Payment
WSHAN does not offer Cash on Delivery (COD) for any orders.
We currently accept advance payment by bank transfer only.
Customers are required to pay 100% of the order value in advance to the bank account displayed after completing the order. This allows us to confirm and process the order as soon as possible.
To help us identify and process payments in the correct order, please use the following payment reference format:
<Customer name as shown on the order + Product name + Order number>
Example: Nguyen Van A + Product Name + 4156
Payments made without the correct reference may require additional time to verify and process.
Shipping
All orders will be carefully packed by WSHAN and dispatched from Hanoi as soon as the products are available and the payment has been confirmed.
Please allow a minimum of 1–2 working days for order processing, packing and dispatch. Processing times may vary depending on the number of orders received at the same time.
Our regular shipping provider is Viettel Post. Shipping fees are charged separately to the customer by the delivery service.
Viettel Post shipping rates can be referred to separately.
Estimated delivery time within Hanoi is approximately 1–2 days. For other provinces and cities in Vietnam, delivery normally takes approximately 2–5 days depending on the destination.
If the shipping provider changes, WSHAN will notify customers through available communication channels such as email, SMS or Zalo, where applicable.
Once a shipment has been created, the tracking information will be sent to the customer via the email address and/or mobile phone number provided when placing the order. Customers are encouraged to check their email and phone regularly for delivery updates.
If an order is returned to WSHAN because the delivery service is unable to contact the recipient after three delivery attempts, WSHAN will contact the customer. The customer will be required to pay the applicable return and re-delivery shipping fees before the order can be shipped again.
To avoid returned shipments, please pay attention to delivery notifications and calls from the courier.
Customers may request to inspect the parcel upon delivery if this arrangement is made in advance. An additional inspection fee may apply and will be charged together with the shipping fee. The usual reference fee is VND 16,500 per parcel.
Returns & Exchanges
Customers are requested to record a complete video of the package-opening process if they wish to request an exchange for products that arrive damaged or have manufacturing defects.
The video must clearly show the complete unboxing process and must not show signs of editing or alteration. Each product may only be exchanged once.
If the video clearly confirms that the product was already damaged or defective before or during unpacking due to a manufacturing, production or packing issue, WSHAN will arrange an exchange for a new product of the same type, subject to availability.
In this case, WSHAN will cover the shipping cost for returning the defective product to WSHAN as well as the cost of sending the replacement product to the customer.
If the same product is no longer available, WSHAN will contact the customer to arrange a refund for the product and any applicable shipping fee previously paid for the original delivery.
Products will not be accepted for return or exchange if there are signs that the damage or defect was caused after receipt through use, improper handling, storage or other actions by the customer.
For handmade, handcrafted or naturally sourced products, minor variations in color, texture, shape, dimensions, grain or finishing may occur between individual pieces. Such variations are part of the natural or handmade characteristics of the product and are not generally considered manufacturing defects, provided that they are consistent with the product description.
If WSHAN offers free shipping for a particular order as part of a promotion or special offer, WSHAN will pay the applicable shipping fee directly and the customer will only need to receive the order.
Pickup at WSHAN
Orders may also be collected directly from WSHAN where this option is available or has been agreed upon in advance.
WSHAN currently has spaces at: Ecopark, Van Giang, Hung Yen and Giang Vo Ward, Hanoi
Both locations are open by appointment only. There is no shipping fee for direct pickup.
Please arrange an appointment in advance and only visit after receiving confirmation of the pickup time from WSHAN.
When collecting an order, please provide your name, phone number, or order details for verification.