Frequently Asked Questions (FAQ) — Shopping, Payment, Returns & Partnerships at Lym

Welcome to the Help & FAQ Center of Lym. Below are the 20 most frequently asked questions organized into 8 topics to help you quickly look up ordering, payment, shipping, returns, Affiliate partnerships, and wholesale policies.

Group 1: Online Ordering & Shopping

Q1. Do I need to register an account to place an order on Lym?

No, it is not required. The Lym website supports Guest Checkout. Simply add products to your Shopping Cart, proceed to Checkout and enter your Full Name, 10-digit Phone Number, and Shipping Address (Province/City, Ward/Commune, Street Address) to complete your order in under a minute. However, creating an account makes it easier to save addresses and track your order history.

Q2. How do I apply a coupon code at checkout?

You can enter your promo code (for example, LYMWELCOME for 10% off orders from 300.000₫) in the “Coupon code” field on the Shopping Cart page or at the top of the Checkoutpage, then click “Apply”. The system will automatically validate the minimum order amount and deduct the discount from your total before you place the order. View active offers on our Promotions.

Q3. What if I ordered the wrong item or need to update my address or phone number after placing an order?

If your order is still in On-hold or Processing và chưa bàn giao cho đơn vị vận chuyển, quý khách vui lòng liên hệ ngay gửi yêu cầu kèm mã đơn hàng tại trang Contact Uspage. Our Customer Care team will gladly update your shipping address, modify product variants, or cancel the order free of charge.

Group 2: COD & VietQR Bank Transfer

Q4. What payment methods does Lym currently accept?

Currently, Lym supports 02 official, secure, and convenient nationwide payment methods:

• Cash on Delivery (COD): Inspect the outer package upon delivery and pay cash directly to the courier.
• 24/7 Bank Transfer via Dynamic VietQR: Scan the NAPAS 247 QR code displayed automatically after checkout for instant payment confirmation.

See step-by-step instructions on our Payment Guide.

Q5. How does VietQR payment work and what transfer reference should I enter?

When you select 24/7 Instant Bank Transfer (Automated VietQR) and click Place Order, the confirmation screen displays a dynamic QR code pre-filled with the exact amount and standard transfer reference: LYM<Order_ID> (e.g., order 1058 uses reference LYM1058). When you scan this QR code in your Mobile Banking app, all details are filled automatically. Lym's reconciliation gateway confirms payment and updates your order to Processing within 1 – 3 minutes of receiving funds.

Q6. What happens if I transfer money but forget to include the reference LYM<Order_ID> or transfer an incorrect amount?

For financial security, automated reconciliation only approves transactions matching both the exact reference LYM<Order_ID> and the full order total. If the reference is missing or the amount is short, the order remains in On-hold kèm theo ghi chú cảnh báo cho bộ phận Kế toán. Quý khách chỉ cần chụp màn hình biên lai giao dịch và gửi qua email [email protected], and our accounting team will verify the statement and manually activate your order within 30 business minutes.

Group 3: Shipping, Delivery Fees & Inspection

Q7. How are shipping fees and Free Shipping calculated at Lym?

Under our current shipping policy:

• Orders with a net total under 500.000₫: Standard shipping fee is 30.000₫/order (or calculated by regional weight rate for heavy/bulky parcels such as 24-can beverage cases or large dishwashing canisters).
• Orders with a net value after discounts of 500.000₫ or more: Qualify for Free Standard Shipping (0₫) automatically nationwide.

Q8. How long does delivery take?

Lym processes and hands over parcels to trusted carriers (GHN, GHTK, Viettel Post) the same day for orders confirmed before 15:00. Estimated delivery times:

• Inner Hanoi and Ho Chi Minh City: 1 – 2 business days.
• Other provinces and cities: 2 – 5 business days depending on local courier routes.

Q9. Can I open the package to inspect the items before paying the courier?

Yes. Lym applies a Visual Inspection on Delivery policy for all orders. Upon delivery, you may open the outer shipping box to verify the product name, quantity, variant, expiry date, and intact manufacturer seal. Note: Please do not break the product's inner seal or sample the product during inspection.

Group 4: 7-Day Return & Refund Policy

Q10. Under what circumstances can I return or exchange a product within 07 days?

Theo Return and Refund Policy, Lym provides a replacement or 100% refund (including two-way shipping costs) within 07 days of successful delivery in the following cases:

• Products dented, broken, torn, leaking, or damaged during transit.
• Wrong product, wrong variant (e.g., ordered a 24-can case but received a 6-pack), or missing quantity shipped.
• Manufacturing quality defects or actual remaining shelf life below Lym's commitment.

Q11. What information do I need to submit a return request?

