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FAQs - Câu hỏi thường gặp
1. How do I make a purchase?
Making a purchase is easy. Wherever you see a product you can shop it: simply select your size and click ‘Add to Bag’. Your chosen item will appear in your shopping bag on the top right of the screen; as you continue to shop or browse the site you can hover over or click on the bag to see its contents in the ‘mini bag’ at any time. When you’re ready to place your order, select Proceed to Checkout from the mini bag and follow the straightforward prompts to complete our one-step checkout process. If you have any problems, please contact customer care at email@example.com, +84 2432191706— available 9:00-18:00 Monday to Friday.
2. Can I order by telephone?
Yes — call us with details of the item you wish to purchase and your billing information and we will process your order. Customer Care is available on +84 2432191706 available 9:00-18:00 Monday to Friday.
3. How do I find a specific item?
If you know exactly what you are looking for, you can search our online store by product category under the Shop menu, besides that, you can enjoy our “Free Stylist” menu, where you can find an item according to styles, when to wear, body shapes, seasons and even fengshui zodiac. Once you have selected your desired category or designer, you can filter the listings further using the options on the left of the page. Throughout the site there is also a search function in the top right-hand corner, which can be used to look for products using keywords.
4. How do I know if an item is in stock?
Most items shown are in stock. When you roll over a product, you can immediately see its size availability. If a size is greyed out in the rollover, or marked as sold out in the drop-down on the product page, this means the item is out of stock in that size. Alternatively, you can inform us of your interest by contacting Customer Care on +84 2432191706— available 9:00-18:00 Monday to Friday. Please note that even if a product is in your shopping bag, it isn’t reserved, and will be available to other customers while you are browsing.
5. What payment methods does DKSANSANGISY.COM accept?
We accept American Express, Visa and MasterCard and all Vietnamese ATM card using VNPAY payment gateway. You can also pay us on Paypal. Within Vienam we also do COD (Cash on Delivery) service provided by DHL e-commerce.
6. Is it safe to use my credit card online at DKSANSANGISY.COM?
We make sure your purchase with us is safe and secure, all payment with credit card are going though VNPAY gateway for fraud checking and protection.
7. How will I know if you have received my order?
After you place your order, you will receive an email acknowledging your order has been received. This does not mean that we have confirmed your order: only after your credit-card details have been approved, the delivery address has been verified and the items located will your order be accepted and the items shipped. At this point you will receive a second email from us confirming your order. If any of the items you have ordered are unavailable from our warehouse, we will try our best to locate them from our DKSANSANGISY.COM stores. If this is not possible you will be quickly informed of the out-of-stock pieces and your payment for the items will not be processed.
8. When will I receive my order?
Orders shipped using our delivery partner, DHL, are delivered Monday to Friday between 9am and 5pm. For security reasons, all orders must be signed for upon delivery. If you live in London and choose our Premium delivery service your order will be sent with Ecourier and arrive with you between 2pm and 5pm with our afternoon service, and 6pm and 7pm with our evening service, seven days a week.
9. What is 3 HOURS delivery?
Choose 3 Hours delivery to receive your pieces within 3 Hours of placing your order. This service is available to all hotels addresses in Hanoi, Vietnam and for products which are in stock at our central distribution centre. The service is available for orders placed between 6.30am and 8.30pm Monday to Saturday.
10. Can I collect my order instead?
For security reasons, and because your order must be signed for, we do not partner with local pick-up or service points. We also do not offer redirections. For further information, please contact Customer Care on +84 2432191706or email firstname.lastname@example.org.
11. Am I able to track my order?
Yes. When we dispatch your order for delivery you will receive a unique tracking number by email. Once in receipt of this tracking number you can check the current status of your shipment. Alternatively, you can email us on email@example.com and we will track the order on your behalf. If you place an order and choose our same-day shipping service, you will receive a text notifying you of the status of your order.
12. Can I exchange my order?
If you would like to exchange one item for another, you must first return the original item and then place a new order. You will be refunded for the original item in accordance with our usual returns policy. You can also choose to receive your refund as credit, which will enable you to purchase a replacement item quickly and seamlessly.
13. How do I return an item?
You have up to 28 days to return an item, however you must request your returns number within 14 days. For full details on the returns process, see our Returns page.
14. Why are shipping restrictions applied to some products?
Due to international trading agreements and regulations, DKSANSANGISY.COM must adhere to some specific shipping restrictions.
