Support buying online from Electrolux

My account

Do I need to create an account before I can place an order?
Yes, you will be asked to create an Electrolux account before you proceed to check-out. Signing up for a new account is quick and easy.
What are the benefits of creating an account?
Your Electrolux account allows you to save addresses, view your order history, and track your order, we will also store your invoices for easy access. Our signed up customers also receive special offers and discounts.
Is my personal information strictly protected by Electrolux?
Yes, Electrolux follows global guidelines to ensure that your personal information is safe and secure at all times and we do not share your information with any third parties. You can read more about it in our privacy policy.
Can I use my existing warranty account at Electrolux to purchase online?
For now, our online accounts are only for online orders. The warranty information for your other purchases is always available but through our contact center.
Can I sign in with my social media accounts?
Yes, you can choose to either create an account or sign-in with your Facebook or Google accounts.
How do I reset my account password?
You can request a password reset by clicking on "forgot password" in the sign-in page and we will email you a reset link. If you know your password and wish to change it, you can sign in and update your password in "my account". For any assistance, you can always reach us on 1800-5888-99
I cannot log in my account?
Make sure you are entering the correct email address and password for your account. If you forgot your password, you can always reset it or just contact us on 1800-5888-99.
Can I deactivate my account?
Please contact Electrolux Call Center at 1800-5888-99 for assistance

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My orders

Can I place order via your Contact Center or Facebook Fanpage?
Electrlolux Facebook fanpage is designated only for promotional and marketing updates.
To place online orders, you can use this website to browse, select and pay for your products. If you need assistance or are looking for a product that is not available, you can contact our call center and we will be happy to help you.
Can I edit my order after confirmation?
Once an order is placed, you can no longer edit it yourself on the website. If you think you made a mistake, please contact Electrolux Call Center on 1800-5888-99, they may be able to make changes if the order has not yet left the warehouse.
I did not receive confirmation of my order?
You should receive an email confirmation on the email address you provided when creating your account. Please check your junk mail, it may have gone there or contact Electrolux Call Center on 1800-5888-99 for assistance
Do you offer to upgrade for my existing Electrolux product?
We sometimes have promotions to replace your older Electrolux appliances. Make sure to create an account and sign up for marketing promotions so you don’t miss out on our next offer.
Can I cancel my order after confirmation?
Unfortunately, once placed, your order cannot be canceled. If you think you have a valid reason, please contact the Electrolux Call Center on 1800-5888-99. However, your order will be automatically cancelled if:
-We attempt delivery 3 times and cannot deliver the product to you.
-The items you ordered are not in stock.
-Payment is not processed successfully (except COD).
Why is my order delayed?
We always thrive to deliver within the promised timeline, but sometimes things could go wrong. If the estimated delivery date has passed and you still didn't receive your order, please contact the Electrolux Call Center on 1800-5888-99 and we will help you trace it.
Why was my order cancelled?
This may happen in case we had an issue with your payment, we no longer have stock or we tried several times to deliver the product but couldn't reach you. To follow-up and know more, please contact the Electrolux Call Center on 1800-5888-99.
My order was missing an item?
Please contact Electrolux Call Center at 1800-5888-99 and we will correct the problem
My order is missing parts?
Please contact Electrolux Call Center at 1800-5888-99 and we will correct the problem.
I received the wrong item?
Please contact Electrolux Call Center at 1800-5888-99 and we will correct the problem
Can I order an item that is not in stock?
At the moment, we do not offer this option. If you order an item that is out of stock, we will contact you and give you the option of either cancelling /refunding your order or keep your order and wait for the product to be back in stock.

