Terms & Conditions

KIỀU Terms & Conditions

1. Introduction

These Terms & Conditions govern the use of KIỀU’s website and the purchase of products. By accessing or purchasing from KIỀU, customers agree to these Terms.

2. Business Identity

KIỀU is a curated platform dedicated to showcasing and celebrating Vietnamese fashion brands. We provide customers with access to products from independent designers and labels, carefully selected for their quality, creativity, and cultural significance. Our role is to connect customers with these brands through a unified retail experience, while supporting the growth of the designers and the communities they represent.

3. Ordering & Payment

  • Accepted payment methods: [Credit/Debit cards, Apple Pay, Google Pay, Shop Pay, PayPal].
  • All prices are listed in AUD. Currency conversions may apply for international customers.
  • Orders are confirmed once payment is received.

3A. Customer Responsibilities

By using this website and/or placing an order, you agree:

  • To use the website only for genuine enquiries and legitimate purchases.
  • Not to place speculative, false, or fraudulent orders. If KIỀU reasonably believes such an order has been made, we reserve the right to cancel it and may notify the relevant authorities.
  • To provide accurate and complete contact details (including email, postal address, and phone number) and acknowledge that KIỀU may use these details to communicate with you if necessary, in accordance with our Privacy Policy.
  • That failure to provide all required information may prevent KIỀU from fulfilling your order.
  • By placing an order, you confirm that you are at least 18 years old and legally capable of entering into binding contracts.

4. Shipping & Delivery

  • KIỀU ships domestically within Australia and internationally.
  • Estimated delivery times are provided at checkout but may vary.
  • Stated delivery times are estimates only and not guaranteed.
  • KIỀU is not responsible for incorrectly entered delivery addresses.
  • Customers are responsible for customs duties, taxes, or import fees.

5. Returns

  • Returns and exchanges are not available for change‑of‑mind purchases.
  • Returns or exchanges will only be provided where products are faulty or damaged, in line with Australian Consumer Law.
  • If you wish to return an item due to faults, you must notify KIỀU by email within 48 hours of receiving your order.
  • The item must then be posted back to KIỀU within 7 days of delivery. Returns posted after this timeframe will not be accepted.
  • Items must be unworn, unused, unwashed and in their original condition with tags attached.
  • For the purposes of this policy, a product is considered faulty if it is materially defective, damaged, or does not function as intended. Minor variations, natural characteristics of artisanal production, or small imperfections (such as loose threads or slight colour differences) do not constitute faults and are not eligible for refund or exchange.
  • Sale items and items purchased during a flash sale can only be returned for a store credit, unless marked ‘final sale’. Final sale items are not eligible for return under any circumstances.
  • We cannot accept returned items that have been marked, worn, or damaged. For hygiene reasons, swimwear and underwear cannot be returned unless assessed and deemed faulty.
  • Return shipping fees are the responsibility of the customer. KIỀU does not cover the cost of return postage.
  • The original shipping fee paid at checkout is non‑refundable, even if the order is returned.
  • Refunds will only be processed to the original payment method once the returned item has been received and inspected.

6. Product Availability

  • All orders are subject to product availability.
  • In the event of supply difficulties or if an item is no longer in stock, KIỀU reserves the right to provide information about substitute products that may be available for purchase.
  • If you choose not to order the substitute product, KIỀU will refund any payments you have already made for the unavailable item.

7. Product Information

  • KIỀU strives for accuracy in product descriptions and images.
  • Slight variations may occur due to handmade or artisanal production.

8. Listing Errors

  • In the event that a product is listed at an incorrect price or with inaccurate information, KIỀU reserves the right to refuse or cancel any orders placed for that product, regardless of whether the order has been confirmed or payment has been processed.
  • This clause is provided for clarification and does not limit KIỀU’s general rights to refuse or cancel orders at our discretion.

9. Intellectual Property

  • All content on KIỀU’s website (images, text, branding) is owned by KIỀU and protected under copyright law.
  • Unauthorized use is prohibited.

10. Liability

  • KIỀU is not liable for any loss or damage caused by this website or any website linked to or from it.
  • KIỀU is not liable for any failure to accept an order, deliver a product, or for late or lost deliveries.
  • Liability is limited to the maximum extent permitted by law.

11. Warranties

  • Except where expressly stated, KIỀU makes no warranties or representations regarding products.
  • To the maximum extent permitted by law, any implied warranties are limited to repair or replacement of the product (at KIỀU’s option).
  • If repair or replacement is not possible, a refund will be issued for any faulty items.

12. Governing Law

  • These Terms are governed by the laws of Victoria, Australia.
  • Disputes will be resolved in Australian courts.

13. Changes to Terms

  • KIỀU reserves the right to update these Terms at any time.
  • Updates will be posted on the website and effective immediately.