f.a.q.
PAYMENT
IN-STORE: cash, bank transfer, credit card, apple pay
WEBSITE: bank transfer, credit card, apple pay
- Domestic within Vietnam: local bank transfer
- International: bank transfer via Wise.com (Customer’s responsible for Wise’s fee)
Once the order is paid, please send us screenshot of successful payment receipt at @profile.momo on Instagram / email us at profile.saigon@gmail.com
SHIPPING
TIME
- Domestic within Vietnam: within 3 business days.
- Asia: 2-8 business days.
- Australia, US & Canada: 7-12 business days.
- UK & Europe: within 10-15 business days.
Shipping time is based on time of dispatch. Items will be shipped out upon availability.
Please allow 2 business days to process all orders; add 3-7 business days if your order contains a pre-order item.
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COST
- Domestic within Vietnam: free
- Asia & Australia: starting from 371.000 VND
- US & UK: starting from 730.000 VND
- Europe & Canada: starting from 888.000 VND
Shipping cost varies depending on size, weight, country. If the destination is classified by the courier as a remote area, any additional remote area surcharge may be invoiced after the order is placed. We will contact you via your method of contact (email / instagram inbox) before dispatch if this applies.
Customers are responsible for import tax and custom clearance, if any.
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NOTICE
Customers need to:
- Provide accurate delivery information.
- Monitor shipping tracking information and stay reachable once the order has shipped.
- Retrieve packages promptly after delivery.
We are not responsible for and do not refund lost/stolen packages or failed delivery, or any delays in shipping caused by transportation, weather, other force majeure events.
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For further assistance, please send us a message at @profile.momo on Instagram / email us at profile.saigon@gmail.com
EXCHANGE / RETURN
EXCHANGE
- We accept exchanges on full priced items within 5 days of delivery date.
- All sale items and customized items are not applicable for exchange.
- Exchanges are limited to one per transaction. Exchanged items must be unused, undamaged, unwashed, and in original condition with hang tag attached.
- Exchange for same-priced item: no fee.
- Exchange for higher-priced item: customer pays the price difference.
- Exchange for lower-priced item: no refund for the price difference.
- Shipping fees can not be refunded, or deducted to the price difference.
- Customer is responsible for all shipping fees related to the exchange.
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RETURN
- We do not offer returns or refunds at this time. Refunds are allowed only for defective items and will be reviewed case by case, and must be requested within 5 days of delivery date.
- If the returned defective item does not pass our inspection, we can reject the refund.
- Customer is responsible for all shipping fees related to the returned process.
PACKING FOR EXCHANGE / RETURN
- Check the item before packing and report defects, if any.
- Pack item in plastic packaging bag, seal all box's openings to avoid water damage.
- Accessories must be returned in their original boxes and packaging, then placed inside a separate shipping box.
- If the item is not packed carefully and is damaged once received, we can reject the exchange / return.
- Customer is responsible for all shipping fees related to the exchange / return.
PRODUCT CARE
LAUNDRY CARE
- Use mesh laundry bag with gentle wash cycle for delicate fabrics or jerseys.
- Machine wash cold with like colors. Do not: soak, bleach, hot tumble dry.
- Iron at medium heat & line dry in shade to keep garments last longer.
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SILVER CARE
- Avoid wearing silver jewelry when exercising or doing activities that cause sweating.
- Store in a jewelry box and keep away from chemicals, high temperature and humidity.
- Use soft, damp cloth or specialized cleaning solution to clean when necessary.
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LEATHER CARE
- Avoid contact with water and chemicals.
- Store in a cool place away from sunlight and humidity.
- Use soft damp cloth or specialized cleaning solution to clean when necessary.
CONTACT US
For any enquiries please contact us at
@profile.momo on Instagram / email us at profile.saigon@gmail.com
Call us on (+84) 815 762 097