Complaint channels

• Email: xinchao@vinadesignstore.com.
• Phone: 0903295399.
• Postal or in-person contact: No. 26/78 Nguyen Binh Khiem, Tan Dinh Ward, Ho Chi Minh City, Vietnam.

Information needed

• Order number, customer name, phone number, email, product name, purchase date, and delivery address.
• A clear description of the issue and supporting evidence such as photos, videos, payment confirmation, delivery note, or chat/email history.

Handling timeline

• Vina Design Store aims to acknowledge complaints within 24-48 business hours after receipt.
• Standard complaints are usually reviewed within 7 business days. Complex cases involving delivery partners, payment providers, product inspection, or third-party evidence may take longer, and customers will be updated on progress.

Resolution principles

• Complaints are resolved based on the transaction terms published on the website at the time of purchase, order records, product condition, evidence provided by the customer, and applicable Vietnamese law.
• Vina Design Store will not unilaterally impose a dispute outcome without giving the customer an opportunity to provide relevant information.
• If the parties cannot resolve a dispute by negotiation, either party may refer the matter to a competent consumer-protection authority, mediator, arbitration body, or court according to law.