Q: What is the difference between Standard Delivery and Express Delivery?

Home Delivery (Standard Delivery) Standard Home Delivery orders will be delivered within 3–5 days, depending on the delivery time slot selected at checkout. Click Express Delivery Express Delivery is a fast delivery service where your order will be delivered to your doorstep within 3 hours by Grab. To be eligible for same-day delivery, orders must be placed before 6:00 PM every day (including weekends). Orders placed after 6:00 PM will be delivered on the following day. Note: Online free gifts are not applicable to Click Delivery Express.

Question 1

What is Click & Collect Express (CCE)?

Accepted Answer

Click & Collect Express allows you to place an order online and collect it from your selected store within 2 hours after your order is completed.
Orders placed after 6:00 PM will be ready for collection from 10:00 AM the next day.
Please note that online promotional free gifts are not applicable to Click & Collect Express orders.

Question 2

What is the difference between Click & Collect and Click & Collect Express?

Accepted Answer

Click & Collect allows you to collect your order within 3–5 days from the date your order is confirmed (excluding Sundays and Public Holidays).
Click & Collect Express is an enhanced service that enables you to collect your order from your selected store within 2 hours from the time your order is placed — offering a faster, more convenient, and flexible option that fits your schedule.

Question 3

How to find a store that supports Click & Collect Express

Accepted Answer

Step 1:
Download the Watsons VN App by scanning the QR code or via the App Store / Google Play.
Registry/Log in using your mobile number/Member ID or email and password to start your experience.
Step 2:
Add products to your cart by tapping the shopping bag icon.
When you are ready to check out, tap “My Bag” at the top right corner of the screen.
Step 3:
Select “Click & Collect” and tap “Next” to proceed.
Step 4:
Search for and select your preferred pickup store.
Proceed to the payment step to complete your order.

Question 4

How will I know when my Click & Collect Express order is ready for pickup?

Accepted Answer

You will receive an SMS and an app push notification once your order is ready for collection. Upon receiving the notification, you may proceed to your selected Watsons store to pick up your order.
When you arrive at the store, please provide your order number or registered phone number to our staff for order verification and assistance.

Question 5

How do I know if my selected product supports Click & Collect Express?

Accepted Answer

When you choose a Watsons store for Click & Collect (in-store pickup), look for the message: “Supports 2 hours Express Pickup. Please check your SMS notification for the pickup time.”
Stores displaying this message support Click & Collect Express, allowing you to collect your order within 2 hours after placement.

Question 6

Can I add “Online Exclusive” products to a Click & Collect Express order?

Accepted Answer

No. If your shopping cart contains any “Online Exclusive” products, Click & Collect and Click & Collect Express services will not be available, as these items are not stocked in stores and are sold exclusively online on Watsons.
You will be prompted to either:
- Save the items for a future order, or
- Select an alternative delivery method.
Please note that online free gifts are also not applicable to Click & Collect Express orders.

Question 7

Don’t see the Click & Collect Express option?

Accepted Answer

If you do not see the "Express" option on "My Bag" page, this could be due to:
- Your selected store does not have your selected item(s).
- A free gift / sample is in your bag/cart. Please remove it.

Question 8

Can I change/edit my order after my order has been confirmed?

Accepted Answer

Once you have received an order confirmation email, your order has been processed and no further changes can be made.

Question 9

What is Click Delivery Express?

Accepted Answer

Click Delivery Express is a fast delivery service that allows you to receive your order at your doorstep within 3 hours after your order is placed.
To be eligible for same-day delivery, orders must be placed before 6:00 PM, including on weekends.
Orders placed after 6:00 PM will be delivered on the following day.
Please note that online free gifts are not applicable to Click Delivery Express.

Question 10

What is the difference between Standard Delivery and Express Delivery?

Accepted Answer

Home Delivery (Standard Delivery)
Standard Home Delivery orders will be delivered within 3–5 days, depending on the delivery time slot selected at checkout.

Click Express Delivery
Express Delivery is a fast delivery service where your order will be delivered to your doorstep within 3 hours by Grab.
To be eligible for same-day delivery, orders must be placed before 6:00 PM every day (including weekends).
Orders placed after 6:00 PM will be delivered on the following day.
Note: Online free gifts are not applicable to Click Delivery Express.

Question 11

How much is the Click Delivery Express fee?

