MAI Chocolate
MAI Chocolate · Customer care

Mai Chocolate
policies

The principles that keep every order transparent, carefully handled and thoughtfully delivered from checkout to the moment it reaches your hands.

01

Privacy policy

MAI Chocolate collects the information needed when a customer contacts us or places an order. This may include name, telephone number, email address, delivery address and order-related details.

How information is used

  • To confirm, process and deliver orders.
  • To answer requests, provide support and resolve complaints.
  • To improve the customer experience, products and services.
  • To share offers only when the customer has agreed to receive them.

Storage and disclosure

Information is protected within Mai Chocolate’s operating systems and is disclosed only to relevant parties such as delivery partners, necessary service providers or competent authorities where required by law. Mai Chocolate does not sell personal information to third parties.

Your rights

Customers may ask to review, correct or delete their personal information by contacting Ms. Liên Huỳnh. Reports of misuse will be verified and answered within 48 business hours at the latest.

Adapted from the Privacy Policy published on maichocolate.com.vn.

02

Delivery policy

Mai Chocolate contacts the customer using the telephone number on the order to confirm products, address and delivery time. Customers may choose delivery or arrange collection at the store.

  • Nationwide delivery within Vietnam.
  • Products are carefully packed to reduce the risk of damage in transit.
  • Shipping support may vary by area and order value; the exact fee is confirmed before the order is finalised.
  • On receipt, customers should check the quantity, products and packaging against the confirmed order.
If a parcel appears broken, damaged or incorrect, please photograph it at the time of receipt and contact Mai Chocolate immediately for support.

Adapted from the Delivery Policy published on maichocolate.com.vn.

03

Payment policy

Once Mai Chocolate has confirmed an order, customers may choose from the following methods:

  • Cash on delivery (COD) for orders with a total value of no more than 1,000,000₫.
  • Bank transfer using the account details supplied by Mai Chocolate when the order is confirmed.
  • Payment in person when collecting from the store.
Made-to-order products: a deposit of 30–50% of the order value is required. The transfer note should include the order code and customer telephone number. Transfer funds only to an account confirmed directly by Ms. Liên.

Adapted from the Payment Policy published on maichocolate.com.vn.

04

Quality commitment

MAI Chocolate is committed to protecting quality in every batch:

  • Chocolate is handcrafted.
  • Selected cacao ingredients are used.
  • No harmful preservatives are used.
  • Products are freshly made in batches.
  • Food safety and hygiene requirements are followed during production and packing.

Adapted from the Quality Commitment published on maichocolate.com.vn.

05

Offers & order changes

Offers

  • Volume-based discounts.
  • Made-to-order production.
  • Corporate, event and wedding gifting solutions.
  • Corporate logo printing, subject to the conditions of each order.

Order changes

Customers may request changes to the address, delivery time or recipient details before an order moves to delivery. Changes to products or fulfilment may alter the total payable amount; Mai Chocolate will confirm any difference before proceeding.

Refunds and complaints

If an amended order has a lower value, the estimated refund time is 2–7 business days depending on the payment method and bank. For incorrect, incomplete, misdirected or damaged orders, please provide the order code, telephone number and photographs so Mai Chocolate can investigate.

Support hours: 10:00–22:00 daily via Ms. Liên Huỳnh · Sales Manager.

Adapted from the Offers and Order Changes Policy published on maichocolate.com.vn.