Customer Policy
1. Rights and Obligations of the Parties
1.1 Rights of PHAM OFFICIAL
Issue, update and publish transaction terms, service standards and policies applicable to the website.
Adjust content, design, features, products, prices and promotions in line with business operations, without changing confirmed orders to the customer’s detriment unless the customer agrees.
Suspend or terminate accounts that violate the law, impersonate others, engage in fraud, infringe others’ rights or compromise system security.
Request the information needed to deliver orders, reconcile transactions, process returns or resolve complaints.
1.2 Obligations of PHAM OFFICIAL
Provide accurate, clear information about the website operator, products, prices, transaction terms and after-sales policies.
Keep the website secure and stable within reasonable technical capabilities.
Supply products as described and handle delivery, exchanges, returns and refunds under the published policies.
Protect customers’ personal data and transaction information.
Receive and handle requests, feedback and complaints through the published process.
Cooperate with and provide information to competent government authorities upon lawful request.
Accurately and fully disclose product names, images, materials, styles, colors, sizes, size guides, care instructions, origin and any applicable warnings or restrictions on use.
Ensure goods are lawfully sourced and do not sell counterfeit or prohibited goods, goods that infringe intellectual property rights, or goods that may not lawfully be placed on the market.
Prepare and deliver the correct products, sizes, colors and quantities under confirmed orders, and provide invoices or documents as required by law and agreed.
Refuse or cancel orders if order details cannot be verified, products are out of stock, there is an obvious pricing error, the transaction is unlawful or a force majeure event prevents fulfillment. Notify the customer and refund any amount received.
1.3 Customer Rights
Receive full information about products, prices, payment, delivery, exchanges, returns and personal data protection.
Choose products, a payment method and a delivery address from the options the website supports.
Request a change to or cancellation of an order before it is handed over to the carrier.
Inspect the outside of the parcel where the carrier permits.
Request an exchange, refund or assistance, and lodge complaints under the published policies.
1.4 Customer Obligations
Provide accurate, complete and up-to-date information when ordering or requesting help.
Check product details, size, color, quantity, price and delivery address before confirming the order.
Pay in full using the agreed method and cooperate in receiving the order.
Keep login credentials confidential and report any unauthorized account use immediately.
Do not use the website to impersonate others, commit fraud, distribute malware, infringe intellectual property rights or engage in unlawful conduct.
Provide reasonable evidence when requesting an exchange, return or refund or making a complaint.
Read the size chart, material description and washing, ironing, drying and care instructions before use. Do not wash, alter, remove labels from or otherwise change the condition of a product while an alleged defect is being verified.
2. Customer Care
We’re here to help you choose your size, check an order or resolve a product issue.
Email: hellophamofficial@gmail.com
Phone: 082 889 1789
2.1 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.
2.2 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 the exchanges and returns section below before sending an item back. For a faulty or incorrect item, contact us promptly with the details.
2.3 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.
2.4 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.
3. Exchanges, Returns and Refunds Policy
3.1 Request Period
Customers may request one exchange of an eligible product within 3 days of delivery. A change of preference or size alone does not qualify for a refund under the voluntary exchange policy. This does not limit mandatory consumer rights for defective or incorrectly delivered goods or in other cases provided by law.
3.2 Exchange Conditions
Provide an order number or valid proof of purchase.
The product must be unused, unwashed, unaltered, clean and free of unusual odors, with labels, tags, packaging and accompanying accessories intact as far as reasonably possible.
The request must be made within 3 days of delivery. Contact PHAM OFFICIAL before sending the product back and follow its instructions.
A replacement requested for a different size or style must be of equal or greater value under the current published policy. If a lower-priced item is selected, the difference will not be refunded under the voluntary exchange policy unless required by law.
The customer pays shipping both ways for a requested change of size or style.
No additional exchange fee applies if PHAM supplied the wrong product, size or color, or if a manufacturing defect is confirmed.
