Shipping Terms & Return Policy
We provide various types of delivery worldwide so that you can select the one best suited for you.
Please note that we need approximately 3 business days to process your order after we receive your request and send your confirmation regardless of the shipping option selected.
We will ship out the package as soon as we receive your payment. If you do not have specific request on logistics provider, we will select the most appropriate service based on our experience.
You will receive a confirmation e-mail with the tracking number/link once your order is shipped. If there is a problem with your tracking number or package delivery, it is advised that you contact the courier directly before contacting us. Our sale team will support you with their best to ensure that you receive the package.
Please kindly note that if inaccurate or incomplete addresses are provided, it may cause delay in processing. Therefore, we encourage all customers to review their shipping and billing information before sending out to avoid any possible delayed.
All international orders will be shipped from our warehouse in Hanoi, Vietnam and the shipping time will vary among countries and choice of shipping services.
International Taxes and Duties
International customers (outside of Vietnam territory) are responsible to pay any applicable inbound duties, taxes, and any other fees which your local Customs authority deems appropriate. These fees are paid to your local carrier or government and are not collected by Truehair Vietnam, thus not included in the price of the goods you purchase from us. All applicable fees must be paid by the recipient in order to receive the parcel. Please contact your country’s customs office or tax agent for specific charges and rates.
Truehair Vietnam always makes best efforts to match your order and to meet your desired requirements. However, in case of non-conforming to the quality, we are happy to support your request for a return or exchange within 7 days, as long as the good has not been opened, used, worn, or tampered with. Please contact our sale team to proceed your return or exchange.
Our return policy includes:
- Refund / Exchange Requests must be made within 7 days of receipt of the products
- We will only refund the amount of purchased products, not the shipping cost
- Please provide us: the reason for a return, your invoice number, date of order and photos of product
- Hair must NOT have been used, colored, cut, or styled… which make it different from original version. If the item is removed from the bundles and used in any visible manner, all refund and exchange policies are voided
- The hair must be in its original bundle and not be untied at the top
- The hair must be in its original packaging
- Customers must take responsibility of Return/Exchange shipping and handling. We highly recommend to ship the product via a trackable shipping option.
- Customers must contact us after sending the package back and provide us with the tracking information in order for us to process the refund.
- We assume no responsibility for lost items, unauthorized returns, or items sent to the incorrect address
- Our sale team will provide you with instructions and a return address to ship the hair back.
- Refund/Exchange will be made to you after we have received, inspected and confirmed that the returned product is qualified for refund/exchange.
- Some financial institutions can take up to 4 business days to process the refund. Please allow a few business days for your financial institution to reflect the refund on your statement prior to contacting us.
- We do not offer returns or exchanges for customized hair products
Truehair Vietnam team do hope to provide you the best product and service.