Procedure for Receiving and Handling Feedback, Requests, and Complaints

Last updated: 5 August 2026

1. Purpose

Website norjshop.com always places customer rights as our top priority. We have established a mechanism for receiving and resolving feedback, requests, and complaints to ensure that all customer concerns are fully received, handled transparently, and responded to within a reasonable timeframe in accordance with the law.

This policy applies to all customers who have made a purchase or used services on norjshop.com.

2. How to submit feedback, requests, or complaints

Customers may submit feedback, requests, or complaints through any of the following channels:

• Website: norjshop.com
• Hotline: +84 76 921 2166
• Email: andrew@dkbranddesign.com
• Social media: Send a direct message via our Instagram (@norj_world) or Facebook (NORJ) pages
• Mailing address:
  DK Brand Design Viet Nam Co., Ltd
  94 Xuan Thuy St, An Khanh Ward, Ho Chi Minh City, Vietnam

Please provide the following information:

• Full name
• Phone number
• Email address
• Order number (if applicable)
• Details of the feedback, request, or complaint
• Photos, videos, or supporting documents (if applicable)

3. Handling process

Step 1. Receipt of information

Upon receiving a complaint or feedback from a customer, our Customer Service team will record the information and check the completeness of the submission.

If information is incomplete, the customer will be asked to provide additional details to facilitate processing.

Step 2. Verification

The website will:

• Check order information
• Cross-reference transaction data
• Check shipping status
• Coordinate with delivery partners or relevant departments (if needed)

Step 3. Initial response

After receiving complete information, we will send an acknowledgement confirming receipt of the request and provide an estimated resolution plan.

Step 4. Resolution

Depending on the case, the website will:

• Provide an explanation
• Facilitate an exchange or return
• Issue a refund (if eligible)
• Arrange reshipment
• Adjust order information
• Or other appropriate measures in accordance with website policies

Step 5. Closure

Once the matter is resolved, the website will notify the customer of the outcome via phone, email, or the registered contact method.

4. Response timelines

In cases requiring additional verification time, we will proactively notify the customer.

5. Resolution support measures

To ensure prompt and accurate resolution, the website applies the following measures:

• Storing transaction and order history
• Managing processing status on the system
• Verifying payment data
• Cross-referencing information with delivery partners
• Accepting photos, videos, and documents from customers
• Providing support via phone, email, and social media
• Coordinating between relevant departments for the fastest resolution

6. Customer rights and obligations

Customers are responsible for:

• Providing truthful information
• Cooperating during the verification process
• Not exploiting policies for personal gain

The website reserves the right to decline resolution in the following cases:

• Information provided is inaccurate
• No basis for verification
• Signs of fraud or violation of the law

7. Contact information