CONTENT OF PAYMENT TERMS
POLICY OF SHIPMENT
Shipping method: We will ship the goods/ products to our customer through post office to the receiver’s address which has been registered by our customer when ordering the goods/ products.
Delivery time:
For the orders in Ha Noi (applied to the districts of Ba Dinh, Hoan Kiem, Dong Da, Hai Ba Trung, Cau Giay, Tay Ho, Hoang Mai, Thanh Xuan), our customer will receive the products within the ordering day (for the orders issued in the morning or in the afternoon) or less than 36 hours (for the orders issued after 18:00).
For the orders in Ho Chi Minh, delivery time is less than 24 hours.
For other provinces and cities, delivery time is from 18 hours to 72 hours. (Please add 24 hours more if the ordering time is from 8:30 to 12:00 of Saturday (not including Sunday and Holidays).
If it is over the committed delivery time, and our customer has still not yet received the ordered products, please inform our Customer Services Department through the phone number + 84 8 38329183- (Extension: 108) or the email address dhbthuy@thuyduong.com.vn for support.
Shipping fee: We apply the policy of shipping fee as follows:
HO CHI MINH CITY
Free ship for the orders in the areas of district 1, 3, 4, 5, 10, Phu Nhuan, Binh Thanh with the value of 1,000,000 VND upwards. For the other districts, free ship for the orders with the value of 2,000,000 VND upwards.
Besides, for the orders below the level of the company policy, our company will surcharge with the shipping fee as follows:
30,000 VND for the order with transfer payment.
45,000 VND for the order with COD payment (if our customer would like to pay COD)
HA NOI
Dong Da District: free ship for the orders with the value of 1,000,000 VND upwards.
For the whole Northern Area: free ship for the orders with the value of 2,000,000 VND upwards
Besides, for the orders below the level of the company policy, our company will surcharge with the shipping fee as follows:
30,000 VND for the order with transfer payment.
45,000 VND for the order with COD payment (if our customer would like to pay COD)
OTHER PROVINCES AND CITIES
30,000 VND for the order with transfer payment.
45,000 VND for the order with COD payment (if our customer would like to pay COD)
In case the first delivery is not successful, our employee will contact with the customer for scheduling the second delivery. In case we cannot reach the customer through contacting or there is no response from the customer, the order will be invalid.
*Remarks: The delivery time can be changed without informing in advance (only in the cases that the delivery is affected by natural disaster or objective events that are out of our control).
For checking the order status, please log into the personal account on the website and visit the item of My order; or contact our Sales Department (08) 3832 9183 (Extension: 108) or the email address dhbthuy@thuyduong.com.vn for getting more details.
POLICY OF CHANGE/ RETURN
Cases of changing products
• For cosmetic products: Our customer can change the products within 7 days from the date of product receipt (for the customers from other provinces, it will be based on the sending date of the return) in the cases: We have sent the wrong color, wrong size, wrong product, the goods is damaged in the delivery process. The product to be changed with must have the value equal or higher than the product ordered before. If our customer chooses another product with lower value, we will not return the different amount of the payment.
• For the products damaged by the manufacturer’s mistakes, we will change with a new product for our customer.
Cases in which the product changing is not accepted:
• Customer would like to change the model, type without informing in advance.
• Customer operates the product not accordingly to instructions, causing the damages to the product. The product is not damaged by manufacturer’s mistake.
• Customer has checked and signed for receiving the product, but then requests for changing the product with the reason of outside errors (scratched, broken,…)
Conditions for product changing
• Condition for time of changing product: within 7 days from the date of product receipt.
• Condition for cosmetic products: the product is still with intact stamp, without stain, damage, scratch, odour. Full of accessories or gifts (if any)
• Condition for invoice, document: Delivery sheet or red invoice (if any),…
Procedure, mode of changing product for customer:
Step 1: Confirming the situation of the product for change
Within 7 days from the date of product receipt, if the product is in the cases acceptable for changing, customers will take the photo of the present situation of the product: the product code, stamp, the scratched, damaged area of the product, …can be seen clearly. Then, please contact our Customer Services Department through the hotline to provide information and send us the photo for confirmation.
Step 2: Our confirmation
After receiving the information, we will proceed for confirming the product situation and confirm to customer whether the product can be changed or not.
After being confirmed that the product is accepted for change, please keep the product in the situation with the same intact stamp, product code as the initial situation together with related documents:
+ Invoice of retail selling, delivery sheet.
+ Please fill the product changing sheet fully.
Step 3: Customer sends the product
Please send back the intact product in the packaging together with the documents mentioned in the Step 2 to us at the address: 184 Vo Van Tan, Ward 5, District 3, Ho Chi Minh City from 8:30 – 17:30 (from Monday to Friday). In cases customers come directly to our shop, please call the phone number of 38 329183 for informing in advance.
Step 4: We confirm and send product to customer
After receiving, checking and accepting the product customer would like to change, the Customer Services Department will contact the customer for changing and sending the product to customer.
NOTICE: If the goods sent back to us does not meet the conditions for changing mentioned above or it is not in the condition adequate for re-selling, customer will be responsible for paying for the loss caused to us or it will be added to the amount that customer will have to pay for the replacing product.
The shipping fee for the product changing will be paid by customer, except the cases in which we have delivered the wrong color, wrong size, wrong model comparing to the product ordered by customer.
1. POLICY OF CANCELLING ORDER
We accept the order cancelling from customer within 24h from the time of successful payment
Please contact us through the phone number:
38 329183 and send email to the address dhbthuy@thuyduong.com.vn for the support in cancelling order.
– If customer cancels order before the goods is shipped, usually within 1 hour since the time sales employee contacts customer for confirming the order, we will return 100% of the amount which has been paid by customer.
– If customer cancels order after the goods has been shipped, we will return the money of the payment to customer after deducting the occuring expenses of the order such as: shipping fee, payment fee, fee for gift wrapping…(or We DO NOT accept the order cancelling).
For checking the present status of order, please look at the item of Order management in the website: thuyduong.com.vn, or contact through the phone number: 38 329183, email address: dhbthuy@thuyduong.com.vn
If it is over the above indicated time, all the requests of customer for cancelling order will not be accepted.
Please contact at the following address for any information about the procedure for product changing, order cancelling:
THUY DUONG TRADING LIMITED COMPANY
184 VO VAN TAN, WARD 5, DISTRICT 3 – HO CHI MINH CITY
TEL: 38 329183
