• Transaction Cancellation: Customers can cancel by phone, email, fanpage, or refusing delivery.

• Data Backup Guidance: CellphoneS advises and guides customers to back up data (Android/iOS) before warranty/exchange, though they aren't responsible for data loss.

• In-Store Support: Direct assistance for exchanges, warranties, and queries is available at all CellphoneS stores.

• Delivery Benefits: Fast and free delivery is offered for orders over 300,000 VND.

  
  

• Central warehouses (Hanoi, Ho Chi Minh City)

• Regional warehouses (Da Nang, Hai Phong, Can Tho, etc.)

• Nearest CellphoneS retail stores to the customer’s location

Goal: Deliver the product in the shortest possible time to enhance customer experience.
Source: https://cellphones.com.vn/chinh-sach-giao-hang

Shipping is divided into two categories:

a. Same-city delivery (2-Hour Express Delivery)

Applicable in major cities such as Hanoi, Ho Chi Minh City, and Da Nang.

Orders are sent to either the internal delivery team or third-party express services, including:

• AhaMove

• CellphoneS Express

Average delivery time: 1–2 hours from the moment packing is complete.
Customers receive a notification message including a tracking code to follow the order's status.

b. Nationwide Delivery (2–4 days)

For orders from other provinces or when stock is not available at a nearby warehouse, the item is shipped from the central or regional warehouses through logistics partners:

• GHN (Giao Hàng Nhanh)

• J&T Express

• Sapo Express

Delivery time: Depends on the region, but on average takes 2–4 business days.
Parcels are carefully packed with insurance, cushioning to prevent denting or damage.
The system updates order status in real time: "Picked up", "In transit", "Delivered successfully"...
Source: https://mypackettracker.com/vi/kiem-tra-don-hang-cellphones/

Customers can also choose to pick up their order at one of more than 80 CellphoneS stores nationwide. After placing the order, the system will send a confirmation via SMS or email. CellphoneS staff may also call to verify the information and provide detailed instructions.

• The nearest store will prepare the product within 1–3 hours if it is in stock.

• Once the item is ready, the customer will receive a notification via SMS or email to come and pick it up.

• Customers should go to the selected store and provide the order number or phone number for verification.

  
  

Order Process on the CellphoneS Website

1. Access the Official Website
Customers begin their shopping journey by visiting the official CellphoneS website at: https://cellphones.com.vn. The website is designed with a modern, user-friendly interface, making it easy to navigate on both computers and mobile devices.

2. Register or Log In to an Account
To place and track orders, customers need to register an account by providing personal information such as full name, phone number, and email. If an account already exists, simply log in to continue. Logging in also makes it easier to link payment methods like e-wallets or bank accounts.

3. Search and Select Products
Customers can easily search for desired products using multiple options:

• Search bar: Type in keywords like “iPhone 15,” “Bluetooth headset,” or “gaming laptop.”

• Product categories: Browse by groups such as phones, tablets, laptops, accessories, etc.

• Smart filters: Narrow down results based on price, brand, features to find the most suitable items.

4. View Product Details

After selecting a product of interest, customers can click on it to view detailed information including:

• Product description: Overview and key features.

• Technical specifications: Information on processor, RAM, storage, screen size, battery, etc.

• Price: Updated in real time to reflect current promotions.

• Promotional programs: Discounts, bundled gifts, vouchers, etc.

• Warranty information: Warranty period and applicable terms from the manufacturer or CellphoneS.

• User reviews: Real feedback from previous customers to help make better decisions.

5. Proceed to Checkout
Customers click “Buy Now” to begin the ordering process. Here, they can choose their preferred delivery method:

• Home Delivery: Receive the order at the provided personal address.

• In-store Pickup: Select a nearby CellphoneS store for pickup.

6. Enter Personal Information
To ensure accurate and timely delivery, customers are required to fill in:

• Full name of the recipient

• Contact phone number

• Delivery address (for home delivery)

7. Choose Payment Method
CellphoneS supports a wide range of payment options to meet diverse customer needs:

• Cash on Delivery (COD): Ideal for first-time buyers or those not familiar with online payments.

• Bank transfer: Convenient and secure for customers who use Internet banking.

• E-wallets: Supports MoMo, ZaloPay, VNPay, etc., ensuring fast and secure transactions.

• Installment plans: Available for high-value products, allowing payment via credit card or partner financial services.

Additionally, customers can enter discount codes (if available) to enjoy extra price reductions.

8. Confirm and Complete the Order
After reviewing all order details, customers click “Pay” to complete the order. The system will send an email and a text message confirming the order has been successfully placed.

• Prepaid (Online Payment)

• Cash on Delivery (COD)

• 0% Installments (Buy Now, Pay Later)

1. Prepaid Payment

Options:

·  E-wallets: MoMo, ZaloPay, VNPay, ShopeePay, Moca

·  Bank cards: Visa, MasterCard, JCB, NAPAS via OnePay gateway

· VietQR: Scan-and-pay QR codes for bank transfers (no need to manually enter account numbers)
→ These options are available during the checkout stage.

