SUPPORT

STEP 1 – SELECT PRODUCT: VISIT FENGOFFICIEL.COM AND SELECT YOUR DESIRED ITEMS. CAREFULLY REVIEW THE DESCRIPTION, MATERIAL, AND SIZE CHART ON EACH PRODUCT PAGE BEFORE MAKING A DECISION.

STEP 2 – SELECT SIZE & ADD TO CART: CHOOSE THE APPROPRIATE SIZE ACCORDING TO THE SIZE GUIDE, THEN CLICK "ADD TO CART".

STEP 3 – REVIEW CART: PROCEED TO YOUR CART TO VERIFY THE ITEMS, QUANTITY, SIZES, AND TOTAL ORDER VALUE.

STEP 4 – SHIPPING INFORMATION: ENTER YOUR FULL NAME, PHONE NUMBER, AND DELIVERY ADDRESS. YOUR PHONE NUMBER SHOULD MATCH THE COUNTRY YOU'RE SHIPPING TO. FOR INTERNATIONAL CUSTOMERS, PLEASE PROVIDE AN EXACT ADDRESS INCLUDING ZIP/POSTAL CODE AND IF YOUR ADDRESS IS AN APARTMENT OR BUILDING, PLEASE INCLUDE THE SPECIFIC HOUSE/UNIT NUMBER.

STEP 5 – PAYMENT METHOD: SELECT ONE OF THE SUPPORTED PAYMENT METHODS: BANK TRANSFER, CREDIT/DEBIT CARD, OR PAYPAL (INTERNATIONAL).

STEP 6 – ORDER CONFIRMATION: REVIEW ALL INFORMATION AND CLICK "PLACE ORDER". UPON SUCCESSFUL PLACEMENT, YOU WILL RECEIVE A CONFIRMATION EMAIL FROM FENG.

NOTE: ORDERS ARE ONLY PROCESSED UPON SUCCESSFUL CONFIRMATION BY FENG. CUSTOMERS MAY CANCEL AN ORDER BEFORE IT IS HANDED OVER TO THE CARRIER BY CONTACTING CARE.FENGOFFICIEL@GMAIL.COM. FOR ANY INQUIRIES REGARDING PRODUCTS OR ORDERS, PLEASE CONTACT US VIA EMAIL.

ORDER PROCESSING: ALL ORDERS ARE PROCESSED AND DISPATCHED FROM VIETNAM. OUR STANDARD OPERATING HOURS ARE MONDAY TO FRIDAY (EXCLUDING WEEKENDS AND PUBLIC HOLIDAYS). IN-STOCK ITEMS TYPICALLY REQUIRE 2–7 BUSINESS DAYS FOR PACKAGING AND CARRIER HANDOVER. CERTAIN ITEMS, SUCH AS MADE-TO-ORDER OR LIMITED EDITIONS, WILL REQUIRE EXTENDED PROCESSING TIMES, AS DETAILED ON THEIR RESPECTIVE PRODUCT PAGES. ORDERS CONTAINING MULTIPLE ITEMS WILL ONLY BE DISPATCHED ONCE ALL ITEMS ARE READY.

DOMESTIC SHIPPING (VIETNAM): UPON SUCCESSFUL PAYMENT, ORDERS WILL BE PACKAGED AND HANDED OVER TO THE CARRIER ON THE FOLLOWING BUSINESS DAY. FENG PARTNERS WITH REPUTABLE CARRIERS TO ENSURE RAPID AND SECURE NATIONWIDE DELIVERY. INNER HO CHI MINH CITY: 1–2 BUSINESS DAYS. OTHER PROVINCES: 2–5 BUSINESS DAYS. SHIPPING FEES ARE AUTOMATICALLY CALCULATED AT CHECKOUT BASED ON THE DELIVERY ADDRESS.

INTERNATIONAL SHIPPING & TRANSIT TIMES:
ECONOMY LINE: FLAT RATE FROM $20, ESTIMATED TRANSIT 15–30 BUSINESS DAYS. FENG DOES NOT GUARANTEE AN EXACT DELIVERY DATE FOR THIS METHOD.
STANDARD LINE: FLAT RATE FROM $40, ESTIMATED TRANSIT 7–12 BUSINESS DAYS.
EXPRESS LINE OR SPECIFIC DATE REQUESTS: PLEASE CONTACT CARE.FENGOFFICIEL@GMAIL.COM PRIOR TO PURCHASING.

SHIPPING TIME EXCLUDES WEEKENDS AND PUBLIC HOLIDAYS.

