Frequently Asked Questions

Payment Methods

● Credit Card (Secure Online Payment)

A convenient and reliable payment method. When you select online credit card payment, the transaction is processed through SSL encryption to ensure the absolute privacy and security of your personal data.

 

● Convenience Store Pickup & Pay (C.O.D.)

An ideal option for those who prefer not to receive packages at home or do not wish to use an ATM or credit card. Simply pay and collect your items at your designated convenience store.

 

● LINE Pay

Experience seamless checkout without the need to enter credit card details or perform 3D Secure verification. Simply enter your dedicated LINE Pay passcode to complete your transaction instantly, saving you valuable time.

 

● JKOPAY (街口支付)

Please ensure the JKOPAY app is installed on your mobile device. You may pay using your JKOPAY balance or a linked bank account, with the added flexibility of using JKO Coins to offset your purchase.

Courier Delivery (Home Delivery)

pulsecos (hereinafter referred to as “the Company,” “we,” or “us”) utilizes Takkyubin (Black Cat) for professional express delivery services within the designated service areas in Taiwan. For offshore islands, please select “Convenience Store Pickup.” Our partner, Takkyubin, will also assist with the collection of items for authorized returns.

We strive to deliver your order to your specified address within the estimated timeframe. Please be advised that inaccurate or incomplete shipping information may result in delivery failure or significant delays.

Should any issues arise after your order is placed, please contact our Client Concierge. Our team will respond as quickly as possible. Any adjustments made to your order that affect the original shipping schedule shall not be considered a delay on the part of pulsecos.

Delivery Attempts & Delays:

  • Unsuccessful Delivery: If the courier is unable to contact you, the package will be returned after 7 days. Return documentation will be handled by pulsecos on your behalf.

  • Peak Periods: During major promotional events or holidays, high order volumes may impact delivery times. Such instances do not constitute a shipping delay by the Company.

  • Special Circumstances: Delays caused by warehouse inventory audits, public holidays, extreme weather, or labor shortages will be resolved as quickly as possible.

  • Remote Areas: Delivery cycles may be longer for remote locations. We recommend checking the courier’s website for real-time tracking or contacting our support team.

Convenience Store Pickup

You may select “Convenience Store Pickup” if your order meets the following criteria. Once the package arrives at your designated store, a notification SMS will be sent to your registered mobile number.

Pickup Requirements:

  • Timeline: Please collect your items within 7 days (including weekends/holidays) and present your original photo ID (the name on the ID must match the recipient’s name).

  • Failure to Collect: If the items are not picked up within 7 days, the order will be processed as a return.

  • Account Restrictions: If a user fails to pick up orders three times within a 30-day period, the system will automatically restrict or cancel the “Convenience Store Pickup” option. pulsecos reserves the right to terminate orders and related benefits if necessary.

Package Specifications for Pickup:

  • Total dimensions (Length + Width + Height) must not exceed 105 cm.

  • The longest side must not exceed 45 cm.

  • Total weight must not exceed 5 kg.

  • Total order value must not exceed NT$20,000.

Note: Returns for pickup orders will still be collected via our home delivery partner, Takkyubin.

Service Limitations

Please note that the pulsecos official online store does not provide the following:

  • Specifying a exact delivery date or time.

  • Changing the delivery address or item details once the order is finalized.

Potential Shipping Delays

  • Customer Inquiries: Any post-order communication with our concierge team may affect the dispatch timeline.

  • Address Errors: Inaccurate or incomplete addresses provided by the consumer.

  • Out of Stock: In the event of an inventory shortage, our team will contact you promptly to facilitate a cancellation and refund.

Important Notices

  • Third-Party Receipt: To protect your interests, we recommend receiving the package in person. Signature by family members, building management, or security personnel is legally deemed as “received by the customer.”

  • Refusal of Delivery: If a recipient refuses delivery without a valid reason, the order will be automatically returned and canceled.

Pulse&Co. Advisory: For luxury beaded items, we recommend ensuring your delivery address is a secure location to maintain the integrity of your high-end purchase.

1. General Returns

For items purchased on the pulsecos official website, you may apply for a return within the 7-day inspection period starting from the day after you receive the goods (based on the delivery signature date). Please note that pulsecos currently does not offer direct exchange services.

General return conditions apply to all items, including full-price, sale, and promotional items, except for orders using specific coupons (please refer to Section 2 for coupon-related returns). *All returns must meet the “Return Conditions” outlined in Section 3.

2. Returns for Orders with Coupons/Discounts

If a promotional discount or coupon was applied at checkout, the order can only be returned in its entirety. This means that individual items within the same order cannot be returned separately, even if those specific items were not subject to a discount.

