Costume Rental Policy at Gạo Nâu: Deposit, Return, Exchange, Compensation 2026

TL;DR — 100 words

Gạo Nâu applies 4 policy pillars: (1) 30% deposit at booking + 70% upon pickup at the studio. Deposit by set: from 1.5M (Áo Dài Nữ — women's long dress), 2.5M (Áo Dài Nam — men's, Ngũ Thân — five-panel, Áo Tấc — ceremonial), 3M (Tứ Thân — four-panel), 3.5M (Yếm Đối Khâm, Giao Lĩnh, Viên Lĩnh — court robes), 2M (Mãng Bào — python robe), up to 7M (Nhật Bình — Nguyễn royal). (2) Rental 4h/8h/1 day = 24h actual wear + 12h advance pickup (total 36h). (3) Style/size exchange: free first time if announced 48 hours in advance. (4) Compensation: late 50K/hour, light stain 50–300K, large tear 70–100% of set value. Self-washing, high-heat ironing, adhesives are forbidden. Deposit refunded within 24 hours after inspection in original condition.

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4 policy pillars — overview table

Pillar	Main content	Applies to	When applied
1. Deposit & payment	30% deposit at booking + 70% at pickup. Deposit refunded within 24h	All renters	At booking + at pickup + at return
2. Rental & pickup time	4h / 8h / 24h actual wear + 12h advance pickup = total 36h	All renters	Counted from when the customer leaves the studio with the costume
3. Style / size exchange	Free first time if announced 48 hours in advance. Fee from second time	Customers who book ≥ 3 days in advance	Before pickup
4. Damage compensation	Divided into 5 levels: light – medium – heavy – very heavy – replacement. 5 exemption cases	All renters	At inspection upon return

The four pillars are connected in a chronological flow: Deposit reserves the slot → Rental period defines the wear window → Exchange remains flexible before pickup → Compensation activates only when damage occurs. Customers who understand all four will avoid 95% of disputes or misunderstandings.

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1. Deposit and payment

The deposit is how Gạo Nâu reserves the costume exclusively for the customer during the agreed time slot. No deposit = no confirmed booking. Vietnamese ethnic costumes — especially premium sets such as Nhật Bình and Giao Lĩnh — often attract multiple interested customers on the same day, so the deposit protects the rights of the customer who books first.

30/70 structure

Payment milestone	Ratio	When	Method
Booking deposit	30% of set deposit	Upon booking confirmation (online/at studio)	Bank transfer / VietQR / card
Pickup deposit	Remaining 70% + rental fee	Upon arrival at the studio to collect the costume	Cash VND/USD / bank transfer / card / PayPal / Wise

The rental fee (set rental price) is paid together with the 70% deposit at pickup. Total amount to bring when picking up = 70% deposit + 100% rental fee.

Accepted payment methods

Method	Note	Surcharge
Cash VND	Preferred	0%
Cash USD	Converted at Vietcombank rate on transaction day	0%
Bank transfer VND	VietinBank, Vietcombank, BIDV, Techcombank	0%
VietQR	Scan QR via banking app	0%
Visa/Master credit card	POS machine at the studio	+2–3%
PayPal	For overseas Vietnamese and international customers	+4%
Wise (TransferWise)	Good international rate, low fee	As per Wise

Deposit by costume set

Costume set	Deposit	Note
Áo Dài Nữ (women's long dress — traditional / modernized)	1,500,000 VND	Standard
Áo Dài Nam (men's long dress)	2,500,000 VND	Includes turban (khăn đóng)
Áo Ngũ Thân (five-panel tunic)	2,500,000 VND	Nguyễn-era heritage costume
Áo Tấc (formal ceremonial tunic)	2,500,000 VND	Ceremonial heritage costume
Tứ Thân (four-panel tunic)	3,000,000 VND	Northern Vietnam costume
Yếm + Áo Đối Khâm (breast cloth + parallel-front tunic)	3,500,000 VND	Lý-Trần dynasties costume
Giao Lĩnh (cross-collar robe)	3,500,000 VND	Lê dynasty heritage costume
Viên Lĩnh (round-collar robe)	3,500,000 VND	Lý-Trần court costume
Mãng Bào (python robe)	2,000,000 VND	Standard premium
Nhật Bình (Nguyễn royal robe)	7,000,000 VND	Nguyễn royal court — top tier

Why the Nhật Bình deposit is 4 times higher than the Áo Dài Nữ: this set includes 6–8 layers, hand-embroidered with metallic thread, plus a golden headdress (mấn) and embroidered shoes (hài) with individual value. A complete Nhật Bình set has a new-purchase value of 25–40 million VND, so a 7M deposit is reasonable to cover full risk.