IMPORT DUTIES & LEGAL LIABILITY: ALL ORDERS AND SHIPPING COSTS DISPLAYED ON THE WEBSITE COMPLETELY EXCLUDE ANY IMPORT DUTIES, VALUE-ADDED TAXES, OR CUSTOMS FEES INCURRED IN THE BUYER'S DESTINATION COUNTRY. THESE CHARGES ARE SOLELY THE RECIPIENT'S RESPONSIBILITY. SHOULD A CUSTOMER REFUSE TO RECEIVE A PARCEL TO AVOID TAXES, THEY SHALL BEAR FULL LIABILITY FOR ALL RETURN SHIPPING COSTS, CUSTOMS FEES, AND HANDLING CHARGES. IF PAYMENT IS REFUSED, THE PACKAGE MAY BE ENTIRELY DISCARDED BY THE CARRIER WITHOUT ANY REFUND.

WE KNOW ONLINE SHOPPING MEANS TRUSTING A BRAND YOU CAN'T SEE IN PERSON AND THAT TRUST MEANS A LOT TO US AT FENG. AS A YOUNG LABEL, WE CAN'T YET OFFER FULL REFUNDS OR RETURNS, BUT WE'RE ALWAYS HERE, AND WE'LL LOOK INTO ANY GENUINE ISSUE WITH REAL ATTENTION.

WHILE WE DON'T OFFER RETURNS OR REFUNDS AS A GENERAL POLICY, WE'RE ALWAYS GLAD TO REVIEW ELIGIBLE CASES SUCH AS A VERIFIED MANUFACTURING DEFECT WITH CARE. WE'RE NOT ABLE TO ACCEPT REQUESTS BASED ON SUBJECTIVE REASONS, SUCH AS CHANGING YOUR MIND AFTER RECEIVING THE ITEM.

ALL EXCHANGE OR COMPLAINT REQUESTS MUST BE SUBMITTED WITHIN 3 BUSINESS DAYS OF YOUR ORDER'S CONFIRMED DELIVERY. WE'RE UNABLE TO PROCESS REQUESTS SUBMITTED BEYOND THIS PERIOD. THANK YOU FOR YOUR UNDERSTANDING.

GENERAL PRINCIPLE: ALL TRANSACTIONS AT FENG ARE FINAL. FENG STRICTLY DOES NOT SUPPORT RETURNS OR REFUNDS UNDER ANY CIRCUMSTANCES, EXCEPT IN THE SOLE EVENT OF A VERIFIED MANUFACTURER DEFECT. WE REFUSE ALL RETURN OR REFUND REQUESTS STEMMING FROM SUBJECTIVE REASONS, SUCH AS DISLIKING THE PRODUCT UPON RECEIPT OR A CHANGE OF MIND.

MANUFACTURER DEFECTS: CUSTOMERS MUST SUBMIT A COMPLAINT VIA EMAIL TO CARE.FENGOFFICIEL@GMAIL.COM WITHIN A MAXIMUM OF 72 HOURS FROM THE TIME OF SUCCESSFUL DELIVERY, ACCOMPANIED BY CLEAR PHOTOGRAPHS OF THE DEFECT AND THE ORDER NUMBER. FOR ONLINE ORDERS, PLEASE ALSO INCLUDE A CONTINUOUS, UNEDITED UNBOXING VIDEO — STARTING FROM THE SEALED PARCEL — TO HELP US VERIFY THE CLAIM QUICKLY AND FAIRLY.

HANDLING OF MANUFACTURING DEFECTS: ONCE CONFIRMED, WE'RE ALWAYS HAPPY TO ARRANGE A ONE-TIME EXCHANGE FOR YOU. AT THIS STAGE, WE'RE NOT YET ABLE TO OFFER REFUNDS FOR DEFECTIVE ITEMS — OUR FOCUS IS ON MAKING THINGS RIGHT THROUGH A REPLACEMENT. ALL TWO-WAY SHIPPING COSTS FOR CONFIRMED DEFECTS ARE COVERED BY FENG.

FENG WILL NOT ACCEPT RETURNS IN ANY OF THE FOLLOWING CASES:
— THE 72-HOUR WINDOW POST-DELIVERY HAS EXPIRED WITHOUT A COMPLAINT.
— THE PRODUCT IS MISSING ITS ORIGINAL TAGS OR PACKAGING.
— THE PRODUCT HAS BEEN USED, WASHED, OR ALTERED IN ANY WAY.
— THE PRODUCT HAS BEEN REPAIRED BY A THIRD PARTY.
— THE PRODUCT WAS PURCHASED DURING A PROMOTIONAL/SALE EVENT.

TAILORED / ALTERED ITEMS: ITEMS THAT HAVE BEEN TAILORED OR ALTERED ON REQUEST ARE NOT ELIGIBLE FOR RETURN OR EXCHANGE.

