Complaints Policy

• Email: customers@lachang.shop;

• Phone: 0945111071;

• Instagram: https://www.instagram.com/lachang.jewelry/;

• Step 1: Send your feedback or complaint with the phone number you ordered with, the order code (if any) and what happened;

• Step 2: We acknowledge it within 1 working day;

• Step 3: We review it and reply with the outcome within 7 working days of having the full details; complex cases may take longer and we tell you the new date;

• Step 4: If the complaint is upheld, we fix it, exchange, refund or compensate under the relevant policies.

• Deposit sent but order not confirmed: reply within 1 working day;

• Wrong, damaged or defective piece: reply within 1 working day, resolved under the Returns and Warranty Policy;

• Late or lost delivery: reply within 1 working day; we take it up with Viettel Post and report back within 7 working days;

• Refund requests: confirmed within 2 working days, refunded under the Payment Policy;

• Personal data: acknowledged within 72 hours, handled under the Privacy Policy;

• Anything else: reply within 2 working days, resolved within 7 working days.

To verify quickly we compare the order details, the deposit transfer note, the Viettel Post tracking number and route, and any photos or video you send.

Both sides prefer negotiation and mediation. Failing agreement, you may ask the state consumer protection authority for help, or bring a claim before the competent People's Court as the law provides.