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Thank you for visiting Reaching Out Vietnam’s website. At Reaching Out Vietnam we are dedicated to safeguarding and preserving your privacy when visiting our site or communicating electronically with us. This Privacy Policy, together with our terms of use, explains what happens to any personal data that you provide to us, or that we collect from you when you are on this site.
We do update this Policy from time to time so please do return and review this Policy regularly.
This policy refers to the following web site: www.reachingoutvietnam.com
Information we collect and use of cookies
We may on occasion gather information regarding your use of our web site including, but not limited to, traffic data, location data, weblogs and other communication data. This enables us to improve our services and to provide statistical information regarding the use of our website.
Such information will not identify you personally it is statistical data about our visitors and their use of our site.
This statistical data does not identify any personal details whatsoever.
Similarly to the above, we may gather information about your general Internet use by using a cookie file. Where used, these cookies are downloaded to your computer automatically. This cookie file is stored on the hard drive of your computer as cookies contain information that is transferred to your computer’s hard drive. They help us to improve our website and the service that we provide to you.
You can decline cookies by changing the settings in your browser (Edge, Firefox, Chrome, Safari etc). Please note that should you choose to decline cookies, you will not be able to use our online shopping cart. You can place your order by e-mail at Sales@reachingoutvietnam.com.
Use of your information
The information that we collect and store relating to you is primarily used to enable us to provide our services to you. In addition, we may use the information for the following purposes:
1. To provide you with information requested from us, relating to our products or services. To provide information on other products which we feel may be of interest to you, where you have consented to receive such information.
2. To meet our contractual commitments to you.
3. To notify you about any changes to our website, such as improvements or service/product changes, that may affect our service.
If you are an existing customer, we may contact you with information about goods and services similar to those which were the subject of a previous sale to you.
Further, we may use your data, or permit selected third parties to use your data, so that you can be provided with information about unrelated goods and services which we consider may be of interest to you. We or they may contact you about these goods and services by any of the methods that you consented at the time your information was collected. If you are a new customer, we will only contact you or allow third parties to contact you only when you have provided consent and only by those means you provided consent for.
If you do not want us to use your data for our or third parties you will have the opportunity to withhold your consent to this when you provide your details to us on the form on which we collect your data.
Storing your personal data
We may transfer data that we collect from you to locations outside of the Vietnam for storing. By submitting your personal data, you agree to this transfer, storing or processing. We will take all reasonable steps to make sure that your data is treated securely and in agreement with this Privacy Policy. Data that is provided to us is stored on our secure servers. Details relating to any transactions entered into on our site will be encrypted to ensure its safety.
Note: Our web store is protected in a number of ways:
– All store pages run on an HTTPS connection. Store data is transferred using an encrypted protocol.
– Reaching Out site doesn’t store credit card information itself. Instead, it’s integrated with reliable payment gateways such PayPal or 2CheckOut.
– Reaching Out site is PCI DSS certified. It is the gold standard for e-commerce solutions worldwide. Large banks have a certificate of the same level.
Except when using a secure web page the transmission of information via the Internet is not completely secure and therefore we cannot guarantee the security of data sent to us electronically and transmission of such data is therefore entirely at your own risk.
Disclosing your information
We may also disclose your personal information to third parties:
1. Where we sell any or all of our business and/or our assets to a third party.
2. Where we are legally required to disclose your information.
3. To assist fraud protection and minimise credit risk.
4. In order to provide services to you, for example with your address details to couriers to send an order to you.
Third party links
You will find links to third party websites on our website. These websites should have their own privacy policies which you should check. We do not accept any responsibility or liability for their policies whatsoever as we have no control over them.
Contacting us
We welcome any queries, comments or requests you may have regarding this Privacy Policy. Please do not hesitate to contact us by email on info@reachingoutvietnam.com or by post to: Reaching Out Arts & Crafts (Hoa Nhap), 103 Nguyen Thai Hoc street, Hoi An city, Quang Nam, 560000, Vietnam.
ALL RIGHTS RESERVED. This website contains material protected under International and Vietnam Copyright Laws and Treaties. Any unauthorised reprint or use of this material is prohibited. No part of this website may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording, or by any information storage and retrieval system without express written permission from Reaching Out Vietnam.
We believe that a gift from Reaching Out gives twice. You, as the customer, receive beautiful gifts for friends, family or yourself. The Reaching Out team receives a gift as well. Each purchase or Tea House experience helps us create more jobs for people with different abilities and supports our artisans and servers
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.
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. 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 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.
We aim to have Click and Collect (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.
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.
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 shipper 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).
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. 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.
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.
Click & Collect [In-Store Pickup Orders]
Place your order online and pick it up for as soon as today.
Once you place an order with us you’ll receive an email confirmation that will include an information of your order status. Products are usually ready for local pick up in one hour after receiving cleared payment.
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.
Pickup Location
Address: Reaching Out Arts & Crafts (Hoa Nhap),
103 Nguyen Thai Hoc St, Hoi An city, Vietnam.
Phone: 0 235 3910 168 (for clients calling within 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.
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 zip codes. 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 Services on +84 235 3910168 or email us at sales@reachingoutvietnam.com.
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.
For any other concerns, please visit our Customer Service (FAQ) page or feel free to contact our Customer Service.
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:
1. Credit Card Payment
We accept all major credit and debit cards (Visa, MasterCard, American Express, JCB and others).
After you complete your order you will be directed to the 2Checkout.com site where will fill in your credit card details.
2. PayPal Payment
You can choose to pay with your PayPal. You can pay securely with your credit card if you don’t have a PayPal account.
Note: Reaching Out site doesn’t store credit card information itself. Instead, it’s integrated with reliable payment gateways such PayPal or 2CheckOut.
3. Bank transfer
You can choose to pay for your order with bank transfer. Kindly note that in this case your order will be shipped after deposit confirmation.Sign in to your Online Banking and select the tab to send money to our bank account and then email the bank wire transfer receipt to us. You can also make a bank transfer in the branch.
For an outgoing domestic wire (VND wire to us), our receiving bank account information:
Bank account number: 0041000193098
Name account: Reaching Out Arts and Crafts
The address on the account: 103 Nguyen Thai Hoc, Hoi An, Quang Nam, Vietnam
Our receiving bank’s name: Vietcombank Quang Nam
For an outgoing international wire (USD wire to us), our receiving bank account information:
Bank Account Number: 0041370209261
Name of account: Le Nguyen Binh
Swift code: BFTVVNVX065
Bank name: Joint Stock Commercial Bank For Foreign Trade of Vietnam, Quang Nam Branch
Bank Phone Number: +84 235 2210898
Bank Address: 35 Tran Hung Dao, Tam Ky city, Quang Nam Province, Vietnam
Wire Tip: To avoid currency conversion fees and deductions, please choose one of our convenient accounts to wire funds.
Whatever your online mode 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.
For any other concerns, please visit our Customer Service page or feel free to contact our Customer Service
If you do not receive your order within five working days from the delivery date promised by the Reaching Out seller, please email us immediately at sales@reachingoutvietnam.com. Or you will apply for a full refund on time (= on-time delivery date + 15 days).
If your item is significantly different from our product description or wrong Items sent, you can
A: Return it and get a full refund, or
B: Get a partial refund and keep the item. See the details in our return policy.
Replacement of damaged, lost or wrong items 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.
For any other concerns, please visit our FAQ (Help Center) or feel free to email us. we are here to help.
