Refund policy

Majowe is operated by Ma Jou Business Household (Hộ kinh doanh Ma Jou), 82 Nguyễn Văn Thương, Thạnh Mỹ Tây, Ho Chi Minh City, Vietnam. Contact: majou.vn@gmail.com

Our pieces are produced in small batches and shipped internationally, so we do not offer refunds or general returns. We offer exchanges only in the situations below.

1. When we can exchange

  • Defective item: torn fabric, discoloration or broken structure.
  • Wrong item: the item differs from your confirmed order in style, colour or size.
  • Size exchange: you would like a different size of the same item, subject to availability.

2. Conditions

  • The item must be unworn, unwashed, unaltered and have all tags attached.
  • Your order number or confirmation email is required.
  • Each order is eligible for one exchange.
  • Exchanges are for items of equal or higher value. Any price difference is paid by the customer.
  • For defects or wrong items, please send clear photos and a continuous unboxing video that starts with the sealed package.

3. How to request an exchange

Email us at majou.vn@gmail.com within 5 days of receiving your order, with your order number and photos or video. We will reply within 2-3 working days. Once your exchange is approved, please ship the item to us within 5 days. Requests made outside these time windows cannot be accepted.

4. Shipping and customs costs

  • Defective or wrong items: we cover shipping both ways.
  • Size exchanges: the customer pays shipping both ways and any customs duties or taxes.

Return shipping is charged at the carrier's actual rate, which may be higher than the shipping fee you paid when ordering. We will confirm the cost with you before you ship anything.

5. Not eligible for exchange

  • Sale or discounted items.
  • Items altered or tailored at your request.
  • Underwear and accessories, except for defects or wrong items.
  • Items that are worn, washed or missing tags.
  • Parcels refused or left unclaimed by the recipient. These are cancelled and are not refunded.

6. Timeline

After we receive your item, inspection takes 5-10 working days. We then ship the replacement. Please allow 3-4 weeks in total for an exchange. Weekends and public holidays are not counted.

7. Order cancellation

You may cancel your order within 24 hours of placing it, or before it has shipped, by emailing majou.vn@gmail.com with your order number.

8. Customs and import duties

Shipping fees cover delivery only. Customs duties, import taxes and brokerage fees are set by local authorities or the carrier and are paid by the recipient. For exchanges, customs fees are the customer's responsibility.

Questions? Contact us at majou.vn@gmail.com.