Shipping information
Dispatch times
In-stock products
Dispatched approximately 1–2 working days after payment.
Pre-order products
Dispatched approximately 7–21 working days after payment.
Delivery after dispatch
| Home delivery · Kerry TJ Logistics | Approximately 1–2 working days |
|---|---|
| 7‑11 store-to-store · prepaid pickup | Approximately 2–3 working days |
| International delivery · UPS | Approximately 3–7 working days |
During busy periods
Special promotions and holidays may increase order volumes. We will arrange additional packing staff and dispatch orders as quickly as possible. Thank you for your understanding if delays occur.
Return and exchange information
Thank you for choosing VANA. We value every customer’s experience and want you to feel comfortable choosing the scents you love. If there is a problem with your delivery, we will help you with a return or exchange.
Seven-day consideration period
Under Article 19 of the Consumer Protection Act, products purchased on our official website have a seven-day consideration period, starting on the day after receipt. This is not a trial period. Returned products must be new, unused and fully packaged, including the outer box, seals, stickers, gifts and instructions.
A note about fragrance products
Fragrance is a personal sensory product. To ensure that every customer receives a new product, we cannot accept returns or exchanges once a product has been opened or test-sprayed.
When returns or exchanges cannot be accepted
- The seven-day consideration period has passed.
- The product has been opened, sprayed or visibly used.
- The product has damage caused by handling or misuse, such as scratches, stains or breakage.
- Packaging is incomplete, or invoices, gifts or accessories are missing.
- The product was purchased outside VANA’s official website.
- Malicious or bulk returns.
How to request a return or exchange
Contact us within seven days and provide your name, phone number, order number, and photos or video showing the product’s condition.
If the product is defective, the wrong item was delivered, or the item was damaged in transit, we will cover shipping in both directions and arrange the next steps as quickly as possible.
For returns or exchanges for personal reasons, such as not liking the scent, you are responsible for the return shipping fee:
- Fragrance products and small parcels: NT$90.
- Fragrance devices, gift boxes and other larger items: NT$150.
We will process your refund after receiving the returned product and checking its condition. Applicable shipping charges will be deducted from the refund.
Please record the entire unboxing process to avoid disputes. Video evidence is used for claims involving defects, missing items, returns and exchanges. Please confirm the product’s condition before returning it.
Contacting us
After reading the return and exchange information and confirming that you wish to proceed, please contact our team for assistance.
- Website members: send a message directly from the order page in your member account.
- Non-members: send us a message through the Contact Us page on our website.
To help us locate your order, include any one of the following: the name used for the order, your contact phone number, or your order number. Briefly explain the reason for the return or exchange, and we will get back to you as soon as possible.
