Return policy

  • Return period: 15 days for full price items and 5 days for discounted items (under 50%).

  • Free 2-way return fee (applicable to product size change needs).

  • The process of collecting old products and exchanging new products will take place simultaneously. Joint product inspection between the Customer and the Shipping Unit is a mandatory requirement when receiving the exchanged product to ensure the rights and responsibilities of the parties involved.


RETURN POLICY
GENERAL RULES

  • Each product in the corresponding order can only be returned or exchanged once within the specified time (products that have been exchanged cannot be returned or exchanged again, except for manufacturer errors).

  • Returns are only applicable for orders purchased on the FitFlop Vietnam website ( fitflop.vn )

  • Returns are only applicable at website fitflop.vn, NOT at stores.

  • Returns will be subject to the Product Return Policy clearly stated on the FitFlop Vietnam website, and will be based on the price at the time of purchase or a product of equivalent value.

  • FitFlop Vietnam reserves the right to assess the condition of the returned/exchanged/defective product before making any repairs or product exchanges.

  • FitFlop Vietnam reserves the right to amend the website's policies and conditions for promotional items and special programs at any time.

PRODUCT RETURNS POLICY REFORMS

  1. Product exchange and return time:

  • Full price products: only return within 15 days

  • Promotional products (under 50%): only applicable for exchange with the same product code within 5 days .

>> The valid return period is calculated from the date the Customer receives the product (based on the postmark) until the Customer sends a return request to FitFlop's information receiving channels such as: FitFlop Vietnam mailbox / Facebook / Hotline.

  1. Terms and conditions for product exchange and return: Products sent for exchange or return will not be accepted by FitFlop Vietnam if they do not meet one of the following conditions:

  • Product has never been used.

  • Products must have intact labels and tags.

  • Customers have their order information verified on the website https://www.fitflop.com.vn.

  • The goods are not defective due to the storage and transportation process of the user.

  • Gift products and accessories cannot be exchanged/returned.

  1. Product Exchange / Return Process:

When there is a need to exchange/return, Customers need to contact Customer Service via Hotline, Fanpage, or send a return request to the mailbox fitflopvietnam.mkp@gmail.com to receive appropriate handling feedback.

3.1 In case of product exchange:

Once the product exchange request is confirmed as valid, FitFlop Vietnam will simultaneously collect the old product and deliver the new product to you via the shipping unit. For product exchange orders, the process of jointly checking the recalled product between you and the shipping unit is one of the mandatory conditions when you receive the exchanged product.

Nhat Tin Shipping Unit will have the right to inspect the product and refuse to support if the product you return does not meet ONE OF THE FOLLOWING conditions:

  • Order code matches order information on FitFlop Vietnam website fitflop.vn.

  • Products must have intact labels and tags attached to the product (except in the case of warranty products which no longer have labels).

  • The barcode of the returned product must match the information of the previously purchased product.

  • The product must not have a strange smell or a used smell.

  • Reuse FitFlop carton or other carton for protective packaging and return the product to the carrier.

In case the product you want to exchange is out of sizes, FitFlop will support you to exchange for another product. If the product you want to exchange is of higher value than the old product, please pay the difference of the exchanged product. And vice versa, you will not be refunded the excess amount if the exchanged product has a lower value than the purchased product.

3.2 Product Return Case:

All return requests must be approved by FitFlop Vietnam prior to being processed, to ensure the request is processed appropriately.

FitFlop Vietnam will collect the goods to be returned to the warehouse first, then the Warehouse department will check the status of your returned products. If the product meets the requirements as stipulated in Article 2, FitFlop will refund the order value in 1 of 2 forms: refund e-voucher for discounted products or refund for full-priced products (see details in Article 4. Time and form of refund).

Eligible product returns include:

  • You buy the product at full price.

  • The product is out of sizes and you have not found another satisfactory product: the product will be accepted for return to the warehouse, and FitFlop Vietnam will refund the e-voucher with the same value as the product so that you can use it in the future. (E-voucher is only applicable on the website fitflop.com.vn, NOT applicable at the store system).

3.3 Product Exchange / Return Cost:

You are exempted from the return fee if the product return is due to a manufacturer defect or when you request to change the product size . For other cases, you are responsible for all return fees. The Customer Service Department will send an email notifying you of the shipping costs that you will pay. This fee has been partially supported by FitFlop compared to the shipping unit's fee schedule. The exchange / return will only be carried out when you confirm your agreement with this cost.

*** Note: Customers are required to use the shipping unit designated by FitFlop Vietnam for cases of exchanging/returning goods, do not arbitrarily use other shipping units to avoid errors affecting FitFlop Vietnam's order control process.

  1. Time and form of payment:

4.1 Refund of purchase code (E-Voucher):

  • Conditions: Applicable to discounted products and orders using gift vouchers / discount codes.

  • How to refund the purchase code (E-Voucher): After confirming that your returned product is eligible for refund, FitFlop Vietnam will send you 01 e-voucher code with a value equivalent to the value you purchased to continue shopping on the website fitflop.vn via your personal email, along with the terms of use and validity of the e-voucher. The e-voucher refund time is from 1-2 working days.

*** Note :

  • E-voucher is only applicable on website, NOT applicable in store.

  • In case you want to exchange the product according to your needs and personal preferences and have not found a suitable product at that time, FitFlop Vietnam will deduct the product recall cost of 20,000 VND from the value of the e-voucher refunded to you.

4.2 Refunds:

  • Conditions: Applicable to orders paid at the original price of the product (original price is the price without any form of discount from FitFlop Vietnam).

  • Refund via online payment gateway: If you have paid via online payment gateway, FitFlop Vietnam will refund via online payment gateway to the original account you used for payment (bank account / e-wallet). Refund time is from 7-10 working days.

  • Refund via personal account number: If you pay in cash via COD by the shipping unit, FitFlop Vietnam will refund you via the bank account you provide. Refund time is from 10-14 working days depending on the processing time of the bank you use.

 

Support channels:

Please contact customer service for instructions in one of the following ways:

  • Call center: 1900 63 64 01 (from 09:00 to 18:00 all days of the week).

  • Email: cskh.fitflop@vn.centralretail.com