ONLINE SUPPORT METHODS

Last updated: July 31, 2026

This Policy sets out the online support methods available to customers when researching, purchasing, or using products or services provided by Vietnam Custom Leather Joint Stock Company (“VCL,” “we,” “us,” or “our”) through the website vcl.com.vn and VCL’s official contact channels.

VCL is committed to supporting customers in good faith, promptly, transparently, and within the scope of the products and services provided by VCL.

1. Scope of Online Support

VCL receives and provides online support for the following matters:

Product information consultation;
Advice regarding materials, colors, styles, sizes, and suitable options;
Consultation regarding in-stock, pre-order, made-to-measure, or personalized products;
Assistance with placing orders through the website vcl.com.vn;
Order status confirmation;
Quotation assistance;
Payment and payment confirmation assistance;
Delivery information assistance;
Instructions for inspecting goods upon receipt;
Product use, storage, care, and maintenance instructions;
Receipt of warranty, repair, maintenance, alteration, or restoration requests;
Receipt of feedback, requests, and complaints;
Return, exchange, and refund assistance in accordance with published policies;
Assistance regarding invoices, documents, and transactions; and
Assistance with customer accounts and the operation of the website.

2. Official Online Support Channels

Customers may contact VCL through the following official channels:

Website: vcl.com.vn
Telephone: 0329 336 332
Zalo: 0329 336 332
Email: vcl.store.official@gmail.com

VCL recommends that customers only use the official contact channels listed above to receive accurate assistance and protect their information.

VCL is not responsible for information, payment requests, links, accounts, or commitments provided through channels that are not part of VCL’s official system.

3. Website Support

Through the website vcl.com.vn, customers may:

View product information;
Learn about the brand’s story;
Review sales policies;
Submit consultation or contact requests;
Place orders online where the ordering function is available;
Track or request updates regarding an order;
Submit feedback, requests, or complaints; and
Review VCL’s notices, policies, and transaction conditions.

Information displayed on the website may be updated from time to time. Customers should review the latest information or contact VCL directly for confirmation before placing an order or making payment.

4. Telephone Support

Customers may call 0329 336 332 for prompt assistance with:

Product consultation;
Product availability checks;
Order confirmation;
Payment instructions;
Delivery assistance;
Submission of feedback, requests, and complaints; and
Urgent order-related matters.

During telephone support, VCL may request certain information necessary for verification, including:

Full name;
Telephone number used to place the order;
Order number;
Products purchased or being considered; and
The matter requiring assistance.

VCL does not request customers to provide bank account passwords, PINs, OTPs, or transaction verification codes over the telephone.

5. Zalo Support

Customers may contact VCL’s official Zalo account at 0329 336 332 to:

Send images of products for consultation;
Submit reference samples;
Discuss designs, materials, dimensions, or personalization content;
Provide measurements or made-to-measure requirements;
Receive quotations;
Confirm samples, colors, or order information;
Track order progress; and
Submit photographs or videos showing a product’s condition for warranty, repair, return, exchange, or complaint purposes.

VCL may retain important confirmations made through Zalo, including approved designs, measurements, personalization content, prices, deposits, completion times, or complaint resolutions, as a basis for fulfilling the order and for subsequent verification where necessary.

Customers should verify the official Zalo number before communicating or transferring funds.

6. Email Support

Customers may send an email to vcl.store.official@gmail.com for matters that require a written record, detailed discussion, or supporting documents, including:

Quotation requests;
Corporate or bulk orders;
Design, made-to-measure, or personalization requests;
Invoice requests;
Submission of payment documents;
Feedback, requests, and complaints;
Warranty, repair, return, exchange, or refund requests;
Personal data-related requests; and
Matters requiring written confirmation.

When sending an email, customers should provide a clear subject line and include complete contact information, the order number, a description of the required assistance, and relevant supporting documents, where applicable.

7. Support Through Social Media and Third-Party Platforms

Where VCL publishes official social media accounts or sales channels on third-party platforms, customers may contact VCL through those channels for initial consultation.

However, for important matters such as order confirmation, payment, returns, exchanges, refunds, complaints, warranties, or personal data requests, VCL may require customers to continue the communication through its official telephone, Zalo, email, or website channels to ensure accuracy and proper record retention.

Customers should exercise caution regarding impersonating accounts, unfamiliar links, and messages requesting payment or authentication codes.

8. Support Hours

VCL receives online support requests through the website, Zalo, and email at any time. However, responses and request processing are carried out during VCL’s business hours.

Normal support hours are:

Monday to Saturday: 8:00 a.m. to 5:00 p.m.
Sundays and public holidays: Requests will be received, with responses provided subject to actual availability.

