Frequently Asked Questions

Chính sách thanh toán
  • Prices are in USD. Customs duties & taxes are not covered.
  • Accepted payment methods:
    • Major credit/debit cards:
      • VISA
      • Mastercard
      • JCB
      • Union Pay
      • American express
    • Apple/Google Pay
    • PayPal
  •  

What country do you ship to?

We ship to the regions worldwide via DHL Express or FedEx International.  

How long does it take to deliver?

Depending on your region, standard delivery time is 2–4 business days (excluding weekends and holidays) from the shipment dispatch. For delivery to rural addresses, please allow extra 1–2 business days. *For your reference: most of our orders are delivered within 2-3 business days, from time of shipment, provided with no delays going through customs.

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. At the moment there is a flat shipping fee promotion per each region.

Do I need to pay taxes?

As customs regulations and taxes vary by country, international orders may incur import duties upon arrival. These fees are not included in the order and must be paid by the customer. Local customs may contact you for clearance, which could cause delays in delivery. Please consult your local customs office for details to comply with all the applicable laws and requirements.

Can I track my order?

Tracking number is provided to the email on the order so you can check on the progress of your shipment online. Signature is required by the recipient upon delivery to be eligible for any claims.

  • For best results, use dry cleaning or hand wash in warm/cool water. Use gentle, liquid detergent suitable for delicate garments.
  • Avoid rubbing, soaking, bleach, or mixing dark and light items.
  • Hang to dry – never tumble dry.

Steam iron or use low heat only, especially on sheer, mesh or laced garments. Certain handcrafted or crease textured designs do not require ironing. Please contact us for more info. 

RETURN & EXCHANGE POLICY:

  • Exchanges are accepted due to a product defect by manufacturer or a wrong item delivery. 
  • Exchange requests have to be made within 48 hours of product delivery by contacting customer service at info@musthave.com.vn 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 at info@musthave.com.vn to make a request. The guest will be responsible for the shipping fees.
  • Only when an item needed for an exchange or return is received by us, can another one be shipped.
  • 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 DHL or FedEx.
  • Accessories (including jewelry, belts, hair flowers, headbands, pins, etc.), underwear/swimwear, custom-made and on sale items 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 back to us. This amount will be deducted from your merchandise refund.

HOW DO I CANCEL MY ORDER?

Orders can be canceled before shipping, please contact our Customer Care team via info@musthave.com.vn 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.

If your order has already been shipped or delivered, a return request must be made via info@musthave.com.vn. Once the request is approved, directions on how to ship back the items will be provided to you within 2-3 business days. Once the items are received and inspected to be in original condition, unused, unwashed and with all tags intact, a cancellation and refund can be processed. Please note, all shipping fees are non-refundable. 

Accessories, underwear/swimwear as well as one sale and custom-made items are not eligible for refund or exchange.