Policies
Shipping and payment policy
Shipping
1. Retail orders within Hanoi:
- 1.1. For same-day express delivery, Chie delivers within 2 hours. The fee follows the rates of inner-city express carriers such as Grab or AhaMove and is confirmed with you before delivery.
- 1.2. For standard delivery, Chie delivers in 1 - 2 days for a flat fee of 30,000 VND per order.
2. Retail orders to other provinces in Vietnam are delivered in 3 - 5 days depending on the location, with fees following the domestic carrier's rates.
3. International orders usually take 7 - 30 days depending on the destination, with fees based on the weight of the order and our carriers (DHL, USPS, RoyalMail, VNPost). Please message Chie on Facebook (https://www.facebook.com/chie.craft.design) or email chie.taybac@gmail.com for a quote on the fee and estimated delivery time before ordering.
4. For large orders with a different delivery process (5 kg or more), please contact us on 024 3938 7215 or chie.taybac@gmail.com with the delivery address and we will quote the shipping fee, which depends on the distance and the carrier.
Notes
- Chie wants you to have a great shopping experience and works with carriers to deliver as quickly as possible. If an order is delayed beyond the estimate, we appreciate your understanding.
- Chie only accepts orders with complete and accurate information, especially the recipient's address and phone number. After you order, Chie will email or message you to confirm the details and arrange the order.
- The delivery address must include the recipient's name, a clear address and a correct phone number. Chie is not responsible for orders with wrong recipient information.
- For international parcels, to reduce shipping costs we sometimes compress or fold goods and limit heavy, bulky packaging. This may affect how the packaging looks; we appreciate your understanding.
Payment methods
- Cash on delivery (COD): you pay the courier when you receive the goods. The payment covers the goods and the delivery fee. Available for orders within Vietnam only.
- Bank transfer: when we confirm your order by message, Chie will send you the transfer details and instructions.
- International payment: if you are abroad and wish to pay, please contact Chie on Facebook (https://www.facebook.com/chie.craft.design) and we will guide you to a suitable payment method.
Exchange, return and refund policy
| Product condition | Exchange / return / refund support | Period |
|---|---|---|
| Full-price items, not damaged and not used many times | Wrong item delivered · Wrong size delivered · Technical defect on Chie's side · Exchange because the customer changes size or product. NOTE: this policy does not apply to promotional items. | 14 days |
Steps to exchange, return and get a refund
| Step | Details | Time |
|---|---|---|
| Step 1 | The customer wants to exchange or return. You can: call Chie's customer service on 024 3938 7215 during opening hours (9 am - 9 pm); message the fanpage https://www.facebook.com/chie.craft.design; bring the item to Chie's shop at 66 Hang Trong, Hoan Kiem, Hanoi; or email chie.taybac@gmail.com. | Within 14 days of receiving the goods |
| Step 2 | Chie confirms the value of the item the customer wants to exchange at the time of purchase. | After Chie receives the information |
| Step 3 | The customer chooses the item to exchange or return. (1) If the item's value at the time of exchange equals its value at purchase: even exchange. (2) If higher: the customer pays the difference. (3) If lower: the customer may exchange evenly or pay the difference to add other products. (4) To return an item: Chie must receive it within 30 days after confirming the return fits the policy. | |
| Step 4 | Chie carries out the exchange as confirmed in step 3, or refunds the customer within 14 days of receiving the refund request (excluding Saturdays, Sundays and public holidays). |
Notes
- Chie refunds when the wrong product was sent or the ordered product is out of stock.
- Please send your bank transfer details through Facebook or the hotline. Chie refunds within 14 days of receiving the request (excluding Saturdays, Sundays and public holidays).
- To confirm refund details, please contact Chie to provide your bank details.
- If you exchange because of your own needs, please cover the shipping fee (if any).
Warranty policy
- Chie provides a 90-day warranty on defective products, provided the defect comes from Chie or arises during use even though the product was kept according to the included instructions. Please contact Chie and describe the product's condition for the fastest support.
- Chie covers defects confirmed to be on Chie's side, such as: loose seams; peeling embroidery or lettering; broken zippers; broken buttons; weaving defects; colour bleeding.
- Not covered: use of bleach on the product; damage from external causes such as chemicals, insects, animals, impact, scratches or tears; rubbing with sharp objects; ironing, washing or drying at high temperature.
- After Chie receives the warranty request, Chie will inspect the product and reply with the detailed result.