Accepted Answer

When you select Click Delivery Express, the delivery fee will be applied as follows:
- Orders from VND 249,000 and above (after discounts): Free delivery
- Orders below VND 249,000: Delivery fee of VND 19,000

Question 12

Why don’t I see the Click Delivery Express option?

Accepted Answer

If you do not see the Click Delivery Express option, it may be due to one of the following reasons:
- Your selected delivery address is outside the service coverage area.
- Your cart contains “Online Exclusive” products, which are not eligible for Click Delivery Express delivery.
- One or more items in your cart are out of stock at your nearest store.
- Your cart includes an online free gift - please remove it to select Click Delivery Express.

Question 13

Can I change or edit my order after confirmation?

Accepted Answer

Once you have received the order confirmation notification, your order has been processed and no further changes or edits can be made.
By clicking “Checkout” and completing your payment, you agree to and accept Watsons’ Terms & Conditions and Privacy Policy for this transaction.

Question 14

Is my personal information hacked or leaked?

Accepted Answer

Watsons data is protected by Secure Socket Layer (SSL) encryption and closely monitored. Our staff are certified before accessing data. In addition, we never hold customer credit card information nor do we distribute customer personal information to third party suppliers. If you have any questions, please call our customer service hotline at 1900 989877 (9AM to 9PM).

Question 15

Benefits when registering as a Watsons Club member?

Accepted Answer

As a member of Watsons, customers receive the following benefits:

1. 1 accumulated point for every 10,000 VND shopping

2. 100 points can be redeemed in the amount of 5,000VND for the next purchase.

3. Gifts for members only

4. Exclusive member price

5. Bonus points

6. Exclusive offers for Watsons Own Brand products

Points cannot be exchanged for cash or transferred to another member.

Question 16

How can I register as Watsons member?

Accepted Answer

There are 2 ways to join Watsons Club:

1. Register via Customer's Facebook account.

2. Register via Customer's phone number. - Customers can register online via website www.watsons.vn or mobile application and go to Login section. Follow the instructions to register for membership After the customer completes the information, - Customer will receive One Time Password (OTP) by SMS - Enter OTP in the verification code and click send - Customers will be automatically logged into their account - Confirmation email will be sent to customer's email

Question 17

Why do I receive notifications for out of stock member's gift? Is there a gift limit for members?

Accepted Answer

We are sorry that customers cannot receive gifts for members. We limit the number of gifts per customer to give other customers the opportunity to enjoy the membership gift policy.

Question 18

Why do I see my phone number / email is used when logging in?

Accepted Answer

Please contact us for detailed customer care advice:

- INBOX PAGE: m.me/watsonsvietnam

- E-MAIL: contactUs@watsons.vn

- HOTLINE: 1900989877

Question 19

Why can't I make any transaction with my account?

Accepted Answer

1. Watsons have received a report from the bank about the credit card involved in credit card fraud, the customer's card is registered as a counterfeit card, or other unusual.

2. Watsons have received a report from the bank regarding the cardholder refusing the transaction.

3. High return rate within a year arising from the customer's account.

4. Customer's account is recorded with the number of times of canceling orders and refusing to receive goods many times in a long time.

5. Customer's account is recoreded with the signs of abnormal purchases and exceeds the limit specified at Watsons Please contact the hotline 1900 9898 77 (from 9AM to 9PM) if you have any questions about your account)

Question 20

Promotion for members on birthdays month?

Accepted Answer

Benefits for members in birthday month:

01 voucher value 50,000 VND (for orders from 100,000 VND ) during your birth month at Watsons stores.
(Note: Applicable to member accounts with at least one transaction within the last 12 months.)
When registering, we will ask you for your date of birth; this information cannot be changed or updated. Therefore, please update the correct date of birth to receive the offer.

Question 21

I do not receive any notification of birthday month promotion. Can I join the promotion next month?

Accepted Answer

Sorry, this promotion is limited to members whose birthdays are in that month

Question 22

How to check the transaction made at the Watsons store?

Accepted Answer

Customers will be able to see any purchases made the day after the purchase date by contacting Watsons (9am - 9pm daily)

- INBOX PAGE: m.me/watsonsvietnam
- E-MAIL: contactUs@watsons.vn
- HOTLINE: 1900989877

Question 23

What should I do if I forgot my login password?

