Customer Policy

CUSTOMER FEEDBACK & COMPLAINT RESOLUTION POLICY

Thuy Nga Design values all customer feedback and is committed to handling enquiries, requests, and complaints regarding our products and services in a fair, transparent, and timely manner.

1. How to Contact Us

Customers may submit feedback or complaints through the following channels:

Email: [email address]
Phone/Zalo: [phone number]


2. Information Required

To help us review and resolve the matter efficiently, customers are requested to provide:

  • Full name and contact information.

  • Order number, invoice number, or other proof of purchase.

  • A clear description of the issue.

  • Relevant photographs, videos, or supporting documents, where applicable.

  • The preferred method of contact.

3. Response and Resolution Time

Thuy Nga Design will acknowledge receipt of the enquiry or complaint within one to three business days.

Depending on the nature and complexity of the matter, we will normally provide a proposed resolution within seven business days from the date all necessary information is received.

Cases requiring product inspection, additional fittings, alteration assessments, fabric evaluation, or consultation with our production team may require additional time. Customers will be informed of the expected resolution period and any delays throughout the process.

4. Resolution Options

Each case will be reviewed carefully and fairly, based on the product condition, order details, supporting information, and the applicable policies of Thuy Nga Design.

Depending on the circumstances, the proposed solution may include:

  • Product alteration or adjustment.

  • Repair.

  • Replacement.

  • Refund, where applicable.

Any alteration, replacement, or refund will be subject to Thuy Nga Design’s applicable exchange, return, alteration, and bespoke order policies.

ONLINE CUSTOMER SUPPORT

Customers may contact Thuy Nga Design for online consultation and customer support through:

Email: [email address]
Phone/Zalo: [phone number]
Facebook: [Facebook link]
Instagram: [Instagram link]

Support Hours:

Monday to Saturday: [ 09:00AM – 06:00PM]

Our Online Support Team Can Assist With

  • Product, design, and fabric information.

  • Bespoke and made-to-measure consultations.

  • Appointment scheduling.

  • Order confirmation and order status.

  • Payment enquiries.

  • Delivery and collection information.

  • Fitting and alteration requests.

  • After-sales support.

  • Customer feedback and complaint resolution.

Messages received outside our official support hours will be reviewed and answered on the next working day.

For matters requiring an in-person product inspection, fitting, or alteration assessment, customers may be asked to schedule an appointment at the Thuy Nga Design showroom.