SHIPPING POLICY

The Platform offers the following delivery methods:

• Delivery via shipping partners (SPX, J&T...) designated by the Platform;
• Standard Delivery/ Fast Delivery (depending on the area);
• Cash on Delivery (COD) or advance payment.

Delivery will be carried out by shipping units partnering with the Platform to ensure service quality and delivery time.

3.1. Order Processing Time:

Orders will be processed within a maximum of 2 days from the time of payment confirmation/ successful order placement.

The Seller is responsible for preparing and handing over the order to the shipping unit within the specified timeframe.

3.2. Estimated Delivery Time:

• For urban areas (Ho Chi Minh City and Hanoi City): The maximum delivery time is 03 working days.
• For other provinces and cities: The maximum delivery time is 06 working days.
• Special cases regarding delivery time (if any) will be clearly stated in the product details or via direct agreement with the customer at the time of ordering.

3.3. Delivery time may vary due to:

• Weather conditions;
• Delivery area;
• Force majeure events;

Fee calculation method: Shipping fees are calculated based on:

• Actual weight or volumetric weight (Length × Width × Height / 6000);
• Delivery distance;
• HAVAIANAS's shipping fee subsidy policy (if any).

The Buyer's order will be executed through the following steps:

1. Order confirmation by the Seller
2. The Seller prepares and hands over the order to the shipping unit
3. Transportation to the delivery address
4. Successful delivery

The Buyer can track the order status directly on the system.

• Provide full and accurate product information;
• Prepare, package, and hand over goods on time as committed;
• Coordinate with HAVAIANAS and shipping units to handle issues arising from delivery and receipt of goods.

• Provide full and accurate delivery information;
• Ensure someone is available to receive the goods within the estimated delivery window;
• Check the condition of the goods upon receipt.

An order may not be delivered successfully in the following cases:

• Unable to contact the Buyer;
• The Buyer refuses to receive the goods;
• The delivery address provided by the Buyer is inaccurate;

In these cases, the order may be canceled or returned in accordance with HAVAIANAS regulations.

Buyers are encouraged to inspect the outer condition of the package at the time of receipt.

If any of the following are detected:

• Damaged goods;
• Incorrect product delivered;
• Missing items.

The Buyer should please refuse receipt or contact HAVAIANAS for support.

In the event that the Buyer no longer wishes to receive the order (change of mind, no longer needing to purchase), the Buyer may refuse receipt.

In the event of an order being:

• Delayed;
• Lost;
• Damaged.

HAVAIANAS will receive the information and assist in processing according to current policies.

a. Responsibilities of the Seller: The Seller is responsible for providing:

• Financial Invoice: Value Added Tax (VAT) invoice or sales invoice in accordance with applicable legal regulations (in physical form accompanying the goods or electronic form sent via email).
• Packing Slip: Detailing the quantity, category, and specifications of the goods to serve as a basis for verification upon delivery and receipt.
• Other Documents: Warranty cards, user manuals (if any).

b. Responsibilities of the Logistics Provider: During the delivery process, the shipping unit is responsible for providing:

• Shipping Documents: Waybills or consignment tracking codes confirming receipt of goods from the Seller.
• Proof of Delivery: Proof of successful delivery (Buyer's signature or confirmation photo) or a delivery handover record signed by all parties in cases of co-inspection.
• In Case of Unsuccessful Delivery: The shipping unit is responsible for preserving and fully returning the goods along with accompanying documents (invoices, packing slips) to the Seller, while confirming the status on the HAVAIANAS management system. The Seller is responsible for receiving these documents to perform accounting adjustment procedures or invoice cancellations according to tax laws.

c. Responsibilities of HAVAIANAS: HAVAIANAS is responsible for:

• Order Confirmation Notice: Sending an order confirmation email to the Buyer immediately after the transaction is established.
• Tracking Support: Allowing the Buyer and Seller to track order progress, delivery history, and related documents.
• Complaint Resolution: Receiving and coordinating between parties in the event of disputes related to missing or lost shipping documentation during transit.

HAVAIANAS commits to a maximum delivery timeframe serving as a basis for determining delay status and protecting Buyer rights (calculated from the time HAVAIANAS sends the order confirmation notification via email).

• For urban areas (Ho Chi Minh City and Hanoi City): The maximum delivery time is 03 working days.
• For other provinces and cities: The maximum delivery time is 06 working days.
• Special cases regarding delivery time (if any) will be clearly stated in the product details or via direct agreement with the Buyer at the time of ordering.

Monitoring and Verifying Delivery Delay Status: HAVAIANAS is responsible for managing and monitoring the order route through the following steps:

• Monitoring the shipping status of orders.
• Proactively reviewing orders that have exceeded the standard delivery timeframe but have not been updated with a successful delivery status by the shipping unit.
• Working directly with logistics providers to determine specific causes and requesting priority processing for interrupted orders.

Timely Notification to the Buyer: Immediately upon recording a delivery delay, HAVAIANAS will notify the Buyer:

• Notification Timeframe: Within 24 hours of determining that delivery cannot be made on schedule.
• Notification Method: Direct contact via mobile phone (call or SMS) or email based on information provided by the Buyer.
• Notification Content: Providing specific details regarding objective reasons for the delay, new estimated delivery time, and offering an apology to the Buyer.

Resolving Buyer Rights

HAVAIANAS ensures the Buyer maintains full control over the order in the event of delivery delays:

• Right to Cancel: Upon receiving notification of a delivery delay, the Buyer has full right to choose whether to wait for delivery or request immediate cancellation of the order.
• Processing Procedure: In the event of a cancellation request due to delivery delay, customer service will process the cancellation on the Application without applying any penalty fees or shipping costs to the Buyer.
• Refunds: For prepaid orders, HAVAIANAS is responsible for refunding the full amount paid by the Buyer within 03 to 15 working days, depending on the payment method and the procedures of the relevant credit institution.

In the event that HAVAIANAS's delivery policy is amended or supplemented, HAVAIANAS will notify Sellers and Buyers of such changes by displaying a notice (banner) on the Platform home page at least 05 days prior to the effective date.

Continued use of HAVAIANAS's products and services by Sellers and Buyers constitutes acceptance of the updated delivery policy.