SIZE EXCHANGE POLICY: WOULD YOU LIKE A DIFFERENT SIZE? WE'RE GLAD TO HELP. FOR SIZE EXCHANGES, CUSTOMERS KINDLY COVER BOTH-WAY SHIPPING COSTS AND ANY APPLICABLE CUSTOMS FEES; WE'LL ALWAYS CONFIRM THE ESTIMATED FEES WITH YOU BEFORE MOVING FORWARD. PLEASE NOTE THAT EACH ORDER IS ELIGIBLE FOR A ONE-TIME EXCHANGE ONLY, AND EXCHANGES ARE ONLY AVAILABLE FOR THE SAME PRODUCT IN A DIFFERENT SIZE OR A PRODUCT OF EQUAL OR GREATER VALUE (CUSTOMER PAYS THE DIFFERENCE).

CONDITIONS FOR EXCHANGE:
— REQUEST MUST BE SUBMITTED VIA EMAIL TO CARE.FENGOFFICIEL@GMAIL.COM WITHIN 72 HOURS OF DELIVERY.
— THE PRODUCT MUST REMAIN IN PRISTINE, UNUSED, AND UNWASHED CONDITION, WITH NO STRANGE ODORS, AND RETAIN ALL ORIGINAL TAGS AND PACKAGING.
— SIZE EXCHANGES ARE ENTIRELY CONTINGENT UPON ACTUAL INVENTORY AVAILABILITY.
— THE CUSTOMER BEARS FULL RESPONSIBILITY FOR ALL TWO-WAY SHIPPING COSTS, ALONG WITH ANY APPLICABLE TAXES OR CUSTOMS FEES.
— EXCHANGES ARE ONLY PERMITTED FOR A DIFFERENT SIZE OF THE SAME PRODUCT, OR A PRODUCT OF EQUAL OR GREATER VALUE (CUSTOMER PAYS THE DIFFERENCE).

HOW TO START:
1. SUBMIT YOUR EXCHANGE REQUEST. PLEASE PROVIDE YOUR ORDER ID, PRODUCT PHOTOS, AND AN UNBOXING VIDEO CLEARLY SHOWING THE ISSUE, ALONG WITH YOUR EXCHANGE REQUEST (E.G. SIZE, MANUFACTURING DEFECT).
2. WAIT FOR CONFIRMATION AND INSTRUCTIONS FROM OUR CUSTOMER SERVICE TEAM (3–5 BUSINESS DAYS).
3. PACK AND RETURN THE ITEM TO FENG AS INSTRUCTED WITHIN THE NEXT 5 BUSINESS DAYS. (WE'RE UNABLE TO PROCESS RETURNS BEYOND THIS PERIOD.)
4. FENG RECEIVES AND INSPECTS THE RETURNED PRODUCT (10–14 BUSINESS DAYS).
5. FENG PREPARES AND SHIPS THE REPLACEMENT ITEM (WITHIN 2–3 BUSINESS DAYS).
6. YOU RECEIVE THE NEW ITEM, COMPLETING THE EXCHANGE (10–14 BUSINESS DAYS).
SHIPPING TIME EXCLUDES WEEKENDS AND PUBLIC HOLIDAYS.

SHIPPING FEES AT THE TIME OF PURCHASE ARE SUPPORTED AND OPTIMISED BY FENG. FOR RETURNS OR EXCHANGES, SHIPPING COSTS ARE CALCULATED ON THE ACTUAL RATES PROVIDED BY OUR COURIER PARTNERS AT THE TIME OF PROCESSING, AND MAY BE HIGHER THAN THE AMOUNT ORIGINALLY PAID.

WARRANTY POLICY: FENG DOES NOT APPLY WARRANTIES TO FASHION GARMENTS. PRODUCTS ARE ONLY ELIGIBLE FOR RETURN/EXCHANGE DUE TO MANUFACTURER DEFECTS UNDER THE AFOREMENTIONED CONDITIONS.

TO ENSURE A SEAMLESS AND ABSOLUTELY SECURE SHOPPING EXPERIENCE, FENG OFFERS A VARIETY OF PAYMENT METHODS. ALL TRANSACTIONS ARE SECURELY SSL ENCRYPTED. FENG DOES NOT RETAIN ANY OF YOUR BANK CARD INFORMATION.

DOMESTIC CUSTOMERS (VND):
BANK TRANSFER: JOINT STOCK COMMERCIAL BANK FOR FOREIGN TRADE OF VIETNAM (VIETCOMBANK) - HO CHI MINH BRANCH. ACCOUNT HOLDER: CONG TY TNHH FENG OFFICIEL. ACCOUNT NUMBER: 1063711338. TRANSFER SYNTAX: [FULL NAME] – [ORDER NUMBER].
CREDIT & DEBIT CARDS: PROCESSED VIA THE SECURE PAYMENT GATEWAY INTEGRATED INTO THE WEBSITE.

INTERNATIONAL CUSTOMERS (USD):
GLOBAL CREDIT CARDS: VISA, MASTERCARD, AMERICAN EXPRESS, AND JCB.
PAYPAL: PAY VIA YOUR PERSONAL PAYPAL ACCOUNT OR USE A CREDIT CARD THROUGH THE PAYPAL PLATFORM.