- Customers may exchange the product within 02 days from the delivery date with valid reasons, including: 

• It's Not Quite Right: You're not satisfied with the product quality;
• The Fit Isn't Perfect: The size doesn't match your expectations;
• It's Not What You Ordered: There are inaccuracies in the design or measurements.

- Products eligible for exchange must be in pristine condition: Unworn, unwashed, unaltered, and with all original tags attached. Accompanied by the original purchase confirmation (letter, certificate, invoice), all accessories, and accompanying printed materials, all within the original packaging. 

- Luk Em prioritizes support for size exchange to ensure our valued customers have the most comfortable and sustainable shopping experience possible. Should you wish to exchange for a different product, we are happy to assist:

• Exchange for a product of equal or higher value than the purchased product, kindly note that customers are responsible for covering any price difference .
• In the event of exchanging for a product of lesser value, refunds will not be issued.
• Each product on the purchase invoice can only be exchanged once (exchanged products are not eligible for further exchange, except in the case of manufacturing defects as mentioned above).
• Exchanges from full-priced items to items currently on promotion are not permitted.

- Our return and exchange policy applies only to products purchased directly from Luk Em or our officially managed online channels, ensuring the integrity and quality you expect. Purchases from third-party resellers cannot be accommodated.

For Online & Collaboratively Managed E-commerce Purchases:

• Unboxing is Key: Please provide clear unboxing photos and videos with your return/refund request. This helps us process your inquiry swiftly and accurately. This is a mandatory requirement.
• Secure Packaging: Carefully repack the item in its original packaging (or a sturdy alternative) along with the original invoice.
• Shipping Responsibility: Customers are responsible for one-way return shipping costs to our warehouse. However, if we've made an error (wrong item, damaged on arrival), we'll gladly cover the return shipping and send a replacement with our free nationwide shipping.
• Track Your Return: Please provide us with the tracking number of your return shipment. We cannot be held responsible for lost packages without tracking information. In such cases, you will need to liaise directly with the shipping carrier.

For Purchases at Luk Em Offices, Stores, and Partner Locations:

• In-Store Exchange: Exchanges are only possible at the original point of purchase.
• Proof of Purchase: Please bring your original invoice (physical or digital) or order confirmation email/message.

– You are welcome to inspect your items upon delivery before making payment.
– Please do not try on or use the items during the inspection.
– If there is any damage due to shipping or production, you may refuse to accept the package and immediately contact us at hi@thelukem.com or via hotline (0962169268)

– Pre-delivery inspection is currently not available. However, if an issue arises upon receipt, please contact us within 3 days for return or refund support in accordance with our return policy.

– Inspection policy does not apply to sale or made-to-order items.
– Luk Em reserves the right to decline complaints if the item has been used or is not in its original condition.

Luk Em offers several shipping methods to meet your needs.

• Standard Shipping (Freeship): Estimated delivery time of 1-3 business days. this option is exclusively for deliveries within Vietnam.
• Same Day Delivery (Has shipping fee): Available for orders in Hanoi and Ho Chi Minh City .With this option, you can expect to receive your order within 24 hours of purchase.

If your order is lost or damaged during shipping, please contact us immediately via email at hi@thelukem.com or call our hotline at 0962 169268 so our team can provide dedicated and timely support.

If your order is lost or damaged during shipping, please contact us immediately via email at hi@thelukem.com or call our hotline at 0962 169268 so our team can provide dedicated and timely support.

At Luk Em, we offer a variety of secure and convenient payment methods to enhance your shopping experience.

Payment methods and specific instructions can be found here: https://onepay.vn/documents/2024.11_OnePay_Huong_dan_thanh_toan.pdf

For bank account transfer with below information:

• Beneficiary: LUK EM COMPANY LIMITED 
• Bank: TECHCOMBANK 
• Account Number: 6821 6868

Once your order is placed and payment is confirmed, you'll receive a detailed confirmation email. Please keep this for your records. Review it carefully and contact us immediately if you have any questions or need adjustments.

We reserve the right to verify all payments before processing your order to ensure a secure transaction. If your payment is declined, we'll reach out to discuss alternative payment options.

Luk Em is committed to protecting customers’ payment information with the highest security standards. All credit/debit card transactions are processed through a secure, encrypted payment gateway provided by a trusted third-party provider. We do not store customers’ card details on our servers.

• We use premium materials and rigorous quality control to create enduring pieces. 
• If you discover a defect in materials or workmanship within two (2) days of purchase, we will gladly offer a replacement (subject to availability) or a full refund.

Luk Em understands that  finding the perfect fit can be challenging. Therefore, Luk Em is always  ready to provide personalized tailoring or refund policy to customers. Details as follow:

• Your Ideal Fit, Our Priority: If your recent Luk Em purchase isn't quite the perfect fit, please let us know within 2 days of receiving it. We're ready to assist you in finding your ideal silhouette.
• "Care for Every Centimeter" Service (with fee): Elevate your individuality with our meticulous customization service, ensuring a truly one-of-a-kind piece crafted just for you.

Your happiness with your Luk Em piece is our ultimate goal. If, for any reason, you're not entirely satisfied with your purchase, please don't hesitate to connect with us via message, email, or our hotline. Our dedicated team is here to provide prompt support and ensure your Luk Em experience is nothing short of exceptional. We're always eager to hear from you!

• Please note that our guarantee does not cover damage resulting from normal wear and tear, improper care (such as incorrect washing), or other user-related issues.
• Luk Em reserves the right to decline exchanges or returns on items that do not meet the conditions outlined in our warranty policy (Section 1 of our Terms & Policies).