Refund — clear policy

After the customer returns the costume and Gạo Nâu completes inspection (see the Inspection Process section below), the deposit is refunded as follows:

• Cash: refunded immediately at the counter
• Bank transfer: refunded within 24 hours to the original account
• Credit card: refunded according to bank cycle, 3–7 business days
• PayPal/Wise: refunded via the same channel, 1–3 days

If the bank transfer has not been received after 24 hours, the customer should immediately contact the hotline so Gạo Nâu can trace the transaction.

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2. Rental and pickup time

This is the most commonly misunderstood area. Gạo Nâu clearly separates "actual wear time" and "holding time" because these two concepts are charged differently.

Standard time slots

Rental package	Actual wear time	Advance pickup time	Total holding time
4 hours	4 hours	0 (same-day pickup)	4 hours
8 hours	8 hours	0 (same-day pickup)	8 hours
1 day	24 hours actual wear	12 hours advance pickup	36 hours from pickup
2 days	48 hours actual wear	12 hours advance pickup	60 hours
3 days	72 hours actual wear	12 hours advance pickup	84 hours
1 week	168 hours (7×24)	12 hours advance pickup	180 hours

Real example: The customer books the 1-day package and plans to shoot at 9 AM on Saturday. The customer may arrive at 9 PM Friday for pickup (within the 12 hours), wear it overnight for makeup preparation, shoot all day Saturday, and return before 9 PM Saturday (full 24 hours actual wear). Total holding time is 36 hours — exactly within the policy.

Late return surcharge

Lateness	Surcharge	Calculation basis
Late ≤ 60 minutes	50,000 VND/hour	Flexible, calculated by actual hour late
Late 1–6 hours	50,000 VND/hour	Max 300,000 VND
Late > 6 hours	Charged for one additional package	Because the set cannot be handed to the next customer
Late > 24 hours	Add 1 day + possible compensation to the next customer	Case by case

Long-term rental (2–7 days)

Overseas Vietnamese touring 5 cities, or families booking multi-day wedding packages, may apply the long-term rental package with a 10–20% discount compared to the cumulative daily rate. Notice required at least 5 days in advance so Gạo Nâu can hold the costume.

Days	Discount vs cumulative	Advance notice required
2 days	-5%	≥ 3 days
3 days	-10%	≥ 5 days
5 days	-15%	≥ 7 days
7 days	-20%	≥ 10 days

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3. Style / size exchange — policy

Customers often change their minds after viewing actual photos, or when the size does not fit. Gạo Nâu allows flexible exchange within reasonable limits to protect the costumes and other customers' schedules.

Exchange situation	Fee	Condition	Note
First style / size exchange	FREE	Notice ≥ 48 hours in advance	Applied once per customer per rental
Second style exchange and beyond	100,000 VND/time	Notice ≥ 24 hours in advance	Due to increased warehouse handling
Last-minute exchange (≤ 24h)	200,000 VND	Subject to stock, no guaranteed availability	May not be exchanged
Áo Dài made-to-measure size adjustment	200,000–500,000 VND	1–3 days before pickup	Depending on complexity
Exchange after pickup and leaving the studio	NO EXCHANGE	—	Because the set has left the controlled warehouse

Real-world examples

• Case 1: Customer books Tứ Thân, after watching Instagram videos finds Yếm Đối Khâm more beautiful. Notice 3 days in advance → free exchange. If there is a deposit difference (3M → 3.5M), add 500K deposit.
• Case 2: Customer books Áo Dài size M, finds it tight the day before the shoot → wants size L. Notice 36 hours in advance → still free first time.
• Case 3: Customer is already at the studio, tries Nhật Bình, doesn't like it, wants to switch to Giao Lĩnh → counted as second exchange (last-minute), surcharge 200K + Giao Lĩnh in that size may not be available.

