Customer Care

We’re here to help you choose your size, check an order or resolve a product issue.

1. Before you order

Send us the product name or a photo if you need advice on sizing or measurements. Please review the size guide, materials and care instructions before ordering. For payment and deposits, see our Payment Policy; for delivery estimates, see our Shipping, Delivery and Inspection Policy.

2. Help with an order

Include your order number, the email or phone number used to order, a short description of the issue and the outcome you would like. Attach photos, video, receipts or relevant messages if they help explain it. We may ask for more information to verify the order. Never send passwords, full card details, CVV codes or one-time passwords.

For a size or style exchange, contact us within 3 days of delivery and read Customer Policy before sending an item back. For a faulty or incorrect item, contact us promptly with the details.

3. How we handle requests

We record your request, check the order and supporting information, and work with the relevant team, carrier or payment provider. We explain the proposed solution, carry out the agreed action and keep a record of the outcome.

Initial responses to return or exchange requests are within 1 working day. Initial handling of incorrect, missing or transit-damaged goods is within 3 working days after the necessary information is received.

We aim to resolve ordinary complaints within 7 working days after receiving complete information, or within 15 working days where third-party checks are needed. We will explain any extension and keep you updated. Approved refunds are processed within 3–7 working days once the necessary goods, documents or information are received; bank and payment-provider processing may take longer.

4. If an issue remains unresolved

We prioritise direct discussion and a fair, practical solution. If we cannot reach agreement, you may seek help from competent authorities, consumer-protection organisations, arbitration or a competent court under Vietnamese law. Your mandatory consumer rights remain protected.

For garment care, see our Product Care Guide. Information you share with us is handled under our Privacy Policy.