Shipping policy
Last updated: September 2026
Every LONGTIEN order ships from our atelier in Saigon, Vietnam, wrapped in textured art paper and sealed with a memory stamp. Below is everything you need to know about how it reaches you.
Processing time
Orders are prepared within 1–2 business days (Monday–Friday, excluding Vietnamese public holidays). You will receive a confirmation email when your order is placed and a second email with your tracking number when it ships. Orders placed during launch weeks or major sale periods may take up to 3 business days.
Shipping rates & free shipping
- Free worldwide shipping on orders from $85.
- The $25 Discovery Set always ships free — no minimum.
- Orders under $85: a flat tracked rate is calculated at checkout based on destination.
Delivery estimates
All shipments are tracked. Estimates below are in business days after dispatch and are not guaranteed — customs inspection can add time.
| Region | Estimated delivery |
|---|---|
| Singapore, Malaysia | 3–7 business days |
| Australia, New Zealand, Japan, Korea | 6–12 business days |
| United States, Canada | 7–14 business days |
| United Kingdom, European Union | 8–15 business days |
| Rest of world | 10–20 business days |
Tracking
Your tracking link is emailed the moment your parcel leaves Saigon. Tracking can take 24–48 hours to show its first scan while the carrier processes the export. If your tracking has not updated for 7 business days, contact us and we will open an investigation with the carrier.
Customs, duties & import taxes
LONGTIEN ships internationally from Vietnam. Depending on your country, your order may be subject to import duties, VAT/GST or handling fees set by your local customs authority.
- Where our checkout displays duties and taxes, they are included in your total and nothing further is due on delivery.
- Where they are not displayed, any import charges are the responsibility of the recipient and may be collected by the carrier before delivery. We cannot mark parcels as gifts or under-declare value.
- If a parcel is refused or abandoned because import charges were declined, return shipping and any charges incurred will be deducted from your refund.
A note on shipping fragrance
Eau de parfum is classified as a flammable liquid for transport. We ship only with carriers approved to carry fragrance, which is why we cannot offer every express service and why some destinations are unavailable at checkout. If your country is not listed, contact us — we may be able to arrange an alternative.
Address changes
Need to correct an address? Email us as soon as possible with your order number. We can update the address until the order is dispatched. Once it has shipped, changes depend on the carrier and may not be possible. We are not responsible for parcels sent to an incorrect address supplied at checkout.
Lost, delayed or damaged parcels
- Damaged or leaked on arrival: photograph the outer box, inner packaging and bottle within 7 days of delivery and email us. We will replace the item or refund you in full.
- Marked delivered but not received: check with household members, neighbours and your local depot, then contact us within 7 days. We will work with the carrier and, where a parcel is confirmed lost, replace or refund it.
- Delayed in customs: customs clearance is outside our control, but we will chase the carrier on your behalf.
P.O. boxes, parcel lockers & military addresses
Because fragrance requires signature-tracked ground/air-approved services, we cannot deliver to P.O. boxes, APO/FPO addresses or most parcel lockers. Please use a residential or business street address.
Holidays
Our atelier closes for Tết (Lunar New Year) and Vietnamese national holidays. Dispatch dates during these periods are announced on the site and in your order confirmation.
Questions
Email [support email] — we reply within one business day (GMT+7).