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4. Compensation — 5-level classification

Gạo Nâu classifies damage into 5 levels for transparency and fairness. Each level has a specific monetary range, independent of staff discretion.

Level	Problem description	Compensation	Real example
Light	Stain requiring dry cleaning, loose stitching < 5cm, lost small button, water mark	50,000–300,000 VND	Small coffee stain, loose sleeve thread, lost one 50K hairpin
Medium	Tear 5–15cm, stubborn stain requiring professional treatment	300,000–1,000,000 VND	Torn áo dài hem, spread lipstick mark, lost turban
Heavy	Tear > 15cm, lost main accessories (mấn headdress, hài shoes)	1,000,000 VND–50% of set value	Torn silk áo dài body, lost Nhật Bình headdress
Very heavy	Lost main costume, irreparable damage	70–100% of set value	Burned-through silk, lost entire set
Replacement	Must purchase new or re-tailor	Market price + 20% surcharge	Nhật Bình cannot be re-tailored uniformly, must purchase new

Costume set value calculation

The value of each Gạo Nâu costume set is recorded separately, not calculated as the rental price multiplied. Customers may request to view each set's value record in advance to know the maximum risk.

Set	Reference set value	50% value	100% value
Standard Áo Dài Nữ (women's long dress)	3,000,000 VND	1.5M	3M
Áo Dài Nam with khăn đóng (turban)	5,000,000 VND	2.5M	5M
Tứ Thân (four-panel)	6,000,000 VND	3M	6M
Giao Lĩnh / Viên Lĩnh (court robes)	8,000,000 VND	4M	8M
Nhật Bình (6 layers + mấn + hài)	30,000,000 VND	15M	30M

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Absolute prohibitions — 6 clauses

These are the 6 actions that cause the most serious damage to ethnic costumes. Violating any 1 of the 6 = loss of the entire deposit + compensation at the very heavy level.

#	Prohibition	Reason	Risk if violated
1	No machine washing	Spin cycle tears silk and snaps embroidery thread	Compensation at Heavy level
2	No ironing above 110°C	Silk burns at 120°C	Replace entire set
3	No glue, tape, stickers	Glue sticks to metallic embroidery thread	Compensation at Medium level
4	No cutting or altering the structure	Damages original stitching, unrecoverable	100% of set value
5	No chemicals (pesticide, nail polish, high-alcohol perfume)	Alcohol fades naturally dyed fabric	Compensation depending on stain
6	No smoking while wearing premium costumes	Smoke odor adheres permanently to silk	Compensation at Medium level

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Compensation exemption cases

Not every damage is caused by the customer. Gạo Nâu recognizes 5 cases that are fully exempt from compensation — the customer pays no additional charge.

Situation	Required evidence	Exemption level
Technical defect by Gạo Nâu	Set had pre-existing defect (proven via pickup inspection record)	100% exemption
Natural storm	Hydro-Meteorological Center forecast that day rated ≥ Level 6	100% exemption for water marks
Accident with hospital record	Hospital admission paper with date + cause	100% exemption
Robbery with police report	Local police report	100% exemption
Damage at the studio (fire, fallen light)	Studio CCTV footage	100% exemption — studio insurance covers

Note: "water marks from rain" are exempt if a storm forecast exists, but "tear from a motorbike fall" is NOT exempt because the customer could have chosen not to ride a motorbike while wearing silk.

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Inspection process upon return

The standard 6-step inspection process ensures both parties (the customer and Gạo Nâu) have transparent evidence in case of a dispute.

Step	Action	Performed by	Duration
1	Customer brings the costume to the studio	Customer	—
2	Inspect accessories (mấn, hài, bag, hairpin)	Staff	5 minutes
3	Inspect main costume under natural light	Staff	10 minutes
4	Detect issues → report + record (with photos)	Staff	5–15 minutes
5	Calculate surcharge/compensation (if any) → refund remaining deposit	Staff + customer	5 minutes
6	Customer signs confirmation record	Customer	2 minutes

The entire process usually takes 15–30 minutes. In complex compensation cases, it may extend to 1 hour.

