Return & Exchange

At DeTHEIA, we strive to ensure every order arrives in perfect condition. To support a smooth exchange or return process, we kindly recommend recording a video while unboxing your parcel. This helps protect both parties in the event of shipping damage or discrepancies.

Please inspect all items immediately upon receipt to ensure any concerns can be addressed within the eligible timeframe.

ELIGIBILITY FOR EXCHANGE / RETURN

We accept exchanges and returns for items purchased directly from DeTHEIA under the following conditions:

  • Requests must be submitted within 10 days of receiving the order.
  • The item must be purchased at full price (excluding first-time customer discount).
  • The item must not be altered, worn, washed, damaged, or custom-made.
  • All items must be returned in their original condition, including:
    • Original packaging
    • Tags and labels attached
    • Original purchase documentation

Once an exchange or return request is received, our team will respond within 48 business hours (excluding weekends and public holidays) and provide further instructions. Return shipment must be organized by DeTHEIA.

Round-trip shipping costs, transaction fees, duties, taxes, and administrative fees are the responsibility of the customer unless the item is confirmed defective or incorrect.

CUSTOM / ALTERED ORDERS

Custom-made, altered, or personalized items are non-refundable and non-returnable.

Where applicable, DeTHEIA may offer a one-time adjustment service for custom orders. Customers are responsible for all associated shipping costs.

DEFECTIVE OR INCORRECT ITEMS

We sincerely apologize if you receive a defective or incorrect item.

If you believe your item has a manufacturing defect, please contact us within the return eligibility period and you must provide:

  • Your order number
  • Clear photographs and video evidence of the unboxing process and defective details

Once the issue has been reviewed and confirmed by DeTHEIA, we will arrange an exchange, refund, or appropriate resolution at no additional cost to the customer.

Items may be considered defective if they contain manufacturing faults such as:

  • Broken zippers or fastenings
  • Significant stitching or construction faults
  • Noticeable fabric damage present upon delivery
  • Incorrect item, size, or color shipped

Please note the following are not considered defects:

  • Minor loose threads
  • Slight color variations due to lighting or screen display
  • Natural variations in fabric texture or handcrafted details
  • Damage caused by wear, improper handling, or incorrect care

All defective item claims are subject to inspection and approval by DeTHEIA.

 

ORDER CANCELLATION

Before Dispatch

Orders may be cancelled before shipment confirmation. However, payment processing fees and administrative charges may be deducted from the refund amount.

After Dispatch

Once an order has been dispatched from our warehouse, cancellations are no longer accepted.

PACKAGING REQUIREMENTS FOR RETURNS

To ensure items are protected during transit, please:


Step 1: Reuse the original DeTHEIA packaging. Seal carefully with quality tape to ensure safety during transit.

Step 2: Add a protective plastic wrap to protect against moisture and maintain product quality.

Step 3: Clearly mark "Return Goods – Clothing" on the package and shipping label (if applicable) to avoid unnecessary customs fees.

Return Address:

DETHEIA STORE
GARMENT 10 CORPORATION JSC
765A Nguyen Van Linh
Phuc Loi, Hanoi, 10000
Vietnam
Tel: (+84) 91 663 1188
Email: customercare@detheia.com

Step 4: Take photos of the package for reference in case verification is needed during transit.

Step 5: Notify DeTHEIA via email once your package is ready so we can arrange professional shipping services. To ensure the highest standards and avoid repeated custom and tax charges, PLEASE DO NOT select carriers or send packages directly. DeTHEIA will coordinate and monitor the entire shipping process to guarantee safe and accurate handling. Thank you. 

DeTHEIA reserves the right to refuse returns that do not meet the conditions outlined above.