Return & Refund Policy

At Helloviena, we want you to feel confident when shopping with us. If your order does not meet your expectations, you may request a return according to the conditions outlined below.

Please review this policy carefully before submitting a return request.

Return Window

Eligible items may be returned within 30 days of delivery.

To qualify for a return, the item must:

• Be new and unused
• Be unwashed and unworn
• Have all original tags attached
• Be returned in its original packaging when applicable
• Include valid proof of purchase

Items that show signs of wear, washing, alteration, stains, makeup, deodorant, damage, or other use may not qualify for a refund.

How to Request a Return

Before sending any item back, please contact our Customer Support team at:

duonghyuigau4521@gmail.com

Please include:

• Your order number
• The item(s) you would like to return
• The reason for your return
• Photos if the item is damaged, defective, or incorrect

Our team will review your request and provide return instructions.

Please do not send items back before receiving return instructions from our Customer Support team.

Return Shipping Costs

For returns caused by personal preference, sizing issues, color preference, or ordering the wrong item, customers are responsible for the return shipping costs.

If you receive an item that is confirmed to be damaged, defective, or incorrect, Helloviena will provide assistance and cover the applicable return shipping cost.

Please contact our Customer Support team and provide clear photos of the issue before returning any item.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or different from the item ordered, please contact us within 7 days of delivery.

Please provide:

• Your order number
• A description of the issue
• Clear photos of the item
• Photos of the packaging when applicable

Our team will review your request and provide the appropriate solution.

Exchanges

We currently do not offer direct exchanges.

If you need a different size, color, or item, you may return the original item according to this policy and place a new order for your preferred product.

Refund Processing

Once your returned item arrives at our designated return facility, it will be inspected.

Most returns are processed within approximately 5–7 business days after receipt.

Approved refunds are typically issued within 14–21 business days after the return has been processed.

Refunds will be issued to the original payment method used for the purchase.

Please note that processing times may vary depending on your bank, credit card provider, or payment service.

Refund Amount

Approved refunds generally include the value of the returned item and applicable sales tax.

Original shipping charges are generally non-refundable, except in cases where the return is caused by an error attributable to Helloviena.

Non-Returnable Items

Returns may not be accepted for items that:

• Have been worn or washed
• Have been altered
• Are damaged after delivery due to customer use
• Are missing original tags or packaging
• Are incomplete
• Are returned outside the applicable return period

Helloviena reserves the right to refuse returns that do not meet the conditions described in this policy.

Lost Return Packages

Customers are responsible for return packages until they reach our designated return facility.

We recommend using a trackable shipping service and keeping your shipping receipt and tracking information until your return has been completed.

Helloviena is not responsible for return packages lost or damaged during return shipment.

Questions About Returns

If you have any questions about returns or refunds, please contact us at:

duonghyuigau4521@gmail.com

When contacting us, please include your order number and the email address used for your purchase.

By placing an order with Helloviena, you agree to the terms outlined in this Return & Refund Policy.