Frequently Asked Questions
A few things to know about ordering, shipping, commissions, and caring for your Soul & Fiber pieces.
If you can’t find what you’re looking for, feel free to get in touch.
Can I cancel my order?
Orders are prepared and packed as soon as possible after purchase. If you need to cancel, please get in touch within 24 hours of placing your order. Cancellations can only be accepted before an order has been shipped.
What is your return policy?
For orders within Vietnam, please contact the studio within 1 day of receiving your order to request a return or exchange. Items must be unused, in their original condition and packaging, and returned within 14 days.
Return shipping is the customer’s responsibility unless the item arrives damaged or incorrect. Made-to-order pieces, customized items, commissions, and international orders are final sale.
What if my order arrives damaged?
Every piece is carefully checked and packed before leaving the studio. If your order arrives damaged, please get in touch within 24 hours of delivery with photos of the item, outer packaging, and shipping label. This helps with assessing the damage and filing a claim with the carrier when needed.
Do you ship internationally?
Yes. Worldwide shipping is available to most destinations. Delivery times and rates vary depending on the destination and will be calculated or confirmed at the time of ordering.
International customers are responsible for any customs duties, taxes, or import fees charged by their country.
Do you take commissions?
Yes. Commissions can range from a variation of an existing piece to something developed specifically for a particular space.
You don’t need to have everything figured out before getting in touch. A size, color direction, photo of the space, budget, or simply an initial idea is enough to start the conversation.
Can I request a different size or color?
For selected pieces, adjustments in size, color, or material may be possible. For more individual projects, a commission may be a better fit. Get in touch with what you have in mind, and the studio can advise on what is possible.
How do I care for my piece?
Care depends on the materials and construction of each piece. Detailed care instructions are included with your order, and you’re always welcome to get in touch if you have questions about cleaning, hanging, storing, or caring for a particular work.
Can I visit the studio?
Yes. Soul & Fiber is based in Ho Chi Minh City and welcomes visitors during opening hours. You can browse selected artworks and shop pieces, see where the work is made, and get a closer look at the materials and process.
We also host weaving workshops throughout the year, with dates and details shared on our website and social channels.