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Frequently Asked Questions

What is Reaching Out Arts and Crafts?

The Reaching Out is a social enterprise, training and employing persons with disabilities. Our artisans create beautiful gifts of high quality from tea ware patterned after that used by the Imperial family in Hue to elegant table ware and bedspreads of colourful silks. Our silver jewellery is designed in-house by our staff and made right on the premises. Customers are invited to visit the workshop which is right behind the retail store to watch how their purchases have been made. Our staff are willing to answer your questions and of course can tell you the details of the processes by which your gifts are crafted. They will also proudly show you to our Tea House, where you can experience a cup of coffee or tea, served in the traditional Vietnamese manner by our speech and hearing-impaired staff.

What is Reaching Out Teahouse?

The Reaching Out Teahouse, a second location for our social enterprise, was created because we wanted to share authentic Hoi An (which means peaceful meeting) through the tradition of drinking tea and coffee with friends and visitors. Tranquillity is assured in our ancient house furnished with antiques. Our servers are all speech and hearing impaired and the joy of silence is reflected throughout the experience. Customers enjoy the high quality of our teas and coffees as well as the gracious service. All of our tableware is hand crafted in the style of the imperial families of Hue and is available at our workshop and retail store a two-minute walk from the teahouse. In addition to ceramics, we feature embroidered tablecloths and unique accessories. Fair trade operating principles ensure that our disabled artisans and servers receive fair wages and work under safe conditions. We invite you to experience our teahouse and to let us know about your experience. We learn to make improvements to our products and services through customer feedback and good reports encourage others to find their way to our shop to enjoy the silence.

Ways to Get involved and Contribute?

1. Buy our crafts, teas and coffees – Support our artisans directly by purchasing their products. What could be easier than shopping for a good cause? Purchases can be made in our Reaching Out Arts and Crafts Shop, Reaching Out Teahouse and Reaching Out Webshop.
2. Visit our shop, workshop and teahouse – See the full array of our crafts first-hand, and find out for yourself how they are made. Meet our artisans in the workshop, and learn more about what Reaching Out means to them. Here you can find our address and directions to our craft shop,  and silent teahouse.

Shipping and Delivery

A. International Deliveries

We use international & Vietnam courier service for fast and safe delivery of your order. Your order will be shipped within 2 business days after receiving cleared payment.

Alternate address
You may choose to have your order shipped to an alternate address by selecting this option in the delivery information section at checkout. By choosing an alternative address, all pending orders will be delivered to this new address.

Delivery dates
Shipping time is usually 10 to 30 business days upon being shipped from our workshop. Please allow up to 2 additional days for rural zipcodes. Where we are required to send something by Seamail, it can take up to 60 days to arrive.

If you do not receive your order within three working days from the delivery date promised by the Reaching Out seller, please contact Customer Service and let us know.

Shipping cost
To place an international order, please add the items you are interested in to your shopping cart and utilize our standard checkout to choose shipping location and delivery method (by clicking Change button). Shipping – handling costs and timeline will be calculated for your review. Combining your order and checking out all at once will help you save on shipping.

Our shipping cost is automatically covered shipping insurance against loss or damage in transit.

Delivery information
Depending on the carrier we send your order with, the dispatch e-mail we send you may include a unique parcel code and a link which you can use to track the progress of your parcel.

Customs and import taxes. Buyers are responsible for any customs and import taxes that may apply. We are not responsible for delays due to customs.

Physical goods may be delivered by VNPost and/or other international reputable courier companies. Damaged or lost orders should be resolved with the courier company directly and we are not responsible for goods that are damaged in transit or not received. Replacement of damaged or lost items is made at the discretion of Reaching Out Vietnam.
We are not responsible for lost packages for which delivery confirmation is provided by the carrier.

Our third party carriers may not be able to deliver to certain countries at particular times for reasons of politics, government, natural disaster or operational crises. In such circumstances your shipment will be returned to our mail centre and held till such a time that they are able to deliver to you. In these circumstances you may ask for the order to be refunded.

B. Vietnam Deliveries

We use VNPost EMS (Express Mail Service) for Vietnam deliveries.

Your order will be shipped within one business day after receiving cleared payment. You will receive an email from Reaching Out once your package has shipped with a tracking number/ parcel code and a link to track directly.

