SHIPPING & DELIVERY >
How long will it take for my order to arrive? >>
We aim to get your order to you as quickly as possible! Shipping usually takes 3-5 business days, depending on your location. For some destinations, it might take up to 7 business days.
Will I need to pay for shipping? >>
We’re happy to offer complimentary express shipping for international orders over $1,000 USD / 30,000 TWD and domestic orders (within Taiwan region) above $350 USD / 10,000 TWD.
Can I ship my order to a post office box, APO, or FPO address? >>
Currently, we’re unable to ship to post office boxes, APO, FPO, or freight forwarding addresses.
RETURNS & EXCHANGES >
Can I return or exchange an item? >>
[ International Region ]
If you'd like to return or exchange , please reach out to our Client Services team within 7 days of delivery with your order number.
[ Taiwan Region ]
- If you’d like to return, please reach out to our Client Services team within 7 days of delivery with your order number and the item you wish to return. Return Items must be unused, unwashed, unaltered, and in their original packaging with original tags.
- If you’d like to exchange, please reach out to our Client Services team within 7 days of delivery with your order number, the item you wish to exchange, and your preferred size/color. The replacement must be the same style and still in stock on our website. Return Items must be unused, unwashed, unaltered, and in their original packaging with original tags.
What if the item I received is defective or not the right size? >>
We want you to love your purchase! If there’s an issue with the product you received, such as a defect or incorrect size, please follow these steps for a swift resolution:
For defective items: Take a photo and reach out to us within 7 days of receiving the item.
For incorrect sizing: Let us know within 7 days of receiving the item, and provide your name, phone number, order number, and details about the exchange request.
Please note: Kindly wait for our confirmation before sending any item back. We’ll guide you through the return or exchange process.
Exchanges are only available for defective items. For sizing issues, we offer replacements in a different size.
What should I do if I receive a damaged package or an incorrect item? >>
If your package is damaged during delivery, please let the delivery carrier know right away and take photos of the damage.
If you receive an incorrect item or find a manufacturing defect, contact our Client Services team within 7 days of receiving the item. We’ll assess the situation and replace the product with the same style, color, and size.
Who is responsible for duties and taxes on international orders? >>
For international orders, any applicable duties and taxes will be the buyer’s responsibility. We recommend checking your country’s regulations to avoid any surprises at the time of delivery.
If a package is returned due to unpaid duties or delivery issues, we will:
Refund the item cost only (shipping fees are non-refundable).
Deduct any duties or fees incurred from the refund amount if applicable.
If you wish to have the order reshipped, simply place a new order, and we will charge the shipping fees for both the return and re-shipment.
What if my shipping address is incorrect? >>
If we notice an issue with your shipping information, we’ll reach out via email to update it. Please respond within 3 business days. If we don’t hear back, the order will be canceled and refunded.
ORDERS & TRACKING >
How can I track my order? >>
Once your order is shipped, we’ll send an email with the tracking details. You can also log in to your NAMESAKE account and find tracking information under “Account” or follow the provided link directly. Please allow 24 hours for tracking info to update.
Can I make changes to my order? >>
You can adjust your order before it has been processed. If you need to change the size or color of an item, please reach out to our Client Services team as soon as possible with your order number. Once processing begins, changes can no longer be made.
Can I add items to my existing order? >>
Once an order is processed, we can’t add items. However, if it hasn’t been processed yet, we might be able to combine orders for shipping. Contact our Client Services team quickly to see if we can help.
I purchased an item at full price, but now it's on sale. Can you adjust the price? >>
We’re happy to offer a price adjustment if your request is made within 7 days of your purchase, and the item is still in stock in the same style, color, and size. Just reach out to us with your details!
Can I cancel my order? >>
If you need to cancel your order, please reach out to our Client Services team right away. Orders can only be canceled before they are processed and shipped. If your order has already been shipped, we’ll do our best, but cancellations cannot be guaranteed.
However, please note that discounted, sale, customized, and pre-order items cannot be cancelled, returned or exchanged. Please make sure you want them before your proceed to checkout!