3. Return Conditions (Eligibility)

To qualify for a refund, the returned items must meet the following criteria:

  • a. Within the Inspection Period: The application must be made within 7 days starting from the day after receipt (including weekends and holidays). If the 7th day falls on a holiday, the period is extended to the next business day.

  • b. Original Condition: Items must be unworn, unwashed, unaltered, and free of stains, makeup marks, or odors. Tags must remain attached and intact to ensure the item can be resold.

  • c. Complete Packaging: The original packaging (including boxes and outer bags), accessories, manuals, tags, and labels must be included.

    • Note: For jewelry, the specialty display box is considered part of the product. Please do not apply tape directly to the jewelry box. Place the item in an outer shipping carton before sealing.

  • d. Promotional Gifts: Any complimentary gifts included with the purchase must be returned in their original, unused condition. If a gift is not returned or shows signs of use, the return will not be accepted.

  • e. Handover Timeline: Once the return is approved, please hand the package to the courier within 5 days. Please keep the items safe during this period to protect your return rights.

4. Defective Item Returns

If you encounter a quality issue, you may apply for a “Defective Return” via your Order History. Once the item is inspected and confirmed as defective by our After-Sales Center, a refund will be processed immediately.

The following are NOT considered quality defects:

  • a. Minor Aesthetic Variations: Small loose threads, raw edges (common in textile components), slight color variations due to monitor settings, or subjective differences in texture and “feel.”

  • b. Subjective Preference: Returns based on changes in personal taste, style, or color preference.

  • c. Misuse/Damage: Damage caused by improper use, washing, maintenance, or unauthorized self-repair/alterations.

  • d. Sizing Issues: Returns due to fit or size preference. Please refer to our Size Guide before purchasing.

    • Note: Due to manual measurement, minor deviations are unavoidable; actual dimensions should be based on the physical product.

5. Non-Returnable Situations

Returns will be rejected under the following circumstances:

  • Items not purchased directly from the pulsecos official website.

  • The 7-day inspection period has expired.

  • The return is incomplete or damaged (e.g., missing items, damaged jewelry boxes, or missing gifts).

  • Signs of use, washing, modification (e.g., resizing), stains, or missing/broken tags that prevent secondary sale.

Online-Only Service: Items purchased online must be returned via our online portal. We do not currently accept returns for online orders at physical retail locations, nor can boutique purchases be returned via the website.

6. Return Process

  1. Log in to your Member Account.

  2. Go to Order Inquiry.

  3. Select the order you wish to return.

  4. Click “Apply for Return.” For further assistance, please contact our Client Concierge.

7. Refunds

Once the returned items are confirmed to meet the return conditions, the refund will be issued to your original payment method within 7-10 business days.

  • Shipping Fees: Original shipping costs are non-refundable as they represent a service already rendered by the carrier.

  • Promotion Adjustments: If a partial return causes the remaining order value to fall below a promotional threshold (e.g., “Spend $2000 get $200 off”), we reserve the right to deduct the price difference from your refund.

  • Processing Time: The actual time it takes for funds to appear in your account depends on your bank’s specific processing protocols.

Q: Will out-of-stock items be restocked? If so, when? A: Availability and stock levels are updated in real-time. Please refer to the current information displayed on our product pages for the most accurate status.

Q: How can I check the status of my return? A: If your order status shows “Return in Progress,” it means we have notified the courier to collect your package. The actual pickup time depends on the courier’s schedule. We appreciate your patience.

Q: Can I exchange an item if the size is not right? A: We do not offer direct exchange services. You may apply for a return within the 7-day inspection period. Please note that if a promotional discount was applied to your order, we only accept returns for the entire order; partial returns are not supported. Any promotional gifts must also be returned in their original condition.

Q: If the size is incorrect, can I return or exchange the item at a physical store? A: Items purchased on our official website are eligible for online return services only. We currently do not support returns or exchanges at physical retail locations.

Q: Can I specify a delivery date or request a delayed shipment after placing an order? A: We do not offer the option to specify a particular delivery date or time. The actual delivery window is determined by the logistics company’s scheduling.

Q: If I cancel my order, will my used coupon be refunded? A: If the coupon is still within its valid period, it will be restored to your account approximately 30 minutes after the cancellation is processed.

Q: If my payment fails or the order is not successfully created, when will I receive a refund? A: In these cases, your card has not been officially charged. The amount is currently “authorized” or “held” by your bank. The credit limit is expected to be released and returned to your account within 30 to 40 business days, depending on your bank’s policy.

