(1) What is the Customer’s Responsibility?
Customers are accountable for all unsuccessful delivery attempts. If you fail to receive your package without notifying us in advance, we cannot issue a refund. Please do not return any items without our prior confirmation, as we will not process refunds or exchanges in that case. It is your duty to provide complete and accurate shipping details. Orders with missing or incorrect information (such as address or contact number) may be delayed beyond the promised delivery time. Please note that updating these details is time-consuming, and we are not liable for delays or refunds resulting from such errors.
(2) What Should I Provide When Requesting a Return?
For damaged items, please include an unboxing video. We cannot process any return request without this video.
(3) Under What Circumstances Can I Return or Exchange an Item?
Only items with manufacturing defects or those delivered incorrectly are eligible for return. Clothing items are NON-REFUNDABLE/EXCHANGEABLE unless they have a production error or were delivered incorrectly. Items that do not fit under normal circumstances are NON-REFUNDABLE/EXCHANGEABLE unless you have consulted with us prior to purchase. Please notify us of 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.
(4) Can I Cancel My Order?
We only accept cancellation requests within 48 hours of purchase. Any request made after this period will be automatically declined. Please note that if the carrier has already shipped your order before the cancellation request, we cannot cancel the order.
(5) Can I Return or Exchange an Item If It Doesn’t Fit?
We do not accept refund or return requests for items that do not fit. Please refer to our size guide and consult our customer service team before purchasing. For further assistance, you may also email us at nowfana06@gmail.com
(6) Can I Return My Order If It Doesn’t Arrive on Time?
Unless you have discussed and received confirmation from us in advance, we cannot accept return requests for late deliveries. Please note that we do not guarantee specific delivery dates for standard shipping orders.
(7) I Placed an Order but Did Not Receive a Confirmation Email. What Should I Do?
After placing an order, you will automatically receive a confirmation email shortly—please also check your spam folder. If you do not receive the confirmation within 24 hours, please contact our customer service at csr.feng@gmail.com. Our support team will investigate the issue and resend your confirmation email as soon as possible.
(8) How Much Duty Tax Will I Have to Pay?
Shipping fees do not include local import taxes, which may apply to shipments sent to countries outside of Vietnam. These charges are the recipient’s responsibility. Customers are fully responsible for all postal fees, return shipping costs, customs duties, and handling charges if a package is refused due to import duties or taxes. For the exact amount, please refer to the official government website for your country’s customs and duties information
(9) Why Haven’t I Received My Order?
Orders with incomplete or inaccurate shipping addresses, emails, or contact numbers may experience delays. An incorrect email address might also prevent you from receiving our confirmation or notification emails. Please ensure all your information is correct to facilitate smooth shipping. If an order is returned due to incorrect or missing address information, shipping fees will not be refunded and additional charges may apply for reshipment to the correct address.
