1. Scope of Complaints

Rakkiu accepts and processes grievances regarding:

  • Incorrect items delivered (wrong style, size, color, classification, or quantity).
  • Garments with tears, stains, material flaws, or severe damage incurred during transit.
  • Manufacturing technical flaws arising under normal usage.
  • Delayed shipments, lost packages, or un-updated delivery status.
  • Payment, refund, exchange, warranty, or post-sales service issues.

2. Submission Deadlines

  • Within 24 hours of delivery: For complaints regarding wrong items, missing items, transit damage, torn fabric, or tampered packaging.
  • Within 02 days of delivery: For style, sizing, color, or accessory discrepancies.
  • Within warranty period: For technical manufacturing defects.

3. Contact Channels

  • Hotline: 0835737686
  • Email: Rakkiu.official@gmail.com
  • Website: https://rakkiu.com
  • Address: No. 17, Alley 25, Trieu Viet Vuong Street, Nguyen Du Ward, Hai Ba Trung District, Hanoi City, Vietnam

4. Required Information

Customers should provide:

  • Full name and phone number used for ordering.
  • Order ID or tracking number.
  • Specific issue description and requested resolution.
  • Clear photos/videos of product, tags, and original packaging.
  • Unboxing video (uninterrupted from seal breaking to product inspection).

5. Resolution Workflow

  1. Receipt: Log details via official contact channels.
  2. Data Verification: Cross-check order ID, product, delivery timestamp, payment details.
  3. Evidence Assessment: Review photos, videos, package status, and courier logs.
  4. Resolution Proposal: Notify customer of suitable support options.
  5. Execution: Execute size swap, product replacement, missing item dispatch, repair, or refund as applicable.

6. Processing Timeframe

  • Initial Response: Within 24–48 business hours.
  • Verification: 02–05 business days depending on complexity.