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Return Policy

Return & Exchange Policy

1. Eligibility & Timeframe

  • Each order includes one free exchange. Requests must be made within 7 days of receipt. Late requests will not be accepted.
  • Return requests must also be submitted within 7 days of receipt.
  • Day 1 is counted as the day after package delivery or pickup from a convenience store.

2. Shipping & Handling

  • Return shipping is covered by the customer. SurfAce will cover the outbound shipping cost for the exchanged item via postal service.
  • If the item is deemed defective, return postage will be reimbursed for the original postage fee, or up to NT$44.
3. Exchange Policy
  • Only exchanges for the same style in a different size are allowed. Exchanges for other items are not accepted.
  • All exchange requests must be approved by customer service with inventory confirmed. Items must be in brand-new condition. If the requested item is out of stock, exchange will not be possible.
  • Bikini tops must be folded exactly as shipped. Tops with deformed padding will not be accepted for return or exchange.

4. Return Policy
  • Only one return request is allowed per order.
  • Returned items must be in brand-new condition: tags attached, unworn, unwashed, odor-free, unstained, unaltered, and complete with all original packaging and gifts.
  • Photo or video proof of the item’s condition must be provided before returning. If not documented and issues are found, SurfAce may refuse the refund and return the item at the customer’s expense.
  • If a return causes your order to fall below a promotion threshold (e.g., free shipping, volume discounts), the applicable difference will be deducted from your refund.

5. Non-Returnable Items
The following items are non-returnable:

  • Clearance, discounted, sale, add on or final-sale items
  • Intimates (e.g., bra paddings, bikini bottoms)
  • White-colored items
  • Opened personal care products (e.g., fragrance, soap, sunscreen)
  • Non-clearance items that were purchased with discount codes, KOL codes, or promotional codes. These items are seen as sale items too, but may be exchanged for a different size (same item), or returned for store credit.

6. International Orders

  • Returns and exchanges are not available for international orders unless the item is confirmed to be defective.

7. Account Restrictions & Unclaimed Orders

  • If an account has two or more unclaimed shipments, the system will suspend that account’s shipping privileges.
  • Unclaimed orders will be treated as canceled. After the returned package is received, a refund will be issued as store credit only—no cash refunds will be provided. The original shipping and return shipping fees will be deducted from the store credit.

8. How to Apply

  • Log in to your account > select your order > use the order chat window to contact us. We will assist with your return or exchange.


Return & Exchange Process

Step 1.
Log in to your SurfAce account and reach out via the chat box, or [Click here] to contact us. Confirm the item(s) and size(s) you wish to return or exchange.
＊Items must meet the conditions listed in our Return & Exchange Policy.
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Step 2.
Send back the item(s) you wish to return or exchange, and include a completed After-Sales Service Card.
Return Address:
SurfAce Apparel After-Sales Service Center
No. 51-1, Xingang Rd., Shengang Township, Changhua County
TEL: 04-7981135#221
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Step 3.
Once we receive the returned item(s), we will inspect the condition of the product.
＊This will take 1–5 business days upon receipt.
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Step 4.
For returns: A refund will be issued as store credit or to your original payment method.
For exchanges: Your new item(s) will be shipped and a notification will be sent.
＊Refunds will be processed within 7–10 business days.
Once the return is completed, your order status will be updated to "Refunded."


Defective or Incorrect Item Policy


Our quality control is done manually, and we sincerely apologize if any issues were overlooked.
If you receive a defective or incorrect item, please contact us within 7 days of receiving your order, and we will assist you with an exchange as soon as possible.

Step 1

Log in to your SurfAce account and reach out via the chat box, or [Click here] to contact us
Please include clear photos of the defect or incorrect item.

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Step 2

Wait for our customer service team to assess your case and provide further instructions.
＊Please keep an eye on the email you used to register on our website, or log in to check your messages directly.

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Step 3

Send the item back according to customer service instructions.

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Step 4

Once we receive the return, we will arrange the replacement shipment promptly.

What Qualifies as a Defect:

  • Obvious damage or tears
  • Large, visible stains
  • Detached or missing logos
  • Any issue that significantly affects wearability

    What Does Not Qualify as a Defect:

    • Slight color variation due to lighting or screen differences
    • Loose threads
    • Minor marks or creases
    • Items marked as discounted due to small flaws or pilling (e.g. Clearance or "惜物優惠" items)

      Shipping Fee Reimbursement

      • If the item is confirmed to be defective and returned via post office, we will fully reimburse the shipping fee.
      • If another courier is used, a flat reimbursement of NT$44 will be issued.

      Returns Will Not Be Accepted If:

      • The item has been worn, washed, or had its tag removed
      • Wrinkles or creases occurred during shipping
      • Color discrepancies are due to screen display or lighting

      ***SurfAce reserves the right to amend this policy at any time without prior notice. ***