DELIVERY OPTIONS / 12SHOES
Delivered to your door, or collected at a store.
In Taiwan, choose Black Cat or Hsinchu home delivery, or collection at 7‑ELEVEN or FamilyMart. Hong Kong deliveries use SF Express, Singapore uses J&T, and Malaysia uses Ninja Van. Find your delivery options, parcel limits and the details to send us below.
Choose delivery by destination
Taiwan | Black Cat, Hsinchu, 7‑ELEVEN, FamilyMart
- Home or workplace: choose Black Cat or Hsinchu. Provide the recipient’s name, mobile number and full street, floor and unit address.
- Store collection: choose 7‑ELEVEN or FamilyMart. Send the store chain, branch name and store code, plus the recipient’s name and mobile number.
- Transport routes: air freight and sea express both list all four delivery options above. Air or sea is the transport route; home delivery or store collection is how you receive the parcel in Taiwan. You can request both separately.
- Offshore islands: Matsu, Penghu, Kinmen, Lienchiang, Green Island and Orchid Island are listed as island delivery areas. Send the island name and full address so we can check your chosen carrier or collection branch.
Hong Kong | SF Express
- Delivery: SF Express delivers to a physical address. Include the district, street, building, floor and unit.
- Coverage: Hong Kong districts, excluding outlying islands, restricted areas and P.O. boxes.
- Redirection: you can request a change while the parcel is being delivered, before it returns to the overseas warehouse. Send your order number, original address and new address together.
- Return collection: this route offers SF Express collection from your address. Contact support to arrange the return and pickup address first.
Singapore | J&T
- Coverage: nationwide Singapore delivery, with J&T handling local delivery.
- Recipient details: name, reachable phone number, postcode and full address. Include the block, floor and unit for apartments and offices.
- Parcel limits: each side under 80 cm; chargeable weight under 30 kg.
- Returned parcels: the route offers return collection and relabelling or forwarding after a parcel reaches the warehouse. Send your order number and new address if you need another delivery.
Malaysia | Ninja Van
- Coverage: both West and East Malaysia, with Ninja Van handling local delivery.
- Address details: include the state, city, postcode and full street address, and specify East or West Malaysia.
- Parcel limits: combined length, width and height under 200 cm; each side under 100 cm; chargeable weight under 30 kg.
- Returned parcels: return collection is available through this route. Refused parcels return to the overseas warehouse, where a new delivery can be requested.
Taiwan: home delivery or store collection?
Someone can receive it: choose home delivery
Choose Black Cat or Hsinchu and provide an address where someone can receive the parcel. Write your carrier choice in the order notes, or tell support on WhatsApp before dispatch.
Standard home-delivery arrangements cover parcels up to 5 kg actual weight. A parcel over 5 kg is not automatically rejected, but needs a separate overweight delivery arrangement. We check the packed weight for multi-pair orders.
Prefer to collect it yourself: choose a store
Choose 7‑ELEVEN or FamilyMart. Send the store chain, branch name, store code, recipient’s name and mobile number. The store’s street address alone does not identify the collection branch adequately.
Store-collection parcels can be up to 45 cm long, 30 cm wide and 30 cm high. These are the outer-package measurements. Choose home delivery if several pairs or a large shoebox exceed these limits.
No carrier or store selector at checkout?
Put your delivery request in the order notes, or send it to support on WhatsApp. You can still request store collection without a dropdown. Use this format: Taiwan / 7‑ELEVEN or FamilyMart / branch name / store code / recipient / mobile number. Include your order number if you have one, and send the details before dispatch.
From your delivery choice to receipt
- Choose how to receive it. In Taiwan, specify home delivery or store collection, and any air-freight or sea-express preference. Other destinations use the local carriers listed above.
- Send the details. Home delivery needs a full address; Taiwan store collection needs the branch details. Use a phone number and email where you can receive delivery messages.
- We check the packed parcel. The shoebox and outer carton determine whether the order fits the selected route or store-collection limits. Large or multi-pair orders need this check before dispatch.
- Follow delivery notifications. Watch for the carrier’s delivery or collection notice. If you cannot receive the parcel, send support your order number and latest tracking status.
How do I ask for an arrival estimate?
Send the product or order number, destination and postcode, delivery choice, and the date you need it. For Taiwan, include your air-freight or sea-express preference. Fixed transit times have not been provided for these routes, so we do not apply one arrival promise to every destination.