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Refund — 100% / 70% / 50% / 30% / 0% policy

The refund level depends on 2 factors: on-time return + costume in original condition.

Situation	Refund level	Deduction
Return in original condition + on time	100%	No deduction
Late < 1 hour + original condition	70%	-30% late surcharge
Late 1–6 hours + original condition	50%	-50% late surcharge
Late 6–24 hours + original condition	30%	-70% (late + 1 next package)
Late > 24 hours OR severe damage	0%	Deposit lost + possible additional compensation

In all cases, even if the deposit is forfeited, the maximum compensation = 100% of the costume set value, not exceeding the market price to buy a new set.

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Frequently asked questions — 25 Q&A

1. Is the 1.5M deposit for Áo Dài Nữ too high?

No. A quality Áo Dài Nữ (Vạn Phúc silk, made-to-measure) costs 2.5–4 million VND new. A 1.5M deposit is only 50% of value, enough for Gạo Nâu to be confident letting the costume leave the studio.

2. Is the 24-hour refund real or just marketing?

Real. The process is automated by Gạo Nâu's Appwrite system: once staff confirm the costume is in original condition, the refund order is created immediately. Domestic bank transfers arrive within hours, up to 24h max. Credit cards take 3–7 days per bank cycle.

3. Is last-minute size exchange free?

Free if announced 48 hours in advance. Closer to the date (24h) incurs a 200K surcharge + no guarantee of suitable size. If trying on at the studio and exchanging immediately for the first time, it's usually supported free.

4. Is there a package for 5 consecutive days of rental?

Yes. The 5-day package gives a 15% discount vs. daily cumulative, requiring at least 7 days advance notice. Suitable for customers touring 5 cities North–Central–South.

5. Do I have to compensate if Vạn Phúc silk fades from sun exposure?

It depends. If the fading is from natural sun (4–8 hours outdoor shooting) and no specific stain → no compensation (silk characteristic). If the fading is from chemicals, alcohol, or improper care → compensation at Light–Medium level.

6. How much to compensate for lost gold-thread embroidered shoes?

Gold-thread embroidered shoes (hài) with Nhật Bình have their own value of 2–5 million/pair depending on design. Losing one = 50% (1–2.5M); losing the pair = 100% (2–5M). Specific amount noted in the pickup record.

7. Can a coffee stain be saved?

Small coffee stains on modern áo dài (cotton/blended silk): dry cleanable, fee 50–150K. Coffee on pure silk: difficult to fully save, compensation at Light level 150–300K.

8. What if I forget to return one accessory?

Staff records it in the inspection report. The customer has 48 hours to return it without charge. After 48 hours it's counted as lost (compensated at actual value).

9. Is renting + riding a motorbike in the rain a problem?

Cotton áo dài or standard Áo Dài Nữ: fine with a raincoat. Vạn Phúc silk, Giao Lĩnh, Nhật Bình: motorbike not recommended. Gạo Nâu offers cyclo (xích lô) + car rentals for travel around the inner city.

10. Do I compensate if a wind gust tears the áo while driving?

Yes. This is an accident from the customer's choice to ride a motorbike. Compensation at Medium or Heavy level depending on the tear. With police verification it wasn't the customer's fault, a 50% exemption may be considered.

11. How do overseas Vietnamese book online and pay deposit?

30% deposit via PayPal (+4%) or Wise (low fee). Upon arrival in Vietnam, pay the remaining 70% at the studio in cash USD/VND, bank transfer, or credit card (+2%). Deposit confirmation contract is sent via email.

12. Can I pay 7M Nhật Bình deposit by credit card?

Yes. The studio's POS accepts Visa/Master/JCB with a 2–3% surcharge (2% Visa/Master, 3% JCB/Amex). Nhật Bình deposit 7M + 2% surcharge = 7.14M.

