Delivery Policy

Scope

This policy applies to all orders purchased at K GOLD stores and on the K GOLD website. It defines delivery areas, processing times, fees, order tracking, and other terms related to Delivery and delivery.

Delivery area

• Domestic (Vietnam): K GOLD delivers nationwide; delivery times depend on the destination province/city and the chosen Delivery method.
• International Delivery: If available, terms, fees, and delivery times for international orders will be communicated separately at checkout.

Delivery methods and carriers

• K GOLD partners with reputable carriers to ensure timely and secure delivery.
• Customers may choose from available Delivery options at checkout (standard delivery, express delivery, or in‑store pickup where offered).
• In special circumstances, K GOLD may use alternative carriers to ensure timely delivery.

Order processing time

• Order confirmation: Orders are processed after K GOLD receives payment confirmation or when the order is accepted according to our procedures.
• Internal processing time: Typically 1–3 business days to prepare an order for handoff to the carrier, excluding promotional periods or peak seasons.
• Delivery time: After handoff to the carrier, delivery time varies by region and Delivery method, typically 1–7 business days within Vietnam.

Delivery fees

• Basic fees: Delivery fees are calculated based on weight, dimensions, distance, and chosen Delivery method; the fee will be displayed when the customer selects a Delivery option.
• Free Delivery: K GOLD may offer free Delivery for orders that meet a minimum value or as part of promotions. Details will be published on the website.
• Additional charges: Extra fees for expedited delivery, special time‑slot delivery, or international Delivery will be communicated before order confirmation.

Order tracking and notifications

• Once the order is handed to the carrier, K GOLD will provide a tracking number so customers can monitor delivery status.
• K GOLD will notify customers by email or phone about order status, estimated delivery time, and important updates.

Receiving and inspecting deliveries

• Customers should inspect the package before signing: check quantity, packaging condition, and product condition.
• If the package is damaged, missing items, or the wrong product, please note the issue on the delivery receipt and contact K GOLD immediately for assistance.
• If the customer signs without noting any issues, K GOLD may consider the delivery accepted in good condition unless other evidence is provided.

Failed deliveries and returns to warehouse

• If delivery fails due to the customer being unavailable or incorrect delivery information, the order may be returned to the warehouse.
• K GOLD will contact the customer to arrange redelivery; redelivery fees may apply if the failure was caused by the customer.
• If the customer does not collect the order within the specified timeframe, K GOLD reserves the right to cancel the order and handle it according to the return/refund policy.

International Delivery and customs duties

• For international orders, customers are responsible for customs duties, taxes, and other import fees as required by the destination country.
• International delivery times and costs may vary depending on the carrier and customs procedures.

Force majeure

• K GOLD is not responsible for delays or losses caused by force majeure events such as natural disasters, strikes, transport disruptions, legal restrictions, or other circumstances beyond our control.
• In such cases, K GOLD will notify customers promptly and work with them to find a reasonable solution.

Relation to returns and warranty

• Returns, refunds, and warranty issues are handled under K GOLD’s Return & Refund Policy and Warranty Policy.
• Some products with special storage or hygiene requirements (e.g., consumables) may not be eligible for return once opened or used.

Delivery support contact

For Delivery inquiries or assistance, please contact:

• Email: hotro@tramhuongthienthanh.com
• Phone: 096.7749.781
• Address: No.61, street no.45, Khanh Hoi ward, Ho Chi Minh City

Effective date: This policy is effective from the date it is posted on the website. K GOLD may update this policy as needed and will publish any changes on the website.