We offer two delivery methods:

• Customers can purchase directly at our company or store.
• Shipping service.

Usually, after receiving the order information, we will process the order within 24 hours and inform the customer about payment and delivery details.

Delivery time typically ranges from 3-5 days from the date the order is confirmed or as agreed upon when placing the order.

However, in some cases, delivery may take longer, but only in force majeure situations such as:

• We are unable to contact the customer by phone, so delivery cannot be made.
• The delivery address provided is incorrect or difficult to find.
• A sudden increase in order volume causes delays in order processing.
• Our supplier delivers later than expected, causing delays in shipping, or the shipping partner delays delivery.

Regarding shipping fees, we use third-party shipping services, so the shipping cost will be calculated based on the carrier's rates depending on the location and weight of the order. We will inform the customer of the specific fee when confirming the order.

For customers in other provinces who wish to purchase large quantities or wholesale, we will use the delivery service of shipping companies, and the fee will be based on the rates of the shipping service providers or as agreed upon in the contract between both parties.

All orders are packaged and sealed by Okkiocaffe.com before shipping.

The shipping company is responsible for delivering the goods according to the principle of "sealed packaging".

On the package, all orders contain:

• Information of the recipient, including name, phone number, and address.
• Shipping order code.

To ensure the safety of the goods, Okkiocaffe.com package will include a valid financial invoice or warehouse release slip (if applicable) in the package.

The financial invoice or warehouse release slip serves as a basis to assist in handling complaints, determining the market value of the goods, and ensuring the lawful circulation of goods.

The shipping company is responsible for providing shipping documentation and delivering the sales invoice to the customer during the delivery process.

For goods damaged during transportation, whether by the store or a third-party shipping service, we will take responsibility for resolving the issue for the customer.

Customers have the right to refuse the product and request a return or exchange according to the "return and refund" policy. Any further issues will be addressed with the shipping partner to resolve compensation for the order, in line with the agreement between the company and the third-party shipping provider.

Note: In the event of delivery delays, we will promptly notify the customer, and the customer can choose between canceling the order or waiting for the delivery.

Customers should check the condition of the goods and can exchange or return the product at the time of delivery in the following cases:

• The product does not match the type or model in the order placed or on the website at the time of ordering.
• The quantity or set of items is incomplete as in the order.
• The external condition is affected, such as torn packaging, peeling, or breakage.

Customers are responsible for presenting the relevant documents to prove the deficiencies in order to complete the return/exchange process.

• Notification of return/exchange: Within 48 hours of receiving the product in case of missing accessories, gifts, or breakage.
• Return/exchange product shipping time: Within 14 days of receiving the product.
• Location for returns/exchanges: Customers can bring the product directly to our office/store or send it via post.

If customers have any feedback/complaints regarding product quality, please contact our customer service.

• We will exchange the product for the correct type that the customer ordered in case of wrong delivery, incorrect quantity, or if the product does not meet the committed standards.
• We will exchange the product for another of equivalent value if the product the customer ordered is out of stock, provided the customer agrees.

If the customer no longer wants the product due to product defects or does not agree with the exchanged product, the company will refund the customer via bank transfer or another agreed-upon method within 07 working days from the date of request. The customer will bear the transfer fee (if any).

If shipping costs arise for returns/exchanges, the customer will cover these costs and pay directly to the shipping company.

Before receiving and paying for the product, customers are entitled to inspect the goods. No product trials are allowed.

Quý Khách vui lòng mở gói hàng kiểm tra để đảm bảo đơn hàng được giao đúng mẫu mã, số lượng như đơn hàng đã đặt. Do not try the product.

Once the customer agrees with the delivered product, payment should be made to the delivery staff (in case of COD orders), and recieve the product.

If the customer is not satisfied with the product, they can refuse the delivery. In this case, we will charge a return fee equal to the shipping fee of the placed order.

• Delivery staff are required to wait for customers to inspect the goods inside the package. If the staff refuses to allow product inspection, customers should contact Okkiocaffe.com via hotline: 0869 356 116 for support.
• Customers should avoid using sharp objects to open the package to prevent damaging the product inside. For products damaged due to customer error, Okkiocaffe.com regrets that it cannot support return/exchange/warranty for the product.

Okkiocaffe.com does not sell, share, or exchange customer personal information collected on the website with any third party.
The personal information collected will only be used within the company.
When you contact or register for services, the personal information collected by Okkiocaffe.com includes:

• Full name
• Address
• Phone number
• Email

In addition to personal information, we collect information about the service:

• Product name
• Quantity
• Delivery time

The personal information collected is only used internally by Okkiocaffe.com for the following purposes:

• Supporting customers.
• Providing information related to services.
• Processing orders and providing services through our website as per your request.

We may send you product and service information, upcoming events, or recruitment information if you sign up for email notifications.
In addition, we use the information you provide to help manage customer accounts and verify and execute financial transactions related to your online payments.

For personal information, Okkiocaffe.com will only delete this data if the customer requests it by sending an email to CSKH@Okkiocaffe.com.

Individuals or organizations that have the right to access the personal information of customers belong to one of the following cases:

• OKKIO Joint Stock Company.
• Partners who sign contracts to perform part of the services provided by OKKIO Joint Stock Company. These partners will receive information per the contractual agreement (either partial or full) to assist in service delivery.

For inquiries regarding the collection and processing of personal information, customers can contact the company directly via the following address, phone, or email:

• OKKIO Joint Stock Company
• Address: 120-122 Lê Lợi, P. Bến Thành, Q. 1, Ho Chi Minh City
• Phone: 0869 356 116
• Website: Okkiocaffe.com
• Email: CSKH@Okkiocaffe.com

Okkiocaffe.com collects customer information via the website. Customers’ personal data is collected through emails or phone numbers used to place product or service orders. You can contact the above email or phone number to request Okkiocaffe.com to correct your personal data.

At Okkiocaffe.com, protecting your personal information is of utmost importance. You are assured that the information provided to us will remain confidential. Okkiocaffe.com commits not to share, sell, or rent your personal information to any third party. Okkiocaffe.com promises to use your information only in the following cases:

• Improving customer service quality.
• Resolving disputes and complaints.
• Complying with legal requests.

If you have any questions, suggestions, or concerns regarding Okkiocaffe.com's privacy policy or the misuse of personal information, please contact us via hotline: 0869 356 116 or email: CSKH@Okkiocaffe.com.