Return Policy

Thank you for supporting our Vietnamese craftsmanship! Because our products are handcrafted and shipped internationally, we focus on a policy that saves time and costs for our customers.

Please review our guidelines below:

1. UK Customers Right to Cancel (Cooling-Off Period)

If you are a customer located in the United Kingdom or the European Union and you purchase a non-custom, non-personalized item, you have the legal right to cancel your order within 14 days of receiving the goods, in accordance with Consumer Contracts Regulations.

Conditions:

  • You must notify us in writing within 14 days of delivery.
  • The item must be unused, undamaged, and in its original packaging.
  • International return shipping costs are the responsibility of the customer.
  • Original shipping fees are non-refundable.

Once the returned item is received and inspected, we will issue a refund for the product price.

2. Non-Returnable Items

The following items are non-refundable and non-returnable, except in cases of defect or damage:

  • Personalized or made-to-order items
  • Custom size, color, or design requests
  • Items clearly marked as “Final Sale”

These exclusions are permitted under UK and EU consumer law.

3. US Return Policy

For customers outside the UK and EU, all sales are final.

We do not accept returns or exchanges for:

  • Change of mind
  • Sale items or discounted purchases
  • Personal preference (including minor variations in color, size, or material due to the handmade nature of our products)

Please shop carefully before placing your order.

4. No Exchanges

Since we do not accept returns, we do not offer an exchange service. If you need a different item, a new order must be placed.

5. Damaged or Defective Items (Our Guarantee)

Items can occasionally be damaged during the long journey from Vietnam. If your order arrives broken, defective, or incorrect, you do not need to ship the item back to us. To save you time and money, we offer a simplified resolution:

  • Replacement: We will send you a brand-new replacement item at no extra cost.
  • Refund: In certain cases, we can issue a full or partial refund if a replacement is not available.

How to claim:

  1. Contact us at support@macyvintage.com within 7 days of delivery.
  2. Provide your order number and clear photos/videos of the damaged item and its packaging.
  3. Once verified, we will process your replacement or refund immediately.

6. Shipping Errors

If your package is lost in transit (confirmed by tracking), we will ship a replacement at our expense. However, we are not responsible for failed deliveries due to incorrect addresses provided by the customer.

Contact Us

For any questions regarding our policy or to report a damaged item, please reach out to our support team:

  • 📧 Email: support@macyvintage.com
  • 🕒 Support Hours: 8:00 AM - 5:30 PM (EST), Mon - Fri