Frequently asked questions

We check your order against our stock, then send a confirmation email within one working day, with the receipt and every detail of the order. The contract exists once that email is sent.

You may cancel an order at no cost at any time before the parcel leaves, by writing to [email protected] with the order code, and anything you have paid is returned in full. Once the parcel has left, the returns policy applies.

The price includes any tax due, and standard delivery within Vietnam is free. Nothing is added after the order unless you ask for Nasco Express, and we tell you the amount before you pay it.

Conditions and limits

Sizes run from S to L. This site sells to adults.

Our registered details are below:

Trading as

Morela

Email

[email protected]

Data requests

[email protected]

Your rights and duties

You give accurate delivery details and a phone number that is answered.

You pay in the way you chose, within the time the payment policy gives.

You may return a garment under the returns policy, and complain under the customer service page. Morela always complies with Vietnam's Law on Protection of Consumers' Rights.

Morela's rights and duties

Morela sends the garment you ordered, in the colour and size you chose, as described on its page, within the time stated.

Morela keeps your details under the privacy policy and uses them for the order only.

Morela may refuse an order it cannot fill or deliver. It says so by email and returns anything paid.

Morela answers complaints within the times on the customer service page.

Vietnamese law governs these terms. If something is wrong, Morela would like to hear it first. If it cannot be settled that way, a Vietnamese court decides.

Two ways to pay: bank transfer, or cash on delivery with a deposit.

Bank transfer

The total is paid now by bank transfer. The checkout shows a VietQR code with the amount and the order code filled in: you scan it in your banking app, or type in the bank, the account number and the transfer note it shows.

Please leave the transfer note as it is. It is how the payment is matched to your order.

We ship once the payment is verified. If the money has not reached us within 24 hours of the confirmation email, we cancel the order.

Cash on delivery

You pay the courier in cash when the garment arrives.

You pay a deposit of 1,000,000 VND per garment now by VietQR, and the rest to the courier. The deposit is part of the price, not a charge on top of it. The parcel leaves once the deposit has arrived.

The deposit is returned in full when Morela cannot fill or deliver the order, and when a garment is returned under the returns policy. If a parcel is refused at the door for a reason outside the returns policy, the deposit goes to the courier's costs for the journey both ways, and whatever is left of it is returned to you.

Morela refunds by bank transfer to the account the payment came from, within seven days of the day the refund is agreed. A refund is agreed when an order is cancelled before the parcel leaves, when Morela cannot fill or deliver it, or when a returned garment has arrived and been checked.

Cash paid to the courier is refunded by transfer to the account you name. There is no refund in cash.

We deliver anywhere in Vietnam, from Ho Chi Minh City. Orders can be shipped abroad: write first to [email protected] and the cost is quoted before the order is confirmed.

We use Viettel Post for standard delivery, and Nasco Express for accompanied delivery, which usually takes a day and a half.

Viettel Post is free. Nasco Express costs extra. Because the amount depends on your parcel, we work it out after the order and email it to you. The QR code follows once you agree to it, and nothing is owed unless you do.

Every order is sent from stock and leaves within half a working day.

Counting that, Viettel Post takes one and a half to two and a half working days on most routes, and longer to remote provinces. Nasco Express usually takes a day and a half.

Tracking

When the parcel leaves, the courier's tracking code is sent to the email you gave.

Yes. The price shown is the price you pay: it includes any tax due, and standard delivery within Vietnam is free.

Orders shipped abroad are quoted with their shipping before the order is confirmed. You pay any duty or tax the destination country charges when the parcel arrives.

You may open the parcel and look at the garment with the courier there, before you pay. Trying it on waits until the courier has gone.

If the garment is not what you ordered or is damaged, you may refuse the parcel and write to us with the order code. The returns policy says what happens next.

A garment can be returned within seven days of delivery, for any reason, if it has only been tried on once and is complete.

Tried on at most: unwashed and unaltered, with its tags on and in its box.

1. Write to [email protected] with the order code, and say whether you want a refund or another size.
2. We reply within one working day with the return address.
3. Please send the garment back within seven days of that reply, in its box, with the order code inside.
4. When it arrives we check it and write to you within three working days.

When the garment is faulty or not what you ordered: Morela pays, and arranges the courier to collect it from you.

When you change your mind: you pay the return shipping, with any courier you like. The garment stays your responsibility until it reaches us, so use a tracked service and pack it well: it must arrive complete and undamaged.

An exchange is a return and a new garment in the other size, when that size is in stock. The new one is sent once the returned garment has arrived and been checked, and nothing more is charged.

After the seven days, Morela's own return window ends. A fault that was there when the garment was made is still ours under the law, so if one appears, please write to [email protected] with the order code and a photograph. Morela repairs the garment, or replaces it when a repair is not possible, and collects and returns it at its own cost.

Wear, washing and accidents are not faults in the making, though a repair can often still be made. Write to us, and the cost is quoted before any work begins.

You can write to [email protected] at any hour. We answer within one working day.

The steps of a complaint and the times are on the customer service page.