De SOI aims to provide a clear and convenient shopping experience. This Policy applies to customers purchasing products through De SOI’s official sales channels. Orders for spas, agents, or distribution partners will be subject to separate quotations, agreements, or contracts.

1. Product Prices and Payment

• Product prices are listed in Vietnamese Dong (VND) on the sales channel at the time of purchase.
• The final price, promotional offers, and any applicable fees will be communicated before the customer confirms the order.
• For orders placed through spas or agents, pricing and payment terms will be based on the information provided by the respective sales outlet.
• Depending on the purchasing channel, customers may choose from the payment methods displayed or confirmed at the time of ordering, such as cash on delivery, bank transfer, or online payment.
• Orders paid in advance will be processed after the system or De SOI confirms successful payment.
• Customers who require an invoice should provide the necessary invoicing information when placing the order or contact Customer Service.

2. Shipping Fees

• Shipping fees are calculated based on the delivery address, order weight, and the applicable rates of the delivery provider or sales channel.
• Delivery fees, shipping promotions, and free-shipping conditions (if applicable) will be displayed or communicated before the customer confirms the order.
• Orders purchased through spas or agents will be subject to the delivery and fulfillment terms communicated by the respective sales outlet.

3. Delivery Time

The estimated delivery time will be communicated through the ordering channel or after the order has been confirmed. Actual delivery times may vary depending on the destination, the delivery provider’s operating schedule, weather conditions, public holidays, or other objective factors.

If an order is delayed beyond the estimated delivery time, customers may contact De SOI or the channel through which the order was placed for an update. Requests to cancel an order while it is in transit will be handled according to the order status and the policies of the relevant sales channel.

4. Order Processing and Receipt of Products

• De SOI will receive and process an order after confirming the order information, product availability, and payment status (if advance payment is required).
• Upon receiving the order, customers should inspect the external condition of the package, its seal, and the quantity of products in accordance with the regulations of the delivery provider or purchasing channel.
• Customers should not break the seal, open, or test the product while jointly inspecting the package with the delivery personnel.
• De SOI recommends that customers record a continuous video of the package-opening process immediately upon receipt. The video should show the original condition of the seal, the package-opening process, and the actual products received.
• If products are missing, incorrect, or damaged during transportation, customers should contact De SOI as soon as possible and provide the order number together with photos or videos for assistance.
• If delivery is unsuccessful, redelivery or return-to-sender procedures will be handled according to the regulations of the delivery provider or sales channel. For prepaid orders that are returned, De SOI will coordinate the refund in accordance with the payment method and procedures applicable to the order.

5. Changes or Cancellation of Orders

If you need to change delivery information, products, or cancel an order, please contact De SOI or the channel through which the order was placed as soon as possible.

De SOI will assist with changes or cancellation if the order has not yet been handed over to the delivery provider and its processing status permits such changes. For orders that have already been handed over to the delivery provider or are in transit, requests will be handled according to the policies of the sales channel and De SOI’s Return & Exchange Policy.

6. Customer Support

For assistance regarding products, orders, payments, or delivery, please contact:

• Office: 94 Street 79, Tan Hung Ward, Ho Chi Minh City, Vietnam
• Hotline: 098 218 00 02 — Monday to Saturday, 09:00–18:00.
• Online Support Channels: Send a direct message through the official De SOI Parfum Fanpage or official Zalo OA for timely assistance.