NGA BAY - FORGET-ME-NACRE

This policy applies to orders placed on metiseko.com. Purchases made in our stores follow our in-store policy. Online orders paid by cash on delivery with in-store pick-up are treated as in-store purchases.

At a glance

• Orders delivered within Vietnam: returns and exchanges accepted within 30 days of delivery.
• Orders delivered outside Vietnam: all sales are final. We do not accept returns or exchanges.
• A faulty item, wherever you are: contact us by email at info@metiseko.com within 30 days of delivery with your order number, photos and a short description. Please don’t send anything back before we reply. If we confirm the issue is our responsibility, we will either send you the same piece, free of fault, at no cost, or refund you. For international orders, you keep the original item; there’s no need to return it.

Choosing the right size

Our pieces follow European sizing, and the cut varies from one collection to another. Before you order, please read the product description and our size chart.

If you are unsure, write to us at info@metiseko.com with your measurements and the piece you are considering. Our team will recommend a size before you buy. This is especially important for orders shipped outside Vietnam, which cannot be returned.

Orders delivered within Vietnam

You may request a return or an exchange within 30 days of the delivery date shown by the courier. Each order can be exchanged once. That single exchange can include any or all of the items in the order, so if several pieces need a different size, we’ll exchange them together.

To qualify, each item must be:

• unworn, unwashed and unaltered, in the condition you received it;
• with its original tags attached; and
• in its original packaging.

The following cannot be returned or exchanged:

• earrings and face masks, for hygiene reasons;
• items bought in a Clearance Sale;
• fabric by the meter;
• customized or made-to-order pieces, in part or in whole;
• gift vouchers, which are not refundable.

By courier. Email info@metiseko.com with your order number (for example #1234), the reason, the replacement you would like if it is an exchange, and a photo of the item(s). We will confirm and send you the next steps. Return shipping is at your expense, and original delivery costs are not refunded.

In one of our stores. You may also return or exchange an online order at these Metiseko stores:

• Hội An: 140 Trần Phú, Hội An Ward, Đà Nẵng City
• Ho Chi Minh City: 157 Đồng Khởi, Sài Gòn Ward, Ho Chi Minh City
• Hà Nội: 9 Nhà Chung, Hoàn Kiếm Ward, Hà Nội

Please tell us before you visit, by email to info@metiseko.com (subject: “Return/Exchange + your order number”) or through our Facebook page. Requests are handled Monday to Thursday, 9:00–17:00, and Friday, 9:00–15:00. Bring the item(s) and your online receipt (printed, screenshot or email). 

Orders delivered outside Vietnam

All international orders are final sale. They cannot be returned, exchanged or refunded, including for size or a change of mind. Parcels returned without our prior agreement will not be accepted.

International orders travel with import duties and taxes that we pay on your behalf, and a return would mean paying them again, along with shipping both ways.

Nothing in this policy limits any rights you may have under the mandatory consumer laws of your country.

Faulty or incorrect items

This applies to every order, in Vietnam and abroad.

If your item has a manufacturing defect, arrived damaged, or is not what you ordered, contact us at info@metiseko.com within 30 days of delivery. Please include your order number, photos and a short description of the issue. The more detail, the faster we can help.

We will look at each case and propose the right solution, which may be a repair, a replacement or a refund. Please do not send anything back before we reply.

The following are not considered defects:

• normal wear and tear, accidental damage, or damage from misuse;
• damage caused by washing, drying or ironing that doesn’t follow the care instructions on the label and product page;
• the small variations in weave, colour and print that come from our artisanal printing and dyeing.

Hand-embroidered pieces also carry a one-year warranty on broken threads, as described in our FAQ.

Refunds

Approved refunds are credited to your original payment method within 7 to 10 business days of approval, once we have received and checked the returned item(s) or, for faulty items you keep, once we have confirmed the issue. Your bank may take a few extra days to show it. Refunds for online orders cannot be paid out in store.

Contact

Metiseko Vietnam Co., Ltd (Công ty TNHH Metiseko Việt Nam)
101 Nguyễn Duy Hiệu, Hội An Đông Ward, Đà Nẵng, Vietnam
info@metiseko.com · +84 235 3929 278