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Important notice

Exchange & Return Policy:

Important notice

By continuing to checkout, you confirm that you have read and agree to HUONG’s Exchange and Shipping Policies.

1. Exchanges

Each HUONG piece is handcrafted in limited quantities and made after the order is confirmed. HUONG does not offer refunds, but supports exchanges in eligible cases.

  • Exchange requests must be submitted within 5 days of delivery for eligible products or manufacturing defects.
  • For quality claims, please provide a continuous, unedited unboxing video beginning while the package is still sealed and clearly showing the condition of the product.
  • Each order may be exchanged once. Made-to-measure or specially altered items are not eligible for exchange.

2. Sizing

Please refer to the product measurements on each product page and choose based on measurements rather than the size label, as sizing may vary by region and design. If you are unsure, please contact HUONG before placing your order.

3. Shipping

  • Domestic delivery takes 3–7 working days, excluding Saturdays, Sundays and public holidays.
  • Shipping fees are calculated automatically at checkout. Domestic orders of VND 3,000,000 or more qualify for free shipping.
  • Upon delivery, you may inspect the external condition of the parcel and refuse it if the item differs from the confirmed order.
  • For delays or delivery issues caused by the carrier, HUONG will coordinate with the carrier and assist you.

Chính sách

Customer Feedback, Requests, and Complaints Handling Procedure

1. Purpose

HUONG is committed to receiving and resolving all customer feedback, requests, and complaints arising during purchases or use of services on huongboutique.vn fully, transparently, and promptly, in order to protect customers' lawful rights and interests.

2. Contact channels

Customers may submit feedback, requests, or complaints through any of the following channels:

To support prompt verification and handling, please provide your full name, phone number, email address, order number (if applicable), details of the feedback, request, or complaint, and any relevant images, videos, or documents (if available).

3. Receipt and handling process

  1. Step 1: HUONG receives the feedback or complaint through a channel listed in Section 2 and records the information within 24 hours.
  2. Step 2: HUONG verifies the order information, reviews transaction and delivery records, and works with the relevant teams or partners where necessary.
  3. Step 3: HUONG confirms receipt of the request and advises the customer of the proposed resolution.
  4. Step 4: HUONG handles the matter according to the specific circumstances. This may include providing an explanation, supporting a product exchange, refunding shipping charges or issuing a refund where applicable, correcting order information, or offering another appropriate solution.
  5. Step 5: HUONG communicates the outcome by phone, email, or the customer's registered contact channel.

4. Handling times by request type

  • Product advice and order confirmation: response within 24 hours; completion on the same day or within one business day.
  • Product quality concerns, or an incorrect design, colour, or size delivered: response within 24 hours; handled under the Return and Exchange Policy within 7-10 business days after a valid request is received. HUONG covers all exchange costs.
  • Delivery complaints caused by the carrier: response within 24 hours; HUONG works with the carrier to arrange redelivery or refund the relevant shipping fee within 3-5 business days.
  • Customer-requested size exchange: handled within 7-10 business days after a valid request is received. The customer pays two-way shipping fees in accordance with the shipping policy.
  • Complaints that personal information was used for a purpose or scope other than that disclosed: HUONG receives, verifies, and responds within 3 business days.
  • Requests to access, correct, or delete personal information: HUONG responds and completes the request within 7 business days.
  • Other complaints: no more than 15 business days, except in force majeure circumstances.

Note: HUONG supports product exchanges and does not offer refunds for products delivered correctly, except when an order is cancelled due to an error by HUONG (100% of the amount paid will be refunded) or when shipping charges are refunded because of a carrier error.

5. Customer rights and responsibilities

  • Provide truthful and complete information;
  • Cooperate during verification;
  • Do not misuse the complaints procedure for improper gain.

HUONG may decline to receive or handle a case where the information is inaccurate, cannot be verified, or shows signs of fraud or unlawful conduct.

6. Contact

For questions about this feedback, requests, and complaints handling procedure, please contact Email: hotro@huongboutique.vn; Hotline: 0931 662 888 (9AM-9PM).