CUSTOMER CARE
Returns & exchanges
We accept returns or exchanges when an item has a manufacturing defect or when a different design was delivered from the one ordered.
Eligibility
- Contact Hanoi Heritage within 7 calendar days of receiving the parcel.
- The item must have a manufacturing fault or be a different design from the confirmed order.
- Keep the original tag, packaging, and proof of purchase.
- The item must be unused and not damaged after delivery.
Resolution and costs
After reviewing photos and order details, we will arrange a replacement where stock is available or issue a refund. Hanoi Heritage covers reasonable return shipping costs for an approved defective or incorrectly delivered item.
We do not accept returns for change of mind, normal handmade variations, or damage caused after delivery.
How to request support
Send your order code, phone number, and clear photos of the item through our contact form. We respond during business hours, Monday to Saturday, 09:00–18:00.
Contact customer care →