CUSTOMER SUPORT

SHIPPING TIME

  • Delivery to Hanoi and northern regions: within 1-2 days.

  • Delivery to central Vietnam: within 2-4 days.

  • Delivery to Ho Chi Minh City and southern regions: within 3-5 days.

PAYMENT POLICY

  • Direct payment: Pay upon receipt at the point of sale.

  • Prepayment: Pay before placing the order.

  • Cash on Delivery (COD): Pay directly to the delivery personnel upon receipt.
    (Applies to both cash and bank transfer)

RETAIL AND WHOLESALE PRICING POLICY

  • The retail prices listed on COMAY's official website apply only to domestic orders within Vietnam.

  • For international orders or bulk purchases, please contact COMAY via email: contact@comaycraft.com for more details.

RETURN AND EXCHANGE POLICY

EXCHANGE POLICY

The exchange policy applies to customers who make online purchases and payments on various platforms and on the website https://comaycraft.com.vn
- For goods purchased at partner retail stores, please contact the original store to resolve exchange requests.
- For goods purchased on online platforms and the website, please send exchange requests to the fanpages and email contact@comaycraft.com or contact Hotline 0945351093 (Operating hours: 09:00 - 17:00, Monday - Saturday, excluding holidays and Tet).
EXCHANGE CONDITIONS:
1. Products sold cannot be returned unless a defect is discovered at the time of purchase.
2. Exchange timeframe
For orders purchased on online platforms, the website, or partner retail stores: One-time exchange applies for full-price products within 07 days from the date printed on the invoice.
3. All exchanged products must be new and unused. Items must retain original labels, boxes/packaging, accompanying accessories as initially provided (including product lining paper), along with bags, boxes, and any included gifts (if applicable).
Note: If the product does not meet the exact conditions of this Exchange Policy, the exchange request will be denied and returned to the customer at the customer's expense. For convenience, please check the product's condition before submitting an exchange request.

WARRANTY POLICY


The exchange policy applies to customers who shop and pay directly online, at partner retail store systems, or on the website https://comaycraft.com.vn

WARRANTY PERIOD:
The warranty period is 06 months, calculated from the purchase date (based on the purchase invoice).

WARRANTY CONDITIONS:
- The product is still within the warranty period.
- Valid purchase invoice with complete information, not torn or patched.

CASES WHERE WARRANTY IS DENIED:
- Product without a valid purchase invoice.
- Product past the warranty period.
- Product scratched, damaged due to customer actions during use
- Product used incorrectly according to COMAY's usage instructions, causing damage.
- Product altered or repaired by non-COMAY personnel.
- Damage caused by insects or animals.
- Damage from force majeure events such as natural disasters, fires, earthquakes...
- Natural wear and tear during use.

WARRANTY SCOPE:
- COMAY only warrants products damaged due to manufacturing defects or material faults.
- Products are warranted for issues such as material oxidation, mold, loose weaving joints, glue joints, defective leather surfaces, peeling edge paint on leather, loose stitching, broken accessory clasps.

WARRANTY PROCESS:
• Step 1: Customers send notifications to online purchase platforms or bring the product and valid purchase invoice, or go to warranty at the retail stores where the product was purchased directly.
• Step 2: COMAY inspects the product's condition and determines cases within the warranty scope according to company policy
- For products within the warranty scope, COMAY will decide on repair, replacement, or exchange for a new product.
- For products not within the warranty scope or past the warranty period, if the customer needs repairs, COMAY will charge a repair fee and obtain customer approval before proceeding.
• Step 3: COMAY inspects the product within 02 (two) working days and notifies the customer of the return timeframe.

Note: If the product does not meet the exact conditions of the Warranty Policy, the warranty request will be denied and returned to the customer at the customer's expense. For convenience, please check the product's condition before submitting a warranty request.

CUSTOMER GUIDE FOR PRODUCT CARE & MAINTENANCE:

COMAY bags are made from natural fiber materials such as water hyacinth, sedge grass, raffia, so they are quite delicate and soft, requiring gentle handling and care during use.
The products have been thoroughly treated for mold, but due to the tropical climate with high humidity, bags still need careful care and maintenance to remain durable and beautiful over time.

Should:
Keep the bag in a dry, airy place with light. In cases of prolonged rain or high room humidity, use a dehumidifier; if no dehumidifier is available, pay attention to and care for the bag by drying it and storing it in a plastic bag to prevent fibers from absorbing moisture and retaining water, which can lead to mold.
In case of mold issues on the bag, use a soft brush with water combined with laundry detergent to gently and quickly scrub. Then, clean the bag with clean water and dry it outdoors or under sunlight. If unable to heat-dry the bag, air-dry it in front of a fan overnight.
Should Not:
Store the bag in dark, damp spaces.
Store the bag in fabric bags.
Soak fibers and leather in water for too long.
Rub fibers and leather with strong force, which may cause scratches or scrapes.
The bag is in its best condition when dry and with a bright, natural fiber color.