Steps:

1. Select product → "Buy Now"

2. Fill info → choose payment method

3. Complete payment → auto-confirmation

4. Receive e-invoice via email

2. Cash on Delivery (COD)

·  Customers can select "Pay on Delivery" during checkout.

·  Products are delivered by CellphoneS' internal delivery team or partners (e.g., GHN, Viettel Post).

·  Payment can be made in cash or via QR code at the time of delivery.

·  The system updates the order status as "paid" after successful delivery.

3. 0% Installments (BNPL)

Partners: Kredivo, Home PayLater
Benefits:

·  0% interest for 30-day pay-later or 3–12 month installments.

·  No upfront payment, no hidden fees, quick approval (under 60 seconds).

·  Available for orders as low as 200,000 VND, credit limit up to 25 million VND.

·  Promotional offers: up to 20% off for new users, 5%–1 million VND discount for orders from 800K VND

Steps:

1. Choose BNPL at checkout

2. Login/register HomePayLater or Kredivo

3. Pick term → get approval → complete

Sources

cellphones.com.vn/huong-dan-mua-hang-online

Sforum – Payment Guide

HomePayLater Partner Page

GenK Article on Kredivo

Flexible Payment: You complete the payment according to the method chosen when placing the order.

E-Invoice: You will receive a retail invoice with a legally valid electronic invoice. This electronic invoice is extremely important because it is used to look up warranty information later, usually through the product IMEI or your purchase phone number.

• Flexible Policies: Products come with manufacturer warranties, often supplemented by CellphoneS's own. A 30-day free exchange is available for faulty items, and a flexible return policy (e.g., within 15 days) is offered, subject to product condition (new, full accessories, no damage, logged-out accounts).

• Order Cancellation & Refunds: Customers can cancel orders anytime before receiving the product. Refunds for cash payments are processed within 7 working days, while online payments are refunded within 14 days to the original payment method. Only the product value is refunded; shipping and promotional costs are non-refundable.

Immediately after a customer completes the purchase on the CellphoneS website or mobile app, the system automatically generates an order ID. Simultaneously, a confirmation email or SMS is sent to the customer to acknowledge receipt of the order.

2. Manual Confirmation by Call Center Staff

Within approximately 15 minutes of placing the order, a CellphoneS call center representative contacts the customer to verify and support the following:

Inventory confirmation: Ensures the product is still in stock at a nearby store or warehouse.

Customer information verification: Confirms the customer’s full name, phone number, delivery address, and payment method.

Upselling value-added services: Offers additional services such as screen protectors, extended warranty, accidental damage insurance, or compatible accessories.

Note: For orders placed between 9:00 PM and 9:00 AM, a confirmation call will be made before 12:00 noon the following day.

3. Valid Order Condition

The order is only processed further after a successful confirmation call with the customer. If the customer cannot be reached or refuses confirmation, the order may be automatically canceled after a certain period.

https://cellphones.com.vn/chinh-sach-giao-hang

https://cellphones.com.vn/huong-dan-mua-hang-online

https://cellphones.com.vn/sforum/phan-mem-quan-ly-kho

CellphoneS uses a modern inventory management system that tracks real-time stock levels across all warehouses and stores. This system helps allocate stock from the nearest available location to ensure fast delivery and lower logistics costs.

2. Step-by-Step Fulfillment at the Warehouse

Once the order is confirmed, the warehouse staff follows these steps:

Pick items from stock: Select the exact product(s) based on the order ID.

Quality inspection: Ensure the product is undamaged, sealed, and includes all accessories.

Careful packaging: Use protective materials such as bubble wrap or foam pads and seal the package securely.

Attach invoice and warranty slip: These documents are required for after-sales support or product returns.

3. Co-inspection (if needed)

For high-value orders or upon customer request, CellphoneS applies a co-inspection policy. This allows both the customer and delivery staff to open the package and verify the product upon delivery. This process is often recorded on video to ensure transparency and resolve disputes if needed.

https://cellphones.com.vn/sforum/dong-kiem-la-gi

Company name

Company address

Tax code

After the order is completed, your Smember benefits will be fully activated:

Upgrade your membership: Accumulated points from the order will help you achieve higher membership levels (S-NEW, S-MEM, S-VIP), unlocking more attractive offers.

Direct offers: You can receive direct discounts for your next purchases, free shipping, birthday discount vouchers or special promotions exclusively for members.

-After-sales service: At the same time, you will enjoy full warranty and product return policies, along with dedicated support from the switchboard and Dien Thoai Vui repair system if any problems arise during use.

• Dedicated Hotlines: Separate 24/7 hotlines (e.g., 1800.2097 for warranty/purchase, 1800.2063 for complaints) are available.

• Complaint Handling: Complaints via email (cskh@cellphones.com.vn), hotline, or social media are promptly handled by customer care.

• Technical Assistance: Technical consulting on product features and usage issues is provided.

• Feedback & Improvement: CellphoneS collects customer feedback via surveys to continually improve services.

• Loyalty Programs: Special offers and loyalty programs reward frequent customers.

• Promotional Updates: Customers receive notifications about new products and promotions.

• Proactive Engagement: CellphoneS actively recommends related products (upsell/cross-sell) and provides useful usage tips or maintenance instructions to enhance customer experience and lifetime value.