We are unable to ship exotic skins outside the EU. For any customers outside the EU wishing to purchase an item containing exotic skins, please contact Customer Care. In addition, we are required by EU regulation to obtain a CITIES (Convention on International Trade in Endangered Species of Wild Fauna and Flora) permit before items made from exotic skins can be shipped. This may cause a delay in processing your order. For further information, please contact Customer Care on +84 2432191706 or email firstname.lastname@example.org.
Additionally, orders containing fine jewellery cannot be dispatched to Russia. Customers in Russia wishing to purchase fine jewellery must arrange for their shipment to be delivered outside of the Russian Federation.
15. In what packaging will my goods be delivered?
When you shop at DKSANSANGISY.COM you will receive your purchase in a linen bag with DK SANSAN & GISY label on it. Silk scarves will come in boxes — iconic and artist-designed, ready to be given as a gift or a treat for yourself. Both packaging are free of charge and each item will be perfect when you receive it.
16. Will DKSANSANGISY.COM have seasonal sales?
At DKSANSANGISY.COM we don’t hold any sales program, since our products are designed to be timeless and our price point is fair, and we want to protect you from all of the pricing issues you have with buying fashion elsewhere- now you can just focus on enjoying your purchase.
17. Do I have to pay duty and import charges?
In order to assist customers, in Australia, Bahrain, Canada, Japan, Kuwait, Saudi Arabia, Singapore, UAE, USA and Qatar, items are shipped on a DDP (delivery duty paid) basis and all prices shown include the relevant import taxes and duties (where the individual product or total order value is over the relevant country duty threshold). However, you have the option to opt out and pay these charges on delivery. If you are shipping to South Korea, all prices shown on product and listing pages exclude duty and/or tax, however, customers can opt to pre-pay taxes and duties by checking the ‘Pre-pay your duty and tax’ tick box.
For all shipping destinations, duty is clearly itemised in your shopping bag and throughout the checkout process. Customers can opt out of paying duty by unticking the ‘Pre-pay your duty and tax’ box at checkout. If you opt out of paying duty up front, it is your responsibility to pay any applicable charges on delivery.
If you decide to opt out, the shipping company will contact you by telephone once your items are in customs to let you know the cost. This may delay your delivery time as goods held at customs will be your responsibility to pay the necessary charges for local authorities to release the goods. Please be aware that if you don't choose to pay the import taxes we reserve the right to charge any additional costs incurred by DKSANSANGISY.COM to you. Delivery outside of the EU and to the above listed countries may be subject to local import taxes, which are your responsibility where they apply.
Please note DKSANSANGISY.COM does not collect or use sales tax at this time. Your purchase may be subject to local use tax unless it is exempt from taxation. It is your responsibility as the customer to report any purchases of tangible personal property that have not been taxed by DKSANSANGISY.COM and pay use tax on those purchases unless exempt under local State law.
18. Is my personal information kept private?
Please be assured that we consider all of the information you share with us to be totally private and confidential. At no point will we share, rent or sell your personal information without your consent. For further details, please read the DKSANSANGISY.COM terms and conditions statement. In order to register as a user of DKSANSANGISY.COM, we ask you to provide us with your name, mailing address and email address. We may use these details to inform you of new goods and services via email. If you do not wish to receive such emails, please update your account preferences by clicking on 'My Account' and 'Manage Preferences'. In order to process credit-card orders online we require additional information including your billing address, shipping address, telephone number, credit-card number and credit-card expiration date. We will only use your billing and credit-card information to process your order and inform you of its delivery. Please note that DKSANSANGISY.COM does not keep any of your details on the DKSANSANGISY.COM website, and therefore these details are protected from any breach of security on the DKSANSANGISY.COM website. Navigational information is used only for internal purposes to enhance the customer-shopping experience and site usability, and will not be shared with any outside parties.
19. How do I keep my account safe?
In order to keep your DKSANSANGISY.COM account safe, we recommend you follow the simple steps below.
a) When setting your password, it must be at least 6 characters and contain at least one uppercase letter and a number. The longer your password is, the more secure it is.
b) Use a unique password on DKSANSANGISY.COM. Using a unique password will ensure that if your password is disclosed on another website, it cannot be used on DKSANSANGISY.COM.
c) Do not use the same password for your email accounts as you do on sites like DKSANSANGISY.COM.
d) Change your password periodically. While we do not require users to change passwords after a period of time, it is recommended to update your password periodically.
e) Change your password if you suspect that any of your accounts you use online on any website has been compromised.
20. How do I contact customer care?
If you have any questions which are not currently answered on our site, please contact Customer Care either by email at email@example.com or call us on +84 2432191706— available 9:00-18:00 Monday to Friday.
Thank you for reading.
DK SANSAN & GISY Team