Frequently Asked Questions

FREQUENTLY ASKED QUESTIONS

We, MOЁT HENNESSY VIETNAM DISTRIBUTION SHAREHOLDING COMPANY (“MHVN”) understand each customer has their own unique needs and preferences, as well as different questions and concerns about our services and products. We have compiled a list of our most frequently asked questions below to give help answer some of the most commonly asked questions. If you cannot find the answer to your question below, or have further questions, we encourage you to get in touch with our team via email MhVietnamSale@shop.moethennessy.com who will be happy to help. Where your enquiry relates to our brands and products, your query will be forwarded to the relevant Sales or Marketing team members / appropriate content experts for further assistance accordingly.

Q1. What are the operating hours of the e-store?

Our e-store runs 24/7 hours, 365 days a year.  

Q2. What are the business hours of your Customer Service Team and how soon can I expect a response to my query?

Our business hours are typically from Monday to Friday, 8:30 am – 5:30 pm. We endeavor to answer all queries within 2 business days. Should your query be related to our brands or products, your query shall be directed to our Brand Manager or Salesperson who would be able to assist you. Leading up to festive periods or during seasonal sales, we may experience a high volume of queries and we ask for your understanding in advance if we are not able to get back to you within 2 business days.

Q3. What currency is used and how can I pay for my bottles?

Price displayed on the website is in Vietnam Dong (VND). We accept payment by the following:

• Credit Cards (Visa, Master, JCB, American Express and UnionPAY);
• Vietnam local cards (ATM Card);
• Online payment using QR code via E-wallets (mPAYvn, VCBPAY, VinID, TrueMoney, ViettelPay, VNPAY, BIDV Pay, ZaloPay, SmartPay); and 26 local mobile banking applications.

Paypal, Dinner Club and other Cards not mentioned above will not be accepted for payment purpose.

If you are experiencing difficulties and your payment cannot be processed, please feel free to contact us via hotline 1900 633 927. We will assist you with the payment. 

Q4. What are the delivery charges for my order?

• VND250,000 shall be charged if order value is below VND5,000,000 (per order);
• Free of charge if order value is equal to or above VND5,000,000 (per order);

Applicable for MHVN staff only: Free of charge if pick-up location is chosen at MHVN’s offices (Ho Chi Minh City or Hanoi City) regardless of order value.

 

Q5. What is the delivery lead time for my order? 

Your order will be delivered within 5 business days. Deliveries will be made between 8:30am – 5:30pm daily, excluding Saturday, Sunday & Public holidays.

During Seasonal sales, due to high volume of orders, your order will be delivered within 7 business days.

Q6. I have completed my order, but I discover that the product I ordered is on promotion today. Can I get my refund on the price difference?

Price of our products maybe adjusted at any point of time. The price adjustment cannot be the base of any claim for loss. 

Q7. How will I know if my order is confirmed by MHVN?

An automated confirmation email will be sent to the email address provided during checkout within 15 minutes after placing your order. If the email does not appear in your inbox, please check your junk box or clutter folder. If you still unable to locate your confirmation email, you may contact our Customer Service Team at  MhVietnamSale@shop.moethennessy.com to confirm your order with us.       

Q8. How will my order be packed upon delivery?

Where the number of bottles ordered for an item makes up a full original carton, your order will be delivered in the original carton. Where the number of bottles ordered does not amount to a full carton, the bottles in your order will be delivered in generic carton boxes or carton boxes of brands within our portfolio.

Q9. I have completed my order, but I have changed my mind. Can I cancel my order?

We do not accept cancellation of paid orders. Please check that the items in your cart are those that you wish to purchase.

Q10. I am not available on the day of delivery and want to appoint a representative help to receive the bottles on my behalf. Is that okay?

Yes, the person receiving your order at the delivery address given shall be deemed to be your authorized representative to receive the bottles. However, your authorized representative must be 18 years of age or above. Our delivery person reserves the right to request for valid personal documents in accordance with the laws to verify the recipient's age.

Q11. When I inspect the bottles delivered at the time of delivery, I discover that some bottles are missing, or some are not the ones I have ordered or that there is a damage to some of the bottles. What should I do? How can I get exchange or refund?

• In case of delivery of insufficient goods: You must make a note of missing goods with detailed information on the delivery person's copy of the Delivery Order as well as take a picture of the Delivery Order and email us a copy at MhVietnamSale@shop.moethennessy.com in order for us to be able to rectify the issue swiftly. Our Customer Service Team will contact you once we receive from our logistics provider a copy of the Delivery Order with the details you have written. MHVN can either organize another delivery of missing goods or organize a refund to you.
• In case of delivery of goods not conforming with the order/ information on the Website (Goods delivered are not of the right type and model as in the order or as shown on the Website at the time of ordering or the external condition of the goods are affected such as being torn, damaged or the bottles being cracked or broken): You may choose to reject only the bottles which are not of the correct type and model or being damaged and detail the reason for refusing to receive the goods on the delivery person's copy of the Delivery Order as well as take a picture of the Delivery Order and email us a copy at MhVietnamSale@shop.moethennessy.com in order for us to be able to rectify the issue swiftly. Our Customer Service Team will contact you once we receive from our logistics provider a copy of the Delivery Order with the details you have written. MHVN can either organize another delivery of goods being in conformity with the order or organize a refund to you.
• In case where you signed the Delivery Order without any note detailing the above circumstances, we will not be able to verify that you had a problem upon delivery and will have to deem that the delivery was accepted by you or your authorized representative in good order and condition.

Q12. I realize that I made a mistake in my completed order (e.g., wrong or incomplete delivery address). How can I get it changed?

 

Please contact our Customer Service Team at 028 7300 2245 between 8:30 am - 5:30pm or at MhVietnamSale@shop.moethennessy.com as soon as possible within 48 hours after placing your order. We will endeavor to assist to rectify the error.

In most cases, we would be able to make changes or rectify your order. However, if your order has already been delivered to the wrong address, MHVN will not be held responsible for any loss resulting from the delivery to the wrong address.

Where the delivery is unsuccessful due to incomplete address provided and a second delivery is required, you may be charged a re-delivery fee of VND250,000. Your order may be put on-hold until the re-delivery fee is being settled.