Elva Pastel Backpack 20L / 35L – compact, water-resistant, high-capacity, and built to adapt to every journey.

We make it right — not complicated.

At Setago, we strive to deliver high- quality products and excellent service. In the rare case something goes wrong, we’re committed to resolving the issue fairly — with a refund, store credit, or replacement when applicable.

We understand that international returns can be complex and costly.
That's why we don’t require most items to be shipped back. However, in specific cases where we do request the item be returned, we’ll provide clear guidance and partial return shipping support.

Who is eligible for a return or refund?

You may request a return or refund within 30 days of receiving your order if:

• You received the wrong item or wrong variation (e.g. size, color)
• The product is damage during shipping
• There is a manufacturer defect or quality issue

We do not accept returns or issue refunds for:

• Change of mind or personal preference
• Size or fit dissatisfaction (please refer to the sizing guide before purchase)
• Products that have been used or damaged through misuse

Case-by-case resolutions

1. Wrong item received / Significant manufacturing defect

We handle these issues on a case-by-case basis. If you receive the wrong item, or the product has a major defect that makes it difficult or impossible to use:

Resolution options may include:

• Partial refund (typically 30%–100% depending on severity)
• Store credit or discount voucher for a future purchase
• Full refund may be offered in exceptional cases

We do not require you to return the item unless specifically requested.

2. Minor defects or cosmetic flaws

If the product functions correctly but contains cosmetic imperfections (such as a scratch, frayed stitching, slight misalignment, etc.):

Resolution options:

• Partial refund (usually 10%–30%)
• Store credit for future purchases

Return not required.

3. Shipping damage

If your item was damaged during shipment, please notify us within 3 days of delivery, including:

• Photos of the damaged packaging and product
• A photo of the shipping label clearly visible

We will assess the issue and offer:

• A replacement (if in stock)
• A partial or full refund
• Or a store credit

4. Change of mind / No longer want the item

We currently do not accept returns or issue refunds for orders due to a change of mind, personal preference, or ordering error. Please review your order carefully before checking out.

If a return is required

In rare cases where we require an item to be returned (e.g., for customs documentation, detailed inspection, or high-value replacements), we will:

• Issue a Return Authorization (RMA)
• Provide a prepaid return shipping label
• Guide you through packaging and documentation

Please note: A $7.99 fee will be deducted from your refund to cover the cost of return shipping for standard-sized and standard-weight items when using the prepaid return label we provide.

This fee helps offset the high cost of international return logistics, while still keeping the process affordable and transparent. If your package exceeds standard dimensions or weight, additional charges may apply — and we will notify you in advance.

We will begin processing your refund or credit after the return package has been received and inspected.

How to request a refund or credit

Please email returns@setago.vn

and include:

• Your order number
• A description of the issue
• Clear photos or videos showing the problem
• Your preferred resolution (refund or store credit)

We aim to respond within 2 business days, and resolve most requests within 7–10 business days.

Shipping Overview

We partner with Viettel Post International to ship directly from our warehouse in Vietnam to customers in the U.S.
Flat shipping rate: $6,99 per order (we cover the rest).
Processing time: Orders are processed within 1–2 business days after payment is confirmed.
Estimated delivery time:

o   Standard
delivery: ~ 7 business days on average.

o   In special cases (customs clearance,
weather, carrier delays), delivery may take up to 14 business days.

Once your package is shipped, you will receive a tracking number via email so you can follow your order in real time.

Shipping FAQs

How long does shipping take?

Most U.S. orders arrive in 7 days. However, due to the nature of international shipping, some orders may take up to 14 business days. Factors such as customs inspection, local carrier delays, or severe weather may impact delivery times.

How much does shipping cost?

Shipping is flat-rate $10 per order. Setago subsidizes the rest of the international shipping cost so that you can enjoy fair and predictable pricing.

Which carrier will deliver my order?

All packages are shipped with Viettel Post International, which works with major U.S. carriers (such as USPS, UPS, or FedEx) for final delivery.

Where can I track my package?

Once your order is shipped, we’ll send a tracking number by email. You can use it on Viettel Post’s website or the U.S. carrier’s website after customs clearance.

What if my order is delayed?

We work hard to fulfill all orders on time. However, deliveries may take longer due to:
- High order volumes
- Customs clearance procedures 
- Weather disruptions or unforeseen carrier issues

If your package has not arrived after 14 business days, please contact our Customer Support team for assistance.

Do you ship hazardous or oversized items?

Currently, we do not ship hazardous, flammable, or oversized items internationally. Each product page will clearly note if there are shipping restrictions.

Important Notes

Delivery times are estimates and not guaranteed.

We recommend recording an unboxing video when receiving your order to help us resolve any shipping-related issues
quickly.

Holidays in Vietnam or the U.S. may affect shipping timelines.