13. Can I rent in a rush within 24h with full deposit?

Yes. Walk-in customers at the studio paying 100% deposit (booking + pickup combined) can receive the costume immediately. No advance booking needed.

14. Is the deposit for combo (rental + shoot) separate or combined?

Separate. The photo shoot does not require a deposit (since Gạo Nâu performs it). Only the rental requires a deposit. At final payment, the invoice splits the two items for transparency.

15. Is 200K surcharge for the 3rd style exchange too high?

Reasonable. The 3rd+ exchange means the customer is still uncertain, requiring Gạo Nâu to hold/release multiple sets, affecting other customers' schedules. 200K covers warehouse operating cost.

16. When is the 200–500K áo dài made-to-measure size adjustment fee applied?

200K for minor adjustments (hem, waist). 500K for major adjustments (collar, sleeves, shoulders). 1–3 days depending on the tailor. Notify early to avoid delays.

17. What is the penalty for smoking while wearing the costume?

Violation = compensation at Medium level (300K–1M) for odor treatment + dry cleaning. Violation with premium sets (Nhật Bình, Giao Lĩnh) = replace entire set as the odor cannot be fully removed.

18. Lost a small hairpin — compensation 50K?

Correct. Small hairpins, buttons, accessories valued at 30–80K each. Compensated at actual recorded value. Premium hairpins (gold-plated, faux gem) = 100–300K.

19. How does the deposit work for a 5-city 7-day tour?

Two options: (a) one 7-day continuous deposit with the long-term -20% package, or (b) deposit per city via Gạo Nâu partners (if branch cooperation exists). Usually (a) is more economical for overseas Vietnamese.

20. Is there a package for businesses renting 20 sets?

Yes. Businesses/film crews/events renting ≥ 10 sets together receive a 15–25% rental discount + free inner-city delivery. Per-set deposit still applies to protect against risk.

21. Discount for a family of 5 renting Tứ Thân?

Yes. Family combo of 5 Tứ Thân sets (3M × 5 = 15M deposit) receives a 10% deposit discount, reducing to 13.5M. Applies to families booking one shared shooting schedule.

22. What's the exchange rate when paying deposit in USD cash?

Vietcombank rate on the transaction day, publicly displayed at the counter. No conversion fee. Customers may request to see the rate before payment.

23. If refund is 0%, can I appeal?

Yes. Appeal process: (1) Submit written appeal within 7 days after return. (2) Gạo Nâu reviews records + CCTV. (3) Response within 14 days. (4) If unresolved, the matter may go to commercial arbitration or the local civil court.

24. Does the Gạo Nâu combo (shoot + rental) apply the 10% discount for 3-day rental?

Yes. Customers booking a shoot at Gạo Nâu + 3-day costume rental receive a 10% rental discount (deposit unchanged). Shoot fee unchanged.

25. If I cancel 30 days in advance, is the deposit refunded 100%?

Correct. Cancel 30 days in advance: 100% booking deposit refund. Cancel 14 days in advance: 70%. Cancel 7 days in advance: 50%. Cancel 3 days in advance: 30%. Cancel on the booking day or no-show: 100% deposit forfeited.

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Summary table — cancellation policy

Cancellation timing	Booking deposit refund	Note
30 days in advance	100%	Full refund
14 days in advance	70%	30% holding fee deducted
7 days in advance	50%	50% holding fee deducted
3 days in advance	30%	70% holding fee deducted
Booking day or no-show	0%	Booking deposit forfeited

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Contact + See more

• Booking & deposit consultation hotline: contact via the official Gạo Nâu system, phone (+84) 365 038 831
• Complaint email: [email protected]
• Sample contract document: see the policy page on the website
• See more: Costume rental price list by set — Guide to choosing the right set for your body type — Pickup and return procedure — Supplementary costume insurance for international guests — Special rules for group bookings (≥ 10 sets)

All policies above take effect from 2026 and may be updated quarterly. Customers booking before an update receive the policy in effect at the time of deposit. The official document always takes precedence over translations or blog summaries. Address: 351/45 Lê Văn Sỹ, Saigon. Tax code (MST): 0318027638.