稅金由誰負擔？
A：進口關稅、稅金與海關費用由收件人負擔。這些費用不包含在我們的商品或運費價格中。
Q：可以幫我把海外訂單標示為禮物嗎？
A：很抱歉，無法。我們必須如實申報所有海外訂單的價值——將訂單標示為禮物或低報價值均違反海關法規。
關於退換貨
Q：你們的退貨政策是什麼？
A：我們接受商品送達後 7 天內的退貨，商品需保持原始、未配戴狀態，並包含所有包裝與配件。請先聯繫我們——未經授權請勿自行寄回。
Q：可以因為不想要了而退貨嗎？
A：依台灣消費者保護法，網路購物享有 7 天鑑賞期，可於期限內主張解約退貨 。但因為每一件 Vera Muse 飾品都經過人工檢查與包裝，我們建議您下單前仔細確認商品資訊。基於衛生考量，已配戴過的耳環、明顯佩戴痕跡的首飾無法退貨，除非有瑕疵。
Q：如果收到瑕疵品或損壞怎麼辦？
A：請於送達後 7 天內聯繫我們，附上訂單編號與問題的清晰照片。我們將安排換貨、維修或退款，運費由我們負擔。若為損壞商品，請一併附上包裝照片。
Q：如果收到錯誤商品怎麼辦？
A：若我們寄錯商品，請於送達後 7 天內聯繫我們，附上訂單編號與照片。我們將免費寄送正確商品，並負擔錯誤商品的退回運費。
Q：可以換貨嗎？
A：可以——商品送達後 7 天內可辦理換貨，商品需保持原始、未配戴狀態。請先聯繫我們確認庫存。若換貨原因為瑕疵或我們的疏失，我們將負擔所有運費；若為個人偏好，退回運費由您負擔。
Q：有哪些商品無法退貨？
A：以下商品無法退貨：
Q：退貨運費由誰負擔？
A：若退貨原因為瑕疵、損壞或我們的疏失，我們將負擔退回運費。若為個人偏好（不想要了、尺寸、顏色），退回運費由顧客負擔 。
Q：退款需要多久？
A：我們收到並檢查退貨商品後，將於 7–10 個工作天內完成退款。退款將退回原付款方式。請注意，原始運費不予退還。
Q：海外訂單可以退貨嗎？
A：可以——海外退貨於送達後 7 天內受理。但顧客需自行負擔退回運費及可能產生的關稅費用。請先聯繫我們再寄回。
Q：如何申請退貨？
A：請先透過Email joyliving0119@gmail.com 或 Instagram @veramuse_pearl 聯繫我們，並提供：
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訂單編號
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欲退貨的商品
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退貨原因
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照片（若商品有瑕疵或損壞）----------------------------------------------------------------------------------------------
Product FAQ
Q: Do your products come with a warranty?
A: Yes—we stand behind our quality. Most items come with a Lifetime warranty covering manufacturing defects. For specific details, please refer to the individual product page.
Q: Can I change my order after placing it?
A: Yes—we can help modify your order within 24 hours of placement. Just contact our customer service team and we'll take care of it as quickly as possible.
Q: How long until my order ships?
A: Orders are typically processed and shipped within 5–7 business days. Actual delivery times vary slightly depending on your region and the items ordered. Once your order ships, you'll receive a shipping confirmation email with a tracking number.
Q: What if my order is lost or stolen?
A: If your tracking shows "delivered" but you haven't received it, please check with family members or neighbors first—someone may have received it on your behalf. If it's still missing, contact our customer service team with your order number and we'll help investigate.
Please note: if a package is marked "delivered" but goes missing, it may be considered stolen. For stolen packages, a police report is required before we can proceed with any further resolution.
Q: Are your pearls and gemstones authentic and natural?
A: Yes—all Vera Muse pearls and gemstones are authentic and natural unless clearly stated otherwise on the product page. Because they're real and natural, each piece is unique: subtle variations in color, shape, and surface texture are natural characteristics, not defects.
Q: Will my jewelry look exactly like the photos?
A: We photograph every piece with care, but real pearls and natural gemstones vary slightly in tone, luster, and surface detail. Lighting and screen settings can also affect how colors appear. These natural variations are what make your piece one of a kind.
Q: What materials do you use?