For the domestic EMS delivery, our aim is to prepare your order and despatch on the same or next working day [Monday to Friday excl. national holidays], which means that you receive your order within 2 working days from the date it was despatched.

Shipping cost
To place a domestic order, please add the items you are interested in to your shopping cart and utilize our standard checkout to choose shipping location and delivery method (by clicking Change button). Shipping – handling costs and timeline will be calculated for your review. Combining your order and checking out all at once will help you save on shipping.

Our shipping cost is automatically covered shipping insurance against loss or damage in transit.

We will use all reasonable endeavours to ensure these times are met, but cannot be held responsible for despatched parcels delayed by third parties, for example due to poor weather conditions.

If you do not receive your order within 3 working days from the date of dispatch, please contact Customer Service and let us know.

Large volume orders may be subject to additional shipping charges. This will be discussed with you prior to your order being dispatched.

C. In-Store Pickup Orders [Click and Collect]

We aim to have In-Store Pickup Orders [Click and Collect] ready within one hour during opening hours Monday to Friday excl. national holidays. This pick-up service is available only in Hoi An city, Vietnam.

We will contact you as soon as the order is ready for collection.

The person collecting the order will need a copy of the order receipt (printed or on a phone) and proof of identity (such as a Driver’s License or a photo ID) that matches the cardholder’s name.

We will hold your order for 21 days after first notification. We will try to contact you again if you do not respond to the first notification. If, after 21 days, your order remains uncollected, we reserve the right to cancel your order, issue a full refund and return the item(s) to stock unless you have specifically asked us to hold the items for longer.

Pickup location:
Reaching Out Arts & Crafts (Hoa Nhap), 103 Nguyen Thai Hoc Street, Hoi An City, Vietnam

Store hours:
Mon – Fri: 8:30 – 21:30
Sat – Sun: 9:30 – 20:30
Open daily (except national holidays)

Vietnamese Time Zone: GMT+7:00

If you have any queries or need assistance, please contact our Customer Service.

Return and Refunds

A. Cancelling or changing your order

If you would like to cancel or change your order (except customized order) before it is despatched or collected please contact us on… quoting your order number.

When you buy goods from a business, in law you have a number of rights as a consumer. These include the right to claim a refund, replacement, repair and/or compensation where the goods are faulty or misdescribed.

If the product you received was damaged, incorrect or faulty item we will pay for the cost of returning the item (if the item was sent to you, rather than collected from the shop). Otherwise it is your responsibility to pay for the cost of returning the items and for any loss or damage to them in transit back to us. For this reason we recommend that you use a recorded delivery service.

B. Damaged, lost Items

If you have received a damaged or defective item, please contact the carrier and Reaching Out Vietnam immediately.
You must place a claim within 3 days of delivery to be issued a credit or for the replacement of damaged/defective items. We are sorry but we no longer assume responsibility for damaged/defective items after this period.

Whenever possible, open received goods in the present of an agent of the shipping company or carrier in order than goods damaged in shipment can be noted and a claim process initiated with the carrier. In the event an agent of the carrier is not present when you open the goods and you discover damage during shipping please take the following steps to initiate a claim with the carrier.

1. Take a photo of the damaged goods.
2. E-mail the picture to the shipper along with all the pertinent shipping information (the number of your invoice, packing list, tracking number and confirmation of delivery).
3. Request that the carrier process the claim.

The shipping insurer will usually suggest three options:

(1) Refund the cost of the product however; shipping and handling fees are non-refundable.
(2) Replace the product, shipped at their cost.
(3) Get a partial refund and keep the item.

Once the claim has been settled we will act on your choice of compensation in one week.

Replacement of damaged, lost items in transit is also made at the discretion of Reaching Out Vietnam. We are not responsible for lost packages for which delivery confirmation is provided by the carrier.

If you do not receive your order within five working days from the delivery date promised by the Reaching Out seller, please email us at sales@reachingoutvietnam.com. Or you will apply for a full refund on time (= on-time delivery date + 14 days).

C. Wrong Items Sent

If you were shipped items that you did not order in place of your ordered items, please contact us immediately. If possible, send an electronic photo of the erroneously sent item.
You will need your order number for reference, which is included in the order summary and order shipment emails we send. If you created an account, you can find the order number on the My Orders page.
We will then ask you to send the item back to us. We will refund the cost of shipping for this and we will reship the correct items if they are available. If the items are unavailable, we will issue you a refund for your goods. You can also get a partial refund and keep the item.

