Return & Exchange

1. How to exchange products?

I.H.F Atelier aims to provide you with the best customer service experience. To ensure this, we kindly ask for your cooperation by providing a video of unboxing the product, along with the order confirmation email.

Please send the exchange request to I.H.F Atelier within 72 hours from the time the product is successfully delivered. If we do not receive any feedback within this period, I.H.F Atelier will assume that you are satisfied with the product, and no further complaints will be accepted.

I.H.F Atelier kindly asks that you carefully read the policies and seek advice from our team before placing an order to avoid the need for exchanges (the process may take up to 1 month).

2. Which products are eligible for exchange?

Products eligible for exchange must remain in their original condition, including brand tags and any accompanying accessories (if any). The product must not be altered, damaged, dirty, exposed to chemicals, washed, have any unusual odors, or show signs of being used. It must not have been posted on social media.

3. Which products are not eligible for exchange?

Products that do not maintain their original condition (as mentioned in section 2).

Products that have been discounted by over 15% are not eligible for exchange (unless they are defective).

Made-to-order and customized products are not eligible for exchange.

4. What should I do if I receive a defective/incorrect product?

Please contact I.H.F Atelier’s hotline for support if you receive a defective or incorrect product.

I.H.F Atelier offers free exchanges in case the defect is caused by I.H.F Atelier (manufacturing defects or incorrect product model, quantity, size, color).

5. What should I do if I want to exchange for a different product from my original order?

For exchanges due to personal preference, you will bear the shipping cost, customs fees, and taxes for returning the product.

The exchanged product must be of equal or higher value than the original product. The difference will not be refunded if the exchange is for a lower-priced product.

The initial shipping fee will not be refunded for exchanges.

6. What should I do for products purchased from online marketplaces?

For products ordered through online marketplaces (e.g., Cultmia), I.H.F Atelier will follow the exchange policy of the respective platform.

7. How can I exchange products?

You can either visit the I.H.F Atelier store to exchange the product or use a courier service. Please note that when sending the product via courier:

Ensure the product is carefully packed to avoid damage, loss, or mishandling.

Take photos of the packaged product before sending it back to I.H.F Atelier. Storing these images will help resolve any issues that may arise during the exchange process.

Contact I.H.F Atelier’s hotline for guidance on how to send the product.

8. How long can I exchange products?

I.H.F Atelier’s exchange policy applies only to orders returned within 14 days from the date you receive the product. After this period, I.H.F Atelier reserves the right to decline the exchange request.

Each product can only be exchanged once.

9. Does I.H.F Atelier have a refund or cancellation policy?

I.H.F Atelier’s refund or cancellation policy is based on specific situations. We only offer refunds or cancellations if the error originates from I.H.F Atelier. If there are any errors in production, we will take full responsibility. I.H.F Atelier does not accept refunds or cancellations based on personal preferences or customer choice. Instead, I.H.F Atelier provides exchanges. The exchanged product must be of equal or higher value than the original purchase. Please note that the difference in value after exchanging for a lower-priced product will not be refunded.

10. How can I contact I.H.F Atelier for support?

For any inquiries, you can contact us via our hotline: +84 97 832 73 50.