3.3 Exclusions from Exchanges and Returns
Products that have been used, washed, altered, soiled, have developed an odor, or are missing tags or labels due to the customer’s actions.
Products damaged by care or use contrary to the instructions.
Made-to-measure or custom-designed products are ineligible for exchange or return due to a change of preference. PHAM OFFICIAL offers one fit adjustment if the product is too loose or too tight.
Discounted products are ineligible for voluntary exchanges and returns except for defective or incorrectly delivered products or where the law provides otherwise.
Requests that lack information or reasonable evidence to verify the transaction.
3.4 Exchange, Return and Refund Process
For a voluntary exchange, contact hellophamofficial@gmail.com or call 082 889 1789 within 3 days of delivery. Provide your order number, the reason for the request, and photos or video if there is a defect or delivery error. We recommend recording the unboxing to help verify any issue.
PHAM OFFICIAL will respond initially within 1 business day, confirm eligibility and provide the return address and shipping instructions.
Pack the product and return it as instructed. Do not send a parcel with charges payable by the recipient without prior approval.
PHAM OFFICIAL will inspect the product upon receipt and notify the customer of the exchange or refund outcome.
Replacement products are sent after verification is complete. Refunds are processed within 3 to 7 business days from approval of the request and receipt of all required information.
3.5 Exchange and Return Costs
For a change of size or style at the customer’s request, the customer pays shipping in both directions. PHAM OFFICIAL charges no additional exchange fee if the wrong design, size or color was delivered or a manufacturing defect is confirmed. In other cases, costs are allocated in accordance with applicable law.
3.6 Refund Method
Refunds are issued in eligible cases under PHAM OFFICIAL’s published exchange, return and refund policy or under a valid agreement between the parties.
For PayPal payments, PHAM OFFICIAL will seek to refund through the original PayPal transaction, subject to PayPal’s rules and processing capabilities.
PHAM OFFICIAL expects to process refunds within 3–7 business days after the request is approved and any required goods, documents or information are received.
When the funds actually reach the customer’s PayPal account, bank card or payment method depends on PayPal, the bank and the card issuer.
Any currency conversion charges or exchange-rate differences are handled under the policies of PayPal and the relevant bank and under applicable law.
3.7 Refund Eligibility
A manufacturing defect is confirmed.
PHAM OFFICIAL delivers the wrong product, size or color, or delivers fewer items than stated in the confirmed order.
The product is damaged in transit and no suitable replacement is available.
PHAM OFFICIAL cancels an order after receiving payment by bank transfer.
Other cases agreed by the parties or provided by law.
4. Service Termination and Refund Policy
This policy does not apply to ordinary sales of goods. Order cancellations, returns and refunds for goods are handled under the payment, shipping, and returns and refunds policies.
5. Feedback, Requests and Complaints Resolution Policy
2.1 Contact Channels
Email: hellophamofficial@gmail.com
Phone: 082 889 1789
Address: 336/11/18 Phan Văn Trị, Khu phố 28, Phường Bình Lợi Trung, Thành phố Hồ Chí Minh, Việt Nam
2.2 Information to Provide
Customers should provide their full name, the phone number or email used to place the order, the order number, a description of the issue, the requested resolution and supporting materials such as photos, video, receipts or relevant correspondence. PHAM OFFICIAL may request additional information if the submission is insufficient to verify the case.
2.3 Handling Process
Receive and record the feedback, request or complaint.
Verify the sender’s identity, order details and relevant documents.
Classify the issue and coordinate with the sales team, carrier, bank or relevant service provider.
Propose a resolution and notify the customer.
Carry out the agreed resolution and record the outcome.
2.4 Response and Resolution Timeframes
PHAM OFFICIAL provides an initial response within 3 business days of receiving a request. The expected resolution time for routine matters is 7 business days from receipt of all required information. For complex matters requiring verification with a third party, the expected timeframe is no more than 15 business days. PHAM OFFICIAL will inform the customer of progress and the reason for any extension.
