Info & Policies
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Info & Policies

Shipping & Returns

Simple and realistic information about delivery, return conditions and how DOKY handles issues after an order is confirmed.

Hanoi-first delivery Delivery / pickup in Hanoi 48h issue window
Privacy Terms Shipping Contact
Hanoi-first delivery model Small-batch production
Delivery area Hanoi is the priority area. Other destinations are discussed case by case only.
Before dispatch Timing and fees are confirmed directly before the order is finalized.
After-sales support DOKY reviews delivery issues quickly when the customer sends clear information.

Delivery area

  • DOKY primarily organizes deliveries in Hanoi.
  • Delivery or pickup in Hanoi will be confirmed by message after the order is confirmed.
  • Delivery outside Hanoi may be discussed case by case and is not guaranteed until confirmed.

Delivery timing

  • Estimated timing depends on production queue, quantity, color selection and the confirmed delivery or pickup option.
  • Urgent requests should be discussed before order confirmation.
  • DOKY will communicate the expected timing directly during the order conversation.

Fees

  • Delivery fees are communicated before the order is finalized.
  • Promotional free-delivery thresholds or special conditions, if any, apply only when clearly stated by DOKY.

Returns and exchanges

  • Because DOKY products are made in small batches or prepared to order, returns are not accepted for simple change of mind once production or dispatch has started.
  • Items that are personalized, specially approved or produced for a specific request are non-returnable except in case of confirmed defect or order error.

Damaged, defective or incorrect items

  • If something is wrong, contact DOKY within 48 hours after receipt.
  • Send clear photos, a short explanation and the order details.
  • If the issue is confirmed, DOKY may propose a replacement, repair, exchange or another reasonable after-sales solution.

Failed delivery or non-response

  • If a customer is unavailable, provides incomplete information or does not respond in time, delivery may be delayed or cancelled.
  • Additional courier costs caused by wrong information or repeated delivery attempts may be charged to the customer.

Need help with a delivery?

For delivery tracking or a return request, contact DOKY directly as soon as possible.

Open contact page Open Zalo
Contact / production area:
Long Bien, Hanoi, Vietnam
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