EXCHANGE POLICY

EXCHANGE POLICY

Coverage

This policy applies to items purchased in person at Whenever Atelier (WA) store locations:

📍 141/8 Bàn Cờ, Bàn Cờ Ward, Ho Chi Minh City (10:00 AM – 9:30 PM)

📍 26 Lý Tự Trọng, Sài Gòn Ward, Ho Chi Minh City (10:00 AM – 10:00 PM)

📍 Level B1, Vincom Đồng Khởi, 72 Lê Thánh Tôn, Sài Gòn Ward, Ho Chi Minh City (10:00 AM – 10:00 PM)

📍 Level B2, Vincom Đồng Khởi, 72 Lê Thánh Tôn, Sài Gòn Ward, Ho Chi Minh City (10:00 AM – 10:00 PM)

For items purchased in-store, WA offers size exchanges only. We do not offer color exchanges, exchanges for a different item, or returns for a refund.

Exchange Window

Size exchange requests are accepted within 3 business days of the purchase date shown on your receipt.

Eligibility

• A valid store receipt is required, fully intact, legible, and free of any alterations.
• Items must be in original condition: tags and packaging intact, unworn, unwashed, free of odor, and undamaged from improper storage or handling.
• Size exchanges do not apply to accessories (socks, hats, belts, etc.) or complimentary gift items.
• We are unable to process items damaged through wear, improper care, or external causes.
• If the issue is due to a manufacturing defect, WA takes full responsibility and will provide a refund if no other resolution can be reached. 
• Whenever Atelier reserves the right to decline an exchange if the receipt or item does not meet the conditions above. 

Exchange Guidelines

• Items purchased in-store may only be exchanged in-store. Bring the item and your receipt to any of our locations; exchanges are subject to available stock at the time.
• If your requested size is unavailable, we can help you exchange it for a different item of equal or greater value.
• Each item is eligible for one exchange only. Exchanges are limited to items of equal or greater value, with any price difference payable at the time of exchange (the new item is priced at its current selling price). No refund is issued for exchanges to a lower-priced item.
• Promotional offers (e.g., gift-with-purchase, additional order-wide discounts) do not apply at the time of exchange.
• For orders placed under a gift-with-purchase promotion, only the paid item is eligible for exchange; the complimentary item is not eligible.

Support

• When this policy is updated, the new terms apply only to purchases made after the announcement date.
• Hotline: +84 911 062 050 (10:00 AM – 9:30 PM daily). We respond within 2 business days.

Coverage

This policy applies to orders placed directly through Whenever Atelier's official Website, Instagram, and Facebook channels.

We offer size, color, and style exchanges for online orders. Returns for a refund are not available.

Exchange Window

WA accepts exchange requests within 3 business days for customers in Ho Chi Minh City, or 7 business days for customers in other provinces or cities.

Eligibility

• Please record a complete unboxing video when you receive your order. WA only accepts claims accompanied by a full unboxing video.
• Style, color, and size exchanges require a valid order number.
• Items must be in original condition: tags and packaging intact, unworn, unwashed, free of odor, and undamaged from improper storage or handling.
• Style and color exchanges do not apply to accessories (socks, hats, belts, etc.) or complimentary gift items.
• We are unable to process items damaged through wear, improper care, or external causes.
• If a defect is due to a manufacturing fault, we will arrange for a courier to collect the item from the original delivery address. Once WA receives the item and confirms it meets the exchange conditions, we will ship your replacement order. WA takes full responsibility and will provide a refund if no other resolution can be reached.
• Whenever Atelier reserves the right to decline an exchange if the order details or item do not meet the conditions above. 

Exchange Guidelines

• Please contact WA for instructions before sending back your item, along with your order number and photos or video of the item. For customer-requested exchanges, the returned item must include its tags, original packaging, and receipt or order number.
• Exchanges apply to items with manufacturing defects, shipping damage, incorrect or missing items, or customer-requested style or color changes.
• If your requested size is unavailable, we can help you exchange it for a different item of equal or greater value.
• Each item is eligible for one exchange only. Exchanges are limited to items of equal or greater value, with any price difference payable at the time of exchange (the new item is priced at its current selling price). No refund is issued for exchanges to a lower-priced item.
• Promotional offers (e.g., gift-with-purchase, additional order-wide discounts) do not apply at the time of exchange.
• For orders placed under a gift-with-purchase promotion, only the paid item is eligible for exchange; the complimentary item is not eligible.

Shipping Fees for Online Exchanges

• Customer-requested exchanges: the customer covers round-trip shipping.
• Defective items, shipping damage, or incorrect/missing items: WA covers round-trip shipping.

Support

• When this policy is updated, the new terms apply only to purchases made after the announcement date.
• Hotline: +84 911 062 050 (10:00 AM – 9:30 PM daily). WA responds within 2 business days of receiving your request.