FAQs

1. JOIE DES ROSES currently offers shipping to all provinces and cities across Vietnam.
2. For further information or any assistance, please contact our Customer Service Team via Hotline: 0989 393 764 or email: info.joiedesroses@gmail.com

JOIE DES ROSES partners with GHN Express, Viettel Post, and J&T Express for delivery services. Available shipping options will be displayed during the checkout process.

We recommend that you submit a claim directly to the shipping carrier and contact our Customer Service Team via Hotline: 0989 393 764 for further assistance.

Please note that any delivery-related claims must be submitted within 5 business days from the date the package is confirmed as delivered.

After this period, we will no longer be able to support claims or process cases involving lost orders.

• For orders within Vietnam:
  

We offer shipping support of up to VND 50,000 per order.

• For international orders:

For further information or any assistance, please contact our Customer Service Team via Hotline: 0989 393 764 or email: info.joiedesroses@gmail.com

Depending on the destination country and delivery address, international orders may be subject to import duties, taxes, or customs fees.

These charges are determined and collected by the relevant authorities in the destination country and are the responsibility of the recipient.

JOIE DES ROSES is not responsible for any taxes, duties, or customs fees incurred on international orders.

Once your order has been shipped, you will receive a tracking number via your registered email address, which you can use to track the status of your order.

If you have any questions regarding the delivery process, you may contact the shipping carrier directly for assistance or reach out to our Customer Service Team via Hotline: 0989 393 764.

Once an order has been placed, we are unable to modify the order information or change the products included in the order.

For further information or any assistance, please contact our Customer Service Team via Hotline: 0989 393 764 or email: info.joiedesroses@gmail.com

For Online orders or orders placed through our Website, we currently do not support in-store pickup, as our Online and in-store order processing systems operate separately. Please track your order using the tracking number provided via your email once your order has been shipped to stay updated on the delivery status and estimated delivery time.

If your payment was unsuccessful, it may be due to one of the following reasons:

1. An interrupted internet connection during the payment process.
2. Your payment card was declined due to an unsupported payment method or incorrect payment information.

If you are unable to pay by card, please check the following:

• Whether your card is still valid.
• Whether your credit card has exceeded its credit limit, or whether your debit card has sufficient funds to complete the payment.
• Whether the card number, security code/password, and expiration date have been entered correctly.
• Whether you have selected the correct card type and supported payment method.

If you are still unable to complete the payment after checking the information above, please contact our Customer Service Team via Hotline: 0989 393 764 

If you receive a product that is defective or damaged during delivery, please contact our Customer Service Team immediately after receiving your order for assistance.

For defective products, you must notify us within 48 hours of receiving the order so that we can inspect the product and process your request in accordance with our policies.

If you wish to return or exchange an order, please contact our Customer Service Team for guidance on the process and confirmation of the applicable return conditions.

Please note that returns and exchanges cannot currently be processed directly through the Website.

Please ensure that the product meets our return and exchange conditions in order for the request to be accepted and processed.

Our retailers will not be able to accept the return of your item. To return an online order, please contact our Customer Service Team for further assistance.