What if I realize my shipping address is incorrect? >>
If you realize your shipping address is incorrect, please contact our Client Services team as soon as possible. Changes can only be made before the order is shipped.
SIZE & FIT >
How can I find the best size for me? >>
How can I find the best size for me?
We include a size chart on each product page with detailed measurements, along with information on the model’s height and the size they’re wearing for reference. Still unsure? Feel free to reach out to our Client Services team for personalized advice or visit our showroom on open days to try things out in person.
SHOWROOM >
How can I schedule a visit to the NAMESAKE Showroom? >>
Open Days: Our showroom is open 5 days each month. Follow us on Instagram (@namesak3) to stay updated with our open days.
Non-Open Days: If you'd like to visit outside of our regular open days, simply make a reservation through our showroom booking system or email us with your preferred time. A team member will assist you in setting up your visit.
Can I pick up my order at the showroom? >>
Yes, you can! Just book a time slot through our showroom appointment booking system or email us with your order number, name, phone number, and preferred time for pickup. We’ll make sure your items are ready for you when you arrive.
Membership Benefits & Promotions >
Can I still earn points during promotional periods? >>
Yes. Purchases made during promotional periods will still earn points based on your membership tier. This allows you to enjoy promotional offers while continuing to accumulate member rewards.
Can I use Rewards during promotional periods? >>
Yes. Rewards can still be used during promotional periods, allowing members to enjoy promotions while redeeming their accumulated benefits.
Can Rewards be used together with other discount codes? >>
After redemption, rewards are issued as a “discount code.” Whether it can be used together with other offers is subject to the terms of the discount code and the rules of the applicable promotion.
Points Accumulation & Account >
When will my points be credited to my account? >>
Points will be credited based on the type of activity:
．Purchases, newsletter subscriptions, and survey feedback: credited instantly
．Brand campaigns or member experiences: credited within 1–3 days
If points are not credited within the expected time frame, please contact our customer service team for assistance.
Why are my points not showing in my account? >>
In some cases, it may take a short time for points to synchronize with your account. If they do not appear after an extended period, please contact our customer service team and we will assist in checking the status.
What happens to my points if I cancel an order? >>
Points will be adjusted according to the order status:
．Returns: points will be deducted based on the refunded amount
．Exchanges: if a price difference occurs, the system will automatically adjust the points accordingly
Can I earn points on service-related fees (such as exchange shipping fees or repair fees)? >>
Currently, such fees are not eligible for points accumulation. However, you can continue to earn points through purchases or other brand activities.
Can points from different accounts be combined? >>
Points are accumulated and used separately for each member account. Points cannot be combined across different accounts.
How can I check my points balance and expiration date? >>
After logging into your member account, you can view:
．Points Balance
．Points Expiration Date (Use Before Month/Date, Year)
Each time you make a purchase, redeem Rewards, or complete member activities, the expiration date of your points will be extended by 6 months.
Due to the launch of the new loyalty program in 2026, all points earned before January 31, 2026 will have their expiration date extended to August 1, 2026.
Points Redemption & Rewards Usage >
Can points and rewards be transferred or shared with others? >>
Points are for use within the member’s account only and cannot be transferred or shared with other accounts.
Do I need to use my Reward immediately after redeeming it? Is there an expiration date? >>
Once redeemed, you will receive a Discount Code. It does not need to be used immediately, but it must be used before its expiration date.
Points Redemption & Returns/Exchanges >
Where can I find my discount code after redemption? >>
You can find your redeemed Rewards discount codes in the "Loyalty Hub" within your account. A confirmation email containing the code will also be sent after a successful redemption.
Can items redeemed with points be returned or exchanged? >>
"Selected Gear" items redeemed using points are not eligible for return or exchange. Please review the details carefully before redeeming.
If I need to pay the price difference during an exchange, can I use points to cover the difference? >>
Currently, any price difference during an exchange must be paid using a credit card or other payment method. Points cannot be used to cover the difference.
Cancellation & Refunds >
Can I cancel a Reward redemption and have the points returned? >>
Once points have been redeemed for Rewards, the redemption cannot be canceled and the points cannot be returned. Please confirm your selection before redeeming.