Accepted Answer

You click on “Forgot password” → Then “Select the most appropriate option” -> Follow our instructions to reset password -> Final step: Enter the new customer password twice.

To ensure that a customer's password is strong enough, the password needs to be between 8 and 20 digits long and must contain a number and an uppercase letter (not including symbols and special characters). May you have any trouble logging in, please contact us for further support (from 9AM to 9PM daily):

- INBOX PAGE: m.me/watsonsvietnam

- E-MAIL: contactUs@watsons.vn

- HOTLINE: 1900989877

Question 24

Can I change my account login email?

Accepted Answer

After login, please go to “My Account” → Click “Edit Profile” → Enter new customer email → “Update”.

The system will send a verification email to the customer's new email address. Please follow the steps in the verification email to complete the process.

Question 25

How can I deactivate my Watsons Member account? Can I get back my account if it has been deactivated?

Accepted Answer

Please call Watsons Contact Center at 1900989877 (9AM – 9PM daily) or Contactus@watsons.vn for assistance. Please note that the deactivation process is irreversible

Question 26

Can I join member in physical store?

Accepted Answer

You can register as a Watsons Club Member at the Watsons VN App/Website. Once registered, your membership works both online and offline in Vietnam.

Question 27

Promotions for Elite members in birthday month?

Accepted Answer

Benefits for Elite members in birthday month:

01 voucher value 50,000 VND (for order from 100,000 VND ) during your birthmonth at Watsons stores.
(Note: Applicable to member accounts with at least one transaction within the last 12 months.)
When registering, we will ask you for your date of birth, this information cannot be changed or updated. Therefore, please update the correct date of birth to receive the offer.

Question 28

How do I upgrade to Watsons Club Elite?

Accepted Answer

To upgrade to Watsons Club Elite, you need 2 factors as follows:

1. You are a member of Watsons Club

2. You have spent from 10,000,000 VND or more at Watsons within 1 year

Question 29

Benefits when upgrading to Watsons Club Elite?

Accepted Answer

As a member of Watsons Club Elite, customers receive the following benefits:

1. 1 accumulated point for every 10,000 VND shopping

2. 100 points can be redeemed in the amount of 5,000VND for the next purchase.

3. Exclusive gifts for Elite members 4. Exclusive member price

5. Bonus points

6. Exclusive offers when purchasing Watsons Own Brand products

7. Instantly receive a 100,000 VND voucher when successfully upgraded

8. Participate in events/workshops organized by Watsons or brands that are partners of Watsons Points cannot be exchanged for cash or transferred to another member.

Question 30

How can I earn points after registering as a member?

Accepted Answer

- At the store: customers can provide the cashier with their email or phone number when paying to earn points.

- EStore: points will be automatically added to the customer's member account when the customer places an order with the customer's membership account

Question 31

Can I check the points earned and redeemed from a particular transaction?

Accepted Answer

On the customer's bill, the customer can find the current points balance, points used in this transaction and new points earned from this transaction. Customers can also log in to their account on eStore www.watsons.vn or Mobile App to find the current balance of customers.

Question 32

Can I transfer my points to relatives and friends?

Accepted Answer

Sorry, could not transfer points between members.

Question 33

Can I earn points immediately when I register as a member?

Accepted Answer

Customers can start earning points immediately and enjoy membership discounts. However, points can only be redeemed 24 hours after earning points.

Question 34

When will my points expire?

Accepted Answer

Points earned in a year will expire within 2 years, according to the annual calendar, which is December 31 next year. For example:

1. If customers earn 1,000 points from spending 10 million VND before December 31, 2025, the points will expire on December 31, 2026.
2. Points earned from January 1st, 2026 will expire on December 31, 2027.

Question 35

After registering, how can I redeem my points?

Accepted Answer

Customers can use 100 points to receive 5,000 VND when making a purchase:

+ For orders at any Watsons store, customers log in to the account on the web, app or notify staff.
+ For orders on the web or app, at the payment window, the customer enters the amount that they want to convert into the "Bonus points" -> "Redeem Watsons member points" -> Enter the amount that they want to convert.

In addition, customers can use accumulated points to redeem gifts that only apply when shopping directly at the store.

Note: the corresponding ammount will be rounded amount divisible by 5.000VND

Question 36

Are eStore promotions the same as Watsons stores?

