FAQs

General
How do I pronounce TOUCHEU?

TOUCHEU is pronounced “TOUCH - EU”.

What does TOUCHEU mean?

TOUCHEU represents the story behind every master craftsmanship that touches the hearts of many.

Account
Do I need an account to shop for a merchandise?

Yes, having an account facilitates shopping experience. You can easily add favorite items, follow brands, enter multiple shipping addresses, view order status, confirm order upon receival, track order and more. All you need is either your email, Facebook, WeChat, Weibo or phone number.

How do I reset my password?

Simply click Forgot Password and select how you want to receive the reset link - via email or sms. Click the link and enter a new password. Please note that sms option is only available to China.

Will my data be kept private?

Yes, we will not share your data to anyone and it remains confidential.

Ordering
How do I shop?

Please check How to Shop page.

How many languages do you support?

Two - English and Simplified Chinese.

Where can I find my size?

Please check our Sizing page for general information on sizing. If you need more details, please contact our seller or TOUCHEU for assistance.

What are pre-orders and where to find them?

Pre-orders include bespoke/made-to-order items and items taking more than 3 working days to be shipped. They are listed on the same page as that of ready-stock items.

Can I checkout as a single order when I have multiple items in my bag?

Yes, your items will be combined thus you only need to checkout once.

Why can't I add some items to my shopping bag?

When our seller is on vacation or unavailable at the moment, he/she will put a notice on his/her page. This automatically disables any purchase until the seller is back.

Can I cancel my order?

You cannot cancel an order once it is placed. Therefore, you are encouraged to check and confirm carefully before checkout. In some cases, a transaction can be cancelled because:

  • a seller does not fulfill buyer's order.
  • a buyer's payment is not successful.
  • an item is returned.
  • a buyer or seller violates TOUCHEU terms and policies.
I haven’t received my order confirmation email?

Not to worry! This may just mean a typo when you provided us with your email address. Please email hello@toucheu.com and we will resend the confirmation to you. You can also view your order under My Account.

Payments & Taxes
How does TOUCHEU pricing work?

All prices are determined by each seller and may vary depending on the currency selected. TOUCHEU performs daily currency updates based on current market rates.

Which currencies do you support?

We support CNY, HKD, JPY, USD, EUR and GBP. You can select your preferred currency when shopping. But, please note that it affects the type of payment method supported in the checkout page. For more information, please refer to the table below.

 

 

PayPal

Alipay

WeChat Pay

UnionPay

CNY (¥)

HKD ($)

JPY (¥)

USD ($)

EUR (€)

GBP (£)

What payment methods do you accept?

We accept PayPal, Alipay, WeChat Pay and UnionPay. The latter three are only available to China.

How can I check my payment confirmation?

Once we receive your payment, you will receive order and payment confirmation in one email. You can also check the status in your account.

Is my payment safe?

Yes, your payment is secure. We use multiple layers of security in addition to security protection from PayPal and other payment gateways.

Will I need to pay overseas import taxes?

When you are shopping with TOUCHEU, you are liable for all duties and taxes on your order. In most cases, any customs or import duties are charged once the parcel reaches its destination country. You may be charged for handling fees, duties and taxes as your order passes through customs. Any charges on a parcel must be paid by the person receiving the parcel. Customs policies and import duties vary from country to country. Please contact your local customs office for current charges before you order, so you are not surprised by the charges you were not expecting.

Shipping
Where does TOUCHEU ship to?

We currently ship to the following countries.

 

ASIA PACIFIC

  Australia

  China

  Hong Kong

  Japan

  Macau

  New Zealand

  Singapore

  South Korea

  Taiwan

EUROPE

  Austria

  Belgium

  Czech Republic

  Denmark

  Finland

  France

  Germany

  Greece

  Hungary


  Iceland

  Ireland

  Italy

  Luxembourg

  Netherlands

  Norway

  Poland

  Portugal

  Russia


  Spain

  Sweden

  Switzerland

  Turkey

  UK

NORTH AMERICA

  Canada

  USA

How do you determine shipping costs?

As every order is unique, shipping costs vary depending on the item’s size, weight, courier type and destination. All shipping costs are automatically generated by our shipping API.

When will I receive my order?

Sellers ship ready-stock items within 3 working days and pre-orders within the specified time after receiving order notification. You can expect the order to arrive within 3 to 7 working days. While we aim to make sure every order is processed and shipped within the stipulated time, we are not responsible for any delay due to customs clearance or unsuccessful payment.

How can I track my order?

After your order is shipped, the seller will update the tracking number. This follows an email notification. You can then track by clicking Track on the Purchases section under My Account.

How will my order be shipped when I buy from different sellers?

Multiple items purchased per order from the same seller will be combined and shipped together. When you buy several items from different sellers, your items will be shipped separately.

How will my order be shipped when I buy pre-ordered and ready-stock items together?

You can choose to ship the items together or separately. Should you choose the former, you will pay for one shipping fee and have to wait until the pre-order is released. If you prefer the latter, you will receive both items separately and have to pay two shipping fees. This applies when you buy from the same seller. If you buy from different sellers, the ready-stock item will be shipped first and separately.

My parcel is missing. What do I need to do?

It is important that you fill in your correct address when ordering. TOUCHEU cannot accept responsibility for the wrong address being used with an order. Please email us if your order does not arrive within the expected delivery time frame. Our next step is to lodge an inquiry with the relevant courier. The postal service will then get in touch with you. The whole process can take up to 2 months. Please provide a secure daytime delivery address and it’s best if you or someone is present to receive your parcel as our courier does require a signature upon delivery.

Returns & Refunds
Can I return an item?

Every seller has his/her own return policy and not all sellers accept returns. If return option is available, please check our criteria under Returns Policy for more details. Please note that you must submit TOUCHEU return form and return the item within 7 days after your item arrives.

How does TOUCHEU refund work?

TOUCHEU will provide a refund by disbursing the fund to the buyer’s account. However, please note that TOUCHEU is not responsible to compensate for the payment processing fee when transferring the amount. Refunds are also applicable under certain circumstances only. Please refer to our Refund Policy for more information.