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0328 943 085

You are in store: HCM - Estella

FAQ

ABOUT ANNAM GOURMET E-COMMERCE

  1. What is Annam Gourmet e-commerce?

Is an electronic information page set up to serve part or the whole process of buying and selling goods or providing services, from displaying and introducing goods or services to entering into contracts, providing service, payment and after-sales service.

  1. Is the price on Annam Gourmet e-commerce different from stores?

No, we have the same price for both of them.

  1. How to contact Annam Gourmet e-commerce customer service?

Please contact us via hotline 1900 63 64 31 or email: customerservice@annam-gourmet.com

You can also contact us on social fanpage: Facebook Messenger, Instagram, Zalo.

  1. How long will my problem be solved since I contacted the Annam Gourmet customer center ?

Each issue takes different time to resolve, so we will try to support you as soon as possible right after you contact Annam Gourmet customer service center.

 

LOYALTY PROGRAM

  1. What is Annam Gourmet Loyalty Program?

Customers can join our Loyalty Program to enjoy the Privileges such as redeeming points, birthday gifts and other benefits.

  1. How do I join the Annam Gourmet Loyalty Program?

You can join the Loyalty program by registering an account at Annam Gourmet offline store or on online, you can also download the Annam Gourmet  app on Google Play and App store to register and manage your account.

  1. How can I retrieve or change my password?

If you need to help resetting your password:

- Click the forgot password and enter your username on the account.

- Check your inbox for a password reset email

- Click on the URL provided in the email and start setting your new password.

You can also contact our hotline to be supported in changing your password.

  1. How do I change personal information in my account?

You can come to My account page in our Ecommerce platform to change some permission information.

  1. Can I use my points on Annam Gourmet e-commerce?

Yes sure, you can use your point to exchange to Evoucher then use to make a payment with the order as normal.

  1. How can I use e-voucher?

You just need to choose your Invalid e-voucher to apply on payment step.

 

PROMOTIONS

  1. How do I find out about promotions?

All upcoming promotions and events news will be updated on our website, fanpage and at store. If you  are a member of Annam Gourmet, you will receive a monthly Newsletter email or more than that.

You can also download the Annam Gourmet App to be updated with the special offer, event via notification feature. So don’t forget to subscribe to Annam Gourmet to receive Newsletter about the hot deals and news.

  1. Can I purchase e-vouchers online?

Please contact with us via hotline 1900 63 64 31 or email: customerservice@annam-gourmet.com

You can also contact us on social fanpage: Facebook Messenger, Instagram, Zalo.

  1. DOES Annam Gourmet OFFER SPECIAL PRICE, BENEFITS FOR DIFFERENT CUSTOMER ?

For retail customers, Annam Gourmet  applies different policies  for different Loyalty status. If you would like to receive a special offer  for your big order, Annam Gourmet  store will contact and discuss with you specifically.

For wholesale customers and other partners, the price discount policy will be discussed and shown specifically in contract or agreement when you work with our sales team.

 

ORDER & DELIVERY

  1. How do I place an order?

You can place your order on a website or visit our shop for direct consulting. You can also contact us via hotline 1900 63 64 31 You can also contact us on social fanpage: Facebook Messenger, Instagram, Zalo.

  1. Do I need to have an account to place an order?

Yes, you need to create your Account before making the order

  1. Can I track my order?

You can follow up your order via your registered email or phone

  1. I didn’t receive email about order confirmation

In case, you haven’t received the email order confirmation, please contact our hotline 1900 63 64 31 to check and be supported for your order.

  1. Can I cancel or modify my order?

You can only cancel your order on the web before it has been processed for delivery. Please call our hotline: 1900 63 64 31 to cancel your order and other supports.

  1. How long will it take orders to ship?

Delivery time depends on your area and your choice delivery method. It takes around 2-3 hours for express delivery within HCMC – Hanoi, which is covered by express agency’ drivers.

  1. What are the shipping costs? Is there free shipping?

The delivery fee depends on distance from your area. Shipping fee is applied differently among areas within the cities and outside the cities, among cities and provinces.

  1. Where do you ship to?

Which is covered by express agency’ drivers within HCMC – Hanoi areas

  1. Can I pick up my online order at the store?

 Yes, in check out order, you can choose  “ Home delivery” or “ Collect at store” service.

  1. What if I receive a wrong or damaged order?

Please contact us via hotline 1900 63 64 31 or email: customerservice@annam-gourmet.com

You can also contact us on social fanpage: Facebook Messenger, Instagram, Zalo.

  1. How can I get an item that's currently out of stocks?

You can put it on the Wishlist, it will be notice for you when we have stock back

  1. Can I make a special order for an out of stock item?

Sorry, you can not create the order which is out of stock. You can put it on the  Wishlist.

