HOW DO I KNOW IF MY ORDER HAS BEEN SHIPPED?
We will send you a 'shipping confirmation' email as soon as your order has been sent. This email will also contain your VN Post tracking number.
WILL I BE CHARGED ADDITIONAL TAXES OR DUTY?
Customers outside of Vietnam are responsible for all import duties and tax charges that may be applied by the customer's local customs office on delivery to their country. Any Import duty or tax charges are out of our control and will be invoiced to you by DHL directly. We always recommend you to contact your local custom authorities to find out the final land cost upon making a purchase.
CAN I CHANGE MY DELIVERY ADDRESS?
Provided that the item has not been collected by our courier, we will do our best to update your preferred address, but we cannot guarantee. Please contact us as soon as possible at services@subtlelenguyen.com. Once the item is shipped, unfortunately we are unable to change the delivery address at that point.
WHAT HAPPENS IF NOBODY IS ABLE TO SIGN FOR MY ORDER?
The delivery company will leave a card to say they called were unable to deliver and that they will try again the following working day. If the 2nd delivery attempt is unsuccessful, they will leave a card asking you to contact them and rearrange a delivery at a time or address you will be available.
VN POST will leave a card containing the shipment number and whether they will attempt to redeliver the next working day or hold it at the local depot for you. You can change to your preference by entering the shipment number and postal code at www.dhl.com, until 10.30pm that evening.
DO I HAVE TO PAY FOR MY RETURN?
Yes, customers are responsible for the cost of shipping returns back to us.
WHEN WILL I RECEIVE MY REFUND?
Our warehouse team will to process all returns within 3-5 working days of receiving them. We will send you a 'Refund Notification' email to confirm that we have refunded your card. Please note: that refunds can take up to 10 days to credit on your account statement, depending on your card issuer, which is beyond our control.
DOES “FREE SHIPPING” INCLUDE CUSTOMS, DUTIES, AND/OR TAXES REQUIRED BY MY COUNTRY
We do not cover the cost of customs, duties and taxes that are regulated and issue by our government. Unfortunately, these fees are beyond our control and we are unable to cover these charges. If the customer refuses the delivery due to the import duties and fees, taxes and any other charges and fees, the package will either be destroyed or returned to it’s sender, in those cases, any additional fee occurred will be the responsibility of the customer and original order will NOT be refundable. All applicable customs and import duties and fees, taxes and any other charges and fees are the responsibility of the customer (even if you refuse any shipments upon delivery). If your order does require these additional charges, they must be paid by you in order for your package to clear customs.
HOW LONG WILL IT TAKE TO SEND OUT MY EXCHANGE ITEMS?
Our warehouse team will process all returns within 3-5 working days of receiving them, although it can take longer during busy periods such as holidays and sale.
WILL I BE CHARGED TAX OR DUTY ON MY REPLACEMENT ITEM?
We mark all replacement shipments as ‘exchange’ or ‘replacement’ with ‘no commercial value’, on the basis taxes would have been paid on the original order. In the unlikely event the your local authorities request taxes on the replacement item, we recommend that you dispute these charges with them directly.
If we have not answered your questions, please email services@subtlelenguyen.com
Our office hours are 10am – 6pm (GMT +7) Monday - Friday.