Frequently Asked Questions

Orders & Purchases

1. Can I change or cancel my order after placing it?

Please contact us as soon as possible if you need to change or cancel your order. Cancellation requests can generally be made within 12 hours of placing your order. Once an order has been processed, personalized, or shipped, changes or cancellations may no longer be possible.

2. I entered the wrong shipping address. What should I do?

Please contact us immediately if you notice an incorrect shipping address. We may be able to update the address if your order has not yet been shipped.

We cannot guarantee changes after shipment and are not responsible for delivery problems caused by an incorrect or incomplete address provided by the customer.

3. Will I receive an order confirmation?

Yes. After your order is successfully placed, you will receive an order confirmation email with your order details.

If you do not receive it, please check your spam, junk, or promotions folder.

4. What payment methods do you accept?

We accept the payment methods available at checkout, which may include:

• Visa
• Mastercard
• American Express
• Discover
• PayPal

Available payment methods may vary depending on your location, currency, and payment provider.

Payments are processed securely through the applicable payment provider.

5. Where are your products made and shipped from?

Our products are handcrafted in Vietnam and shipped from Vietnam to customers in different countries.

Shipping carriers may vary depending on the destination, shipping method, and availability. Available carriers may include USPS, DHL, YunExpress, SingPost, or other appropriate international shipping providers.

Returns & Refunds

6. What is your return policy?

Eligible products can generally be returned within 30 days after you receive your order, subject to the conditions in our Refund & Return Policy. Personalized or engraved products are generally not eligible for return due to a change of mind or incorrect personalization information supplied by the customer, except where otherwise required by applicable law.

If your product arrives damaged, defective, or incorrectly made due to an error on our part, please contact us so we can review the issue and provide an appropriate resolution.

7. How do I start a return?

Please contact us at support@customshoehorn.com with your order number and the reason for your return.

Please wait for our return instructions before sending an item back.

8. Who pays for return shipping?

For eligible returns due to a change of mind, the customer is generally responsible for return shipping costs.

If the item is defective, damaged, incorrect, or the return is caused by an error on our part, we will review the situation and provide an appropriate resolution.

9. What if my item arrives damaged, defective, or incorrect?

Please contact us as soon as possible at support@customshoehorn.com and provide your order number and photos of the item and packaging.

We will review the issue and work with you to provide an appropriate solution.

10. Do you offer exchanges?

We do not normally offer direct exchanges.

If you need a different product, size, or style, you may return an eligible item according to our Refund & Return Policy and place a new order.

Shipping & Tracking

11. Will I have to pay import duties, customs fees, or VAT?

Import duties, customs fees, and VAT may apply depending on the destination country and local regulations. These charges are generally the responsibility of the customer unless otherwise stated at checkout. We do not control the amount or processing time of customs charges imposed by the destination country.

12. How long does shipping take?

Orders are normally processed within 1–3 business days.

Estimated delivery times vary by destination and shipping method. Please see our Shipping Policy and the delivery estimate shown at checkout for the most current information.

13. Will I receive a tracking number?

Yes. Once your order has been shipped, we will provide tracking information when available so that you can follow the progress of your delivery.

14. My tracking information hasn't been updated. Is this normal?

Yes. Tracking information may take some time to update, particularly when a package is traveling between countries or being transferred between carriers.

If your tracking information has not been updated for an extended period, please contact us with your order number and tracking number so we can assist you.

Personalized Products

15. Can I personalize my shoe horn?

Yes. Selected shoe horns can be personalized with names, initials, numbers, short messages, or other available engraving options.

Please carefully check your personalization information before placing your order.

16. What happens if I enter the wrong engraving information?

Customers are responsible for checking the spelling, names, initials, numbers, and other personalization information before completing their order.

Personalized products may not be eligible for return or cancellation due to incorrect information provided by the customer.

If we make an engraving error that differs from the information you submitted, please contact us so we can review the issue and provide an appropriate resolution.

Customer Support

17. How can I contact DvinGift?

You can contact us by email or through our Contact Us page.

DvinGift
Email: support@customshoehorn.com
Phone: +84 388551689
Address: KP Duong Loi, Tan Hong, Thi xa Tu Son, Bac Ninh 220000, Vietnam

We aim to respond to customer inquiries within 1–2 business days.