Shipping policy

1. Order Processing Time
We pride ourselves on efficient order handling. All orders placed on our Shopify store are processed within 1-3 business days (Monday through Friday, excluding Vietnamese public holidays). During peak seasons or promotional periods, processing times may be slightly extended. We will notify you of any significant delays via the email address you provided.

2. Shipping Methods and Carriers
To ensure safe and timely delivery across Vietnam, we partner with reputable logistics providers, including Vietnam Post and other trusted courier services. Our shipping partners are selected based on their reliability and ability to handle delicate jewelry items with care.

3. Delivery Timeline

  • Standard Shipping: Generally, delivery takes between 3 to 7 business days from the date of shipment dispatch.

  • Express Shipping (If applicable): 1 to 3 business days.
    Please note that delivery times are estimates and are not guaranteed during extreme weather conditions or nationwide holiday closures.

4. Order Tracking
Once your order has been packed and handed over to the carrier, we will send you an automated dispatch confirmation email containing your unique tracking number and a link to monitor your shipment's journey. If you do not receive this email, please check your spam folder or contact us at helpdesk@otavioz.com.

5. Delivery Issues (Lost, Damaged, or Missing Items)
While we take every precaution to ensure your order arrives safely, unforeseen issues can arise.

  • Lost Packages: If your tracking information shows no update for over 14 days, or if the package is officially declared lost by the carrier, please reach out to us at helpdesk@otavioz.com. We will initiate an investigation with the courier and arrange for a replacement or full refund.

  • Damaged Items: If you receive a damaged package or a broken piece of jewelry, please take clear photos of the packaging and the damaged product immediately upon receipt. Contact us at helpdesk@otavioz.com within 48 hours of delivery so we can file a claim and resolve the issue for you.

  • Missing Items: If your order is incomplete, please contact us promptly at helpdesk@otavioz.com with your order number, and we will correct the error by shipping the missing item free of charge.

6. Contact Us
For urgent shipping inquiries or address corrections before your order ships, please contact our support team immediately via helpdesk@otavioz.com.