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Shipping Policy / Return & Refund Policy / Privacy Policy
Helena Coffee Vietnam's shipping, return, and refund policies provide details on processing, shipping methods and rates, exchanges, refunds, and timelines. Also covers our privacy policy on data collection and protection.
Return & Refund Policy
Outlines when and how customers can return items and our refund policy. It should include
Shipping Policy
How orders are processed, shipped, and delivered.
Privacy Policy
Explains how we collect, use, and protect customer data.
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Shipping Policy
- Processing time: Orders are processed within 1-2 business days. Weekends and holidays are not counted as business days.
- Shipping methods: We offer standard shipping and expedited shipping. Standard takes 7-14 days, expedited takes 3-5 days. Shipping cost is calculated at checkout.
- Shipping rates: Provide a shipping cost table for standard and expedited shipping to all major regions domestically and internationally. Indicate that rates may be higher for remote addresses.
- Shipment confirmation: Once an order ships, customers will receive a shipment confirmation email with carrier details and tracking information.
- Lost shipments: If a customer does not receive their order within 30 days, they should contact us immediately so we can investigate. We will work with the carrier to locate the package or reship the order if needed.
- Customs/Duties: Customers are responsible for any applicable customs fees, duties, tariffs, etc from their country. We are not responsible for delays caused by customs.
- Damages: Inspect packages upon delivery and note any damages. Contact us within 5 days of receipt so we can arrange a replacement or refund. Save all packaging materials for inspection.
- Insurance: We insure all shipments in case of loss or damage. Customers are still required to notify us promptly of any issues.
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Return & Refund Policy
- Return window: Customers have 30 days from receipt to return an item for a full refund. Items must be in original condition.
- Return process: To start a return, contact our customer service. We will provide instructions specific to your order. Customer is responsible for return shipping costs.
- Refund timeline: Once we receive and inspect the return, refunds are issued within 3-5 business days. Refunds are issued to the original payment method.
- Damaged/defective: If an item arrives damaged or defective, contact us immediately with photo evidence. We will arrange a replacement or refund.
- Quality guarantee: If you are unsatisfied with the taste/quality of our coffee, contact us. We will happily refund or replace the item.
- Exceptions: Sale items, bundles, custom/personalized orders are final sale and cannot be returned or refunded.
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Privacy Policy
- Collection: We collect name, billing/shipping address, email, phone number, payment info, and order details. This is used to process orders and communicate with customers.
- Storage: Data is stored and encrypted on secure cloud servers. Only authorized staff can access data.
- Use: We use data to fulfill orders, provide customer service, comply with legal obligations, prevent fraud, and improve our products and marketing.
- Sharing: We do not sell or share data with any third parties, except to process payments and deliver orders (e.g. our payment processor and shipping carrier).
- Security: We use industry standard security measures to protect data from unauthorized access or breaches. However, no website can fully eliminate security risks.
- Retention: We retain data as required by law. Orders are kept on file for accounting purposes.Inactive accounts may be deleted. Sensitive data is erased when no longer needed.
- Rights: Customers have the right to access, correct, delete, or object to the processing of their personal data. Contact us to make requests.
- Changes: If our privacy policy is updated, changes will be reflected here. Customers should periodically review this page.
As a repeat customer of Helena Coffee Vietnam, I appreciate the clear, detailed policies provided on this page. It's given me confidence in the buying and delivery process. I've had great experiences with quick shipping times and high quality fresh coffee beans arriving safely. The 30 day returns window is generous if anything is ever not up to par. I'm also glad to see the privacy policy is transparent about how data is handled - it's clear my information is protected and not misused. Kudos to Helena Coffee for having their policies easily accessible for customers like me to review. It puts my mind at ease knowing exactly what to expect when I place an order!
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Our Business Statistics
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12,000 +
orders shipped annually
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5-star reviews
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