FAQ & Feedback

FAQ & Feedback

Q: Why hasn't my offer applied to my order?
A: As Sale items are already discounted we're not able to offer any further discounts.

Q: I really need my order in a few days - can I upgrade my delivery to first class or registered?
A: Yes, of course, you can. We do offer express shipping through FedEx with extra $18 for 4-5 days, or UPS express shipping with extra $22 for 1-2 days. You can select your choice of shipping when checking out.

Q: I had a number of items in my basket, but when I went to check out, I was told some had sold out. Why did you sell the things in my basket?
A: When an item is placed in your basket, it is not reserved. The item is only reserved once your order has been placed and confirmed. Unfortunately, during the time you were ordering other customers must have ordered the same items and confirmed their order before yours.

Q: I really wanted an item but the website says its sold out. Is there any chance you have one floating around?
A: If an item is showing as sold out on the website, unfortunately, it's no longer available. However, you can do a back order and when it arrives we will notify you by sending you an email.

Q: How will my order be packaged?
A: Your order will be delivered to you in a protective wrapping box with iconic Letterink's product. You also have the option of adding a personalized gift message at checkout.

Q: How long do I have to return my Sale items?
A: For Sale items, you are entitled to cancel your order for a full refund* at any stage up to and including 7 working days after you have received your order. Please ensure that the goods are returned in perfect saleable condition, in their original packaging, with the invoice as proof of your purchase. After this time, goods brought in the sale will not be refunded simply because you change your mind or do not like them. However, you may return them for an exchange or a credit voucher.

Q: How do I return or exchange an item?
A: If for any reason you are not entirely satisfied with your online purchase and wish to return it for a full refund*, please ensure that the goods are returned in perfect saleable condition, in their original packaging, with invoice as proof of purchase within 14 days of receipt to:

Returns at Letterink Co Online,
535 Dien Bien Phu street, District 3, Ward 3
Ho Chi Minh, 70000
Vietnam

We will issue a full refund to the card used when placing an order, including any delivery charges. Please allow up to 10 working days for a full refund from the date we receive the goods. Please note: the cost of returning the goods and the safe return of goods is your responsibility until the order is received at our returns depot. We, therefore, suggest you return items using a recorded delivery service and retain a proof of delivery for your records.

Q: Does your site have a secure connection? How am I able to tell if it is a safe connection?
A: Our site uses SSL encryption to secure the communication of all sensitive information passing between your browser and our servers. To confirm that it is a secure connection, you should see the https://www.letterink.co/... in the URL. The "https" indicates that it's using SSL. Furthermore, you should see a yellow lock at the bottom right corner of your browser.

Q: If I save my payment information in your system will it be safe?
A: Yes! Our awesome security staff go to great lengths to ensure the safety of your customer's payment information. Not only are we PCI compliant and encrypt connections using SSL technology, we also encrypt payment information travelling within our company as well. All payment information is encrypted while in storage within a network that is firewalled off from the rest of the company and the internet.

*Please note: items excluded from this policy are custom made or special orders; any clothing that has been altered; cut lengths of fabric; scratches, damages, distorted colours. These items are non-refundable and cannot be exchanged. This does not affect your statutory rights.

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