Acknowledgment of receipt
Within 2 business days.
Wrong, missing or damaged goods on delivery
Initial action within 3 business days of receiving the necessary information, photos or video.
Exchanges
We notify the customer of the result after receiving and inspecting the product. Replacements are dispatched according to the applicable delivery timeframe.
Refunds
Within 3 to 7 business days of approval and receipt of any required goods, documents or information.
Routine cases
Within 7 business days of receiving all required information.
Complex cases involving third parties
Expected within 15 business days. PHAM OFFICIAL will provide progress updates if more time is needed.
2.5 Available Assistance
Look up order and correspondence history.
Reconcile payments and check shipment status.
Request photos or videos to verify product condition.
Exchange products, issue refunds, correct information or provide other assistance based on the verification results.
Coordinate with the carrier, bank or competent authorities where necessary.
PHAM OFFICIAL prioritizes resolving issues through negotiation and direct cooperation with the customer. If no agreement is reached, the parties may seek resolution through a competent government authority, consumer protection organization, arbitration body or court in accordance with Vietnamese law.
6. Conditions and Restrictions on the Supply of Goods
3.1 Timing and Availability Restrictions
Products are supplied according to actual availability by stock, color, size and quantity. Some products may be temporarily out of stock, discontinued, available only for a limited time or offered for preorder. The applicable information is displayed on the product page or communicated when the order is confirmed.
3.2 Geographic Coverage
PHAM OFFICIAL delivers within Vietnam and to certain countries and territories served by its carriers. For remote areas, islands, areas with restricted access or international orders, delivery times, shipping charges, taxes, customs fees and any other additional costs will be determined, displayed or communicated to the customer before order confirmation. PHAM OFFICIAL may refuse delivery if no suitable, safe or lawful shipping option is available.
3.3 Customer Eligibility and Responsibilities
Customers must have legal capacity to enter into transactions under applicable law. Minors and people with limited legal capacity require the consent and supervision of their legal representative. Before placing an order, customers are responsible for comparing their body measurements with the size chart and reviewing the descriptions of the material, color and style and the care instructions. Measurements may vary within the reasonable tolerances disclosed on the product page.
3.4 Quantity Limits
Maximum or minimum quantities may apply based on stock availability, promotional terms or the characteristics of a particular product. PHAM OFFICIAL may limit or refuse orders for unusual quantities, orders that show signs of speculative purchasing, or orders that exceed its supply capacity.
3.5 Service Interruptions
The website or delivery operations may be temporarily suspended due to maintenance, technical errors, network outages, natural disasters, epidemics, requests from competent authorities or events beyond reasonable control. PHAM OFFICIAL will notify and assist customers with affected orders where possible.
7. Product Display Ranking Policy
The website displays only goods sold directly by PHAM OFFICIAL and does not display goods on behalf of third-party sellers. The order in which products or search results appear may be based on one or more of the following criteria.
Relevance to keywords, product names, descriptions or categories.
Categories, collections, colors, sizes and filters selected by the customer.
Stock availability and ability to supply.
When the product was launched or updated.
Customer interest, sales volumes, featured products or promotions.
The sort order selected by the customer, if the website provides a sorting tool.
These criteria may be adjusted to suit business operations and the user experience. If the website introduces paid ranking criteria or significant personalization, PHAM OFFICIAL will update the relevant public disclosures.
8. Livestream Sales Rules
The website currently does not provide livestream sales functionality and does not allow independent sellers or livestream hosts to open accounts to sell goods. A livestream policy does not apply at the time of issuance. If this feature is introduced, PHAM OFFICIAL will publish separate rules before launching it.
9. Service Delivery Methods Policy
The principal transactions on PHAM OFFICIAL are sales of fashion products, including ready-stock, made-to-order and made-to-measure items. The website is not described as a platform for services provided by third-party sellers. If standalone services are introduced, the corresponding terms must be updated.