Refund policy

No Returns Policy

At Hoi An Lanterns Online, we do not accept returns. All sales are final. Each of our lanterns is individually hand-made fresh to order, ensuring that every piece is hand crafted with care and precision to meet your expectations.

This made-to-order process allows us to maintain the highest quality and unique craftsmanship for each lantern. We appreciate your understanding of our commitment to producing exceptional products.

Damages and Issues

We have a very strict quality-control process that ensures all lanterns are undamaged and in proper working order before they are dispatched. While every care is taken by us when packaging and shipping your lanterns, we understand that items could get damaged in transit.

For international shipments, we offer optional additional shipping insurance at a flat rate of 10 USD per shipment during the checkout process. If the insured option is not selected, we cannot take responsibility for damage occurring during transit. However, if you opted for the insured option and your shipment arrives damaged, please contact us immediately with photos of the damage. Insurance covers the cost of replacement and shipment of items damaged in transit, and we will work with the shipper to begin the claims process on your behalf.

For shipments within Vietnam, if your items arrive damaged, please contact us immediately.

Please carefully inspect your order upon reception and reach out to us at hello@hoianlanterns.online if you have any concerns. All damage claims must be reported within 48 hours of receiving the lanterns.

Exchanges

All lanterns are individually made to order, so we do not provide the option to exchange a lantern for another one after it has been created for you.

You may only swap lantern shapes (not size) and fabric patterns before we purchase and begin cutting the fabric for making your lanterns (1-3 days after placing your order). You can swap to any shape except the UFO shape, and plain fabric lanterns cannot be swapped for printed fabric lanterns; they can only be changed to another plain color.

If you change your mind about a shape or print, please contact us as soon as possible. Once the fabric is cut, the shape and print are locked in and cannot be modified.

European Union 14-Day Cooling-Off Period

If merchandise is being shipped into the European Union, you have the right to cancel your order within 14 days, for any reason and without a justification, as per EU consumer laws. However, as stated above, we do not accept returns once the item has been delivered. If we have already shipped the lanterns, they must be sent back to us in the original packaging at the buyer's expense, and the refund will only be processed after the lanterns have arrived back at our offices. Additionally, we will deduct the shipping cost paid to our shipper at the time of shipment from the refund. This policy allows us to recover the logistical costs involved in hand-crafting and delivering made-to-order items. If you choose to cancel your order within this period, please contact us at hello@hoianlanterns.online immediately.

Contact Us

For any questions, concerns, or assistance, you can always reach out to us at: Email: hello@hoianlanterns.online

 

Policy last updated 10 January 2025