CUSTOMER SUPPORT

DELIVERY TIME

  • Hanoi and Northern provinces: delivery within 1–2 days.

  • Central provinces: delivery within 2–4 days.

  • Ho Chi Minh City and Southern provinces: delivery within 3–5 days.

PAYMENT POLICY

COMAY supports the following payment methods:

  • Direct payment: Pay at the store when purchasing the product.

  • Prepayment: Pay before placing an order.

  • Cash on Delivery (COD): Pay directly to the delivery service upon receipt of goods (applies to both cash and bank transfer).

RETAIL & WHOLESALE PRICING POLICY

  • Retail prices listed on the official COMAY website apply only to orders delivered within Vietnamese territory.

  • For international orders or bulk orders (wholesale), please contact us via email contact@comaycraft.com for detailed consultation and quotation.

EXCHANGE & RETURN POLICY

EXCHANGE POLICY:

Change policy applies to customers who purchase products online on sales platforms and the website https://comaycraft.com.vn.

  • For products purchased at partner stores, please contact the store directly for exchange support.
  • For products purchased on the website or online platforms, please send exchange requests via Fanpage, email contact@comaycraft.com or Hotline 0945 351 093.

Support time: 09:00 – 17:00, Monday to Saturday (excluding holidays and Tet).


EXCHANGE CONDITIONS:

  1. Products sold cannot be returned, except if a defect is found at the time of receipt.
  2. Exchange period
    • One (01) exchange is applicable for full-priced products within 07 days from the date on the invoice.
  3. Exchanged products must be:
    • Unused.
    • With original tags and labels.
    • With complete box, packaging, and product lining paper.
    • With all accompanying accessories.
    • Including bags, boxes, and gifts (if any).

Note: If the product does not meet all the above conditions, COMAY reserves the right to refuse the exchange request. Any shipping costs incurred will be borne by the customer. Please check the product carefully before submitting an exchange request.

WARRANTY POLICY

The warranty policy applies to customers who purchase products directly, on the website, or at COMAY's partner stores.

WARRANTY PERIOD:

Warranty period: 06 months from the date of purchase (according to the purchase invoice).

WARRANTY CONDITIONS:

  • The product is within the warranty period.
  • Has a valid purchase invoice with complete information, not torn or altered.

CASES NOT COVERED BY WARRANTY:

  • No valid purchase invoice.
  • Product is out of warranty period.
  • Product is scratched or damaged due to customer use.
  • Product used not according to COMAY's instructions.
  • Product has been self-repaired or tampered with by a non-COMAY entity.
  • Damage caused by insects or animals.
  • Damage caused by natural disasters, fire, earthquake, or other force majeure events.
  • Natural wear and tear during use.

WARRANTY SCOPE:

COMAY only warrants defects arising from the manufacturing process or material defects, including:

  • Material oxidation.
  • Mold due to material defects.
  • Unraveled weave.
  • Adhesive peeling.
  • Defective leather surface.
  • Peeling leather edge paint.
  • Unraveled stitching.
  • Damaged lock or accessories.

WARRANTY PROCESS:

Step 1

Customer:

  • Contact the online purchase platform; or
  • Bring the product and purchase invoice to the store where it was bought.

Step 2

COMAY will check the product's condition.

  • If covered by warranty, COMAY will decide to repair, replace, or exchange for a new product.
  • If not covered by warranty or if the warranty period has expired, COMAY will quote repair costs for customer confirmation before proceeding.

Step 3

COMAY inspects the product within 02 business days and notifies the customer of the product return time.

Note: If the product does not fully meet the warranty conditions, COMAY reserves the right to refuse warranty and return the product. Any shipping costs incurred will be borne by the customer.

PRODUCT CARE AND MAINTENANCE GUIDE:

COMAY bags are made from natural fibers such as water hyacinth, sedge, raffia... These materials are soft and quite delicate, so they need to be used and stored carefully.

Although the product has been treated for mildew resistance before leaving the factory, the humid tropical climate can still affect the product. Therefore, proper storage will help the bag stay durable and beautiful over time.

Do:

  • Store the bag in a dry, cool, and well-lit place.
  • During the rainy season or when humidity is high, use a dehumidifier.
  • If no dehumidifier is available, regularly dry the bag and store it in a plastic bag to prevent natural fibers from absorbing moisture and causing mold.
  • If the bag gets moldy, use a soft brush with water mixed with a little laundry detergent to gently scrub it.
  • Then rinse with clean water and dry outdoors or in sunlight.
  • If sun drying is not possible, leave the bag in front of a fan overnight to dry completely.

Do not:

  • Store the bag in a dark and damp place.
  • Keep the bag in a fabric bag for an extended period.
  • Soak natural fibers or leather in water for too long.
  • Rub vigorously on the fiber or leather surface as this may cause scratches and damage.

Note: The bag will maintain its best quality and appearance when kept dry and its natural fiber color is preserved.