FREQUENTLY ASKED QUESTIONS
At Duc Lanh we want you to get your purchase as soon as humanly possible. Although we put forth our best effort to process and ship out all orders quickly, please bare in mind that our products are unique and hand crafted which unfortunately results in longer shipping times. We thank you for being patient with us. Here are some common questions :
HOW MUCH IS SHIPPING?
United States: $5.95
Rest Of The World: $5.95
WHY DIDN’T MY ORDER COME TOGETHER IN ONE PACKAGE?
We ship your orders from various international warehouses (Russia, Cuba, Vietnam, Thailand, China and HongKong). Our inventory is distributed over multiple fulfillment centers around the world in order for you to receive the order faster. This means orders containing multiple items may be shipped individually. You may receive an item before the next. So don’t panic if you don’t receive all of your items at once as the others are on the way. If you do not receive all your purchase within 8 weeks, please contact us to look into your shipment.
DO YOU SHIP INTERNATIONALLY?
Yes, we ship to most countries worldwide.
HOW LONG WILL MY ORDER TAKE TO BE DELIVERED?
Manufacturing products will take 3-5 days after you make a purchase, and shipping will require about 7-12 business days depending on location and local postal services. However, on such products as blanket, quilt and shoes, there might be a bit late in producing time since we follow strict quality controls for every item to be ship out to you. We truly and eternally thankful for your understanding and patience.
HOW DO I TRACK MY PACKAGE?
We will send you a tracking number when your order ships. Simply visit the carrier’s website and enter the tracking number to see the shipping status of your package. For tracking status guide, please read our Shipping Policy carefully.
WHY CAN’T I TRACK MY ORDER ON THE WEBSITE
Please note that the tracking information will be displayed after 2-5 days after being updated. Therefore, if you can’t find tracking information about your package, please try in 1-2 days later.
WHY IS MY SHIPMENT STATUS NOT UPDATING?
Your shipment may be delayed for many reasons. Common delays can be due to e.g. weather incidents, customs or backlogs.
If there’s an issue with your package, please don’t open any case and contact our Support Team via +84-902-765-412 or +1-325-244-1616. Please be sure to include your order and tracking numbers, a brief explanation of the problem, and any case or reference numbers you have started with the carrier.
THE TRACKING NUMBER YOU PROVIDED FOR MY ORDER HAS STOPPED UPDATING, WHAT IS GOING ON?
If you’re buying from outside of the U.S, your Country’s customs may randomly hold your item(s) at the border temporarily (particularly in Canada), if this does occur it often will not come with an explanation from customs. Please note that Canada’s customs department takes a particularly long time to resolve these holds. This is relatively rare, but if your order is held up in customs, we do suggest calling your Country’s customs department directly and ask that they release your items immediately.
HOW CAN I PAY FOR MY ORDER?
We accept Visa, Mastercard, Amex, Discover, JCB, Diners Club, and PayPal. So you can choose the most suitable one for you.
WHAT CURRENCY IS DISPLAYED ON THE WEBSITE?
Our products are listed in US Dollar.
ARE MY CREDIT CARD DETAILS SECURE?
Yes, absolutely we do not store any of your credit card information. We offer 100% Secure Purchasing – Our Shopping Cart is Secured via SSL connection for your protection. We do not store any of your credit card information.
HOW DO I ORDER?
Browse through the products that you love, then click “BUY NOW!” and “CHECK OUT“. Enter your shipping and billing details and wait for your order to arrived at your doorstep. It is that easy 🙂
WHAT HAPPENS AFTER I PAID FOR MY ORDER?
Order confirmation email (or SMS message) will be sent to you after you make a payment. Please check it again to make sure all of your information is correct. It is important to ensure that you enter your email address correctly during the checkout process as this is how we communicate with you. If you did not receive an order confirmation email could you please check your ‘spam’ or ‘junk’ folder, as 9/10 it ends up in there. Please note that we cannot guarantee delivery if the information provided at checkout is inaccurate. It is important that you double check your shipping and billing information during checkout and again when you receive your order confirmation email. We will not refund or replace orders in which inaccurate information deems a shipment as undeliverable by our courier(s). We have a strict policy regarding the modification of shipping and/or billing address changes and cannot guarantee updates to this information once the shipment is processed through our dispatch department
OH NO! I NEED TO MODIFY MY ORDER!
Unfortunately, please note that we are only able to make changes to your order if it has not been fulfilled yet. If you want to change anything in your order, please contact us via email +84-902-765-412 within 24 hours after placing your order. If the order has been made or shipped, we can no longer make modifications to your order.
WHAT IS YOUR REFUND POLICY?
Duc Lanh has a 30 day refund policy for all orders placed through Duc Lanh. If you are not satisfied with your order for the following reasons (broken or damaged parcel, wrong sice, etc) simply contact us via +84-902-765-412 for return instructions and a refund. Please note we can only accept returns that are unopened and unused.
WHAT IF I RECEIVED A DAMAGED PRODUCT OR ITEMS LOST DURING SHIPMENT?
We always try source for the best quality products for our customers. However, there are many factors that might have resulted your products to be damaged in the transit.
If you received a defective/damaged item, please kindly contact us by sending an email to +84-902-765-412.Let us know your problem and please don’t forget to attach photos/videos which can clearly show the issue. It would be extremely helpful to include photos that display:
- The defect
- Clothing tag
- The packaging the item arrived in
In the case of a lost item, email us the order number and we’ll start immediate investigation on the tracking and send have a replacement rushed from our factory. The delivery time on the replacement will currently be the same as a regular order, so please allow 5-9 days for manufacturing and another 1-3 weeks for delivery.
HOW CAN I CANCEL MY ORDER?
You can request a cancellation depending on the status of items in the order within 24 hours since the order placed. We won’t be able to process a full refund if 24 hour have passed and the item has been processed/shipped. Please contact our Support Center at: +84-902-765-412 or +1-325-244-1616 to get further support about this problems.