Q: What are the terms and conditions for using coupons? A: 1. Multiple coupons may be used per online checkout. Usage at physical counters or stores is subject to separate official announcements. 2. After applying a coupon, the final price of each item cannot be zero, and the total payment for the order must not be less than 50% of the total original list price. 3. Items marked as “Coupon Excluded” are not eligible for further discounts. 4. Each coupon can be used only once; it has no cash value and cannot be restored once redeemed. 5. If an order using a coupon is returned, the coupon will not be reissued or refunded.

How do I know if my order was successful?

Once your order is placed, the system will automatically send an “Order Confirmation” email to your registered address. This email contains your order serial number, itemized details, and shipping information.

How can I track my order progress?

To stay updated on your shipment, please log in to your account and navigate to “My Account > Order Inquiry.” You will find the real-time status of your package there.

How do I cancel an order?

If the items have not yet been dispatched, you may cancel your order by going to “My Account > Order Inquiry” and clicking the “Cancel Order” button. Please note that once an order enters the shipping process, cancellations can no longer be processed manually.

pulsecos partners with 91APP to handle the sale of goods and issue Unified Invoices to our customers.

1. Why haven’t I received a physical invoice?

In compliance with digital regulations, we issue e-Invoices for all purchases. No physical paper invoices will be mailed. All e-Invoices are uploaded to the Ministry of Finance’s e-Invoice Platform (https://www.einvoice.nat.gov.tw/). You can use the “Member Carrier” (會員載具) function in our Member Center > Help Center to link your e-Invoices to your personal carrier.

  • Linked Accounts: Winning notifications and prize claims will be managed directly by the e-Invoice Platform.

  • Unlinked Accounts: If you haven’t linked your carrier, pulsecos will notify you of winning invoices via email, push notification, or SMS.

2. How can I request a paper invoice?

If you require a hard copy (e-Invoice Certificate), please navigate to: Order Inquiry > [Select Order] > e-Invoice Details > Request Paper Invoice. Our concierge team will process your request promptly. Tip: You can view your digital invoice anytime under “Invoices” in your Order Details once the item has been picked up.

3. Invoices with Tax ID (Company Title)

Invoices issued with a Tax ID (VAT number) or company title will be sent as a digital PDF (e-Invoice Certificate) via email immediately after issuance. The “Invoice Shipping Date” in your Order Inquiry will reflect when the email was sent.

4. How are donated invoices handled?

If you choose to donate your invoice at checkout, the details will be transmitted to the designated charity via the e-Invoice Platform before the draw date.

  • Important: Once a donation is finalized, you cannot request a paper copy or change the recipient. If a return is initiated, pulsecos will void the original invoice.

5. What if I need to add/correct a Tax ID?

  • If you haven’t received a paper copy: Go to Order Inquiry > [Select Order] > Invoices and click “Contact Support” to submit your correction request.

  • If you have already received the paper copy: Please return the original invoice within 3 days. Complete the “Credit Note” (折讓單) on the back and include the corrected Tax ID/Title. Mail it to the 91APP Accounting Department (6F., No. 768, Sec. 4, Bade Rd., Nangang Dist., Taipei City 115, Taiwan). Note: A new invoice will be issued with a new number and will reflect the month of the application.

6. Where can I find my invoice number?

Invoices are issued once payment is complete and the item has shipped. View your number under: Order Inquiry > [Select Order] > Invoices. Note: For donated invoices, the last three digits will be masked with asterisks (e.g., AB-12345***) to protect the charity’s rights.

7. Winning Invoices & Prize Claims

Draws occur on the 25th of every odd month. Results will be displayed in your “Invoices” section after the 28th of that month.

  1. Carrier Linked: If using a Mobile Barcode or Citizen Digital Certificate, the e-Invoice Platform will handle all notifications and claims.

  2. Carrier Unlinked: We will notify you via email/push notification.

    • Prizes ≤ NT$9,999: Print your winning invoice at designated convenience store kiosks (e.g., ibon).

    • Prizes ≥ NT$10,000: We will mail the paper invoice to your registered address via registered mail.

    • Prizes ≥ NT$200,000: Please bring your ID to the 91APP office in person to claim the prize.

8. FAQ & Restrictions

  • Non-winning Invoices: We do not proactively mail non-winning invoices. You can check all transaction records on the e-Invoice Platform.

  • Changing to Donation: Once an order is placed, you cannot change a non-donated invoice to a donation.

  • Customization: Our invoicing system is automated. Invoices must reflect the actual product name and transaction amount. We cannot specify dates or alter product names/amounts.