FAQ
Customers are responsible for any failed delivery attempts. If you do not receive your order and fail to notify us in advance, we will be unable to issue a refund. Please do not return any items without prior confirmation from us, as such returns will not be processed for a refund or exchange. You are responsible for providing complete and accurate shipping information. Orders with missing or incorrect details (such as address or contact phone number) may be delayed beyond the promised delivery time. Please note that updating such details is time-consuming, and we are not responsible for any delays or refunds caused by these errors.
For damaged products, please include an unboxing video. We cannot process any return requests without this video.
Only items with manufacturing defects or incorrect deliveries are eligible for return or exchange. SALE ITEMS ARE NON-REFUNDABLE / NON-EXCHANGEABLE unless defective or incorrectly delivered. Items that do not fit under normal circumstances are NON-REFUNDABLE / NON-EXCHANGEABLE unless you have contacted us prior to purchase. Please report any issues within 5 days of receiving your order; requests submitted after this period will not be processed. Shipping fees are non-refundable unless the order is canceled within 24 hours.
We only accept order cancellation requests within 24 hours of purchase. Any requests made after this time will be automatically declined. Please note that if your order has been shipped before your cancellation request, we cannot cancel it.
We do not accept returns or refunds for items that do not fit. Please refer to our size guide and contact our customer service before making a purchase. For further assistance, you can also email us at rich.hn99@gmail.com.
Unless you have discussed and received prior confirmation from us, we cannot accept returns due to delayed delivery. Please note that we do not guarantee specific delivery dates for standard shipping orders.
Once your order is placed, you will automatically receive a confirmation email—please check your spam/junk folder as well. If you do not receive the confirmation email within 24 hours, contact our customer service team at rich.hn99@gmail.com. Our support team will investigate the issue and resend your confirmation email promptly.
Shipping fees do not include local import taxes, which may apply to shipments to countries outside of Vietnam. These charges are the responsibility of the recipient. Customers are fully responsible for all postal charges, return shipping costs, customs duties, and handling fees if the shipment is refused due to import taxes or other fees. For the exact amount, please refer to your government’s official customs and tax website.
Orders with incomplete or inaccurate shipping addresses, email addresses, or contact numbers may be delayed. An incorrect email address may also prevent you from receiving our confirmation or notification emails. Please ensure that all your details are correct to avoid shipping delays. If the order is returned due to incorrect or missing address information, shipping fees are non-refundable and additional charges may apply to resend it.
Standard shipping does not guarantee expedited delivery. If you require faster shipping, please contact us via email to discuss express shipping options. We only guarantee delivery dates if confirmed via email or direct message. Without such confirmation, the delivery date requested in your order notes is not guaranteed. Please contact us before placing your order to confirm the estimated delivery time. Refunds will not be issued if you fail to notify us in advance about your requested delivery date.
Note: Estimated delivery times do not include delays due to customs clearance or signature requirements. You are responsible for arranging a signature upon delivery and paying any related fees. We encourage you to check your email regularly to avoid missing important updates from the carrier.
Processing & Shipping Time: Orders are shipped to the carrier within 2-3 business days after preparation. Carrier processing typically takes 1-3 business days (excluding weekends). Once shipped, you will receive an email with a tracking number.
Estimated Delivery: Standard shipping: 7-12 business days (~10-15 days from the order date).
Pre-Order Items: Production time: 7-10 business days. Standard shipping starts after 15 days.
Important: We do not guarantee specific delivery dates for standard shipping orders. During major holidays or peak seasons, processing and shipping times may be longer. For more details, contact us at rich.hn99@gmail.com.