Exchange and return policy

Exchange and return policy:

  • Exchanges are accepted due to a product defect by manufacturer or a wrong item delivery. Refunds are not applicable.
  • Exchange requests have to be made within 48 hours of product delivery by contacting customer service and including clear pictures of the item’s faulty part.
  • If an exchange request is accepted, a return label will be created for the item pick up or drop off. Even though the most convenient time will be arranged for the guest to be able to send the item back, if the items are not returned 3 days after the initially agreed pick up date, courier pick up will be canceled and you will be responsible for the shipping cost. After 5 days from the agreed pick up date and if we don’t hear from you, the request for an exchange will be withdrawn and canceled.
  • If an exchange is needed for another item not due to a manufacturer’s flaw, please contact us to make a request. The guest will be responsible for the shipping fees.
  • Only when an item needed for an exchange is received by our team, can a new one be shipped.
  • Custom-made products are not eligible for returns or exchanges.
  • No refunds issued for an exchange of product(s) with lower value.
  • Returned items must be undamaged, unworn, unwashed, and free of stains or odors, with all tags intact.
  • Exchange items will be shipped via FedEx or DHL Express.
  • Accessories (belts, hair flowers, headbands, pins, etc.) are not eligible for returns or exchanges.


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.

How do I cancel my order?

You can cancel an order within the first hour, 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.

  • 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 CLOTHING” 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)
  • We will send you a gift card which has the value of all item you send back + a free shipping code which can be use to place order at musthave.vn ; Please place new order with item that you want to exchange at your comfort or you can save it for future purchase (e.g Must Have next collection).
  • After receiving the return, we will continue to process your following order which was paid by using the gift card.
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