Refunds will be done through the same payment method that was used to pay for the items.

If you have any queries or need assistance, please contact our Customer Service.

Care Instructions

A. Sterling Silver

The best way to keep your silver jewellery in a good condition is prevention. Sterling silver tends to tarnish, when exposed to humid conditions for a long time. Therefore avoid any contact with water. If not worn, keep the jewellery in a zip-lock bag with anti-tarnish paper.

If it tarnishes anyway, there are two stages:

First it gets a yellow colour. This should be rather easy to be removed, either by washing it with mild dish soap (must not contain acid) and warm water or by using a special silver cloth.

The purple, brown or black tarnish is harder to remove: here you can use polishing creams or liquids, but you have to be careful: gemstones or pearls manufactured into the silver might get harmed when exposed to these chemicals, and any decorative oxidation will be removed.

So be careful not to let your jewellery tarnish in the first place!

– Store silver in a zip-lock bag with anti-tarnish paper
– Avoid contact with water
– Yellow stains: remove with warm water and mild soap or a silver polishing cloth
– Black-purple stains: remove with polishing cream
– Be careful: decorative oxidation might get lost, and gemstones and pearls might get harmed by aggressive cleaning liquids.

B. Brass - Copper - Bronze

White brass/copper/bronze tarnishes rather easily, therefore we recommend to polish it on a regularly basis. As with the silver, it is recommended to clean the brass/bronze/copper as soon as any staining is detected, as it gets harder by time to clean.

– If tarnished, make a mixture of lemon juice and salt (vinegar works also) and then use a toothbrush or a washcloth to rub out the tarnish. Rinse and repeat until shiny and new.
– After you finish your drink, simply rinse the bronze/copper cup holder with warm, soapy water and dry it immediately. Your cup holders will stay clean and last long if you put in 30 seconds to clean them after use.
– Keep brass/copper/bronze in a dry environment

C. Vietnamese Silk

– Hand wash, mild soap
– Colours separately and add a little lemon juice to the final rinse
– Hang outside to dry
– Cool iron from the inside, when silk is still a little damp
– To keep the colours from fading, do not expose silk to daylight

D. Ethnic Fabrics

– Handwash with mild soap
– Hang to dry

E. Cotton and other fabrics

F. Ceramic without Metal parts

Our fine china is made to be used and enjoyed. Make it a part of your everyday life. Don’t “save” it for special occasions. With ordinary care, you can expect a lifetime of pleasure from your china. Here are some helpful suggestions.

– Never place china in contact with a direct flame or subject it to extreme temperature changes.
– Harsh heavy-duty detergents, scouring powders, and steel wool pads are abrasive and should never be used on dinnerware. When washing china by hand, place a towel or rubber mat on the bottom of your sink for protection.
– All our fine china is dishwasher-safe. When washing our china in the dishwasher, use a mild liquid or powder detergent. Load china securely on racks so that the pieces do not touch, and so they won’t be dislodged by water action. Ensure that the dishwasher is in good working condition and has no exposed metal racks. Also ensure that metal objects (pots, pans, utensils) do not come in contact with the china. Use a mild wash cycle, and let pieces cool before removing.
– Placing a silver spoon in the cup or other hollowware will help avoid thermal shock.
– Serving pieces should be at room temperature before putting hot foods in them.
– When stacking fine china for storage, put a cushion between each piece to prevent the surface from being scratched by the piece above it. Keep in an area with sufficient storage space so that the pieces don’t touch shelves or other pieces. You can purchase separators and zippered china protectors to store china or simply use napkins, paper towels or coffee filters.
– Hang cups separately or stack them two-by-two.

If you have any queries or need assistance, please contact our Customer Service.

Ordering

Can I change my order?

Once your order has been confirmed as ready for collection, it’s not possible for you to change it, as we will send your order immediately to the carrier for fast delivery.

Can I cancel my order?

No, you cannot cancel. Once your order has been confirmed as ready for collection. We will process your order once we send it for fast delivery. If you no longer wish to have the items, you will have to return them upon delivery.

Has my order been shipped?

