Hey Love!
We want you to be 100% satisfied with your purchases from our store! If for any reason you wish to return or exchange a product, we’re here to assist you.
EXCHANGES
HOW TO MAKE EN EXCHANGE ?
Most of our items are made to order and tailored specifically for each customer. Only selected ready-to-wear pieces are available in standard sizes and can be exchanged.
If you’re considering an exchange, please contact us first to confirm the availability of the size or product you’d like to receive in return. If we confirm availability, follow the next steps:
Order a new product: To exchange a product, please place a new order separately on our website.
Return the previous product: Send back the product you wish to exchange. Please ensure it is in its original condition, unused, with all tags attached.
Contact us: Report the exchange via email at info@lananguyen.com, providing the order number and reason for the exchange. Please note that the entire return process, including reporting and returning the product, must be completed within 14 days of receiving the package for us to process it.
Send the package: Ship the product to the address provided in the email. Please note that the customer covers the return shipping costs.
Refund: Refunds for the returned product will be processed within 14 working days upon receipt and inspection and will be processed back to the original payment method. Please note that the customer does not receive a refund for the initial shipment.
RETURNS
HOW TO MAKE A RETURN ?
Please note: LANA NGUYEN is a small, independent brand. Each piece is made with care and intention by skilled women artisans who put their heart into every stitch.
We don’t keep warehouse stock, and we avoid overproduction – because we’d rather invest those resources into designing thoughtful, timeless collections, not unsold waste.
That’s why we kindly ask you to shop mindfully.
If you have any questions or doubts before ordering – just reach out. We’re happy to help you make sure it’s the right piece for you.
We believe conscious fashion is a collaboration – and we’re in this together. ♡
e create two types of products in our store:
- Custom-Made Items (made-to-measure):
These garments are made individually for you, based on your measurements. As they are tailored from scratch and made to order, they are non-refundable and non-returnable in accordance with our return policy. - Standard Size / Ready-to-Ship Items:
Some selected products may be eligible for return or exchange, as long as they are unworn, in perfect condition, and returned within 14 days of delivery.
Please check the product description carefully – return eligibility is always clearly stated on each product page.
Contact us: Report the return via email at info@lananguyen.com, providing the order number and reason for the return. Please note that the entire return process, including reporting and returning the product, must be completed within 14 days of receiving the package for us to process it.
Prepare the package: Ensure the product is free of defects, unused, with all tags attached. All accompanying gifts must also be returned.
Send the package: Ship the product to the address provided in the email. The customer covers the return shipping costs.
Refund: Refunds for the returned product will be processed within 14 working days upon receipt and inspection and will be processed back to the original payment method. Please note that the customer does not receive a refund for the initial shipment.
We’re committed to ensuring your satisfaction with your purchases, and we’re here to assist you every step of the way. If you have any further questions or concerns, feel free to reach out to us.
DEFECTIVE PRODUCT / INCORRECT PRODUCT
We sincerely apologize for any inconvenience, but human errors can occur. If you have received a defective product or an incorrect item (wrong size, color, or entirely different product), please follow the steps below. We will do our utmost to resolve this mistake as quickly as possible.
How to report a defective or incorrect product?
Contact us:Email us at info@lananguyen.com, providing your order number and details about the issue.
Attach photos:In your email, please attach photos of the defect or the incorrect product received.
Wait for our response:After receiving your report, we will contact you in a separate email with further shipping instructions.
Send back the package:Ship the product to the address we provide in the email. We highly recommend obtaining a tracking number and proof of postage when you drop off your package at the post office for future reference.
We promise to improve: We will do our best to address your issue as quickly as possible and compensate you for the inconvenience.
If you need additional assistance with your claim, please email us at info@lananguyen.com, and we will be happy to help. Thank you for your patience and understanding.