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Payment

Do you accept COD?
Yes, we accept cash on delivery. You can select this mode of payment at checkout and our delivery partner will collect the cash at time of delivery.
Do you accept credit cards? If yes, what type?
Yes, we accept both local and international credit card and have partnered with most banks in Vietnam. You can see all the available options when you are selecting the payment method at checkout.
Do you accept E-wallets/Digital wallets?
At the moment, we only accept card payments or cash on delivery. We are working on introducing more payment methods in the future.
Is it safe to buy online with my credit cards?
Yes, all our online payments are secure and meet the global guidelines for PCI and DSS compliance. You can pay online with full confidence.
Do you offer an installment?
Yes, we offer installments with credit cards for most major banks and are always working on adding more options. You can see all the available options when you are selecting the payment method at checkout.
My credit card has been charged but I did not get confirmation of my order?
You should receive both a confirmation of payment from your bank and order confirmation from Electrolux. Please check your junk mail in case the confirmation email was sent there. You can also access your confirmed orders in "my account" or contact Electrolux Call Center on 1800-5888-99 for further assistance.
My credit card has been charged twice for the same order
Please prepare your bank standing order and send to vncare@electrolux.com or directly contact our Call Center on 1800-5888-99 for assistance.
I did not receive OTP (SMS), how can I process payment?
Please contact your bank as the payment OTP is sent by them.
I cannot enter my promotion code?
Make sure you typed the code correctly, that your order meets the promotion's requirement and that the code has not expired.
Contact our Call Center on 1800-5888-99 for assistance.
Is there any service charge if I pay by credit cards?
Transaction charges come from your bank. In your cart summary and check-out screen, you will see the total amount and the breakdown.
If you believe that you have been overcharged in the cart summary, please contact our Call Center at 1800-5888-99 before making any purchase.

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Delivery

Are all the products delivered to all of Vietnam?
Yes, we deliver all across Vietnam except for Phu Quoc, Hoang Sa/ Truong Sa island. The lead time for delivery will vary per city, you can see an estimate on your cart summary and check-out screen.
Do I have to pay for the delivery service?
Our standard delivery service is free.
How long will I get my items after the order is confirmed?
Once confirmed, an order will be delivered within 1-3 days for delivery addresses in Hanoi and Ho Chi Minh. and within 3-5 days for other areas. We deliver from Monday to Saturday between 9:00am and 8:00pm excluding public holidays. During sales period or peak order seasons, we may have some delays in deliveries due to the volume of orders that we are processing.
Can I select a delivery slot time at my convenience or need to respect your fixed delivery schedule?
At the moment, you cannot select your preferred delivery date or time while placing your order. Our delivery partner will contact you and you can agree with them on the preferred timing. If you have special requests for delivery, contact our Call Center on 1800-5888-99 and we will do our best to accommodate you.
What are your timeslots of delivery?
Our partner delivers Monday to Saturday between 8:00am and 8pm. If you are in Hanoi or Ho Chi Minh city, you can expect your delivery within 2 days of placing your order; for other areas, it will 3-5 days. Our delivery partner will contact you on the day of the delivery.
Can I change my delivery date?
If you have special requests for delivery, contact our Call Center on 1800-5888-99 and we will do our best to accommodate you.
Can I change delivery adress after confirmation?
Once an order is placed, you can no longer edit it yourself on the website. If you think you made a mistake, please contact Electrolux Call Center on 1800-5888-99, they may be able to make changes if the order has not yet been prepared.
Do you have express delivery service?
At the moment, we only offer free standard delivery.
Do you offer door-to-door delivery?
Yes, we will deliver the product to your door. Please check the dimensions of the products to make sure that they fit in elevators/staircases.
Where can I track the delivery information of my order?
In "my account" find the order you want in "open orders" and click on it, you can then see the order status. At the moment we do not offer real-time order tracking.
Do you allow self pick-up?
Orders placed through our website will be delivered to the address you specified at checkout, we do not offer the option of self pick-up.
Can I defer the delivery?
You can defer the delivery by up to 14 days from time of order placement. You can contact our customer care team to arrange for that. This facility is not applicable for orders placed with COD payment option.
My order is marked as delivered but I did not receive it.
Something must have gone wrong, please contact our Call center on 1800-5888-99 for assistance.
I was not provided with an invoice for my order
We will email you an invoice for your order shortly after it has been delivered, please check in your junk mail box in case the email was sent there. Alternatively, you can download a copy of your invoice by finding the order in "my account" on the website.