As soon as your order is dispatched from our warehouse, we will e-mail you to confirm that it is on its way to you.

Can I track my order?

Depending on the carrier we send your order with, the dispatch e-mail we send you may include a unique tracking number which you can use to track the progress of your parcel.

Part of my order is missing, what should I do?

If the delivery note says an item should be in your parcel but it is not, please get in touch with Customer Service or please indicate this on the Return Form that you find in your package. Let us know the order number and the item number or product name of the item you wanted, and we will look into it. We will usually be able to send you the item we missed out, but in on the rare occasion that it is not possible, we will refund the money you paid for it.

A mistake has been made with my order, what should I do?

Every so often mistakes do happen, but we do our best to sort them out as smoothly as possible. If you have noticed that we have made a mistake with your order, please contact Customer Service and let us know.

The stock not available, what should I do?

Our stock figures are updated regularly throughout the day. However, if we don’t have the stock available or find other errors with in processing your order we will contact you as soon as possible to offer you an alternative or a refund.

How can I faster checkout?

As a new customer, you do not need an account to checkout and you save time now. However, if you Join us or sign in now you will save time later to track your future orders, checkout faster, and sync your favorites. Just enter your email and we will send you a magic link that will sign you in instantly.

What should I do to get my goods from an in-store pickup order?

For in-store pickup orders (click and collect) you will need to bring a copy of the order receipt (printed or on a phone) and proof of identity (such as a Driver’s License or a photo ID) that matches the cardholder’s name to collect your order at our pickup location.

Payments

How do I pay for my order?

We offer a guest checkout option which allows you pay securely even if you didn’t register an account.
The following payment methods are accepted:
– All major credit and debit cards (Visa, MasterCard, American Express, JCB and others)
– Paypal; You can pay securely with your credit card if you don’t have a PayPal account.
– Bank transfer (payment for your wholesales order only)

Whatever your online methods of payment, you can rest assured that our trusted payment gateway partners use secure encryption technology to keep your transaction details confidential at all times.

When will I be charged?

When you place your order your card will be authorised, and you will receive an e-mail confirming that your order has been successful. Payment will be taken when we received your order. If your card is not authorised, payment will not be taken, and you will get notified immediately on the screen that the payment was unsuccessful. Please remember that even if a payment is not authorised, some card issuers may still reserve the money, meaning you will not be able to access that amount of money for a short while.

Is it safe to order online?

We use one of the most secure online ordering systems on the market, and are constantly researching and improving our software to make sure we offer the highest possible security at all times. Information passed between your computer and our website cannot be read in the event someone else intercepts it.

Note: Reaching Out site does not access and store your credit card information.

If you have any queries or need assistance, please contact our Customer Service.

Terms and Conditions

GENERAL

This website is owned and operated by Reaching Out Arts & Crafts (Luu Niem Hoa Nhap) a HouseHold business registered in Vietnam (business registration number 1775/HKD) whose registered office is at, People’s Committee Hoi An Town. Our registered VAT number is 4000444179. Unless we say otherwise, we use the terms “Reaching Out Arts & Crafts”, “Reaching Out Vietnam”, “Reaching Out Teahouse”, “we” and “us” on this website to refer to Luu Niem Hoa Nhap business throughout the website terms and conditions, which include the Website Terms of Use, Privacy & Cookie Policy and our General Terms and Conditions of Sale (“Website Terms”).

If you want to ask us anything (whether about our products and services, this website, any of our terms and conditions or otherwise), then please contact us.

CONDITIONS OF USE

Reaching Out Arts & Crafts and Reaching Out Teahouse and its associates provide their services to you subject to the following conditions. If you visit or shop within this website, you accept these conditions. Please read them carefully.

PRIVACY

Please review our Privacy Policy, which also governs your visit to our website, to understand our practices.

ORDERING

By placing an order on this site a customer is making an offer to purchase goods. Our acceptance of your order will take place only when we despatch your order or it is confirmed as ready for collection. Prior to this we have the right to decline an order for any reason, including legal and regulatory reasons.

Our stock figures are updated regularly throughout the day. However, if we don’t have the stock available or find other errors with in processing your order we will contact you as soon as possible to offer you an alternative or a refund.

We currently accept payment by credit and debit cards through 2CheckOut.com and PayPal in this webshop.

