Feedback, requests and complaints

1. Contact channel

Call +84 28 2253 7778, Monday–Friday, 09:00–17:00 (GMT+7), or write to the office address below. For urgent order issues, call to confirm receipt.

2. What to prepare

Prepare your order reference or proof of purchase, contact details, affected product, a description and preferred resolution. Product, packaging or receipt photographs can help; hide unrelated personal details.

3. Resolution process

Support reviews your report and requests further information when necessary. After checking order or delivery records, Dong Hwa discusses a resolution and expected timing with you. If you disagree, request a review, submit further evidence or use applicable dispute-resolution procedures.

4. Identifying the issue

Order issues include missing confirmation, wrong items, missing quantities or delivery-detail changes. Quality issues include breakage, chips, cracks or differences from the confirmed description. Payment issues include duplicate payments, incorrect amounts or refund reconciliation. Identify privacy requests clearly so unnecessary records are not requested.

If a product appears unsafe, stop using it and preserve its condition for guidance. Do not repair it yourself or continue cooking merely to test the fault.

5. Relevant records and evidence

A clear report should include buyer details, order reference or purchase date, affected product codes and quantities, when the issue was discovered, a brief account and your preferred outcome. Photographs should show the whole product, a close-up of the issue and packaging where delivery is involved.

If you no longer have the order reference, provide other matching information such as the ordering phone number and payment receipt. An unpacking video may help verification, but do not avoid contacting us because you lack one. Do not send original documents without agreeing how they will be received and returned.

6. Following up on an open case

After staff confirm receipt, keep the contact person or team, agreed points and expected next update. If warehouse, carrier or payment checks are needed, ask which step is underway and what information is missing.

Add evidence to the same conversation to keep the record together. If an agreed update is overdue, call with the order reference and contact history. Multiple identical reports for the same event are usually unnecessary.

7. Confirming the outcome and requesting review

Before closing the case, clarify replacement items and quantities, any refund amount, collection of returned goods, shipping costs and how completion will be tracked. Compare the actual result with the agreed resolution and keep delivery or refund evidence.

If you disagree, request a review and identify the unresolved points. Discussing the issue with Dong Hwa does not prevent you from using appropriate consumer-protection channels or dispute-resolution procedures.