FAQ

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Products

Q: What is the shelf life of your products?
A: The shelf life of confit canned food is one year. It should be stored in the refrigerator and consumed as soon as possible after opening. The shelf life of flavored butter is half a year in the freezer and should be stored in the refrigerator and consumed within one month after defrost.

Q: Which products are vegetarian/vegan?
A: All of LOUU’s confit products use canola oil. Confit cherry tomato with herbs and Mixed mushrooms and porcini confit are vegan; Black garlic butter contains anchovies, thus is not vegetarian/vegan; Spicy butter, Seaweed butter, and Fermented tofu butter are vegetarian but not vegan. However, products may contain spices, garlic, etc. Ingredient information is included on all product pages. You may select products according to your personal diet habits.

Q: I want to order a gift box, can I exchange/add items? Can I include a gift message?
A: Contents for room temperature giftboxes are fixed. You may select an add-on of our branded box with lining paper and a gift message in the shopping cart after selecting the products. Please contact customer service through the LINE official account if you wish to purchase more than 10 customized gift boxes.

Order/Payment

Q: The number of products displayed on the official website is not enough for the quantity I want to buy. What should I do if there is a problem with the order?
A: You may contact customer service through LINE official account for assistance in confirming the quantity or solving your inquiries.

Q: How do I check my order?
A: If your order is successful, you will receive an email confirmation. You may also log in to your LOUU official website account  and select “view order.”

Q: How do I log in/create a membership account?
A: Click “SIGN IN” in the upper right corner of the website to choose to “log in” or select “create an account.” After login, you may check the order progress, membership information, etc. from “My account” in the upper right corner of the web page.

Q: I want to request an exchange/return.
A: We provide a 7-day hesitation period, but not a product trial period. According to Article 19 of the Consumer Protection Law, you are entitled to a 7-day appreciation period (including national holidays) after the products arrive. If the product itself has not been opened, used, and is packaged in good condition, you may request a return, exchange, and refund within 7 days with the receipt of the product. Notice that the appreciation period is not a trial period. If the appreciation period is exceeded, the return will not be accepted unless the product is defective.

Q: How do I exchange/return the product if the received product is not opened and is still within the 7-day appreciation period?
A: For details about exchange/return, please refer to “Return Policy.”

Shipment

Q: Do you have a physical store/Do you provide self-pickup?
A: LOUU is currently not available for consignment through physical channels. Therefore, self-pickup is not available. All products are sold on the official website. However, we hold pop-up stores from time to time, and share news and make announcements via social media and LINE official account.

Q: Can room temperature and frozen products be ordered and delivered together?
A: If room temperature products and frozen products are in the same order, they will be delivered by low-temperature logistics. In this case, room temperature products must be refrigerated when they are received. If you wish to deliver the products at room temperature, please make separate orders and checkouts. We apologize for any inconvenience.

Q: How long will it take for the ordered items to arrive?
A: If the product page does not specifically indicate the delivery time (e.g. pre-ordered products), the normal delivery time is every Tuesday and Friday. Products will be shipped in order. The average delivery time is within one week after order placement. If you wish the products to arrive at a specific time, please contact customer service through our LINE official account. (You may also check the status of your package by entering the tracking number on the order page on the Chunghwa Post website/T-Cat Delivery Service.)

Q: If there are pre-order items in my order, will the items in-stock be shipped first?
A: If your order contains pre-ordered products, it will be based on the delivery time of the pre-ordered products. If you wish to receive the products in stock first, please place separate orders. (Discounts for free shipping over $2,000 are only applicable to a single order. Separate orders may not be combined. Thank you for your understanding. If you wish to purchase large quantities of goods, please contact our customer service).

Q: How do I modify my account information/password/recipient information?
A: After logging in with “SIGN IN” in the upper right corner of our website, you may modify the personal information in “My account.” Please contact customer service through the LINE official account if you wish to modify recipient information in a placed order.

Q: Which overseas regions and which products can you deliver to?
A: Please refer to “Shipment” for details of overseas shipping.

 

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