Frequently Asked Questions

We currently accept all major credit and debit cards + PayPal 

What country do you ship to?

We ship to most regions worldwide.

How long does it take to deliver?

It depends on your region usually takes 4 – 20 days

How much is the shipping?

Shipping fee depends on the weight of items you’ve ordered and the country where it’s being delivered. It is calculated automatically at checkout and does not include taxes or duties.

Do I need to pay taxes?

Mostly you don’t need to. However, All international orders may be subject to import duties and taxes once a shipment reaches your country. Additional customs clearance charges must be paid by you; Must Have has no control over these charges and cannot predict what they might be.

International orders may be subject to customs clearance procedures, which may cause delays beyond original delivery estimates.

Customs policies vary widely from country to country; contact your local customs office for more information. When ordering you are considered the “importer of record” and must comply with all laws and regulations of the country in which you are receiving the goods.

Can I track my order?

Yes. We’ll provide a tracking number via email. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.

What if I refuse the shipment?

If you choose to refuse your shipments, you will be responsible for any duties, taxes, and/or customs charges that are incurred on the package, and the cost of returning the package to our Vietnam address. This amount will be deducted from your merchandise refund.

IMPORTANT NOTICE Please provide photos for proof in your return/refund inquiry so we can assist you with utmost care. This is compulsory for every inquiry, and we won’t resolve cases without providing unboxing videos.

REFUND POLICIES

Only faulty/wrong items purchased on mushave.vn are eligible for return. Customers must inform us within 24 hours after receiving the order. 

– Clothing line are NON-REFUNDABLE/EXCHANEGABLE unless they are manufactured flaw/wrongly delivered. 

– Jewellery is NON-REFUNDABLE under any circumstances.

– Accessories (bags and shoes) are NON-REFUNDABLE unless they are manufactured flaw/wrongly delivered. –

All returns that are shipped back within the 14—day time period will be refunded to you by the original form of payment excluding your shipping fee & PayPal fee. When the complete order is returned, the order will be assessed, and if pass the requirements, a refund will be processed within 7 days.

We DO NOT accept returns/exchanges for discounted items. 

MUST HAVE reserves the right to reject any items/refunds that do not meet the following requirements:

Return/refund requests have exceeded 3 days after customers received the package.

Item is returned in original condition and with tag and original packaging. (All RETURNS MUST NOT HAVE BEEN WORN, ALTERED, WASHED OR DAMAGED).

 

We are not responsible for damaged products due to delivery. You may return the item to the following address by any transport service providing us with the item’s tracking number. If we are unable to receive the tracking number by any circumstances, we have the right to cancel the ongoing refund/exchange/returns request.

 

We will any cancel refund/exchange/returns request if the processing time last more than 30 days. 

 

Note: The refund amount does not include the shipping fee unless the order has not been shipped out. Please be aware of this policy before making any refund request. 

How do I cancel my order?

We only accept order cancellation request within 12 hours since your purchase. We will automatically reject any request that did not meet this deadline. 

Please contact our Customer Care team via Email: musthave.online.staff@gmail.com.

to make this request. When successfully canceled, a refund for the full order value will be credited back to your original payment method and you will receive a notification email.

Sale off items are non-refundable as well as non-exchangeable.

Can I return or change my order and how to do it?

For order which has not been shipped yet. We accept to change only 1 time for you free of charge. To make changes to your order, please reach out to support by email at :musthave.online.staff@gmail.com.

For order which has been already shipped or delivered. We accept returns within 14 days of delivery for an exchange of the same item, in an alternative size or even another style. Submit your request via live chat button or email us at musthave.online.staff@gmail.com;. Please place a new order on our website and return the existing order for a refund. Please allow 5 working days from the date of receipt for returns to be inspected and processed. Refunds will be issued on the cost at purchase price, excluding original shipping charges, back to the original method of payment. Original shipping charges are non-refundable.

Items must be in their original condition that have not been worn, altered, or washed, without make-up marks and with all tags attached. Where provided, belts and any packaging such as dust bags must also be returned. In the interests of health and hygiene, swimwear return will not be accepted.

Returns need to be shipped at your own cost. We would recommend wrapping the order securely and lightly using a tracked service with your local post office. You can return the order without the original box which will lower the costs significantly. We recommend that you obtain proof of posting or insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our warehouse. 

Returns please mark clearly “VIETNAM RETURN GOODS – MUST HAVE” as a description of contents on all paperwork provided by your chosen carrier. If this indication is not clearly stated, custom duty charges may be applied and the amount will be deducted from your merchandise refund. Use your original ORDER NUMBER as reference on your return shipping label and invoice.

Please note, refund will not be issued:

If items that you want to change are less expensive than those you have already ordered, you will receive a gift card for future purchasing at musthave.vn

For order which has defect items: there are a few steps you need to do within 2 days after the date of receiving your order:

Inform us about the situation with photo and picture of the defect via musthave.online.staff@gmail.com. or live chat at musthave.vn

Prepare items which you would like to send back, DHL courier will contact you to pick it up (please let us know the pick up address)