Accepted Answer

Most eStore promotions and campaigns are like the Watsons stores.

Certain ads and campaigns are limited to eStore. Please refer to the website for the latest information.

Question 37

I accidentally canceled my order. Can order be reinstated?

Accepted Answer

Unfortunately, once an order is canceled, it cannot be reinstated, and the customer will need to reorder it.

Question 38

Can I cancel my order?

Accepted Answer

To cancel an order, please contact Watsons:

- INBOX PAGE: m.me/watsonsvietnam

- E-MAIL: contactUs@watsons.vn

- HOTLINE: 1900989877

We always try to deliver the order as soon as possible to the customer, so once the order has been shipped, we cannot cancel the order on the system, the customer can refuse to accept the delivery when the postman delivery contact.

• Also, to check order status, please refer to “My Account” → “Order History” → Order Status

Question 39

Delivery charges? How are orders delivered free of charge?

Accepted Answer

If orders from VND 249,000 or more (after promotion / discount) will be free delivery.

If the order is below VND 249,000, the following delivery fee will apply:

- Ho Chi Minh: 19,000 VND;

- Other provinces and cities of Vietnam: VND 49,000

Question 40

How can I check order status? How can I track my order?

Accepted Answer

Log in to "My Account" → "Order History" to check the status of orders of customers

Question 41

How long does the delivery time take?

Accepted Answer

Delivery Time
a.Ho Chi Minh City: 1–3 business days.
b.Other provinces and cities in Vietnam: 3–7 business days.
Please note that delivery times may be longer than expected during public holidays or due to unforeseen circumstances such as adverse weather conditions, natural disasters, epidemics, or other force majeure events.

For more information, please refer to your order confirmation email or contact our Customer Service Hotline at 1900 989 877 (09:00 AM – 09:00 PM) for assistance.

Question 42

Can I change my shipping address after placing an order

Accepted Answer

This depends on the delivery method that the customer has chosen:

• Home delivery

o Log in to "My Account" → "Order History" to check the status of customer orders.

o If the status of your order is “processing”, please submit your request via “My account” → “Search transaction” → “Request” or contact our customer service hotline I follow 1900 989877 (from 9AM to 9PM)

o If the status of the order or "" sent "", the address cannot be changed

• Pick up at Watsons Store: delivery store cannot be changed when ordering.

Please contact customer service hotline 1900 989877 (from 9AM to 9PM)

Question 43

What if I have completed the order but then I do not want to receive the item at the Watsons store?

Accepted Answer

After 14 days of delivery to the store, the product (s) will be returned to Watsons and the order will be canceled.

Note: If a customer's transaction history has many orders not received / or canceled, it may be temporarily locked temporarily.

Question 44

If the delivered products do not match my order, are damaged or in poor condition, what will I do?

Accepted Answer

Please contact Watsons for processing (from 9am to 9pm every day):

- INBOX PAGE: m.me/watsonsvietnam

- E-MAIL: contactUs@watsons.vn

- HOTLINE: 1900989877

Question 45

Why is my makeup color different from the online image?

Accepted Answer

It is possible that the color displayed on the customer's screen may differ from the actual product.

Question 46

I purchased the wrong product on eStore. Can I request a replacement product?

Accepted Answer

Currently, Watsons does not change products in orders purchased from eStore.

Question 47

Can I return products purchased online at offline stores?

Accepted Answer

Products purchased on our eStore cannot be returned at the Offline store.

Question 48

Can I return part of my order online?

Accepted Answer

Watsons does not currently support partial return

Question 49

I do not live in Vietnam, can I use the Watsons App to register for eStore abroad?

Accepted Answer

Currently, the App does not support overseas eStore membership registration.

Question 50

Why notice a product is out of stock even though I have added it to my cart?

Accepted Answer

This happens when multiple shoppers buy the same product at the same time. Customers can click on the "Notify me when products are available" option or check out our other products.

Question 51

I want to buy a large amount of products, what can I do?

Accepted Answer

To ensure the best benefits for customers (end consumers), Watsons limits the number of purchases to a maximum of 10 within 14 days (for 1 product).

Question 52

Conditions to confirm my order

Accepted Answer

To check that the order has been placed successfully, the Customer can check:

- Order confirmation email is sent to Customer's order email address

Or

- Log in to “My Account” → “Order History” to check customer order status.