For fast verification within 24 – 48 hours, please keep an unboxing video or clear photos of the item condition and shipping label, then send them with your Order ID to [email protected] or via the form on our Contact Uspage. Our warehouse team will cross-check against our packing video archive and arrange courier pickup at your address.

Q12. How long does it take to receive my refund after a return is approved?

As soon as our warehouse receives and verifies the returned parcel, our Accounting team processes a 100% bank transfer refund to your designated account within 03 – 05 business days (excluding Saturdays, Sundays, and public holidays).

Group 5: Authenticity & Legal Filings

Q13. How can I verify that health supplements on Lym are authentic and legally registered?

Unlike unverified sellers, every product page on Lym features a “Product Specifications & Regulatory Label Info” table transparently publishing the SKU, Brand, Country of Origin, Manufacturer, Responsible Importer/Distributor, and official Product Registration Number (format .../DKSP) or Self-Declaration Number (TCB), Cosmetic Notification Number (CBMP) in compliance with Decree 15/2018/ND-CP and the 2025 Law on E-Commerce (122/2025/QH15). You can look up this registration number directly on the Vietnam Food Administration (Ministry of Health) public portal.

Q14. What is Lym's shelf-life (expiry date) commitment?

All inventory at Lym's warehouse is managed by Batch/Lot code and dispatched under the FEFO (First Expired, First Out)principle. Lym never sells near-expiry items without explicit disclosure: all standard-priced products shipped retain at least 70% of their total shelf life of the manufacturer's shelf life, and at least 06 months or more.

Group 6: Customer Account & Data Privacy

Q15. How can I track my order if I checked out as a guest?

Simply visit the Track Order link in the header or footer, then enter your Order ID (sent in your confirmation email or shown on the order received screen) along with your Billing Email or Billing Phone Number. The system will display your real-time order status, item list, and shipment tracking code.

Q16. How does Lym protect my personal data under the 2025 Law on Personal Data Protection?

In strict compliance with the 2025 Law on Personal Data Protection (Law No. 91/2025/QH15, effective Jan 1, 2026), Lym collects personal data only when you actively tick the consent checkbox (never pre-selected) and logs the consent timestamp. We never sell or share customer data with unauthorized third parties beyond order fulfillment and payment processing. You may request access, correction, withdrawal of consent, or deletion of your personal data at any time (details in our Personal Data Protection Policy).

Group 7: Single-Tier Affiliate Partner Program

Q17. How does Lym's Affiliate Partner Program work? Are there fees or multi-tier commissions?

The Lym Affiliate Partner Program is a strictly Single-Tier affiliate program for individuals, KOCs, and content creators. When you join:

• 100% Free (0₫): No activation fee, no mandatory purchases to maintain partner status, and strictly no multi-level/downline commissions (compliant with Decrees 40/2018/ND-CP and 18/2023/ND-CP).
• Tracking Mechanism: Partners share referral links (?ref=..., with a 30-day cookie under Last-clickattribution) or their dedicated partner coupon code. When a customer completes a purchase, the system automatically records commission based on the category rate (10% default, calculated on net product value after discounts, excluding shipping).
• Self-Referral Prevention: The system automatically rejects commissions on self-referrals (matching account, email, phone number, or IP).

Q18. When are Affiliate commissions approved and paid out to my bank account?

To ensure transparency and alignment with our return policy:

• When an order is placed (including COD orders in transit), the commission is recorded as Pending.
• Once the order is delivered and paid in full (status Completed) and passes the 7-day return window without cancellation or return, the commission automatically moves to Unpaid / Approved. If the order is cancelled or refunded, the commission moves to Rejected.
• Lym reconciles and transfers commission payouts on the 10th of every month for partners with an approved balance of at least 200.000₫ or more (subject to statutory personal income tax withholding where applicable).

Group 8: Wholesale Dealer & B2B Policy

Q19. What are the requirements for pharmacies, health food stores, or gyms to become a Lym Wholesale Dealer?

Lym welcomes partnerships with GPP-certified pharmacies, mother & baby stores, organic supermarkets, spas, and fitness centers nationwide. Wholesale partners simply need a valid corporate entity or household business license and meet the tier Minimum Order Quantity (MOQ). Official dealers receive tiered wholesale pricing, complete product registration dossiers, VAT invoices, and POS display materials.

Q20. How do I request an Electronic VAT Invoice for retail or wholesale orders?

On the Checkoutpage, simply tick the “Request VAT Invoice” option and enter your Company Name, Tax ID, Registered Business Address, and Email for receiving the e-invoice. Once the order is delivered and paid, Lym's Accounting Department issues the official e-invoice directly to your registered email.