A: We use S925 sterling silver throughout—not plated, not just the posts. Our pearls are natural freshwater, Akoya, Tahitian, and South Sea pearls, and our gemstone accents are natural stones. For specific material details, please refer to the individual product page.
Q: Is your jewelry suitable for sensitive skin?
A: Yes—our S925 sterling silver is hypoallergenic and free from nickel and other common irritants. We're founded by a physician with sensitive skin herself, so every piece is designed with comfort and safety in mind.
Shipping FAQ
Q: Can I request a specific delivery time?
A: Home delivery typically runs Monday to Friday, 9:00 AM–6:00 PM. Specific time slots can't be guaranteed, but the courier will usually contact you before delivery to confirm.
Q: What happens if I don't pick up my parcel in time?
A: The parcel will be automatically returned to us. We'll contact you once it arrives back. If you'd like it reshipped, additional shipping fees will apply.
Q: Can I change my shipping address after the order ships?
A: If the parcel hasn't been collected by the courier yet, we can help update the address. If it's already in transit, you'll need to contact the courier directly—additional fees may apply.
Q: Do you ship internationally?
A: Yes—we're happy to ship internationally. Please contact us first so we can confirm shipping availability and provide a quote. Import duties and customs fees are the recipient's responsibility.
Q: How are international shipping rates calculated?
A: International shipping rates are based on your destination and the weight of your order. Once we receive your order details, we'll send you a personalized quote.
Q: Who pays for customs duties and taxes?
A: Import duties, taxes, and customs fees are the recipient's responsibility. These charges are not included in our product or shipping prices.
Q: Can you mark my international order as a gift?
A: Unfortunately, no. We're required to declare the full value of all international orders—marking orders as gifts or under-declaring value is against customs regulations.
Returns & Exchanges FAQ
Q: What is your return policy?
A: We accept returns within 7 days of delivery for items in their original, unworn condition with all packaging and accessories included. To start a return, please contact us first—do not ship items back without authorization.
Q: Can I return an item just because I changed my mind?
A: Under Taiwan's Consumer Protection Act, online purchases come with a 7-day cooling-off period for change-of-mind returns . However, because every Vera Muse piece is inspected and packed by hand, we encourage you to review product details carefully before ordering. For hygiene reasons, earrings that have been worn and other items with signs of use cannot be returned unless defective.
Q: What if my item arrives damaged or defective?
A: Please contact us within 7 days of delivery with your order number and clear photos of the issue. We'll arrange a replacement, repair, or refund at no cost to you. For damaged items, please include photos of the packaging as well.
Q: What if I received the wrong item?
A: If we sent the wrong piece, please contact us within 7 days of delivery with your order number and a photo. We'll arrange the correct item to be sent to you at no cost, and cover return shipping for the incorrect item.
Q: Can I exchange an item?
A: Yes—exchanges are available within 7 days of delivery for items in original, unworn condition. Please contact us first to confirm availability. If the exchange is due to a defect or our error, we'll cover all shipping costs. If it's due to personal preference, you'll be responsible for return shipping.
Q: Are there items that cannot be returned?
A: Yes—the following are not eligible for return:
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Custom or made-to-order pieces (these are made specifically for you)
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Items returned after the 7-day window
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Items without original packaging, accessories, or certificates
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Items showing signs of wear, damage, or alteration
Q: Who pays for return shipping?
A: If the return is due to a defect, damage, or our error, we'll cover the return shipping cost. If the return is due to personal preference (change of mind, size, color), the customer is responsible for return shipping costs .
Q: How long does a refund take?
A: Once we receive and inspect your return, refunds are processed within 7–10 business days. The refund will be issued to your original payment method. Please note that original shipping fees are non-refundable.
Q: Can I return an international order?
A: Yes—international returns are accepted within 7 days of delivery. However, the customer is responsible for return shipping costs and any customs fees incurred. Please contact us before shipping anything back.
Q: How do I start a return?
A: Please contact us first at joyliving0119@gmail.com or via Instagram @veramuse_pearl with:
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Your order number
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The item(s) you'd like to return
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The reason for return
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Photos (if the item is damaged or defective)
We'll respond within 2 business days with return instructions. Please do not ship items back without contacting us first—unauthorized returns may not be accepted.
