Complaints Handling

How to reach us

Business hours: Monday to Friday 08:00–17:00, Saturday 08:00–11:00.

What to include

Your order number (e.g. WLAM1023), name, phone number, a description of the issue, and photos or a video of the item if you have them.

How we handle it

  1. Receive: WLAM confirms receipt on the channel you used.
  2. Review: WLAM checks your order, photos and details.
  3. Propose a solution: an exchange, a replacement shipment or a refund, in line with our Exchange Policy.
  4. Resolve: WLAM carries out the agreed solution and lets you know the result.

Resolution time

WLAM resolves complaints within 24 hours of receiving complete information (excluding Sundays and public holidays). If the item needs to be sent back for inspection, exchange or refund, the 24 hours start when WLAM receives the item.

If you disagree with the outcome

You can reply and ask WLAM to review your case again. If we still cannot agree, you may contact the competent consumer protection authority or resolve the matter under Vietnamese law.