What happens if a product redeemed with points becomes out of stock? >>
If an item cannot be fulfilled due to inventory issues, our customer service team will assist in returning the points to your member account in full.
How can I view my Points and Rewards benefits? >>
You can log in to your member account or visit the Loyalty Program page to view complete information, including:
．Your points balance
．Available Rewards redemptions
．Tier benefits and privileges
Membership Qualification & Accumulation >
How do I become an ALL-STAR or MVP member? >>
You can upgrade your membership through either a single purchase or your annual cumulative spending:
．ALL-STAR: Single purchase of NT$50,000, or annual spending of NT$100,000
．MVP: Single purchase of NT$100,000, or annual spending of NT$200,000
Once your order reaches the required threshold, your membership status will be automatically upgraded by the system.
Can I combine purchases from family or friends to reach the membership threshold? >>
To ensure membership benefits are tied to individual accounts, membership tiers are calculated based on purchases made under the same account.
At this time, purchases from different accounts cannot be combined.
How is annual spending calculated? >>
Annual spending is calculated from January 1 to December 31 each year.
All purchases made within this period will count toward your membership qualification.
Do ALL-STAR or MVP memberships expire? >>
ALL-STAR and MVP membership status is valid until December 31 of each calendar year.
Membership tiers are reviewed at the end of each year based on total annual spending. If the renewal threshold is not met, the membership tier will be adjusted for the following year.
How do I renew my ALL-STAR or MVP membership? >>
To maintain your membership for the following year, the renewal thresholds are:
．ALL-STAR: Annual spending of NT$120,000
．MVP: Annual spending of NT$200,000
Once the threshold is reached, your membership will automatically renew for the next year.
When can I start using my membership benefits after upgrading? >>
Your membership benefits become effective immediately once the upgrade threshold is reached.
If I reach a membership tier near the end of the year, will the membership period be extended? >>
Membership status remains valid until December 31 of the same year, even if the upgrade occurs later in the year.
Your membership level for the following year will be determined based on your new annual spending.
Membership Discounts & Usage >
How do ALL-STAR and MVP membership discounts work? >>
Membership discounts are linked to your registered email account.
．Online Store: Log in to your account and your membership discount will be automatically applied at checkout.
．Showroom: Discounts are available when the member account holder is present and logged in.
Do membership discounts apply to items that are already on sale? >>
If an item is already discounted, the more favorable price will generally apply.
However, some promotions may have different rules. Please refer to the terms of the specific promotion for details.
Do membership discounts apply to shipping fees? >>
Membership discounts apply to product prices only and do not apply to shipping fees.
Can membership discounts be combined with other promotions? >>
Whether discounts can be combined with other promotions depends on the specific campaign rules during each promotional period.
Please refer to the promotion details during the event.
Purchase Channels >
Can I use membership discounts when purchasing NAMESAKE products from other retailers? >>
Membership discounts are currently available only on the NAMESAKE official website and official showroom.
Purchases made through other retail partners will follow the store’s own pricing and promotion policies.
Membership Information & Account >
How can I check my membership status and benefits? >>
You can log in to your NAMESAKE account and view your membership details in the Loyalty Program or Account page, including:
．Current VIP Tier
．Membership validity period (Attained until: Month/Date, Year)
．Points balance
．Tier benefits and privileges
Returns, Exchanges & Points >
If I return or exchange an item after upgrading my membership, will it affect my membership status? >>
Membership tiers are determined based on valid spending. If a return results in the spending falling below the required threshold, the membership tier may be adjusted accordingly.
If I return an item purchased with a membership discount, how will the refund be handled? >>
For returns, refunds are issued based on the actual amount paid.
For exchanges, the membership discount will be reapplied to the new item, and any price difference will be adjusted accordingly.
Do ALL-STAR and MVP members receive additional points rewards? >>
Currently, only MVP members receive additional points rewards. For more details about points benefits, please visit your account page on our website.
Can membership discounts be used together with points redemption coupons? >>
Yes. Membership discounts can be combined with points redemption rewards (such as 5% off coupons or free shipping coupons) to provide additional savings.