Shipping and Delivery

 

Covid-19 Shipping Notice

 

Due to the nature of current events regarding COVID-19, civil unrest, and other shipping-related issues some rush delivery services may not be guaranteed to arrive in the timeframe quoted by VNPost. Over 90% of our expedited orders are arriving on time!
Expedited shipping charges will be non-refundable regardless of the delivery date.

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 – Most of the countries either charge a very nominal or no duty goods for personal use. We try our best to minimize the cost of the goods to our customers. However these levies, customs duty or taxes, if any, are the sole responsibility of the customer. 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 which provides 3 options for Vietnam deliveries:
1. Urgent express service – 1 day
2. Ordinary mail service – 5–7 days
3. Express Mail Service (EMS) – 2–3 days.

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. This may not always be possible depending on the volume of orders on our system, so if your order has not been despatched within 2 working days, please contact us directly.

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 3-7 working days from the date of dispatch, please contact Customer Service and let us know.

We will replace lost or damaged orders free of charge.

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 [Not available now – because we’re closing our physical stores]

We aim to have In-store pickup orders 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

For any other concerns, please visit Customer Service page or feel free to contact our Customer Service.

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