FREQUENTLY ASKED QUESTIONS

Membership
PAYMENT & INQUIRIES
DELIVERY & SHIPPING
ALTERATIONS & REFUNDS
MEASUREMENT & CUSTOMIZATION
PRIVACY POLICIES

 

 

Membership

How can I apply membership to become a member?

Becoming a member is easy. Just go to A Dong Silk website home page www.adongsilk.com, and click the link of "Sign in" at the top right hand side of the page. Then click "Register"

 

There are two ways to become a member:
1. Register and create an account by providing a user name, email, and information related to the bill,
OR
2. Choose the fabric and style first, and then register an account to execute purchase order.

 

After an account has been created and you add information to the account, a customer service letter will be sent to you immediately.

 

 

 

I lost my password. How do I sign in?

If you forget your account password, click the link below and we will send you an e-mail with instructions on how to reset your password. If you do not receive our email within 24 hours, check your email program spam folder.

 

To reset your password now, click here.

 

If you do not receive a password email (and it is not in your spam folder) or there is no link in the email, please contact us by email This e-mail address is being protected from spambots. You need JavaScript enabled to view it

 

Delivery & Shipping

How long does it take for my order to be done?

All of our garments are hand-crafted and is delivered within two days at our store and to any part of the world within 4 weeks. Learn more about the shipping policy.

 

 

What shipping options do you offer?

A Dong Silk currently offers three shipping options for worldwide shipping:

  • Vietnam standard post
  • DHL

 

How can I know about the order status?

Your order status can be at any of the three different stages:

  • Pending: when payment has not arrived yet
  • Awaiting measurement: Reviewing your measurement and approving your order. If we find anything wrong with your measurements or anything amiss, we shall contact you.
  • In production: your order is in progress, between production line and ready for shipment. This means that the purchase order is complete and will be packed and sent to you shortly. We will inform you of the shipping information accordingly.
 
Measurement & Customization

I am your existing customer. Do I have to get measurement when I buy something new?

No. We have all your measurement on file. So, if you want to order more, you should sign in your account to choose the style and fabric and re-check your measurement.

 

If you want to change your measurement, just send us an email with your full information and we will edit/change. We will update your measurement accordingly.

 

 

How can I feel the fabrics?

We have analysis label on fabric. So, if you are our resellers, we will send the swatches for your reference.

 

 

Can I change to other fabric after I order?

Yes, only if your purchase order has not started yet. We can change to a different fabric or style if required.

 

 

Do I need to worry about shrinkage? 

Your clothes will be warranted for 3 months in case of:

  1. Fading color
  2. Unstitching
  3. Shrinking
  4. Bubbling

 

Payment & Inquiries

What type of cards do you accept online payment?

We accept international cards (credit/ debit/ prepaid) such as Visa, MasterCard, AmEx and JCB.

 

 

Do I need to register online function for card with bank?

To make online payments, you must register the payment facility with your bank. Some banks do not automatically activate this function for any issued card.

 

Kindly contact your Card Issuing Bank.

 

 

Why was my payment rejected?

There are many reasons for failed transaction, such as:

  • Online payment service is not registered at your bank yet
  • Insufficient funds in your bank account
  • Incorrect card number
  • For Visa, MasterCard: During the payment process flow, you are asked to enter security verification code by Visa or MasterCard, but you did not complete this authentication step. You should contact your Card-issuing Bank. (Phone number displayed on the back of card)

 

What is about Onepay?

All popular international cards such as Visa, MasterCard, American Express, JCB are easily paid with OnePay – the official online payment provider in Vietnam by Mastercard International.

 

The OnePay is a joint venture of the Vietnam Commercial Bank (Vietcombank) and Mastercard International. It is payment system provider specializing in the following technology solutions and services for Vietnam.

  • Electronic Payment Gateway
  • Merchant payment solutions and services
  • Pre-paid Card solution and services

After submitting your payment, customer shall receive a transaction confirmation within five seconds.

 
Alterations & refunds

What do I do if the clothes do not fit?

Please send us an email describing the problem with your clothes providing as muc details you can. We encourage you to take advantage of our "Satisfaction Policy" to ensure that you get the great fitting clothes.

 

 

Where should I get my clothing altered?

You can send your clothes back to us for alterations with recommendations on alterations. There will be no charge for alterations. Contact us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it with any questions on warranty policy.

 

 

Under what circumstance I can get a refund on the credit card account?

According to the Rules of Card Association, the maximum time taken to receive a refund is 30 days, upon approval of the refund. So far, a refund is done within 10 days.


We shall confirm the refund by email.

 
Privacy Policies

What is personal information?

"Personal information" is information that you provide to us that personally identifies you, such as your name, email address, location, billing, or other data which can be reasonably linked to such information by A Dong Silk.

 

 

Protecting Personal Information

You may access our services by signing up a personal account at A Dong Silk and providing us with personal information (name, email address and password). This account information is to identify you whenever you access A Dong Silk services. We shall protect your account information from unauthorized access by others. We may share personal information among our various services in order to customize content and enhance our services for you. No account information is shared with any external parties other than A Dong Silk except as specified in the Privacy Policy or with your consent.

 

 

Does A Dong Silk share the customer listing with other companies?

A Dong Silk is responsible for all personal information that customers register with us. We commit to handle this information with integrity and in accordance with existing laws. In order to place an order with us customer must register a name, email and delivery address. The email and delivery addresses customer provided to us shall be used for order delivery and customer service purposes only. No other third party will get access to customer personal information.

 

If you have any additional questions or other concerns, please do not hesitate to submit inquiries via the form below:

Contact Form













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