Refund and Returns Policy

Refund and Returns Policy (International Orders)

At LaMai, we value the trust of our international customers and are committed to providing the best shopping experience possible. The following policy applies to all orders placed through our official website www.lamaiatelier.com and shipped outside of Vietnam.

1. Eligibility for Return or Exchange

Due to the nature of international shipping and our made-to-order production model, LaMai only accepts returns or exchanges in cases where the item has a clear manufacturing defect.

We accept returns/exchanges if:

The item has a major defect (e.g., torn fabric, broken stitching, deformed structure) caused during production
The item received is incorrect in size or style compared to your original order
You contact us within 7 days of receiving the package (based on the tracking record)
The product is unused, unwashed, undamaged, and has all original tags attached

We do not accept returns/exchanges for:

Custom-made or personalized orders (including special sizing or colors)
Sale or promotional items
Personal reasons such as “changed my mind” or “doesn’t suit me”
Accessories (if applicable)

2. How to Request a Return or Exchange

If you encounter an issue with your order, please:

Email us at hi@lamaiatelier.com within 7 days of receiving the product. Include the following details:
- Your order number
- Clear photos showing the issue
- A short description of the problem
After verification, we will confirm whether the item is eligible for return or exchange and provide instructions.

Note:

We do not require customers to return items to Vietnam in most cases, unless absolutely necessary and agreed upon.
If a fault is confirmed, LaMai will cover any costs associated with replacements.
If you opt for a refund instead of a replacement, we may process it without requiring a return.

3. Refund Policy

We will issue a full or partial refund if:

The item is defective and you choose not to receive a replacement
The order cannot be delivered due to a shipping issue on our side (e.g., lost package, incorrect destination)

Refund processing time:
Depending on your original payment method (PayPal, international credit card, etc.), please allow 7–14 business days for the refund to be completed.