Note: Reaching Out does not access and store credit card information on our site.

For in-store pickup orders (click and collect), the person collecting the order will need a copy of the order receipt (printed or on a phone) and proof of identity (such as a Driver’s License or a photo ID) that matches the cardholder’s name.

COPYRIGHT

All content included on this site, such as text, graphics, logos, button icons, images, video clips, digital downloads, data compilations and software related to the Site are protected under applicable copyrights, trademarks, and other proprietary (including but not limited to intellectual property) rights. The compilation of all content on this site is the exclusive property of Reaching Out Arts & Crafts and Reaching Out Teahouse, with copyright authorship for this collection by Reaching Out Arts & Crafts and Reaching Out Teahouse, and protected by International and Vietnam Copyright Laws and Treaties.

TRADE MARKS

Reaching Out Arts & Crafts and Reaching Out Teahouse’s trademarks and trade dress may not be used in connection with any product or service that is not Reaching Out Arts & Crafts and Reaching Out Teahouse’s, in any manner that is likely to cause confusion among customers, or in any manner that disparages or discredits Reaching Out Arts & Crafts and Reaching Out Teahouse. All other trademarks not owned by Reaching Out Arts & Crafts and Reaching Out Teahouse or its subsidiaries that appear on this site are the property of their respective owners, who may or may not be affiliated with, connected to, or sponsored by Reaching Out Arts & Crafts and Reaching Out Teahouse or its subsidiaries.

LICENSE AND SITE ACCESS

Reaching Out Arts & Crafts and Reaching Out Teahouse grants you a limited license to access and make personal use of this site and not to download (other than page caching) or modify it, or any portion of it, except with express written consent of Reaching Out Arts & Crafts and Reaching Out Teahouse. This license does not include any resale or commercial use of this site or its contents: any collection and use of any product listings, descriptions, or prices: any derivative use of this site or its contents: any downloading or copying of account information for the benefit of another merchant: or any use of data mining, robots, or similar data gathering and extraction tools. This site or any portion of this site may not be reproduced, duplicated, copied, sold, resold, visited, or otherwise exploited for any commercial purpose without express written consent of Reaching Out Arts & Crafts and Reaching Out Teahouse. You may not frame or utilize framing techniques to enclose any trademark, logo, or other proprietary information (including images, text, page layout, or form) of Reaching Out Arts & Crafts and Reaching Out Teahouse and our associates without express written consent. You may not use any meta tags or any other “hidden text” utilizing Reaching Out Arts & Crafts and Reaching Out Teahouse’s name or trademarks without the express written consent of Reaching Out Arts & Crafts and Reaching Out Teahouse. Any unauthorized use terminates the permission or license granted by Reaching Out Arts & Crafts and Reaching Out Teahouse. You are granted a limited, revocable, and nonexclusive right to create a hyperlink to the home page of Reaching Out Arts & Crafts and Reaching Out Teahouse so long as the link does not portray Reaching Out Arts & Crafts and Reaching Out Teahouse, its associates, or their products or services in a false, misleading, derogatory, or otherwise offensive matter. You may not use any Reaching Out Arts & Crafts and Reaching Out Teahouse logo or other proprietary graphic or trademark as part of the link without express written permission.

YOUR ACCOUNT, LINK TO SIGN-IN AND SECURITY

We let you, our buyers, securely sign in to the store without a password by a link and access your order history, your favorites even if you didn’t register an account. All buyers without an account and their order history are added to our Customers list automatically. Our returning customer or people with existing account also can log in via the link.

If you use this site, you are responsible for maintaining the confidentiality of the link to sign-in or your account and for restricting access to your computer, and you agree to accept responsibility for all activities that occur under your account. We do not protect you from unauthorized use of your account. Reaching Out Arts & Crafts and Reaching Out Teahouse and its associates reserve the right to refuse service, terminate accounts, remove or edit content, or cancel orders in their sole discretion.

