At Macrya, we take great pride in the quality of our handcrafted macramé products. If you are not entirely satisfied with your purchase, we are here to help you resolve the issue as quickly as possible.

1. Reporting & Return Timelines

To be eligible for a refund or exchange, please adhere to the following timeframes:

  • Reporting Period: Any issues regarding defects, damage, or incorrect items must be reported to us within 3–5 business days of receiving your package.

  • Return Window (Physical Arrival):

    • Vietnam Orders: The returned items must reach our workshop within 14 days from the date you received the order.

    • International Orders: The returned items must reach our workshop within 30 days from the date you received the order.

2. Eligibility for Returns

To ensure your return is accepted, please ensure:

  • Items are unused, unwashed, and in the same condition as when you received them.

  • Items are returned in their original packaging.

  • Customized/Personalized Items: Due to the nature of these products, we do not accept returns or refunds for custom orders unless they arrive damaged or defective.

3. Return Shipping Costs

  • Defective, Damaged, or Incorrect Items: Macrya will cover all return shipping costs. We will provide a prepaid shipping label or reimburse your shipping receipt.

  • Change of Mind: If you wish to return an item due to a change of mind or selecting the wrong size/color, you (the customer) are responsible for the return shipping costs. Please note that original shipping fees are non-refundable.

4. Refund Methods

Refunds are processed based on your original payment method:

  • Vietnam Orders (COD): As these are paid via cash on delivery, refunds will be issued via Bank Transfer. Once your return is inspected, we will request your bank details and process the payment within 3–5 business days.

  • International Orders (PayPal / Visa / Credit Card): Refunds will be automatically credited back to your original method of payment. Please allow 7–10 business days for the credit to appear on your statement, depending on your bank’s processing time.

5. How to Initiate a Return

To start a return process, please contact us via one of the following channels:

  1. Live Chat: Use the chat icon located at the bottom of our website for immediate assistance.

  2. Email: Send your order number and clear photos/videos of the item to support@macrya.com.

Return Shipping Address:

  • Recipient: Nguyen Thi Cam Chau

  • Address 2: A4 Building, Vung Thung Apartment, Duong Van Nga St., Son Tra Ward, Da Nang, Viet Nam.

  • Zip Code: 50000

  • Phone: (+84) 934917241

6. Late or Missing Refunds

If you have not received your refund within the expected timeframe:

  1. Double-check your bank account or PayPal activity.

  2. Contact your credit card company or bank; it may take some time before a refund is officially posted to your account.

  3. If you have completed these steps and still have not received your refund, please contact us at support@macrya.com.