SHOPPING GUIDE

I. GENERAL PROVISIONS

1. Scope of Application

This Exchange Policy applies to all customers shopping through the following channels:

2. Applicable Payment Methods

This Exchange Policy applies to purchases made using the following payment methods:

  • Cash payments at our store
  • E-wallets, including ZaloPay, VNPay, MoMo, and others
  • Domestic ATM cards (debit cards)
  • Visa, Mastercard, and JCB cards (credit cards)

3. Exchange Period

Items may be exchanged within 15 days from the date of purchase at our store or the date the customer receives the product for online orders.

The exchange period is determined based on the invoice date for in-store purchases or the delivery confirmation recorded by the shipping carrier for online orders.

4. Items Not Eligible for Exchange

The following items are not eligible for exchange:

  • Promotional items, outlet items, and gifts
  • Accessories, including scarves, jewelry, sunglasses, and handbags
  • Perfumes, soaps, and room fragrances

II. EXCHANGE POLICY DETAILS

1. One Exchange per Product

Each product may be exchanged only once.

Eligible manufacturer defects include material defects, manufacturing defects, design defects, products that do not match their descriptions, and products that do not meet the stated product standards.

2. Value of Exchange Items

The replacement item must have a value equal to or higher than the amount paid for the original order.

If the replacement item is of lower value, the price difference will not be refunded.

If the replacement item is of higher value, the customer must pay the difference.

3. Applicable Exchange Cases and Shipping Fees

For issues caused by the brand: If an exchange is required due to manufacturing defects, design defects, color discrepancies, or products that do not match their descriptions, Mr Crazy & Lady Sexy will cover the shipping costs for delivery to the customer.

For exchanges requested by the customer: If the exchange is made at the customer's request for reasons unrelated to a brand defect, the customer will be responsible for the shipping costs of returning the item to Mr Crazy & Lady Sexy and shipping the replacement item back to the customer.

Note: Complaints regarding defects attributable to Mr Crazy & Lady Sexy must be submitted within 15 days of receiving the product.

III. EXCHANGE REQUEST AND PROCESSING PROCEDURES

All exchange requests and related procedures are handled primarily through email communication between Mr Crazy & Lady Sexy and the customer.

1. Product Condition Requirements

To be eligible for exchange, products must meet the following conditions:

  • Products must be unused, unaltered, unwashed, and un-ironed, and must be free from unusual odors.
  • Products must retain their original tags, boxes, and accompanying packaging, where applicable.
  • Products must not have been damaged due to improper storage or handling by the customer.
  • Customers must provide valid proof of purchase from Mr Crazy & Lady Sexy.
  • For gifted items, the recipient must provide the phone number used by the original purchaser. The phone number must match the purchase record, and the product code and size must correspond with the original invoice for verification and exchange processing.

2. Return Address for Exchanges

Items requested for exchange must be sent to the following address:

22B Phung Khac Khoan Street, Da Kao Ward, District 1, Ho Chi Minh City, Vietnam.

For prompt assistance and detailed instructions regarding exchanges, please contact our customer service hotline at 098 382 2488. Our Customer Service team will be happy to assist you.

When shipping items through a delivery service, please note the following:

  • Mr Crazy & Lady Sexy is not responsible for verifying or guaranteeing the condition and completeness of items inside the package once the package has been handed over to the shipping carrier.
  • Customers must package items carefully to prevent damage, dents to product boxes, loss, or misplacement during transit.
  • Customers are advised to photograph the products and the package before shipping the items back to Mr Crazy & Lady Sexy for exchange or return. Keeping these photos may help resolve any issues that arise during the shipping process.

3. Exchange Procedure

Step 1: Contact our hotline at 098 382 2488 or email sales@mrcrazy-ladysexy.com to submit your exchange request.

Step 2: Our Customer Service team will receive your request and provide instructions and assistance via email.

Step 3: Ship the product to be exchanged to the following address:

22B Phung Khac Khoan Street, Da Kao Ward, District 1, Ho Chi Minh City, Vietnam.

Step 4: Our team will inspect the condition of the product based on the eligibility requirements outlined in Section III.1.

Step 5: Our Customer Service team will process the exchange request.

  • If the exchange is approved: Our Customer Service team will contact you and guide you through placing a new order for the replacement item.
  • If the exchange or return is not approved: Our Customer Service team will notify you of the product's condition and arrange for the item to be returned to you.

4. Refund Methods

Method 1: Online payments via ZaloPay/VNPay QR codes, domestic ATM cards, Visa, Mastercard, or JCB

Refunds will be processed within 7–10 business days from the date our Customer Service team confirms that the refund request has been successfully completed in the system.

Method 2: Payments via MoMo or ShopeePay

Mr Crazy & Lady Sexy will refund the amount to the customer's original MoMo or ShopeePay account within 3–4 business days from the date our Customer Service team confirms that the refund request has been successfully completed in the system.