Shipping policy

HuongCraft applies its shipping policy according to each product category in order to suit the nature of handmade goods, pre-order goods, custom-made goods, and digital products.

1. Scope of application

This policy applies to:

  • products with listed prices;

  • pre-order products;

  • bespoke / made-to-order projects;

  • digital products such as PDF files, patterns, or downloadable materials.

2. Domestic delivery of physical products

For orders delivered within Vietnam, HuongCraft will announce the estimated delivery time according to each product type or according to the specific confirmation of each order. Some products may be delivered more quickly if they are available, while pre-order and bespoke products will require production time before being handed over to the shipping unit.

Domestic shipping costs will be clearly shown at checkout or confirmed directly during the order finalization process.

3. International delivery of physical products

For international orders, shipping costs, delivery time, and shipping method will be determined according to the destination country, package size, order value, and product nature. HuongCraft may communicate separately with the customer before confirming the order in order to agree on a suitable shipping method.

International customers are responsible for following the import regulations of the destination country, including but not limited to taxes, customs fees, specialized inspection, or local charges arising at destination. These charges, if any, are not automatically included in the product price unless HuongCraft clearly confirms otherwise in writing.

4. Shipping time

Shipping time is only counted after:

  • the order has been validly confirmed;

  • payment or deposit has been completed according to the regulations of each order type;

  • the product configuration has been finalized;

  • the product has completed the production stage if it is a pre-order or bespoke item.

HuongCraft is not responsible for delayed delivery due to objective causes from the shipping unit, customs, weather, logistics incidents, inaccurate recipient address, or the customer’s delayed cooperation in receiving the shipment.

5. Verification of shipping information

Customers are responsible for providing the recipient’s full name, phone number, email, and shipping address accurately. HuongCraft has the right to contact the customer again for verification if unclear information is detected. Any additional costs arising from incorrect shipping information provided by the customer shall be borne by the customer.

6. Risk and responsibility after shipment

Once the order has been handed over to the shipping unit in accordance with the information confirmed by the customer, risks related to receipt of goods, delayed receipt, loss due to incorrect address, refusal to accept delivery without reasonable grounds, or issues arising at destination shall be handled according to the shipping unit’s policy and the actual circumstances.

Customers should check the condition of the package immediately upon receipt. If there are signs of external damage or obvious irregularities, the customer should record them with the delivery unit and contact HuongCraft as soon as possible for coordinated handling.

7. Digital products

For digital files such as PDF files, patterns, or downloadable materials, HuongCraft does not apply physical shipping. After successful payment, the customer will be granted access, be able to download, or receive the file according to the method HuongCraft applies on the website.

Customers are responsible for checking their email, file download account, or access instructions immediately after completing the transaction. If there is a technical error in receiving the file, the customer must contact HuongCraft for support.

8. No refund on the basis of shipping for digital products

Because digital products do not involve physical delivery, complaints related to “not receiving the goods” will only be considered on the basis of actual access rights, file delivery, or system errors. Once the file has been successfully granted for access or downloaded, the digital order is non-refundable, except where there is a serious defect in the file and HuongCraft cannot remedy it.

9. Support contact

If support is needed regarding delivery progress, shipping status, or access to digital products, customers are kindly requested to contact HuongCraft through the official contact information published on the website.