Frequently Asked Questions

Find answers to common questions about our products, shipping, warranties, and more.

General

  • Where are you located?

    Our studio is in Di An, near Ho Chi Minh City in southern Vietnam. It's located within our factory, which we lovingly call 'our playground', where our production takes place.

    In Europe, our warehouse is in the suburbs of Lyon.

  • Where can I see and buy BằNG products?

    You can check out our retailers list on our website.

    If you’re not near any of our partners, visit our website for product photos or follow us on Instagram to see how our customers are using our products.

    In Vietnam, you can find our products at Neo-, Gallery Medium, and OhQuao in Ho Chi Minh City.

  • Do you have specific offers for design professionals, projects, and contracts?

    Yes, we do! If you’re a design professional working on a project, please introduce yourself and your project via this form, and we’ll get back to you within 10 working days with a suitable offer.

Order

  • How can I place an order?

    You can place an order directly on our official website here, or buy from one of our retailers.

    If you're based in Vietnam, message us on Instagram to place an order.

  • Can I change or cancel my order?

    Yes, you can modify your order as long as it hasn't been shipped. We strive to deliver your order as quickly as possible, so please contact us promptly at order@bangoibanga.com with your order number, and we’ll assist you.

  • Can I order replacement parts?

    Absolutely! Our products are designed to be repairable, and we manufacture them in-house, so we have all spare parts available. Email us at order@bangoibanga.com with your order number, and details of the part you need. Include pictures or videos to help us assist you better.

  • How can I place an order for an item that is not in stock?

    If a product is out of stock, email us at info@bangoibanga.com with the product details. We’ll get back to you within 5 working days with a restock timeline or an alternative solution if the wait is too long.

Delivery

  • Which countries do you ship to?

    Currently we ship all around Europe, the U.S., Canada and Singapore.

    For deliveries within Europe, please use our Europe eShop.

  • What are the shipping costs?

    Shipping fees vary depending on your location.

    When you add an item to your cart and enter your delivery address at checkout, you'll see the exact shipping cost before you proceed with payment.

  • How can I track my order and schedule the delivery?

    Once your order is placed, you'll receive a tracking number via email with instructions on how to track your delivery.

    If you need any assistance or have a specific delivery schedule, please reach out to us at order@bangoibanga.com with your order number and we will assist you.

  • What are the delivery options?

    We offer various delivery options based on your location and order. Please refer to the delivery options available during the checkout process on our website, or contact us at info@bangoibanga.com for more information.

  • Can I change the delivery date?

    Yes, as long as your order has not yet been fulfilled!

    Please contact us at order@bangoibanga.com with your order number as soon as you've placed your order with the requested delivery date. We'll do our best and let you know if it's possible.

Return & Exchange

  • What is the return process?

    We want you to be 100% satisfied with your BằNG purchase!

    For products purchased on our website, you can request to return your undamaged and unused items in their original packaging with all original cards and components within 14 days of receipt.

    Contact our customer team at order@bangoibanga.com with your order number and reason for the return, and we’ll provide you with all the details!

    Customers are responsible for shipping charges when returning items to our warehouse near Lyon. If you no longer have the original packaging, a repackaging fee of $10-$20 will be deducted from your refund, depending on the packaging size.

    For products purchased through one of our retailers, please reach out to them directly.

  • How much are the return shipping costs?

    Return shipping costs vary based on the product's weight and the shipping location. Customers are responsible for shipping charges when returning items to the warehouse from which your product is shipped.

    To get an accurate quote from your chosen carrier, use the product's dimensions and weight listed on each product page.

    If you need further assistance with your return, feel free to contact us at order@bangoibanga.com

  • Do you offer exchanges?

    We currently do not offer direct exchanges. However, within 14 days of receiving the product, you can return your order for a refund and place a new order.

    To initiate a return, please contact our customer team at order@bangoibanga.com with your order number, and we’ll provide you with all the details.

  • When will I be reimbursed?

    Once your return has been received by our warehouse, we will issue a refund to your original payment method within 1 week. You’ll receive a confirmation email with all the details. It may take 3–5 business days for the refund to appear in your bank account.

Products

  • When is an out-of-stock item going to be restocked?

    If a product is out of stock, please email us at info@bangoibanga.com and let us know which product you're looking for. We’ll get back to you within 5 working days with our restock timeline or an alternative solution if the wait is too long.

  • How do I assemble my BằNG product?

    Currently, none of our products require assembly. When we introduce products that do, you will find assembly instructions included with your product.

  • What are the products/packages dimensions and weights?

    You can find the dimensions and weights directly on the product page, under the Specifications section (Gross weight and Packaging dimensions), and the Fact Sheet section.

Warranty & Claims

  • What is BằNG's warranty?

    Please see our Warranty page for full details.

  • What's the claiming process?

    If you have an issue with your BầNG product or something is missing, we're here to help. Claims can be filed here.

    For easy filing, you'll need:

    • Order number
    • Photos of the damaged item, exterior packaging, and shipping label
    • Article # / SKU of the product


    Please keep all packaging and products while your claim is open. We will respond to all submitted claims within 3–4 business days. If you need assistance sooner, contact us at order@bangoibanga.com with your order number.

    Note: Delivered goods should be checked for potential delivery damages within 14 days of delivery.

Payments & Promotion

  • How can I pay for my order?

    Payment is easy online!

    You can choose to pay with a major credit card, PayPal, Apple Pay, or Google Pay when checking out.

  • When will my credit card be charged?

    Your credit card will be charged when you confirm your purchase online. The amount may appear as reserved in your account for a short time until the transaction is processed by your bank.

  • What currency can I pay in?

    Pricing is displayed and charged in your local currency. You can change this from the Location drop-down at the top right of our website.