Our Policy
SHIPPING AND PAYMENT POLICY
Shipping Policy
1. For retail orders in Hanoi:
1.1. If customers are inner Hanoi and want to receive the order as fast as possible, Chie will deliver the goods within 2 hours. The cost is calculated according to inner-city express delivery prices on the Grab or Ahamove application. Chie will inform the customer about the shipping cost before delivery.
1.2. If customers do not need fast delivery, Chie will deliver the goods in 1-2 days with a general cost of 30,000 VND/order.
2. For retail orders to provinces in Vietnam, Chie will deliver goods from 3 to 5 days depending on the locality, with the shipping fee calculated according to the price list of the domestic shipping company.
3. For international delivery retail orders, Chie will deliver goods from 7 - 30 days, depending on the receiving country (Due to the complicated development of the COVID epidemic, the shipping time may be extended to 45 - 60 days) with freight is in grams and is regularly updated with our carriers (DHL, USPS, RoyalMail, VNPost). The cost and estimated delivery time will be notified to the customer when purchasing (automatically on the website and Etsy, separately notified if you order at other sales platforms such as Facebook, email, Instagram)
4. For orders of large quantities of products with different delivery processes (from 5kg or more), please contact us via hotline 024 3938 7215 or email chie.taybac@gmail.com and provide a delivery address to quote delivery prices. Fees will depend on the distance and shipping unit.
Note:
1. Chie always wants to give you a great shopping experience, so Chie always tries to coordinate with shipping partners to deliver the goods in the fastest time. With the arising cases causing the order to be delayed compared to the estimated time, we hope you understand.
2. Chie only accepts Orders that provide the required information correctly, especially the recipient's address and phone number. After the customer places an order, Chie will send an email or message to confirm the information and exchange the order fulfillment.
3. The delivery address must have accurate and precise consignee information, address, and phone number. Chie will not be responsible for orders with incorrect recipient information.
4. For products sent internationally, to reduce shipping costs, we sometimes compress/fold the goods or limit the use of too much heavy/big/bulky packaging. This may reduce the aesthetics of the packaging.
Payment Methods
1. Cash on delivery (COD): The customers will pay directly to the shipper when receiving the goods. Payment includes shipping and handling charges. COD is only applicable to domestic orders in Vietnam.
2. Payment by domestic ATM card/international payment card Visa/Credit Card: Through the payment gateway integrated on the website and other e-commerce platforms.
3. Bank transfer: Chie will provide an account number to pay and confirm with Chie through customer service channels such as email/message/Facebook before sending the goods.
4. Payment via Paypal: For international customers
EXCHANGE/RETURN & REFUND POLICY
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EXCHANGE/RETURN & REFUND POLICY |
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Product status |
Support Exchange/Return and Refund |
Due date |
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Original product, not damaged or used many times
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Wrong product delivery error - Wrong product size delivery error - Technical error of the product from Chie - Exchange goods due to customers changing the size or other products
NOTE: This policy does not apply to promotional products.
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14 days |
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INSTRUCTIONS FOR EXCHANGE/RETURN & REFUND |
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Step |
What to do |
Due date |
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Step 1 |
Customers need to exchange/return goods |
- Call Chie's customer service number: 024 3938 7215 during office hours from Monday to Saturday, excluding holidays and New Year's. - Inbox fanpage: https://www.facebook.com/chie.craft.and.design - Bring it to Chie's store at 66 Hang Trong, Hoan Kiem, Hanoi for exchange/return. - Email request to email chie.taybac@gmail.com - Chat & Send inquiries to Chie through our e-commerce platforms: Etsy, Shopee, Lazada. |
Within 14 days of receiving the goods |
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Step 2 |
Chie will reconfirm the value of the product that the customer wants to exchange at the time of purchase.
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After Chie received the information |
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Step 3 |
Customers choose products to exchange/return if |
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1. If the value of the product the customer wants to change is equal to the value of the product at the time of purchase |
Customers are exchanged at the same price
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2. If the value of the product the customer wants to change is greater than the value of the product at the time of purchase |
The customer compensates for the difference in cost. |
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3. If the value of the product the customer needs to exchange is smaller than the value of the product at the time of purchase |
Customers can exchange or compensate for the difference in money by buying other products. |
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4. If the Customer wants to return the product |
We will need to receive the product within 30 days of confirming your return is following our policy. |
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Step 4 |
Chie will exchange the product for the customer as confirmed in step 3/Chie will refund the customer within 14 days from the date of receipt of the refund request (excluding Saturdays, Sundays, and public holidays). |
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Note:
1. Refund in case the wrong product is shipped, or the product ordered by the customer is out of stock.
2. Customers notify via Chie's Facebook/Hotline the transfer information. Chie will refund the customer within 14 days from the receipt of the refund request (excluding Saturday, Sunday, and public holidays).
3. To confirm refund information, please get in touch with Chie to provide transfer information.
4. If the customer changes the goods due to the customer's needs, please pay the shipping fee.
WARRANTY POLICY
1. Chie warrants 90 days for all products if the manufacturing process causes the defect or the error arises during use even though the customer maintains the product according to the accompanying instructions. Please contact Chie and provide product status for warranty support as soon as possible.
2. Chie agrees to warranty when product defects are determined to be from Chie, such as:
2.1. Untie the seams
2.2. Embroidered pictures/embroidered letters on the product
2.3. Broken lock
2.4 Broken buttons
2.5. Weaving error
2.6. Color splash error
3. Cases not out of warranty
3.1. Use bleach on the product
3.2. The product is damaged by external influences such as chemicals, insects, organisms, collisions, scratches...
3.3. Use a sharp object to rub the product
3.4. Iron, wash and dry at high temperature
4. After Chie receives the customer's information about the warranty claim, Chie will conduct a product inspection and provide detailed feedback on the results to the customer.