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Service & Installation

Do I have to pay for installation?
For products requiring delivery, we are offering free installation service. This will be visible as a free add-on service on your order.
How soon can I have my washing machine installed?
Once your appliance has been delivered, the technician will contact you on the same day or next day to schedule a suitable time for installation.
Do you install on weekends and public holidays?
We provide service from 8:00 – 18:00 (Monday - Saturday), except for public holidays.
Do you have an express installation service?
Currently, we are offering free installation for all our products. You can expect the installation service within 1-2 days of delivery.
Can I change date and time of installation?
Yes, please contact our Call Center at 1800-5888-99 to reschedule at your convenience.
Do I need to buy some accessories to get my machine well installed?
Most appliances have the needed parts for installation, but depending on the set-up at your home, our technician may require more parts that you can purchase at the time of installation.
Do I need to uninstall the old machine before your installation?
We recommend that you uninstall and clean the space around your old appliance so our technician and easily and neatly install your new purchase.
What are your timeslots of installation?
Our technician will contact you and agree on a suitable time for the installation.
Can I select an installation slot time at my convenience or need to respect your fixed schedule?
We will try our best to accommodate your preferred date and time. Our Call Center executive will contact you to verify changes in schedule (if any).
Will you guide me on how to use the machine after installation?
Yes, once the product is installed, our technician will guide you through the main features and help you get started.
Do you collect help at the disposal of my old machine?
Yes, we could be able to help you dispose of your old appliance; make sure to contact our Call Center on 1800-5888-99 before the installation is scheduled so we can assist you.

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Warranty

How can I register for warranty of my machine?
As soon as your order is delivered, we will automatically register your product and activate your warranty.
How long is my machine covered under the manufacturer warranty?
For household use, we offer a free 2 years warranty. For commercial and other uses, a 9-month warranty coverage will apply.
How can I make a claim under the manufacturer warranty?
Please contact the Electrolux call center on 1800-5888-99 or vncare@electrolux.com. You can also request a service booking here
What are the T&C of manufacturer warranty? Where can I find it?
T&C of Manufacturer Warranty can be viewed here.
How do I get my warranty confirmation?
Once your product is delivered, we will automatically activate your warranty and store your warranty validity information. For more information, contact our Call center on 1900-5888-99

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90 days free trial

How does the 90 days free trial work?
We know that not everyone is comfortable buying appliances online, and we want to make it easy for you to make that step. Once you purchase an Electrolux appliance directly from our Electrolux.vn online shop, you have up to 90 days to decide if you want to keep it. If for any reason you feel this is not the right appliance for you, contact our Call Center on 1800-5888-99 and we will offer you Exchange/Return service for the product.
Which products are applied for this free trial?

90 days free trial is applicable for a number of products namely: washing machine, washer-dryer, dryer, built–in oven, free-standing cooker, cooktop, refrigerator, dishwasher (not applicable for ESF6010BW), hood, and air conditioner. We will accept the return with normal wear and tear (there should be no misuse or intentional damage to the product)
How do I request for an exchange during free trial validity?
Please contact the Electrolux call center on 1800-5888-99 for assistance.
What are your T&C of this free trial?
T&C of free trial can be viewed here.
Can I be 100% refunded?
If you paid by card, the full amount invoiced (excluding any delivery charges and bank transaction fees) will be refunded to your card.
If you paid in installments, we will refund you the amount you have already paid excluding the transaction fees.
If you paid by cash, we will ask you to fill up a form so we can transfer the amount to your bank account.

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Returns & Refunds

Can I have a replacement if my product is broken or not working? How can I request this replacement?
Within your product's warranty period, Electrolux is responsible for any manufacturing defects with your product, including repairs and parts replacement. If we cannot fix it, we will replace it. Please contact our Call Center on 1800-5888-99 for assistance.
Can I have a replacement if I am not satisfied with my product? How can I request for this replacement?
Please contact our call center on 1800-5888-99 for assistance.
What is your Return Policy? Where can I find it?
We accept returns for products that are damaged or malfunctioning within 30 days after purchase. You can read more about the warranty coverage here
How do I return an item?
Please contact our call center on 1800-5888-99 and explain the issue, our team will assist with the next steps.
Do you accept partial return?
This will be managed on case per case basis. Please contact our Call Center on 1800-5888-99 for assistance.
How long can I get my money refunded? (If I paid by COD/credit cards/E-wallets)
For card payments and installments, we will refund the eligible amount back to your cards within 14 business days. For COD, we will transfer the money into your bank account within 7 days.
Can I return a gift?
If the gift you received is eligible for a return (as per the return policy) we will return it but can only refund the value of the purchase in the form of a credit note.

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