At Gallery de Neyuh, your satisfaction is our priority. We strive to provide a seamless shopping experience, including a hassle-free exchange and return process should you need it.

I. ELIGIBILITY FOR EXCHANGE & RETURN

Please inspect your order upon reception. We accept exchange and return requests under the following circumstances:

• Damaged/Defective Product:
• Notify us within 48 hours of receiving the product, providing clear photos/videos of the damage or defect.
• The product must be unused, in its original condition with all accessories, tags, stuffing, user manual, and original packaging intact.
• Change of Mind:
• The product must be unused, in its original condition with all accessories, tags, stuffing, user manual, and original packaging intact.
• Exchange requests must be made within 7 days of receiving the product.
• The value of the exchanged product must be equal to or greater than the original product. In case the new product has a lower value, the difference will not be refunded.

Products Ineligible for Exchange & Return:

• Used products, or products damaged due to customer misuse.
• Products repaired or modified by a third party.
• Personalized or custom-made products.
• Requests made after the specified return period.

II. EXCHANGE & RETURN PROCEDURE

1. Contact: Please contact our Customer Service Department via cs@neyuhleather.com to inform us of your exchange or return request. Kindly provide your order information and reason for the request.
2. Confirmation: Our Customer Service team will review your request and guide you through the next steps.
3. Send the product:

• Directly: Bring the product to the Gallery de Neyuh at 168 Ly Tu Trong Street, Ben Thanh Ward, District 1, Ho Chi Minh City - Vietnam.
• By mail: Pack the product securely and send it to 168 Ly Tu Trong Street, Ben Thanh Ward, District 1, Ho Chi Minh City - Vietnam.

1. Product inspection: Our technicians will inspect the product to confirm its eligibility for exchange or return.
2. Exchange/Return:

• For exchanges, you can choose a different product of equal or greater value.
• For returns, we will process your refund.

III. SHIPPING

• For products exchanged or returned due to manufacturer defects or shipping errors: Gallery de Neyuh will cover the shipping costs.
• For change of mind: Customers are responsible for the return shipping costs. You can choose one of the following methods:
• Use Gallery de Neyuh's courier service (a 10% fee of the product value will be deducted from the refund, with a minimum charge of 55 USD).
• Arrange your own shipping with a courier of your choice at your own expense.

IV. REFUNDS

• Upon receiving the returned product and confirming its eligibility, we will process your refund within 7-10 business days.
• The refund will be credited to the original payment method used for the purchase. 

V. NOTES

• Products damaged due to manufacturer defects will be prioritized for replacement. If the same product is unavailable, we will assist you in choosing an alternative or provide a full refund.
• Please retain your shipping receipt until the exchange or return process is complete.

Gallery de Neyuh is dedicated to providing you with the best possible shopping experience. If you have any questions, please contact us via cs@neyuhleather.com or Hotline: +84 333 676 033.

We are pleased to offer worldwide shipping on our handcrafted leather goods.

1. SHIPPING DESTINATIONS

We ship to most countries around the world. If you have any questions regarding shipping to your location, please don't hesitate to contact our Customer Service team.

2. ORDER PROCESSING TIME

All orders are processed within 1-3 business days of receiving payment confirmation. Orders placed on weekends or holidays will be processed the following business day.

3. ESTIMATED DELIVERY TIME

Delivery times vary depending on the destination:

• Domestic (within Vietnam): 2-5 business days
• International:
• Asia, Australia & New Zealand: 5-10 business days
• Europe: 7-10 business days
• North America: 7-10 business days
• Other regions: 10-15 business days

Please note that these are estimated delivery times and may be subject to unforeseen delays due to customs clearance, international shipping logistics, or weather conditions.

4. SHIPPING FEES

Shipping fees are calculated based on the weight of your order and the destination.

• Free shipping for orders over $200 USD.
• Orders under $200 USD will be subject to a shipping fee calculated according to our international shipping rates.

The exact shipping cost will be displayed at checkout.

5. CUSTOMS DUTIES AND TAXES

Customers in the following countries will not be charged any additional import duties or taxes: US, EU, UK, Canada, Australia, New Zealand, Japan, Singapore, Hong Kong, Iceland, Norway, Switzerland, Qatar, Kuwait, Bahrain, UAE, and Saudi Arabia.

Customers in other countries may be responsible for import duties and taxes. Please check with your local customs office for more information. Gallery de Neyuh is not responsible for delays caused by customs processing in the destination country.

6. ORDER TRACKING

Once your order has been shipped, you will receive an email notification with a tracking number. You can use this tracking number to monitor the delivery status of your order on the carrier's website.

7. SHIPPING INSURANCE

For your peace of mind, all orders are insured against loss or damage during transit.

8. SHIPPING-RELATED RETURNS AND EXCHANGES

In the unlikely event that your order is damaged or lost during shipping, please contact us within 48 hours of receiving the package. We will assist you in filing a claim with the shipping carrier and, depending on the circumstances, may issue a replacement or refund.

- Personalized and custom-made items cannot be exchanged or returned.
- ⁠Damaged or defective items will be replaced. Please report any issues within 48 hours of delivery.
-⁠ ⁠Refunds are typically processed within 10 business days of receiving the returned item.