RECEIPT AND RESOLUTION OF FEEDBACK, REQUESTS AND COMPLAINTS

Customers may submit feedback, support requests, or complaints through the following channels:

·         Email: support@margeeofficial.com

·         Hotline/WhatsApp: (+84) 974 775 984

·         The official contact form or messaging channels published on Margée Atelier’s website and social-media accounts.

To facilitate prompt handling, customers should provide their full name, contact details, order number, a description of the issue, the requested resolution, and relevant supporting documents. For missing, incorrect, defective, or damaged goods, customers should provide an unboxing video, photographs of the product and packaging, labels/tags, and the order-confirmation email.

Handling process:

1.      Receipt and acknowledgement: Margée Atelier will acknowledge receipt within three business days.

2.       Verification: Margée Atelier may request additional information, photographs, video, or return of the product for inspection.

3.     Proposed resolution: Depending on the circumstances, the resolution may include guidance, repair, exchange, replacement shipment, refund, or another solution agreed by both parties.

  Outcome: Margée Atelier aims to provide an initial resolution within seven business days after receiving complete information. Where product inspection or coordination with a carrier, OnePay, a bank, or another third party is required, processing may take longer and the customer will be informed.

Complaints concerning missing, incorrect, defective, or damaged goods should be submitted within 72 hours after the carrier records successful delivery. This period assists Margée Atelier in verifying the parcel condition and making a claim with the carrier; any mandatory consumer rights under applicable law remain unaffected.

Margée Atelier seeks to resolve complaints in good faith and through cooperation. If no agreement is reached, the parties may use mediation, arbitration, court proceedings, or a competent consumer-protection authority as permitted by applicable law.