Frequently Asked Questions

We currently accept all major credit and debit cards + PayPal 

• Visa
• Mastercard
• American Express
• PayPal
• JCB

1. We are happy to cancel any orders before they get processed with our warehouse. However, once they get handled to the courier, we are unable to guarantee cancellations, please contact our Customer Care team via Email customercare@lobbster.com to make this request. When successfully canceled, a refund for the full order value will be credited back to your original payment method. It might take up to 30 working days depend on your Credit/Debit Card issuer.
2. Sale off items are non-refundable as well as non-exchangeable.

1. For order which has not been shipped yet. We accept to change only 1 time for you free of charge. To make changes to your order, please reach out to support by email at  customercare@lobbster.com

2. For order which has been already shipped or delivered.

   Return: We accept returns within 14 days of delivery for a refund. Please allow 30 working days from the date of receipt for returns to be inspected and processed. Refunds will be issued on the cost at purchase price, excluding original shipping charges, back to the original method of payment.

   • Items must be in their original condition that have not been worn, altered, or washed, without make-up marks and with all tags attached. Where provided, belts and any packaging such as dust bags must also be returned. In the interests of health and hygiene, swimwear return will not be accepted.
   • Returns need to be shipped at your own cost. We would recommend wrapping the order securely and lightly using a tracked service with your local post office. You can return the order without the original box which will lower the costs significantly. We recommend that you obtain proof of posting or insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our warehouse. 
   • Returns please mark clearly "VIETNAM - WOMAN CLOTHING" as a description of contents on all paperwork provided by your chosen carrier. If this indication is not clearly stated, custom duty charges may be applied and the amount will be deducted from your merchandise refund. Use your original ORDER NUMBER as reference on your return shipping label and invoice.

   Exchange: We accept exchanging within 14 days of delivery for an alternative size or even another style. Submit your request via live chat button or email us at customercare@lobbster.com; We suggest that you place a new order simultaneously with returning order that you want to exchange for a refund. This is fastest way. Either you can return your order and wait for its arrival to our warehouse, refund process and then placing new order. Please allow 30 working days from the date of receipt your returns to be inspected and processed. Refunds will be issued on the cost at purchase price, excluding original shipping charges, back to the original method of payment.

    

3. For order which has defect items: there are a few steps you need to do within 14 days after the date of receiving your order:
   • Inform us about the situation with photo and picture of the defect via customercare@lobbster.com or live chat at lobbster.com
   • Prepare items which you would like to send back, DHL courier will contact you to pick it up (please let us know the pick up address)
   • We will send you a gift card which has the value of all item you send back + a free shipping code which can be use to place order at lobbster.com; Please place new order with item that you want to exchange at your comfort or you can save it for future purchase (e.g Lobbster next collection).
   • After receiving the return, we will continue to process your following order which was paid by using the gift card.