 

PAYMENTS

  1. What payment options can I use on Annam Gourmet e-commerce?

We accept both cash and credit cards for your payment.

  1. What if the payment is not accepted?

Please contact us via hotline 1900 63 64 31 or email: customerservice@annam-gourmet.com

You can also contact us on social fanpage: Facebook Messenger, Instagram, Zalo.

  1. What if I haven’t received a confirmation after payment?

Please contact us via hotline 1900 63 64 31 or email: customerservice@annam-gourmet.com

You can also contact us on social fanpage: Facebook Messenger, Instagram, Zalo.

  1. Can i use E-vouchers online for payment?

Customers can use E-voucher on the Ecommerce website to pay their order.

 

RETURN & EXCHANGE

  1. How do I return or exchange an item?

Customers will agree to check carefully the quality and quantity of products delivered by Annam Gourmet  drivers or by express delivery service. You have the right to refuse to receive the products in case of any mistake from Annam Gourmet, and please contact us within 24 hours for more support: returning, exchanging or refunding.

Because of special characteristics of our products, once you sign to confirm reception, you agree that the products cannot be returned in any case.

  1. What if I receive wrong, damaged or missing items?

You can refuse to receive right the time our driver delivery Order for you, or please contact us via hotline 1900 63 64 31 or email: customerservice@annam-gourmet.com

  1. Can I exchange items in different stores?

We apologize for this inconvenience. Please visit to the store you bought the items

  1. Can I deny and return my orders upon delivery?

Sorry, when the order is on the way to delivery to you, you can not make a cancellation. We only accept delivery back when our products are on damaged or wrong product delivery only.

  1. How long will I get my refunds?

The refund after being approved by AGM & Bank will be sent back via customer bank account from 7-45 working days depending on the customer bank account

 

PRODUCT INFORMATION

  1. Where can I find the product information ?

The product information is fully displayed on each product page. You can also contact our store, hotline, fanpage for more product information.

  1. How many products are currently on sale at Annam gourmet ?

There are over 11 000 products currently available for sale at AGM stores and online.

  1. Does your product price include VAT ?

All the products selling at Annam Gourmet included VAT 10%

  1. Can I find your product in another store?

Customers can only find products exclusively distributed by Annam Gourmet

  1. How can I know this product is in good condition properly ?

Our team of food experts carefully selects the suppliers we work with to guarantee products traceability and offer you fine and fresh products. We do blind tests to select products validated by all of our team, we pay special attention to select trustworthy suppliers with quality certificates (ISO, HACCP..).

 

SUPPORT

  1. HOW TO BE SUPPORTED IF I GOT ISSUES ABOUT PRODUCT AND ORDER ?

If you have any issue regarding product or service, please contact us via hotline 1900 63 64 31

 or email: customerservice@annam-gourmet.com

You can also contact us on social fanpage: Facebook Messenger, Instagram, Zalo.

  1. CAN I CANCEL MY ORDER OR WEBSITE ?

You can only cancel your web order before it has been processed for delivery. Please call our hotline to cancel your order and other supports.

  1. HOW TO LOCK MY ACCOUNT IF I FOUND SOMEONE IS USING IT ?

If your account is being used by someone, please contact our hotline as soon as possible for security actions to lock a temporary account and protect your points. We will re-active the account after solving all issues that happened to your account and change your account password.

  1. CAN I SEND MY FEEDBACK TO ANNAM GOURMET ?

 If you meet any trouble about service, website... which bring you bad shopping experiences, please do not hesitate to contact us via email: customerservice@annam-gourmet.com or hotline 1900 63 64 31, we will try to get back to you and support you as soon as possible.

  1. HOW LONG MY PROBLEM WILL BE SOLVED SINCE I CONTACT Annam Gourmet CUSTOMER CENTER?

Each issue takes different time to resolve, so we will try to support you as soon as possible right after you contact Annam Gourmet  customer service center. 

 

SERVICE

  1. WHICH SERVICES ARE BEING OFFERED BY ANNAM GOURMET

We offer great customer services to make your shopping experience more enjoyable and convenient such as home delivery, gift wrapping, rental raclette,..

  1. WHICH DELIVERY SERVICES ARE OFFERED BY ANNAM GOURMET ?

Currently, we offer 2 delivery methods for online order:

- Express delivery: within 2-3 hours

- Schedule delivery : according to customer timeline

  1. WHY DO I CHOOSE Annam Gourmet  TO BUY?

Annam Gourmet  is one of leading companies in the high end retail market, we import directly over 11.000 products. At Annam Gourmet , you can easily find products with reasonable price as well as enjoying the promotion and professional services.