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SHIPPING & DELIVERY
We do free shipping in all Vietnam and depending on your delivery location, you will receive your package within 3 to 8 business days.
We are happy to offer free worldwide delivery on any order $300 or more.
For orders less than 300$, we charge international delivery cost based on the country in which your order is delivered and the weight / volume of your order. Below is a breakdown of our delivery rates.
|ASIA||Delivery Time||Under 2kg||2kg to 5kg||Over 5kg|
|Hong Kong/Singapore||2 to 4 days||$ 14.00||$ 20.00||$ 29.00|
|4 to 6 days||$ 16.00||$ 27.00||$ 42.00|
|EUROPE||Delivery Time||Under 2kg||2kg to 5kg||Over 5kg|
|7 to 9 days||$ 23.00||$ 39.00||$ 62.00|
|9 to 11 days||$ 25.00||$ 43.00||$ 72.00|
|AMERICA||Delivery Time||Under 2kg||2kg to 5kg||Over 5kg|
|8 to 10 days||$ 22.00||$ 37.00||$ 59.00|
|OCEANIA||Delivery Time||Under 2kg||2kg to 5kg||Over 5kg|
|7 to 9 days||$ 25.00||$ 42.00||$ 70.00|
|MIDDLE EAST||Delivery Time||Under 2kg||2kg to 5kg||Over 5kg|
United Arab Emirates
|7 to 9 days||$ 22.00||$ 37.00||$ 59.00|
***Important notice: International shipping charges are not inclusive of any duties, tax or broker fees that will apply and for which the recipient of the shipment will take as own responsibility.
Will I have to pay any duties and taxes on top of my order?
For International Shipping (countries outside Vietnam), you will be liable for all import duties, customs and taxes. These will be due at the point of, or after delivery.
Please be aware that Catherine Denoual Maison does not have any control for any duties, customs and taxes levied by the country your order is being shipped to. We cannot advise you what the cost will be as these charges can vary according to country.
Since these fees are not computed nor applied to orders by Catherine Denoual Maison, please contact your local customs office to find out more information if you are unsure of the charges.
RETURN & EXCHANGE POLICY
Items purchased online at www.catherinedenoual.com cannot be returned unless the item is faulty (please see more information below under the section for faulty items).
Items purchased online at www.catherinedenoual.com for international shipping cannot be returned unless the item is faulty (please see more information below under the section for faulty items). Once purchased, our products cannot be refunded but only exchanged for same value if the item is faulty.
We offer 7 days exchange of your linens on faulty items or if wrong product size or colour or good was sent to you. Please note that we are unable to refund initial shipping charges for goods returned, other than for faulty items. We are also unable to refund return postage costs.
Local (Vietnam) & International:
We offer exchanges for items purchased online at www.catherinedenoual.com subject to the following conditions:
- Exchanges can only be permitted for a different size or color of the same product in the case that we have sent a wrong color, size, product or faulty item to you
- The products to be exchanged must be in original condition and packaging, they must not have been used, worn, washed or damaged
- The products to be exchanged must be sent to our office address within 07 days from Catherine Denoual Maison confirmation email of acceptance of exchange
- Note that customized products that bear your name or initials, including special sizes cannot be exchanged.
Please read below the “Procedures for Obtaining Exchanges” to follow the correct steps for exchange.
* Catherine Denoual Maison cannot be held liable for the loss of linens being exchange during transit. We recommend using a registered post service to return goods, and keeping a record of the tracking details.
Procedure for obtaining exchanges
Step 1: Exchanged item condition
If the item satisfies all the above conditions, within 3 days (local & international) from the received date of goods, the customer must take pictures of the product condition: clear photo of the product/faulty item in question with attached brand tag and original packaging. This should then be sent to our Customer Service at email@example.com to notify promptly of the exchanged item demand for confirmation.
Step 2: Confirmation from Catherine Denoual Maison
We will examine the item conditions after receiving your information and pictures. Customer will be notified and receive confirmation whether if the item can be exchanged or not shortly after. If the item can be exchanged, please keep it in the original condition and packaging, they must not have been used, worn, washed or damaged with attached brand tag.
Step 3: Shipping the exchange item
Customer will ship back the exchange items within 7 days of receiving confirmation email from Catherine Denoual Maison customer service that the goods can be sent back. Please ensure the items are returned to our workshop at:
Cong ty TNHH Con Ong
586C An Phu Street, An Phu Ward, District 2, HCMC, Vietnam
Phone: +84 28 37444002
Step 4: Inspection and ship back the exchange item
After receiving the exchange item, we will do an in-person inspection of the returned item and if products conditions are properly satisfied, then we will process the exchange procedure by sending you a confirmation email as well as the new products to you. We cannot issue refunds and we reserve the right to refuse the exchange of the items if they are not satisfying all of the above conditions.
If you have any questions, please contact us for customer services at firstname.lastname@example.org for further instructions.
Although we try with utmost care to provide products in pristine condition, on the extremely rare occasion that you receive a faulty item, please follow steps as below.
If you have identified the fault within 7 working days of goods delivered to you, then you can return the item under our normal exchange procedure for exchange. Make sure you let us know about the fault right away so we can make sure other items are not affected. We will refund any postage on a faulty item, and ensure you are reimbursed for standard return postage on the item.
Contact us by email email@example.com for further support and instructions.