Return Policy

1. OUR POLICY

At Thuy Nga Design, each piece is carefully made by hand and produced only after your order is confirmed. Due to the made-to-order nature of our products, we currently do not offer returns or refunds.

However, we are happy to review exchange requests in special cases with care and fairness.

2. WHEN CAN I EXCHANGE?

Exchange or adjustment requests may be accepted if:

  • The item has a production defect.

  • The item received does not match the confirmed order in design, color, or size.

Each order is eligible for one customer-requested adjustment only.

Further adjustments will not be accepted unless the issue is due to a production defect or an error from Thuy Nga Design.

*Note:
- Tailored, altered, or made-to-measure items are not eligible for return or exchange.
- For customer-requested adjustments, the customer is responsible for two-way shipping fees and any applicable customs duties.

3. DEADLINE TO REQUEST

All requests must be submitted within 5 days upon order arrival. Processing may take 10–15 days.
We’re unable to process requests beyond this period. Thank you for your understanding.

4. ELIGIBILITY

To be eligible for exchange, the product must:

  • Be in its original condition — unworn, unwashed, unaltered, with tags still attached.

  • Be accompanied by the order confirmation or receipt.

For defect claims, photos and an unboxing video are required. The unboxing video must be continuous, taken from the moment the sealed, unopened package is shown until the product is fully unboxed, and the defect must be visible at the time of unboxing.

5. HOW TO START

The process is as follows:

Step 1: Submit Your Exchange Request
To help us better understand your request, please kindly provide the following details:

Order ID

Product photos and unboxing video clearly showing the issue

Exchange request, such as size or different design

Step 2: Wait for confirmation and instructions from our Customer Service team within 2–3 working days.

Step 3: Pack and return the item to Thuy Nga Design as instructed within the next 5 days.
We’re unable to process returns beyond this period.

Step 4: Thuy Nga Design receives and inspects the returned product within 10–14 working days.

Step 5: Thuy Nga Design prepares and ships the replacement item within 2–3 working days.

Step 6: Customer receives the new item, completing the exchange process within 10–14 working days.

Note: Shipping time excludes weekends and public holidays.

6. WHO PAYS FOR SHIPPING?

If the issue is due to a defect or mistake on our part, Thuy Nga Design will cover round-trip shipping.

For size exchanges or customer-initiated requests, you’ll be responsible for two-way shipping and any customs duties. We’ll calculate and confirm all costs before moving forward.

Exchanges can only be made for items of equal or higher value.

7. SALE ITEMS

We’re sorry — products purchased during sales or promotional periods are not eligible for exchange or return under any circumstances.

8. SHIPPING & FEES NOTICE

Shipping fees at the time of purchase are supported and optimized by Thuy Nga Design.

For returns or exchanges, shipping costs are calculated based on the actual rates provided by our courier partners at the time of processing, and may be higher than the amount originally paid.