Shipping Policy

We ship nationwide through trusted partners including GHTK, GHN, Viettel Post... Some collections are available within Vietnam only, due to legal and logistical constraints.

Estimated delivery times:

• Ho Chi Minh City: 1–3 working days

• Other provinces: 3–7 working days

Shipping fees:

• Calculated separately and clearly shown at checkout.

• In the case of a product exchange: you cover the return shipping, we’ll cover the resending cost.

 

Exchange Conditions

We only accept product exchanges under the following conditions:

• The item has a technical defect from the crafting process (breakage, loose joints, structural errors)

• The item was damaged during shipping (cracks, major scratches, deformation)

• The item is incorrect in model or quantity compared to the confirmed order

Notification period: Within 48 hours of receiving the item (based on shipping provider records).
Item must be unused, untampered, and show no third-party damage (e.g., dropped, repaired, altered...).

• We do not accept exchanges without a valid issue.

• No refunds under any circumstances – please consider carefully before purchasing.

 

Why no refunds?

Because each piece is handcrafted, every item carries its own soul — no two are ever exactly alike.
Due to the nature of this craft and our limited production scale, we do not offer refunds.
However, we are always ready to support you with exchanges if your item arrives with a technical issue or damage during shipping. Thank you for understanding.

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Warranty Support

With handcrafted items, even the smallest flaw may have a story.
But if that story stems from our error, you will be taken care of.

For minor issues (loose small parts, excess glue, misalignment...) within 30 days of receipt, we will:

• Guide you on simple home repairs if possible

• Or receive the item back for free repair (you only cover return shipping)

• Not applicable to damage caused by environmental or natural factors (humidity, fading, cracking due to heat, etc.)

• For accessory pieces needing polishing or cleaning after the warranty period, we will quote a fee based on the item's condition.

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Aftercare & Loyalty

Owning a piece from 17.5 also means carrying a lasting promise:

• Early updates on upcoming collections

• Priority support for repairs (beyond warranty) — depending on material and damage

• Special offers for repeat purchases or participation in exclusive events, if available

• Personal consultation for those seeking custom-crafted orders

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Authenticity & Provenance

• Each 17.5 creation comes with a unique authentication mark — via stamp, engraving, or identifiable invoice.

• We are not responsible for items with unclear origin or purchased from third-party sellers outside our official channels.

• Our works are not mass-produced — beware of unusually low prices or vague promotions.

 

Commitment & Support

• All feedback and complaints are handled with care and responsibility.

• We reserve the right to decline support if there is evidence of fraud, dishonesty, or false claims.

• If an issue arises, please don’t hesitate to reach out.

• We are always here to listen, and to work with you toward a solution — because each item is not just a product, but a meaningful connection.​

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With gratitude and sincerity,
From the hands behind 17.5

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