How does cash on delivery work?
The Asian routes above offer COD collection. With home delivery, payment is collected when you receive the parcel; with store collection, it is collected when you pick it up. Delivery and payment are separate choices: choosing Black Cat, SF Express or a collection store does not automatically switch your payment method to COD.
Select cash on delivery when it appears at checkout. If it does not, contact support before paying with your destination, product and COD request so we can check the payment arrangement for that order. If you have already paid online, do not ask the carrier to collect payment again.
Multi-pair orders and parcel size
The limits below apply to the fully packed parcel. You do not need to estimate shoebox sizes yourself. We check the outer carton against your chosen delivery method when you buy several pairs together.
- Taiwan store collection: length up to 45 cm; width and height up to 30 cm each.
- Taiwan home delivery: standard arrangements up to 5 kg actual weight; heavier parcels need separate arrangements.
- Hong Kong SF Express: actual weight up to 30 kg; dimensions up to 250 × 150 × 150 cm.
- Singapore J&T: each side under 80 cm; chargeable weight under 30 kg.
- Malaysia Ninja Van: combined sides under 200 cm; each side under 100 cm; chargeable weight under 30 kg.
Why does carton size matter as well as shoe weight?
Singapore, Malaysia and Hong Kong routes compare actual weight with volumetric weight and use the larger figure. Volumetric weight reflects the space a parcel occupies, so a large but light carton can still exceed a route’s weight conditions. We check the carton dimensions and route when arranging delivery.
Europe | Check the product before choosing a route
The available European routes restrict branded goods. Before ordering footwear, send the product link, country and postcode so we can check whether that product can travel on the listed route.
View European countries, routes and delivery arrangements
- Spain and Portugal: CTT route.
- Hungary: Posta route.
- Poland: Poczta route, plus a P‑HF route.
- Czechia: DPD route, plus a P‑HF route.
- Croatia, Slovenia, Italy, Germany, Greece, Romania, Bulgaria and Slovakia: P‑HF routes.
Delivery attempts: generally two attempts, usually preceded by an SMS or email. The route information states no weekend delivery; do not plan around a guaranteed weekend arrival.
Parcels: maximum 60 × 40 × 40 cm and 10 kg per parcel. Irregular or fragile parcels are not accepted.
Required details: recipient name, phone, email, postcode, province or county, city or town and complete address. A plus sign is allowed in international phone numbers; omit brackets, asterisks and underscores.
Postcode format examples: Poland 12-345, Portugal 1234-123, Czechia 123 45. Use the real postcode for your address, not these example numbers.
Address changes, redelivery and returns
Wrong address or failed delivery
Send your order number, original recipient details, new recipient details and latest delivery notice together. Hong Kong offers in-transit redirection before return to the overseas warehouse. Taiwan, Singapore and Malaysia also offer forwarding after a returned parcel reaches the warehouse. We first locate the parcel, then work out whether it needs redirection or a new shipment.
Returns or a damaged parcel
Send your order number, a description of the problem, and photos of the item and outer packaging. Hong Kong offers SF Express pickup; the Taiwan, Singapore and Malaysia routes also list return-collection services. Arrange the return with support first, keep the item and packaging, and do not send it directly to a logistics warehouse.
Common questions
Can I collect an order at a convenience store in Taiwan?
Yes. Choose 7‑ELEVEN or FamilyMart. Before dispatch, send the chain, branch name, store code, recipient’s name and mobile number. Use the order notes or WhatsApp, and include your order number. Parcels must fit within 45 × 30 × 30 cm; choose Black Cat or Hsinchu home delivery for larger parcels.
Can I choose Black Cat?
Yes. Taiwan home delivery offers Black Cat or Hsinchu. Put your carrier choice in the order notes or tell support before dispatch, along with your full delivery address and phone number.
Is Taiwan store collection available with both air freight and sea express?
Yes. Both routes list 7‑ELEVEN and FamilyMart collection, as well as Black Cat and Hsinchu home delivery. Tell us your collection or home-delivery choice when requesting the transport route.
Do you deliver to East Malaysia?
Yes. The Malaysia routes cover East and West Malaysia, with Ninja Van handling delivery. Include your state, city, postcode and full address, and specify East Malaysia.
