CUSTOMER SERVICE

COMPOSITION AND CARE

For each product, you can find information for optimal care of your garments both on the website as well as on the labels of our garments.
We have also created a guide to help you take care of your garments and extend their life:

For Jeans/Dyed clothes
Avoid overwashing to prolong the life of your clothing. Product is recommended to be dry cleaned. For hand-wash, please note the following:
– Avoid washing with strong detergents
– Never use bleach full strength to treat surface. Bleach should always be diluted with water before it contacts fabric.
– Please do not soak the product
– Turn inside out when washing. Recommended to use with laundry bag.
– Hang them to dry, inside-out.
– The washing process should be quick and impact-free. Avoid rubbing, rubbing, twisting, or wringing the product.
– Washing in cold water.
– Dark and light colored clothes should be washed separately in cold water.
– The product may have slight discoloration during the first wash. You can mix a little table salt (non-iodized) into the water to keep the product color more durable.
– Do not expose to direct sunlight

POLICY

  • SHIPPING & PAYMENT

    • SHIPPING METHODS AND TIMES

      – Domestic order delivery in 2-5 days
      Worldwide order delivery in 3-14 days depends on region/country. Some countries are not eligible for shipping. Please contact our customer service team for more details

      – Please note that deliveries are only made on working days.

    • SHIPPING FEE AND TAXES

      – Delivery cost depends on the weight of the parcel and regions

      – Delivery costs are borne by the customer and are automatically billed according to the delivery area in the final payment interface.

      – For shipments within Vietnam, there are no shipping taxes. However, for orders shipped outside of Vietnam, any customs duties incurred will be the responsibility of the customer and must be paid according to the local customs regulations of the destination country

    • SHIPPING NOTICE

      – Please make sure to enter the correct name, address, and contact details (such as phone number) when placing your order to ensure successful delivery.

      – If you realize that the address provided is incorrect, contact us immediately at contact@latuiatelier.com. We will work with our logistics team to resolve the issue.

      – Please note that orders can only be shipped to the country where the order was originally placed.

      Once an order has been dispatched, we cannot guarantee address changes. Any requests to update the shipping address after shipment are at your own risk, and you will be responsible for any additional costs or complications that may arise.

    • PAYMENT METHOD

      – We accept the following payment methods:

      PAYPAL
      LOCAL DEBIT CARD
      VISA
      MASTERCARD

  • EXCHANGES, RETURNS AND REFUNDS

    – We do not accept returns except for product defects.

    – Please ensure that your item remains in its original condition — unworn, unused, with all tags attached, and packed in its original packaging. A receipt or proof of purchase is also required.

    – You have to make the exchange in the same market/region where you made the purchase.

    – To initiate the return process, reach out to us at contact@latuiatelier.com.

    Please note: Returns that are sent back without prior authorization will not be accepted.

    • 1. Exchange conditions

      Customers must inspect the condition of the goods and can request an exchange at the time of delivery or receipt in the following cases:
      – The product does not match the type of the order placed or shown on the website at the time of ordering.
      – The product is torn, damaged, has material errors, or seam errors that are the manufacturer’s responsibility.
      – The product must be in their original condition and include all labels.
      – The product has not been used, washed, or damaged.

    • 2. Regulations for Notification and Exchange of Products 

      – You must notify us of a return immediately after receiving the product.

      – The product must be returned within 1-5 days of receipt for domestic customers. 3-14 days of receipt for international customers.

      – Products can only be exchanged for a different size or color within the same product code, and this can only be done once.

      – If the exchanged product has a lower or equal value, we will not refund the difference.

      – If the exchanged product has a higher value, you must pay the difference.

      – If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

      – Returns are not accepted for personal reasons. If you want a refund, we will only refund 70% of the product value after deducting the incurred expenses.

      – Once your return has been received and reviewed, we’ll inform you of the outcome and whether your refund has been approved. If it is, the amount will be automatically returned to your original form of payment.

      Please note that it may take additional time for your bank or credit card provider to complete the refund processing and reflect it in your account.

      – Returns and exchanges are not applicable for promotional products (items on sale).

      – We will charge a fee for exchanging to a larger size outside of the size chart. If you have any comments or complaints about product quality, please contact our customer service.

  • ORDERS

    • ORDER STATUS

      – Once you place an order, an order confirmation email will be sent to you to verify your purchase. After your order has been dispatched, you will receive a separate email containing the shipment tracking information, allowing you to monitor the delivery status.

      – Please note that tracking details may take up to one (1) business day to be updated online after the shipment has been processed.

    • CHANGE OR CANCEL AN ONLINE ORDER

      – Please remember that once an order is completed, it cannot be modified in any way.
      – If you notice a mistake in the shipping details or if you would like to cancel your order, please contact us as soon as possible.