Complaints Policy

How to reach us

• Email: customers@houseofabyss.com (online, received 24/7).
• Contact form: houseofabyss.com/en/contact (online, received 24/7).
• Return requests from your order page on the website (online).
• Phone: 0903458686, Monday – Friday 9:00 – 18:00, Saturday – Sunday 10:00 – 17:00.
• Post to the seller's address: 1518, CT5-X2, Bắc Linh Đàm, Hoàng Liệt, Hà Nội.

Steps

• Step 1. You contact us through any channel above, with your order number (if any), a description of the problem, and photos or video if you have them.
• Step 2. We reply to confirm we have it and tell you the expected time to resolve it. Return requests made on the website are confirmed automatically by email.
• Step 3. We look into it, checking the order, the Viettel Post tracking history and the payment. If we need more information, we'll ask you.
• Step 4. We propose a resolution (exchange, return and refund, re-delivery, a correction, or an explanation) and carry it out as soon as you agree.
• Step 5. We confirm the outcome with you by email or phone and close the request.

Response and resolution times

First response: within 24 working hours of receiving it. Expected resolution times by kind of problem:

• Defective item, wrong design or size: a proposed resolution within 3 working days; exchange or refund under the Returns & Refunds policy.
• Late, lost or damaged delivery: a status update within 2 working days; re-delivery or refund within 7 working days once the parcel is confirmed lost or damaged.
• Payment (transfer made but order not confirmed, transfer made after the order was cancelled, too little or too much transferred): checked within 1 working day; refunded by bank transfer to the account you give us, within 3–5 working days once confirmed.
• Personal data: handled under the Privacy Policy, within the time limits set by personal data protection law.
• Anything else: resolved within 7 working days at most.

Tools that help

• Order tracking on the website (houseofabyss.com/en/track-order): order status and the Viettel Post tracking number.
• Order history in your account, the return request number on each order, and a page for each return request (status, return tracking number, return label).
• Automatic payment matching: transfers made with the order's QR code (note starting with SEVQR and the order number) are recorded and matched to the order.
• Order confirmation and status emails.

If you don't agree with the outcome

Both sides first try to settle it by negotiation or mediation. If that fails, you can take it to the state consumer protection authority, the Hà Nội Department of Industry and Trade, or a competent court under Vietnamese law.