CUSTOMER CARE

Ordering & Payment


What payment methods does L’USINE accept?


We accept the following methods of payment:
-    Online payment: Visa, MasterCard, JCB, local ATM card (we are currently unable to accept international bank cards that are issued outside of VN)
-    COD (cash on delivery)


What is the status of my order?


Once an order is placed, you will receive an order number and a confirmation email with your order summary. If you are a registered user, simply log in to your account. Guest users can click here and enter their phone number or email in the designated fields to check status of their order


Can I change an order after it has been placed?


We begin working on your order as soon as it is placed, so we are unable to make any changes or modification to an order after it has been confirmed.


How do I track my order?


To track your order, please click here and enter your email or phone number. You will then be able to view your order and shipping details.
Shipping Info
Your order will be shipped via a Standard Service. Orders over VND500.000 will not be charged the Standard Shipping Fee. Orders will be processed within 2-3 days and shipped to you within 3-5 working days, depending on your shipping address.


Returns & Exchanges


What is L’USINE’s Return Policy?


You can return any unworn, unwashed or defective merchandise and exchange the item for the same item in a different size or color, within 14 days of receiving your original order by:
-    Prepaid by smart label
-    Return to L’USINE store, click here for directions
The goods are your responsibility until they arrive at our warehouse, so please make sure they’re packed properly and can’t get damaged on the way. All goods will be inspected upon return, we try hard to accept all returns, but in unlikely event that an item is returned to us in unsuitable condition, we may have to send it back to you.
We are not responsible for any items that are returned to us by mistake.
In case you don’t find the Return and Exchange form and label enclosed with your order, please click here to download the form
Returns or exchanges will be refunded only via the bank account which you provided on the Returns Form, so please note that you are responsible for the accuracy of bank information. Any charges incurred by incorrect information are not L’USINE’s responsibility.
Please send the form back to us with the item/s in their original condition, attach all invoices, accessories and free-gifts (if any).


What are my return & exchange options?


Please keep in mind that any shipping fees associated with return or exchange of merchandise is the responsibility of the customer and thus will not be reimbursed.


1.    Use your free prepaid SmartLabel?


•    Fill out the Return Form on your package
•    Place in a securely sealed package along with your item(s)
•    Stick the the return label on the outside of your package
•    Drop your package off at any Giaohangnhanh Express Agency, click here for directions
•    Postage is not required


2.    Returns Without a prepaid SmartLabel?


•    Fill out your Return Form and place it in your secure shipping package
•    Ensure there are no other shipping or tracking labels attached to your package
•    Make sure you use a postal service with a tracking number that insures you for the value of the items you are returning and obtain proof of posting. Please note: L’USINE is not responsible for any returns that are lost or stolen while in transit
•    Mail your return to:
Ho Chi Minh City warehouse: 135/12 Tran Hung Dao, Cau Ong Lanh Ward, District 1, HCMC


3.    Return to your nearest L’USINE


L’USINE will gladly accept your return. Your return must be accompanied with the return form
•    Fill out the Return Form and put it inside the package
•    Seal your package with the original condition
•    Take the parcel to your nearest L’Usine – see below or you can click here for directions
1st Floor, 151/1 Dong Khoi, Ben Nghe Ward, District 1, Ho Chi Minh City, Vietnam
70B Le Loi, Ben Thanh Ward, District 1, Ho Chi Minh City, Vietnam


How long will it take for my return or exchange to process?


Please allow 2-3 weeks from the time you mail your return/exchange for it to be processed, we will email you once it is processed.


Do you offer price adjustments?


If your order was processed with a discount, you will be refunded for the amount that you paid (shipping fee not included)
Shop.lusinespace.com is unable to grant price adjustments for purchases made in retail stores.


How do I track a pre-paid return?


Please click here and enter the tracking number found on the proof of postage receipt to track your pre-paid return.
If you no longer keep the tracking number and would like to track your return, please contact us for assistance. Please allow 1 business day from the date you mailed your return for tracking information to become available, and 2-3 weeks for your return to be processed


I lost my Return and Exchange Form or Return Label– what do I do?


If you've lost your Return and Exchange Form, you can simply click here to download the form and print it out. If you need a new pre-paid Return Label, please contact Customer Support via email onlineshop@lusinespace.com or phone at +84 123 281 0888.


What if my product is damaged or defective?


If you receive a damaged or defective item, please contact us via hot line +84 123 281 0888 within 48 hours of receiving your delivery


Can I return an item I purchased in store?


Shop.lusinespace.com is unable to process returns for purchases made in retail stores. Please contact our stores for more information.


Frequently Asked Questions


How long will it take for my order to ship?


Most orders will ship out within 3-5 business day of ordering. Orders are subject to verification and approval before shipping and may take up to 48 hours to process.
Please note that we do not ship on Saturdays, Sundays or holidays. While we will do all we can to ensure your order is delivered on time, Shop.lusinespace.com cannot be held responsible for conditions beyond our control such as severe weather, service interruptions, etc.


Can I make changes to my order’s information after I place my order?


We start working on your order immediately, so we are unable to make any changes or modifications to an order after it has been placed.


How do I know if my order has been shipped?


Once your order has shipped, you will receive an email. If you are a registered user, simply log in to your account. Guest users must click here enter email or phone number to check the status of your order


How do I track my order?


To track your order, please click here and enter your email or phone number. You will then be able to view all of your order and shipping details.


Can I buy as a guest?


Buying as a Guest lets you try shopping on shop.lusinespace.com without registering as a L’USINE member. You need to provide your email, cellphone and shipping address to place an order.