Frequently
Asked Questions
Currently, we just selling through our website, Instagram, and Facebook.
The Nicolétte House is based in Ho Chi Minh City, Vietnam. We have our own private garment manufactor dedicated to the shop, ensuring that all our products are crafted and completed in Vietnam.
You have 24 hours from the time you place your order to request a cancellation before we begin processing it.
To cancel your order, please send us a message via live chat or email, including your order confirmation and the reason for cancellation. We will confirm your cancellation request within 24 hours.
If you do not send a cancellation request within 24 hours of placing your order, we will process and dispatch your order.If you still wish to cancel, you may return the item upon receiving it, but please note that you will be responsible for the return shipping fees.
Yes, we are committed to updating you at every stage of your order, from the moment you place it, through dispatch, and up to delivery. Once your order is received by the shipping carrier, our system will automatically send you a tracking number to your email.
We always require an email address at checkout, and a confirmation will automatically be sent to your email once you place an order.
If you haven’t received your confirmation within 24 hours, please check your spam or junk folder before reaching out, as it may have been redirected there.
For customers ordering via Instagram or Facebook without providing an email address, we will send the invoice through live chat and wait for your confirmation before processing and shipping your order.
We typically cancel orders for the following four reasons :
1.There is a stock issue with the item.
2.You requested to cancel the order.
3.Payment has not been made (or the invoice has not been completed) within 24 hours.
4.The provided information is incomplete or missing.
For any of these issues, we will proactively contact you via email or text message. Please ensure you check your messages carefully.
For customers who enter incorrect information, please contact us within 48 hours from the time of order for assistance.If the order has already been shipped, we sincerely apologize, but the order cannot be canceled or refunded.
We want to ensure your satisfaction with our products.
If you ordered the wrong size, we kindly remind you to check our size chart and instructions on how to measure your body available with every product. Please review our exchange policy below: EXCHANGE & RETURN POLICY
Yes, international customers can browse and shop on our website in their local currency by selecting their country from the dropdown menu located at the bottom of the site.
If your order has been marked as delivered but cannot be located, please contact our customer service team via email at thenicolettehouse@gmail.com. However, please DM us on Instagram/Facebook for the quickest assistance.
If your order arrives damaged, please contact our customer service team immediately via email or direct message on Instagram/Facebook. Please read our Return/Exchange Policy for more details on the process.
We do our best to ensure timely delivery of all orders. However, once an order has been handed over to the carrier, the final responsibility for delivery rests with the shipping company and your local courier.
Please note:
• Estimated delivery times do not include delays caused by signature confirmation requirements, customs inspections, or unpaid import duties, taxes, and fees. Buyers are responsible for ensuring someone is available to receive and sign for the package when required, as well as paying any applicable import duties, taxes, customs charges, or local fees imposed by the destination country.
• If a shipment is delayed, returned, abandoned, destroyed, or otherwise undeliverable due to the recipient's failure or refusal to pay import duties, taxes, customs fees, or other mandatory charges, we will not accept returns, cancellations, chargebacks, or refund requests.
• We do not offer order cancellations, refunds, or delivery-date guarantees for customers who choose a standard or lower-cost shipping service and later request expedited delivery to meet a specific deadline.
• If you require delivery by a specific date, please contact us within 48 hours of placing your order to check whether an upgraded shipping service is available. Any additional shipping costs associated with expedited delivery must be paid by the customer.
• After 48 hours from the time the order is placed, we are unable to modify the shipping method, cancel the order, or issue a refund based on delivery timing concerns or refusal to pay additional expedited shipping fees.
• To guarantee delivery by a specific date, please contact us via email or direct message before placing your order so we can confirm the requested delivery timeframe and available shipping options.
Delivery by a specific date can only be guaranteed if you have received written confirmation from us prior to placing your order.