For requests submitted outside business hours, VCL will endeavor to respond as soon as possible on the next working day.

Urgent requests relating to orders in transit, payments, or unexpected incidents may be prioritized depending on VCL’s actual operating capacity.

9. Estimated Response Times

Estimated response times are as follows:

Telephone or Zalo during business hours: As soon as reasonably possible;
Email: Normally within 24 to 48 working hours;
Standard quotation requests: Within one to three working days;
Quotation requests for complex made-to-measure, custom-crafted, or personalized products: Response time may be longer depending on the complexity of the request;
Feedback, requests, and complaints: Receipt will be acknowledged within 24 working hours; and
Return, exchange, warranty, repair, or refund requests: Processed in accordance with the corresponding policies published on the website.

These timeframes are estimates and may vary depending on the number of requests, the nature of the matter, product complexity, or cooperation from the relevant parties.

10. Information Customers Should Provide When Requesting Support

To enable VCL to provide prompt and accurate assistance, customers should provide:

Full name;
Telephone number;
Email address, where applicable;
Order number or transaction information;
Product name;
A description of the matter requiring assistance;
Relevant photographs, videos, receipts, or documents; and
The preferred request or resolution, where applicable.

For made-to-measure, personalized, or repair services, customers may also need to provide:

Measurements;
Reference samples;
Photographs of the current product;
Engraving, printing, embossing, or embroidery content;
Personalization placement;
Preferred materials, colors, or styles; and
A description of the defect or damage requiring attention.

Customers must ensure that the information provided is accurate, complete, and lawful.

11. Product Consultation Support

VCL assists customers in researching and selecting suitable products based on:

Intended use;
Personal style;
Size;
Material;
Color;
Estimated budget;
Purpose of purchase;
Gift requirements; and
Conditions of use and maintenance.

VCL’s advice is based on the information provided by the customer and VCL’s professional understanding of its products. Customers remain responsible for reviewing the product information, dimensions, price, and transaction conditions before confirming an order.

12. Support for Made-to-Measure and Personalized Products

For made-to-measure, custom-crafted, or personalized products, VCL may provide assistance with:

Style consultation;
Material selection;
Color selection;
Instructions for providing measurements;
Selection of engraving, printing, embossing, or embroidery placement;
Receipt of logos, images, or personalization content;
Provision of reference samples or descriptions;
Confirmation of specifications before production; and
Production progress updates.

Customers must carefully review and fully confirm all information before VCL begins production. Content confirmed by the customer through Zalo, email, the website, or written correspondence may be used as the basis for fulfilling the order.

13. Order Assistance

VCL assists customers throughout the ordering process, including:

Guidance on product selection;
Guidance on selecting dimensions, colors, and options;
Checking product availability;
Confirming prices and related fees;
Instructions for entering delivery information;
Instructions for using discount codes, where applicable;
Guidance on payment methods; and
Confirmation of order information before processing.

VCL may contact the customer to verify the order before accepting the transaction.

14. Payment Assistance

VCL assists customers with:

Available payment methods;
Confirmation of the amount payable;
Verification of bank transfer transactions;
Bank transfer description instructions;
Processing underpayments, overpayments, or duplicate payments;
Reconciling pending transactions;
Processing refund requests; and
Warnings regarding payment impersonation and fraud risks.

Customers should only make payments using information provided by VCL through its official channels.

VCL does not request customers to provide OTPs, bank passwords, PINs, card security codes, or bank account login information.

15. Delivery Assistance

VCL assists customers with:

Estimated delivery times;
Delivery fees;
Delivery service providers;
Changes to the delivery address where still practicable;
Tracking delivery status;
Handling unsuccessful deliveries;
Handling incorrect, incomplete, or damaged deliveries; and
Instructions for inspecting goods upon receipt.

Customers must provide accurate delivery information and monitor their telephone during the delivery period.

16. Warranty, Repair, Maintenance, and Restoration Assistance

VCL receives support requests relating to:

Manufacturing defects;
Technical defects;
Damage occurring during use;
Repair requirements;
Maintenance, cleaning, or restoration requirements;
Size alterations;
Accessory replacement; and
Product care and maintenance advice.

To receive assistance, customers should provide photographs or videos showing the product’s condition, the order number, and a detailed description of the issue.

VCL will assess whether the matter can be handled and inform the customer of the proposed resolution, timeframe, and applicable costs, where any.

17. Return, Exchange, and Refund Assistance

VCL receives return, exchange, and refund requests in accordance with the policies published on the website.

When requesting return, exchange, or refund assistance, customers should provide:

Order number;
Photographs or videos of the product;
Reason for the return or exchange;
Condition of the packaging, labels, tags, and accessories;
Proof of payment; and
Refund account information where the refund request has been approved.

