HAYCE Atelier Exchange & Replacement Policy

We accept size exchange requests within 7 calendar days of receiving your order (based on the courier's delivery date).

If you receive a wrong or defective item, please notify us within the same 7-day period so we can assist you promptly.

Please note that HAYCE does not offer cash refunds.
Approved requests will be processed as an exchange or store credit (where applicable).

Very Important!

We highly recommend recording a continuous, unedited unboxing video when opening your parcel.
Should there be any issues with your order, we may require the unboxing video as proof to verify your claim and assist you promptly. This helps us ensure a fair verification process and provide you with the best possible support.

To be eligible for exchange:

  • Exchange request must be submitted within 7 calendar days of receiving your order.
  • Original tags and packaging must be intact
  • Item must be unwashed, unaltered, and in original condition
  • Size exchanges are accepted, subject to stock availability.
  • If your requested size is out of stock, we'll offer an alternative size, item swap, or store credit

Please note:

  • Sale/clearance, white-coloured, innerwear, accessories, and customized items are strictly non-exchangeable.
  • Requests with signs of wear, stains, perfume, makeup, deodorant marks, or damage will be rejected.
  • Minor imperfections on the inside of the garment, such as loose internal threads or inner seam stitching, are a normal part of the manufacturing process and are not considered defects, provided they do not affect the garment's appearance, quality, or wearability. As such, they are not eligible for exchange or replacement.
  • Customers are responsible for return and re-delivery shipping fees, unless the wrong or defective item was sent.
  • For claims involving defective or incorrect items, a continuous, unedited unboxing video is required for verification.
  • Please keep your return shipping receipt/tracking number until the exchange is completed.

For exchange requests, kindly contact us via Whatsapp +60 19-8750315 with:

  • Order number
  • Reason for exchange
  • Clear photos / videos of item condition (a continuous, unedited unboxing video if defective item)

Once approved, exchange instructions will be provided accordingly.