introduce

Shipping Schedule
Orders are typically processed and shipped within 1–3 business days after confirmation. Thank you for your patience.

Payment Methods

Credit Card Online (VISA, MasterCard, JCB, UnionPay)
ATM Transfer
The system will automatically provide you with a virtual account number for secure payment. Once the payment is completed, your order status will be updated to Paid.
Note:

Please complete the payment within 3 days, before the virtual account expires.
Transfers can be made from any bank; some banks may charge additional handling fees.

Payment Deadline After Ordering

Some items are limited in quantity. To ensure fair service for all members, please complete your payment within 3–5 days after placing your order.
If payment is not received within this period, the system will automatically cancel your order, and you will need to place a new order. We apologize for any inconvenience caused.

Delivery Methods

We offer Home Delivery and 7‑Eleven Store Pickup.
For international orders, shipping fees charged by the courier will apply, along with an additional handling fee for packaging and processing.

Return & Exchange Policy

Returns and Exchanges:

1.If you receive a product that is incorrect or has damaged packaging before opening, please contact our customer service first to arrange an exchange. We will process it promptly.
2.After confirming your return request with customer service, we will notify the courier to pick up the item.
3.The cooling-off period is not a trial period. Returned items must be unopened, undamaged, and complete (including the main product, invoice, and all accompanying materials).
4.Exchange service is only available for items that are incorrect or have damaged packaging, and will be exchanged for the same product. If you wish to exchange for a different product, please return the item first and place a new order.
5.For bundle or promotional items, partial returns are not allowed; the entire set must be returned.
6.When returning or exchanging, please use the original packaging box. If the original box is lost, please use another box to pack securely. Do not attach labels or write on the product packaging, as damage may void the return/exchange service.
7.If, after returning items, the order total falls below the free shipping threshold, NT$150 shipping fee will be deducted from your refund.
8.After requesting a return or exchange, please obtain and keep the courier receipt until the process is completed for future reference.
9.If a member’s abnormal return/exchange causes operational difficulties, Renoir reserves the right to refuse service or permanently cancel membership.
10.Situations Not Eligible for Return/Exchange:

(1)Not contacting Renoir Puzzle Cultural Workshop customer service before returning/exchanging.
(2)Beyond 7 days cooling-off period (from the date of receipt).
(3)Product issues due to improper use.
(4)Product stored or exposed in unsuitable environments.
(5)Damage caused by force majeure.
(6)Damage caused by spills or liquids.
(7)Normal wear and tear of the product.
(8)Incomplete or damaged original packaging or accessories.
(9)Product not supplied by Renoir Puzzle Cultural Workshop.
(10)Personalized custom puzzles are not eligible for return/exchange.
International orders are not eligible for 7-day cooling-off returns.
Refund Method:

Credit Card Orders: Refund will be processed back to the original credit card.
Bank Transfer Orders: Refund will be transferred to the member’s bank account. Bank transfer fees, if any, are the responsibility of the member.

Shipping Fee

Standard shipping fee is NT$150 per order, regardless of quantity.
Members enjoy free shipping for a single order of NT$1,200 or more.
For international orders, shipping fees will be calculated automatically at checkout. In addition to courier charges, an extra handling fee for packaging and processing may apply.
Shipping fees are not eligible for points accumulation.

Order Processing & Shipping Schedule

Shipments are processed on regular weekdays (Monday to Friday). Orders are not shipped on weekends or public holidays.

Once payment is confirmed, shipping will be arranged on the next business day. If you need to modify the delivery information, please contact us before the order is shipped. We will be happy to assist you.

Please note: once the order has been shipped, we are unable to make changes. We appreciate your understanding.

Estimated Delivery Time

Home Delivery

1.Delivery time: 2–3 days for Taiwan main island / 3–5 days for offshore islands (may be extended during holidays)
2.Service area: All of Taiwan
7‑Eleven Store Pickup

1.Delivery time: Approximately 2–3 days (may be extended during holidays)
2.Service area: Taiwan main island only
Some special stores (e.g., TRA or THSR locations) may not offer this service.
The above delivery times are estimates and may vary depending on the logistics provider’s operations and announcements.

How to Modify Order Details or Delivery Address

1.After placing an order, you can log in to your member account and submit a request to modify your order details.

2.Please make any changes before the shipping process begins to ensure we can accommodate your request.

If 7‑11 Pickup Is Not Collected Within the Deadline

If you do not pick up your order from the store within the designated period, the item will be returned to our company and a return process will be initiated. Our customer service team will contact you.

After the return, you will need to place a new order, and shipping fees will apply if the order does not meet the free shipping threshold.

Reminder:
If you fail to collect your order within the notification period two times or more, Renoir reserves the right to refuse any future orders from you.
We kindly ask you to help us preserve valuable order resources and protect your own rights.

Received Your Order but Didn’t See the Invoice?

According to the Ministry of Finance regulations, electronic invoices are not sent automatically by mail. Renoir will upload the invoice information to the government platform.

You can receive the electronic invoice at your provided email address within 24 hours after shipment. For more details, please refer to the Ministry of Finance e-Invoice Service Platform.

For more questions about electronic invoices >>

International Order Notice

Shipping Fee Calculation

After adding items to your shopping cart, the system will automatically calculate international shipping fees.
In addition to the shipping fees charged by the logistics company, a handling and packaging fee may apply.
Shipping fees are not included in reward point accumulation.

Customs Duties and Import Taxes

Depending on your country’s customs regulations, international orders may be subject to customs duties, VAT, or other import fees.
Duties and taxes are the responsibility of the recipient and are determined by local customs authorities.
Renoir cannot control or pre-collect these charges, so please be aware of any additional fees that may apply.

Processing and Delivery Time

Order processing time is approximately 3–5 business days.
Actual delivery time depends on the logistics provider and may be affected by the destination country, customs inspection, or other factors.
Order Modifications and Cancellations

Once an international order is shipped, changes to the shipping address or order cancellation are not possible.
Incorrect recipient information may result in returned shipments or additional shipping charges, which must be borne by the customer.

Return and Exchange Policy

International orders are non-returnable and non-exchangeable.
Please ensure your order details and shipping information are correct before placing your order.

Other Notes

Please confirm that your country allows the import of puzzle products. We cannot ship to countries with import restrictions.
Tracking information will be provided by the logistics company; Renoir only provides the tracking number for reference.

Shopping Process
Select Products ► Shopping Cart ► Continue Shopping / Review & Checkout ► Choose Payment Method ► Choose Delivery Method ► Confirm Order Details ► Make Payment ► Order Processing & Shipment ► Delivery / Store Pickup