REVIEWS, COMMENTS, EMAILS, AND OTHER CONTENT

Visitors may post reviews, comments, and other content: and submit suggestions, ideas, comments, questions, or other information, so long as the content is not illegal, obscene, threatening, defamatory, invasive of privacy, infringing of intellectual property rights, or otherwise injurious to third parties or objectionable and does not consist of or contain software viruses, political campaigning, commercial solicitation, chain letters, mass mailings, or any form of “spam.” You may not use a false e-mail address, impersonate any person or entity, or otherwise mislead as to the origin of a card or other content. Reaching Out Arts & Crafts and Reaching Out Teahouse reserves the right (but not the obligation) to remove or edit such content, but does not regularly review posted content. If you do post content or submit material, and unless we indicate otherwise, you grant Reaching Out Arts & Crafts and Reaching Out Teahouse and its associates a nonexclusive, royalty-free, perpetual, irrevocable, and fully sublicensable right to use, reproduce, modify, adapt, publish, translate, create derivative works from, distribute, and display such content throughout the world in any media. You grant Reaching Out Arts & Crafts and Reaching Out Teahouse and its associates and sublicensees the right to use the name that you submit in connection with such content, if they choose. You represent and warrant that you own or otherwise control all of the rights to the content that you post: that the content is accurate: that use of the content you supply does not violate this policy and will not cause injury to any person or entity: and that you will indemnify Reaching Out Arts & Crafts and Reaching Out Teahouse or its associates for all claims resulting from content you supply. Reaching Out Arts & Crafts and Reaching Out Teahouse has the right but not the obligation to monitor and edit or remove any activity or content. Reaching Out Arts & Crafts and Reaching Out Teahouse takes no responsibility and assumes no liability for any content posted by you or any third party.

PRODUCT DESCRIPTIONS

Reaching Out Arts & Crafts and Reaching Out Teahouse and its associates attempt to be as accurate as possible. However, Reaching Out Arts & Crafts and Reaching Out Teahouse does not warrant that product descriptions or other content of this site is accurate, complete, reliable, current, or error-free. If a product offered by Reaching Out Arts & Crafts and Reaching Out Teahouse itself is not as described, your sole remedy is to return it in unused condition.

Disclaimer of warranties and limitation of liability this site is provided by Reaching Out Arts & Crafts and Reaching Out Teahouse on an “as is” and “as available” basis. Reaching Out Arts & Crafts and Reaching Out Teahouse makes no representations or warranties of any kind, express or implied, as to the operation of this site or the information, content, materials, or products included on this site. You expressly agree that your use of this site is at your sole risk. To the full extent permissible by applicable law, Reaching Out Arts & Crafts and Reaching Out Teahouse disclaims all warranties, express or implied, including, but not limited to, implied warranties of merchantability and fitness for a particular purpose. We does not warrant that this site, its servers, or e-mail sent from Reaching Out Arts & Crafts and Reaching Out Teahouse are free of viruses or other harmful components. We will not be liable for any damages of any kind arising from the use of this site, including, but not limited to direct, indirect, incidental, punitive, and consequential damages. Certain state laws do not allow limitations on implied warranties or the exclusion or limitation of certain damages. If these laws apply to you, some or all of the above disclaimers, exclusions, or limitations may not apply to you, and you might have additional rights.

APPLICABLE LAW

The contract will be made under Vietnamese law and subject to the jurisdiction of the courts Viet Nam.

SITE POLICIES, MODIFICATION, AND SEVERABILITY

Please review our other policies, such as our Delivery and Returns policy, posted on this site. These policies also govern your visit to Reaching Out Arts & Crafts and Reaching Out Teahouse. We reserve the right to make changes to our site, policies, and these Conditions of Use at any time. If any of these conditions shall be deemed invalid, void, or for any reason unenforceable, that condition shall be deemed severable and shall not affect the validity and enforceability of any remaining condition.

VAT

All our prices include VAT where applicable.

QUESTIONS:

Questions regarding our Conditions of Usage, Privacy Policy, or other policy related material can be directed to our support staff by clicking on the “Contact Us” menu of the main menu. Or you can email us at: info@reachingoutvietnam.com.

ACKNOWLEDGMENT

This Agreement represents the entire understanding between you and us regarding your relationship to Online and supersedes any prior statements or representations. IF YOU AGREE TO BE BOUND BY THE TERMS OF THIS ONLINE AGREEMENT, please click the “I Agree” button below. If you do not agree to the terms of this Agreement, please click the “I Don’t Agree” button to log off the system.

If you don’t click on “I Agree” then you will not be able to purchase any goods or services.

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