Online support

1. Product advice

Read care guides in the library, check product specifications and prepare questions through Support. For order confirmation or direct advice, call +84 28 2253 7778, Monday–Friday, 09:00–17:00 (GMT+7).

2. Information to include

Include the product name or code, intended use and order reference if available. For damaged goods, prepare product and packaging photographs. Do not publicly post addresses, payment information or documents containing personal details.

3. Confirming your request

Keep a copy of your enquiry after completing a form. If staff have not confirmed receipt, or the matter is urgent, please call. A website save notification does not replace order confirmation or a resolution from support.

4. Choosing a channel for your needs

When choosing a product, review its details and care information to identify the code you want to ask about. For an existing order, have the reference ready and call for status. For wholesale, gifts or business orders, prepare quantities and timing through the Business section and confirm by phone.

The Instagram link in the footer is for product and brand updates. A social-media comment should not automatically be treated as a support request received by staff.

5. A useful enquiry format

You can prepare: “I need help with [product name/code or order reference]. The issue is [description]. I noticed it on [date/time]. I would like [advice/check/replacement/refund]. Please contact me through [phone number or appropriate channel].”

For appliance advice, identify the intended stove or appliance. For sizing, specify the required capacity or diameter. Specific information helps avoid advice based on a different, similar-looking product.

6. Outside office hours and unanswered enquiries

Published contact hours are Monday–Friday, 09:00–17:00 Vietnam time (GMT+7). If contacting outside these hours or unable to connect, keep your message and try again during office hours. The website does not promise 24/7 live support.

For an imminent delivery, incorrect address or urgent issue, call rather than only saving a form. Once staff receive the request, agree the channel and timing of the next update.

7. Limits of advice from photographs

Photographs help identify the item and initial condition but may not establish the cause of a fault or appliance compatibility. Staff may need the base code, label, supplied instructions or further details. Do not assume flame, oven or dishwasher safety because an item resembles another model.

Send clear, well-lit photographs without editing the area requiring inspection. Until the issue is clarified, stop actions that could worsen it and await guidance.