Shipping Policy

1. Shipping Methods:

• Pick Up at Our Facility: Customers can pick up their orders at the following address:
  3/107 Thu Khoa Huan, Zone 1, Thuan Giao Ward, Ho Chi Minh City.
• Delivery service using local shipping carriers: LysLan partners with reliable delivery companies like Grab, Giao Hàng Nhanh, and Amoha to ensure high-quality shipping services. Shipping fees will be applied and communicated to customers before order confirmation.

2. Shipping Areas:

• LysLan's standard delivery area encompasses Ho Chi Minh City, Thủ Dầu Một, Dĩ An, Thuận An (Bình Dương), Biên Hòa, and Long An.
• Deliveries to locations beyond this area will be subject to supplementary charges.
• We are currently undertaking efforts to extend our delivery network.

3. Shipping Fees:

• Shipping Fee: Shipping fees will be calculated based on the delivery address and shipping method, ensuring full transparency before checkout. The fee structure comes as follows:

• Free Shipping: 
  • Orders of 1,000,000 VND or more will receive free shipping for TP. Thủ Dầu Một, Di An, Thuận An, and Bình Dương areas.
  • Free Shipping: Orders of 1,500,000 VND or more will receive free shipping for TP.HCM, Biên Hòa, and Long An areas.
  • Other areas will need to have orders of 2,000,000 VND or more to receive free shipping
• This is based on standard package, weighting up to 1,000 grams, all included (chocolates, box and ice gel).
• Pick Up at Factory: For orders over 1,000,000 VND picked up at our factory, LysLan will offer a 50,000 VND discount.
• International shipping is not currently offered as a standard service. However, we may consider international orders on a case-by-case basis. Please contact us directly to inquire about international shipping options and availability.
• We are unable to deliver to PO Boxes or forwarding addresses.

4. Delivery Time/Processing time:

Standard Shipping:  

• Orders Placed Before 5:00 PM (Monday to Saturday) will be processed the same day and delivered within 48 hours of processing.
• Orders placed after 5:00 PM will be processed on the next business day and delivered within 48 hours of processing.
• Delivery time for areas outside Ho Chi Minh City and Binh Duong: For areas outside Ho Chi Minh City, Bình Dương, and Biên Hòa, the delivery may take up to 2 to 3 business days, depending on distance and the shipping service used.

Express Shipping:

• Orders placed before 12:00 PM (Monday to Friday): Processed and shipped the same day.
• Orders placed after 12:00 PM: Processed and shipped on the next business day.
• Delivery (within Ho Chi Minh City, Binh Duong, and Bien Hoa): Within 24 hours of shipping.
• Delivery time for areas outside Ho Chi Minh City and Binh Duong: 1-2 business days.

Cost for express shipping:

• Orders under 1,000,000 VND: 70,000 VND
• Orders between 1,000,000 VND - 2,000,000 VND: 100,000 VND
• Orders over 2,000,000 VND: 130,000 VND

Overnight/Next-Day Shipping:

• Orders placed before 12:00 PM (Monday to Friday): Processed and shipped the same day.
• Orders placed after 12:00 PM: Processed and shipped on the next business day.
• Delivery (within Ho Chi Minh City, Binh Duong, and Bien Hoa): Guaranteed delivery by the end of the next business day.
• Delivery Time for Areas Outside Ho Chi Minh City and Binh Duong: 1 business day.

Cost for overnight shipping:

• Orders under 1,000,000 VND: 150,000 VND
• Orders ranging between 1,000,000 VND - 2,000,000 VND: 200,000 VND
• Orders over 2,000,000 VND: 250,000 VND

5.  Delivery delays: 

• We strive to deliver on time; however, delivery times are simply estimates and may be affected by external factors like weather or carrier delays. In such cases, we will notify customers and do our best to resolve any issues promptly.

6. Order tracking:

• Before shipping, the delivery service will contact customers to confirm the delivery time.
• Customers can track the status of their order status through the hotline: 0975 066 406.

7. Failed Deliveries:

Missed Deliveries:

• If customers cannot receive their order on the first delivery attempt, we will make further attempts to deliver at other times. The carrier will typically attempt to deliver the package up to three times. After each failed attempt, a delivery notice will be left at your door, or you will receive an email/SMS notification with instructions on how to reschedule delivery.
• After three unsuccessful delivery attempts, the order will be cancelled, the package will be returned to us and the customer will receive a refund within 5-7 business days, excluding shipping fees.

Specific delivery options:

• Signature Required (Additional 50,000 VND): For added security, you can choose to require a signature upon delivery. This ensures that the package is received by you or an authorized recipient.
• Delivery to a Neighbour (upon request): If you are not available to receive your delivery, you can request delivery to a neighbour. Please provide their name and address in the order notes. Please note that once the package is delivered to the designated neighbour, we are no longer responsible for its condition or whereabouts.

8. Return and exchange policy:

8.1. Conditions for return and exchange:

Customers may request a return or exchange in case of a:

• Product Defect: The product has a manufacturing defect, does not correspond to the description provided on our website or marketing materials, or does not meet our quality control standards.
• Shipping Damage: The product was damaged during transit and arrived in a damaged condition.
• Expired Product: The product has expired as indicated on the packaging at the time of receipt.
• Order Discrepancy: The delivered product does not match the order confirmation in terms of product type, size, or quantity.

8.2. Return and Exchange Eligibility:

Customers wishing to return or exchange a product must ensure the following:

• The product is returned in its original, unused condition, with all original labels and packaging.
• The returned product is accompanied by a purchase invoice or other valid proof of transaction.
• The return or exchange request is made within 24 hours of receiving the product.

8.3. Return & exchange process:

• Contact: To initiate a return or exchange, contact us via hotline (0975 066 406) or email (sales@lyslan-chocolatier.vn), providing your order number, photos of the product issue (if applicable), and a description of the problem.
• Verification: We will review your request and respond within 1-2 business days.
• Return/Exchange:
  • For defective or damaged products: We will arrange for product pickup from your address.
  • For exchanges: We will ship a replacement product upon receipt of the original item.

8.4. Return and exchange costs:

• For returns or exchanges due to manufacturing defects or shipping damage, we will cover the cost of:
  • Shipping the product back to us.
  • Shipping a replacement product to you (if applicable).
• For all other returns or exchanges, you will be responsible for:
  • The original shipping cost (if any).
  • The cost of shipping the product back to us.
  • The cost of shipping a replacement product to you (if applicable).

We hope this shipping policy helps customers understand the terms and conditions clearly.

Customers can contact us via our hotline or support email for further information, 

LysLan is committed to delivering high-quality chocolates and excellent service to our customers.