3.1 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
3.2 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.
3.3 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.
3.4 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.
3.5 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.