Return & Exchange Policy

1. General Policy

At HUONG, each piece is thoughtfully made by hand, in very limited quantities and only after an order is placed. As a growing brand, we are still refining our operations — and at this stage, we’re not yet able to offer a full refund or return system.

That said, every order holds deep meaning for us. And while we don’t offer returns or refunds as a general policy, we always keep our hearts open to reviewing special cases with care and understanding.

Please note: The exchange process may take approximately 20 – 30 days from the date the request is received.

2. When can I request a product exchange?

We accept exchange requests in the following cases:

• The product has a manufacturing defect (e.g. torn fabric, discoloration, broken structure, etc.).
• The item received is incorrect in design, color, or size compared to the confirmed order.
• The customer would like to change the size of the product.

For size exchanges, customers will kindly cover both-way shipping costs and any applicable customs fees. We’ll always inform you of the estimated fees before moving forward.

Please note:

• Each order is eligible for one-time exchange only.
• Items that have been tailored or altered upon request are not eligible for return or exchange.

3. How long do I have to request an exchange?

All exchange requests — including those due to product defects or shipping errors — must be submitted within 5 days of order arrival.

We’re unable to process requests beyond this period. Thank you for your understanding.

4. What are the conditions for a product to be eligible for exchange?

To be eligible for exchange, the product must:

• Be in its original condition — unworn, unwashed, unaltered, with tags still attached.
• Be accompanied by the order confirmation or receipt.
• Include photos and an unboxing video clearly showing the issue.

5. How do I start the exchange process?

The process is as follows:

Step 1:  Submit Your Exchange Request

To help us better understand your request, please kindly provide the following details:

• Order ID
• Product photos and unboxing video clearly showing the issue
• Exchange request (e.g., size, different design)

Step 2:  Wait for confirmation and instructions from our Customer Service team (2–3 working days)

Step 3:  Pack and return the item to HUONG as instructed.

Step 4:  HUONG receives and inspects the returned product (10–14 working days)

Step 5:  HUONG prepares and ships the replacement item (Within 2–3 working days)

Step 6:  Customer receives the new item, completing the exchange process (10–14 working days)

Note:  Shipping time excludes weekends and public holidays.

6. How are exchange fees calculated?

• If the issue is due to a defect or mistake on our part, HUONG will cover round-trip shipping.
• For size exchanges or customer-initiated requests, you’ll be responsible for two-way shipping and any customs duties. We’ll calculate and confirm all costs before moving forward.
• Exchanges can only be made for items of equal or higher value.

7. Are sale items eligible for exchange?

We’re sorry — products purchased during sales or promotional periods are not eligible for exchange or return under any circumstances.

A Note from HUONG

We know that ordering made-to-order pieces online can sometimes feel uncertain. And while our resources are still limited, our care for each order is not.

Thank you for choosing HUONG. We hope each piece you receive brings you not only beauty — but also the quiet warmth and trust that made it possible.