DELIVERY & SHIPPING POLICY
Shipping Methods
Lufina currently offers home delivery services through our in-house delivery team or via trusted third-party logistics partners (such as technology-based delivery platforms like Grab and XanhSM).
Geographical Limits & Shipping Fees
To ensure the best product quality upon delivery, Lufina currently serves within a maximum radius of 7 km from the dispatch location.
The shipping fee structure is applied as follows:
- Base fee: 19,000 VND for the first 2 km;
- Distance surcharge: From the 3rd km onwards, an additional 6,000 VND per km;
- Member benefits: Free delivery for Lufina members with orders from 350,000 VND or more;
- Shipping support: Delivery fees may be reduced when applying valid promotional vouchers from ongoing marketing campaigns.
Estimated Delivery Time
Estimated delivery time ranges from 30 minutes to 2 hours, depending on distance and real-time traffic conditions at the time of order placement.
In case of unforeseen circumstances or force majeure events (e.g., severe weather, traffic disruptions), Lufina will proactively notify customers regarding any adjustments to the delivery schedule.
If a delay occurs without prior notice, customers have the right to refuse the order and request a refund (for prepaid orders) in accordance with our policy.
Responsibility for Shipping Documentation
To ensure transparency in the delivery process, responsibilities for documentation are defined as follows:
- In-house delivery:
Lufina is responsible for providing all necessary documents, including sales invoices or delivery notes, attached to the order for customer verification upon receipt. - Third-party logistics:
Lufina is responsible for proper packaging and providing all required documents (invoice, delivery note) to the shipping partner.
The logistics provider is responsible for maintaining the integrity of the goods and delivering all accompanying documents to the customer.
Customer Responsibilities Upon Delivery
Upon receiving the order, customers are advised to carefully inspect the external condition of the package, product quantity, and details together with the delivery staff.
If any issues are found (e.g., damaged packaging, deformation, or incorrect items), customers have the right to:
- Refuse the delivery;
- Request the delivery staff to confirm the issue;
- Contact Lufina’s Customer Service team immediately for prompt assistance.