Refund Policy

Final Sale Policy

Because our handmade products are prepared in Vietnam and shipped internationally, international logistics and customs costs are significant. We do not accept physical returns or exchanges once an order has been shipped. All international orders are final sale.

Please review the product description, materials, size information, and shipping details carefully before completing checkout.

Damaged, Defective, or Incorrect Items

Although we do not accept returns sent back to Vietnam, we are committed to supporting you when an issue is caused by a manufacturing defect or damage during transit.

Please inspect your order as soon as it arrives and contact us within 48–72 hours after the carrier updates the tracking status to “Delivered.”

To report an issue, email xanhlahandmade@gmail.com and include:

  • Your order ID or proof of payment.
  • A short description of the issue.
  • Clear photos or video showing the shipping label on the outside of the parcel and the condition of the damaged, defective, or incorrect item.

After our team reviews and confirms that the issue was caused by the shop or the carrier, we will offer an appropriate resolution. You will not need to send the item back to Vietnam. Depending on the circumstances, the resolution may include:

  • A free replacement item.
  • A partial or full refund.
  • Store credit or a discount code of equivalent value.

Cases Not Eligible for a Refund or Replacement

We do not offer refunds or replacement items in the following cases:

  • You changed your mind, no longer need the item, or do not like it after receiving it.
  • You selected the wrong size, color, or product type. Please review the product description carefully before ordering.
  • The item was custom-made or personalized.
  • The item was purchased as a sale item, or the order contains a gift card.
  • The order was lost, delayed, or destroyed because you provided an incorrect address, did not accept delivery, or refused to pay customs duties or fees in your destination country.

Exchanges

Because we do not accept physical returns to Vietnam, we cannot offer direct exchanges. If you would like a different style or product, please place a new order on our website.

Refunds If Approved

If a refund is approved for a damaged, defective, or incorrect item, the refund will be sent directly to your PayPal account within 3–5 business days after approval. If you paid using another method, please provide a valid PayPal email address.

The time it takes for the funds to appear may depend on your bank or credit card issuer.

If you have not received the refund within 15 business days after our refund confirmation, please contact us at xanhlahandmade@gmail.com.

Customer Support

For questions about your order or this policy, please contact us at xanhlahandmade@gmail.com.