Order Terms

This page summarises the terms shown at checkout. It does not replace our full policies, which prevail in case of any discrepancy.

SHIPPING & DELIVERY

Domestic orders are processed within 1–3 business days. International orders require up to 7 business days before dispatch, with tracking provided within 1–3 business days after shipment. Pre-order pieces are custom-crafted and require 15–30 business days of production before shipping; production time is separate from transit time.

Estimated transit times range from 1–3 business days within Vietnam to 16–18 business days for certain European destinations. Delays may occur due to customs clearance, incorrect addresses, weather, or carrier issues.

IMPORT DUTIES

Import duties, taxes, and customs handling fees are assessed by your local customs authority and are payable by the recipient. Packages refused or abandoned due to unpaid customs fees are not eligible for refund.

ORDER CANCELLATION

International orders may be cancelled within 24 hours of the order confirmation email, provided the order has not been dispatched. Pre-orders may be cancelled within 24 hours of confirmation; once production commences, cancellation is no longer possible. Send cancellation requests to contact@bupbes.com with the subject line "Order Cancellation – [order number]". Approved cancellations are refunded in full to the original payment method.

RETURNS & REFUNDS

Returns and refunds are accepted only for manufacturing defects or incorrect items shipped in error. To qualify, you must record an unedited unboxing video showing the outer box, shipping label, and item condition, and submit your claim within 3 calendar days of delivery. All tags, labels, and packaging must remain intact.

We do not accept international returns for incorrect size selection, fit or aesthetic preference, or change of mind.

EXCHANGES (DOMESTIC ORDERS)

Domestic orders may be exchanged for a different size or product within 3 calendar days of delivery, subject to stock availability. Items must be unworn, unwashed, with all original tags and packaging. Exchanges are permitted for items of equal or greater value; no refund is issued where the replacement is of lesser value. Return and redelivery shipping is borne by the customer, except for manufacturing defects or incorrect items. Each order is eligible for up to two exchanges.

PAYMENT

We accept PayPal and OnePAY (VISA, MasterCard, JCB, American Express, UnionPay, domestic ATM cards, internet banking, and VietQR). All transactions are encrypted via SSL/TLS and processed by PCI-DSS Level 1 compliant partners. We do not store card numbers, CVV codes, or banking credentials.

Refunds are credited to the original payment method. Processing times: PayPal 1–3 business days; domestic cards and QR 3–7 business days; international cards 7–15 business days.

COMPLAINTS

Submit complaints to contact@bupbes.com or via Instagram @bup_bes with your order number and supporting evidence. We acknowledge receipt within 24 hours and issue a formal response within 1–3 business days. Unresolved disputes may be escalated to the Vietnam Competition and Consumer Authority (MOIT) or a competent Vietnamese court.

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