Shipping and delivery policy

Retail orders placed on the website are delivered within Vietnam. For some remote or hard-to-reach addresses, Phuoc Son will tell you on the confirmation call if delivery needs longer, needs payment in advance, or is not possible.

Export and wholesale deliveries follow the agreed delivery terms (Incoterms) and the contract both parties sign.

Phuoc Son delivers with its own vehicles or through a carrier it chooses to suit the address and the weight of the order. You may also collect the order from Phuoc Son's site in Nam Ban, Lâm Đồng by appointment, with no shipping charge.

• Goods are packed and handed to the carrier within 1–3 working days of the order being confirmed (and of payment, if the order is paid in advance).
• Transit normally takes 2–7 working days depending on the area.

These are estimates. Delivery can take longer around public holidays and Tết, in bad weather, because of a carrier's problem, or through force majeure. We will tell you about any significant delay; if delivery is more than 10 working days later than estimated through no fault of yours, you may cancel and receive a full refund of anything paid.

Shipping is charged by weight, parcel size and destination, at the carrier's rates. Staff quote the fee on the confirmation call and it applies only once you agree. The buyer pays for shipping unless Phuoc Son has announced a free-shipping offer.

• When the order arrives, check the outside of the parcel, the number of parcels and the seals in front of the courier, before paying.
• If a parcel is dented, torn, wet, shows signs of opening, or the count is wrong, you may refuse it, or note the condition with the courier and photograph it straight away. Phuoc Son will handle it under the Returns and refunds policy.
• You may authorise someone else to receive the order at the registered address. Their signature or payment counts as your receipt of the goods.

The carrier will try again up to 2 more times. If delivery still fails because you cannot be reached, the address is wrong, or the recipient refuses the goods without good reason, the order is cancelled and returned to Phuoc Son. Anything paid in advance is refunded less the shipping cost both ways.

Phuoc Son may require payment in advance for further orders from a customer who has repeatedly refused deliveries without good reason.

Risk of loss or damage passes to the buyer when the goods are delivered at the delivery address to you or to whoever receives them for you. If you collect the goods yourself or appoint your own carrier, risk passes when the goods are handed to you, your representative or that carrier.

Goods are treated as delivered in the right quantity and externally intact once the recipient signs for or pays for them without refusing them or noting the parcel's condition with the courier. Claims for goods lost or damaged in transit are handled under the Returns and refunds policy, after Phuoc Son has verified them with the carrier.

The delivery address can be changed only before the goods are handed to the carrier.