Shipping, Receiving & Returns Policy

1. Coverage

Applies nationwide, to every province and city in Vietnam.

2. Delivery time

- Once an order is processed, it's handed to 19.Stationery's standard shipping partners within 24 hours, or per the carrier's own schedule. For customers in provinces further from Ho Chi Minh City, expected delivery is 3–5 days after the order is processed. Actual timing can vary with shipment conditions, weather, and similar factors.

- Delivery time is counted from when the order is finalized with our support staff to when it's received.

- If delivery is delayed, or an item hasn't shipped within 10 days, you may cancel the order at no cost.

- For areas outside Ho Chi Minh City, express delivery is available through our express shipping partners — contact the 19.Stationery team via Facebook or Zalo for support.

3. Delivery method

- For customers in other provinces: delivered via our shipping service.

- For customers within/around Ho Chi Minh City: delivered via our shipping service.

4. Responsibilities of the merchant and logistics provider for shipping documentation

- The shipping carrier is responsible for providing shipping documentation throughout the delivery process.

- 19.Stationery is responsible for providing complete and accurate documentation related to the goods to the logistics provider and the recipient.

- Every order is packed and sealed by 19.Stationery before shipping.

- The shipping carrier is only responsible for the goods "as sealed" — carrying a delivery note with recipient information (name, phone number, address, item name).

- The shipping carrier has the right and responsibility to provide invoices to state authorities upon request.

- Every package is labeled with the recipient's name, phone number, and address.

- To help protect your order, 19.Stationery includes a valid sales receipt/retail invoice in the package where applicable, and issues an e-invoice to your provided email after you confirm the order.

- The financial invoice or sales receipt serves as supporting documentation for complaint handling — e.g. determining the market value of goods, verifying lawful circulation of goods, etc.

5. Inspection policy

See the full Inspection Policy.

6. Exchange terms

Policy: One exchange per order. Full-price items can be exchanged for another in-stock item of equal or greater value (pay the difference if greater). Discounted items may be exchanged for a different color/size, or per that promotion's own rules.

Eligibility: Exchange requests must be made within 3 days of receiving the item. The item must be unused, with tags and packaging intact.

How to exchange:

Step 1: Message our support team on Facebook with your order number and the item you'd like to exchange.

Step 2: Ship the item to our warehouse: 81/82 Nguyen Cuu Van, Gia Dinh Ward, Ho Chi Minh City.

Step 3: We'll confirm the replacement item with you.

Note: Please ship to our warehouse as instructed. Receiving hours: 8:30am–12pm and 1pm–5pm, Monday to Friday.

7. Return terms

Policy: We accept returns for manufacturing defects — discoloration, fading, material or design flaws that don't match the product description or our quality standard. Refunds for defective items are issued to your bank account. Return shipping is 100% free. Once we receive your returned item, we process it within 10 days.

Eligibility: Return requests must be made within 3 days of receiving the item. The item must be unused, with tags and packaging intact.

How to return:

Step 1: Message our support team on Facebook with your order number and a description of the defect.

Step 2: Send photos of the defect to our support team, or email hello@19stationery.com with your order details.