Complaint & Dispute Resolution

Last updated: September 11, 2026

Our resolution process

1. Acknowledgement
   We confirm receipt of your complaint within 24 business hours.
2. Verification
   We review the order history, fulfilment records, and any evidence you provide, and may ask follow-up questions. Return and refund requests are checked within 02 business days; other cases within 1–3 business days.
3. Resolution
   We propose a concrete resolution — normally a refund of the order concerned (full or partial) or another remedy consistent with our published policies — within 5–7 business days of receiving the complete information.
4. Closure
   Once you accept the proposed resolution, we carry it out and confirm completion by email. Approved refunds are issued to the original payment method within 7–14 days.

1. How to submit feedback, requests, or complaints

You may contact us through any of the following channels. All channels are free of charge for the customer:

• Email: [email protected] — received 24/7, answered within 24 business hours
• Phone: +84 961 068 507 (Mon–Fri, 07:00–17:00 (GMT+7))
• Messenger: https://www.facebook.com/people/Stitchmark/61594264921979/
• Contact page: /pages/contact-us — all official contact details in one place

2. Information to include in your complaint

• Your order number;
• The email address used to place the order;
• A clear description of the issue (for example: item not received, wrong item, product defect, transit damage, billing question);
• Photo or video evidence where relevant (product condition, packaging, shipping label, unboxing video).

3. If we cannot reach an agreement

If you are not satisfied with the proposed resolution, you may:

• Request an escalation review by replying to the resolution email — a senior team member will re-examine the case;
• Open a dispute through your payment provider (card issuer or PayPal) in accordance with their buyer-protection procedures;
• Refer the matter to the competent consumer-protection authority in your jurisdiction. We will cooperate fully with any such review.

4. Related policies

Complaints are assessed against our published Shipping Policy, Refund & Return Policy, Cancellation Policy, and Terms of Service.