Question 53

Why was my order cancelled?

Accepted Answer

To protect the interests and ensure fairness for all customers. Watsons reserves the right to refuse orders in the following cases:
- Orders placed are not for personal use. (Orders for resale or bulk purchase).
- Customers have signs of abuse or fraud in using discount codes and promotions.
- In case the customer refuses to receive and cancels many orders.
In case customers do not comply with regulations and policies from Watsons. Watsons reserves the right to refuse orders as well as temporarily lock or lock accounts permanently.

Question 54

What is the expiry date of online products?

Accepted Answer

Unless explicitly stated, Watsons ensures that the products sold online will have a minimum 6-month shelf life for orders sent via through Home Delivery Standard, Click & Collect Standard, Click & Collect Express, and Click Delivery Express services

Question 55

Payment methods at Watsons stores?

Accepted Answer

We accept the following forms of payment: Cash, Momo, QR Code, Watsons Gift Vouchers, Credit/Debit Cards and ATM cards of domestic banks.

Question 56

Watsons store information?

Accepted Answer

There are 2 ways to find our contact details:

1. Go to http://www.watsons.vn and click on the icon or the words Store Locator

2. Call customer service hotline at 1900 989877. We accept calls from 9AM - 9PM daily

Question 57

What brands are available at Watsons stores?

Accepted Answer

The Watsons store sells different brands. Customers can find products at Watsons store or visit website www.watsons.vn to find out more information.

Question 58

Does the store have quantity limits on promotional products?

Accepted Answer

We want to ensure that more people can enjoy our great offers. As a result, each campaign may have purchase Terms and Conditions restricting each customer.

Question 59

Return method at Watsons store

Accepted Answer

To make exchange / return, customers need to bring the unused product and invoice to the store purchased within 07 days from the date of purchase.

- Orders must be returned full of gifts, coupons and coupons (included with purchased products) have no signs of use. (If the gift is lost or shows signs of use, the product will not be exchanged / returned.)

- The return / exchange policy does not apply to products that are damaged / scratched or dirty on product packages and products traded in the form of redeeming points.

- The payment for the returned / exchanged order will be refunded with a voucher at Watsons with a value corresponding to the order requested to be refunded.

Question 60

Return / exchange policy for online orders at Watsons?

Accepted Answer

Please contact Customer Service before proceeding with the return

1. Return will be accepted in the following cases:

- The product is expired, incorrect or damaged. Returned products must have tags, labels, boxes and packaging intact as when delivered.

- Returned orders need to be fully refunded for gifts, vouchers and coupons (included with purchased products) that have no signs of use. (If the gift is lost or shows signs of use, the product will not be exchanged/returned)

- Products are returned within 14 days from the date you receive the goods.

2. Shipping address information: details according to the attached coupon

*Note: Returned orders must be packed in the original box and filled out as instructed in the Return Voucher.

3. Payment method:

- The refund method will be The same as The original payment method. In case The payment method is Cash on Delivery (COD), please contact Customer Service for support.

- Refund time: within 30 working days and subject to the policy of the card issuing bank of the Customer from the time the order is successfully completed and returned to the warehouse.

Question 61

If a product has problems after a few days of use, can I request a return / exchange?

Accepted Answer

Please contact Watsons for direct support (from 09am to 09pm):

- INBOX PAGE: m.me/watsonsvietnam

- E-MAIL: contactUs@watsons.vn

- HOTLINE: 1900989877

Question 62

If I return a product, do I have to return points from a purchase?

Accepted Answer

The system will automatically deduct the accumulated points with the purchase. If there are not enough points in the account, we will not be able to accept refunds and the customer will have to exchange the product for a value of the same value or higher.

Question 63

How to return / exchange the product?

Accepted Answer

Depending on the payment method selected by the customer:

• Cash payment: We will transfer the amount in VND to the customer's nominated bank account.

• Payment by credit card / ATM Card: The amount will be refunded to the original payment account.

After receiving the goods and all the necessary information, we will refund the money within 30 working days from the time the shipment returned successfully warehouse and full quality inspection.

Question 64

What is Click & Collect Service?

Accepted Answer

Click & Collect service at Watsons online shopping site, giving you a convenient shopping experience like never before. In case you place an order online and no one is at home to pick it up, you can drop by the stores you want and get absolutely free shipping.