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FAQ

ORDER ISSUES

WHAT DO I DO IF I RECEIVE A FAULTY / INCORRECT ITEM IN MY ORDER?

We want to solve any issues with faulty / incorrect items straightaway. As soon as you discover a fault/incorrect, please contact our Customer Care team with:

  • The order number
  • The faulty item’s name and number
  • A description of the fault

We’ll get back to you as soon as we can and send you a replacement item as quickly as we can.

CAN I AMEND / CANCEL MY ORDER AFTER I’VE PLACED IT?

We’re really quick at packing your order up which means we can’t make any changes once you’ve placed it. However, you may be able to cancel your order and place a new one instead. There are varying time limits in which you can cancel your order.

You can cancel an order by logging into My Account” and viewing your recent orders. If the button next to an order says Cancel, you still have time to cancel by clicking the button. If the cancel option is View, then it is too late cancel the order.

PAYMENT METHODS

HOW CAN I PAY FOR MY ORDER ?

You can make online payments directly from your salary account – like spending cash. When you place an order with e7line, the funds are reserved for us, we don’t actually take the money until your order has been confirmed and sent to you. We will withdrawal the funds from a salary account on the fifth day of every month.

If you cancel your order, we don’t take the money however it may take up to 10 days for your salary account to make your funds available to you again.

WHEN WILL MY ACCOUNT BE CHARGED FOR MY e7line ORDER?

We will withdrawal the funds from a salary account on the fifth day of each month, any order place after 25th will be counted for the operation for next month and we will withdrawal it at fifth day of next month accordingly.The transaction amount is maximum NT 3000/month. If you spent over NT 3000/month, we will inform you and cancel your last order.

DELIVERY

HOW DOES e7line DELIVERY SERVICE WORK?

  • Delivery is within 2-7working days* from the moment you submit your order.You’ll need to place your order before 11:00am (Wednesday) in order to receive it on Friday. Orders placed after 11:00am (Wednesday) will be delivered next Friday.
  • Delivery is every Friday (excluding Public Holidays).
  •  Free shipping on orders.
  • Your order will be delivered to housemaster.
  • Once your parcel has been shipped to housemaster, you will receive an email. You can also track your order by logging into ‘My Account’ and viewing your most recent orders.

*We aim to meet these delivery times but during busy periods (including sale) deliveries may take a little longer. Occasionally tech updates to our systems or force majeure events, such as extreme weather conditions, will mean that these delivery services aren’t available, or that order cut-off times need amending and/or delivery times need to be extended. However, we will always work hard to keep these temporary changes to a minimum. e7line cannot be held liable for any parcels that are lost or stolen as a result of any specific delivery instructions left for the carrier.

What should I do if my order hasn’t been delivered yet?

Your estimated delivery date is in your Order Confirmation email – please allow until this date for your order to arrive.

You’ll be able to follow your order if it’s been sent with a trackable service. To check this, all you need to do is log into ‘My Account’ and view your order. If the status shows “on hold” or “processing” which means your order is being processed. If the status shows ‘Shipped’, your order has been sent with your or on the way.

If your estimated delivery date has passed and you haven’t received your order, please contact our Customer Care team.

RETURN

Items must be returned in the original manufacturer’s packaging. We strongly recommend you keep your packaging for at least the first 7 days after purchase.

If you receive a damaged or defective perishable item, please with the following information:

  • Fill out the Return Form attached to the Order Summary and include the Return Form with your items.
  • Package your return item in the manufacturer’s product box (if available).Otherwise, pack your return in a well-padded envelope or box to prevent damage in transit.
  • Please bring your Order Summary and Return Form with you and hand in to OCT.
  • You will receive an email confirmation when your return is processed.

It takes up to two weeks to process returns and refunds. We will notify you via e-mail once your return has been processed. Please note that your refund process may take longer to reflect the transaction. If you have any questions about your return, please contact Customer Service.