VCL will review and process the request in accordance with its Delivery, Return, Exchange, and Refund Policy.

18. Feedback, Request, and Complaint Support

VCL receives feedback, requests, and complaints through:

Telephone;
Zalo;
Email;
The website; and
Written correspondence sent to VCL’s registered office.

Feedback, requests, and complaints will be processed in accordance with the Procedures for Receiving and Resolving Feedback, Requests, and Complaints published on the website vcl.com.vn.

19. Personal Data Support

Customers may contact VCL to exercise rights or submit requests relating to personal data, including:

Requests for information about data-processing activities;
Requests to access personal data;
Requests to correct personal data;
Requests to delete personal data;
Withdrawal of consent;
Requests to stop receiving marketing communications; and
Feedback or complaints regarding the processing of personal data.

Such requests will be processed in accordance with VCL’s Information Privacy and Personal Data Protection Policy.

20. Retention of Support Communications

To ensure service quality and maintain records for verification where necessary, VCL may retain:

Zalo communications;
Emails;
Call history or support notes;
Photographs, videos, or documents submitted by customers;
Information contained in support requests;
Processing results; and
Confirmations relating to orders, designs, measurements, or proposed resolutions.

Customer information will be retained and processed in accordance with the Information Privacy and Personal Data Protection Policy published on the website.

21. Privacy and Security During Online Support

When using online support channels, customers should:

Not provide bank account passwords;
Not provide OTPs, PINs, or card security codes;
Not access unfamiliar links requesting bank account login information;
Not install remote-control software at the request of an unknown person;
Not transfer funds to an account that has not been confirmed by VCL;
Carefully verify VCL’s official telephone number, Zalo account, email address, and website; and
Immediately notify VCL upon discovering an impersonating account or suspicious request.

VCL is not responsible for damage arising where a customer voluntarily discloses confidential information or transfers funds in accordance with instructions from an impersonating channel that is not part of VCL’s official system.

22. Limitations of Online Support

VCL’s online support services are subject to certain limitations:

Certain matters require physical inspection of the product before a conclusion can be reached;
Repair quotations based on photographs are for reference only;
Colors, surfaces, and materials may be difficult to assess accurately through a screen;
Certain personalization requests require confirmation using physical samples or materials;
VCL cannot guarantee an immediate response at all times;
Certain requests must be handled in accordance with complaint, warranty, return, exchange, or refund procedures;
VCL does not provide legal, financial, medical, or other professional advice outside the scope of VCL’s products and services; and
VCL may refuse requests that are unlawful, inappropriate, or beyond its service capabilities.

23. Circumstances in Which VCL May Refuse or Suspend Support

VCL may refuse or suspend online support where the customer or person making contact:

Provides false information;
Impersonates another person;
Uses insulting, threatening, or harassing language;
Submits unlawful, offensive, or harmful content;
Requests VCL to perform an unlawful act;
Abuses the support process to commit fraud;
Repeatedly submits a request that has already been resolved without providing new information;
Interferes with, damages, or unlawfully exploits the system;
Fails to cooperate in providing information necessary for verification; or
Engages in conduct that disrupts VCL’s normal operations.

Refusal or suspension of support in the above circumstances does not remove the customer’s lawful right to submit a written request or contact a competent authority in accordance with applicable law.

24. Support Outside Business Hours

Requests submitted outside business hours may be received through the website, Zalo, or email.

Such requests will be reviewed and responded to on the next working day or as soon as reasonably possible, subject to VCL’s operating capacity.

For matters relating to an order in transit, a payment incident, or another urgent issue, customers should contact VCL by telephone or Zalo to improve the likelihood of receiving timely assistance.

25. Support Language

VCL’s official support language is Vietnamese.

In certain circumstances, VCL may provide support in another language depending on staff availability when the request is received. However, VCL does not guarantee support in another language in all circumstances.

Where there is a difference in interpretation between language versions, the Vietnamese version will prevail unless otherwise agreed by the parties in writing.

26. Updates to Support Information

VCL may change, supplement, or adjust its support channels, support hours, and support methods to reflect its business operations from time to time.

Updated information will be published on the website vcl.com.vn or communicated through an appropriate official channel.

Customers should review the latest support information before making contact or carrying out an important transaction.

27. Contact Information

For all online support requests, please contact:

VIETNAM CUSTOM LEATHER JOINT STOCK COMPANY

Enterprise registration number: 0109354751
Registered office: No. 128, Alley 211 Khuong Trung, Phuong Liet Ward, Hanoi, Vietnam
Website: vcl.com.vn
Telephone: 0329 336 332
Zalo: 0329 336 332
Email: vcl.store.official@gmail.com