Material Composition:
Returns & Store Credit Policy
At HFA, we want you to love what you wear. All returns are subject to our Terms & Conditions (T&C).
Requests that do not meet these requirements may not be processed.
- Store credit only: online orders are returned for store credit. We no longer refund to the original payment method.
- Exchanges are in store only, by appointment. We no longer offer mail-in or doorstep exchanges for online orders — return your item for store credit and re-purchase online.
- Return Window: requests must be submitted within 14 calendar days of receiving your order.
- Item Condition: new, unworn, unwashed, with all tags intact and original packaging, and free from perfume, body odour, smoke or other scents.
- Proof of Purchase: a valid order confirmation or receipt is required.
- Inspection: all items are inspected before store credit is issued.
Submit your return request here before sending anything back.
Returns
Choose one of these return methods in Quick Returns:
1. Drop off at our studio
- By appointment only. Bring your item, original packaging and order confirmation.
2. Ship it back yourself (tracked)
- Use a tracked courier or postal service and provide the tracking number. If non-tracked mail is used, HFA is not liable for lost or unreceived parcels.
3. Request a return label
- A $6 fee applies and is deducted from your store credit.
Store credit is issued once your item is received and passes inspection.
Store Credit
- Online returns are issued as store credit only — we no longer refund to the original payment method.
- Store credit is issued after your item is received and passes inspection, and can be used on any eligible item at hfa.sg.
- To view and spend it, sign in to your account using the email address on your order — no password needed.
- Original shipping fees are non-refundable. Customers are responsible for return shipping, except where HFA delivered an incorrect or defective item.
Exchanges
Exchanges are in store only, by appointment. We no longer offer mail-in or doorstep exchanges for online orders.
- To change a size or colour, book an in-store appointment here (subject to stock).
- If you cannot visit, return your item for store credit and re-purchase online.
- Items must be unworn, unwashed and in original packaging with all tags intact.
More information
FAQs
Q1. How long do I have to return my item(s) or book an in-store exchange?
You have 14 calendar days from the date of delivery to submit a return, or to book an in-store exchange. Requests outside this period will not be accepted.
Q2. What condition must my item(s) be in to qualify for return or exchange?
Item(s) must strictly comply with HFA’s T&C: Unworn, unwashed, unused, with original tags and packaging intact. Items that do not meet these conditions will be rejected for return or exchange.
Q3. Do I need to pay for return shipping?
Yes. Customers are responsible for all return shipping costs, except in cases where HFA delivered an incorrect order or defective item.
Q4. Can I use normal (non-tracked) mail to return my item(s)?
No, only tracked mail is accepted. If you choose non-tracked mail, HFA will not be liable for lost or missing parcels, and your return will not be processed.
Q5. How do I request a return label?
Choose “Request a return label” in Quick Returns. A $6 fee applies and is deducted from your store credit. Submit your request here.
Q6. Can I get a refund to my original payment method?
No. Online returns are issued as store credit only — we no longer refund to the original payment method. You can use your store credit on anything at hfa.sg.
Q7. How long does it take to receive my store credit?
Store credit is issued after we receive and inspect your item, usually within 3 to 7 working days.
Q8. What happens if my return does not meet HFA’s T&Cs?
If your item(s) fails inspection (e.g. worn, damaged, missing tags or original packaging), it will be rejected and returned to you at your own cost.
You may self-arrange for pick up or come down in person to collect your item(s). Store credit will not be issued.
Item(s) not collected will be disposed of after 7 calendar days.
Q9. Can I change to a different product?
For online orders, return your item for store credit and purchase any item you like at hfa.sg. In-store exchanges (by appointment) are for the same product in a different size or colour, subject to stock.
Q10. Can I exchange more than once for the same order?
In-store exchanges are limited to one per order. For anything further, return your item for store credit and re-purchase online.
Q11. What are the non-returnable item(s)?
Sale, clearance, and hygiene-sensitive items (such as undergarments, socks, hats, and similar products) are strictly non-returnable and non-exchangeable.
Q12. Can I walk into the warehouse without an appointment?
No. In-person exchanges are by appointment only to ensure we can assist you properly and efficiently.
Appointments are highly recommended, as there may be a long waiting period or no one available to assist you. Book Here
Q13. What if I receive a defective, incorrect or missing item(s)?
Please contact us or submit your request here within 14 calendar days of receiving your order, with clear photos to help us address the issue.
HFA will arrange a replacement or issue store credit at no extra cost to you.
Q14. Do I get back my original shipping fee if I return my order?
No. Shipping fees paid at check out are non-refundable.
Q15. What if I missed the 14-day return window?
Unfortunately, returns or exchanges cannot be processed once the 14-day period has passed.
Q16. Can I combine multiple returns into one package?
Yes. Provided each item is eligible and within the 14-day return window.
Please include the respective order ID in the parcel.
Q17. Do I need to notify HFA before sending back my item(s)?
Yes. Un-authorized returns will not be processed.
Q18. Who covers the cost if my return parcel is lost in transit?
Customers are responsible for the return parcel until it reaches HFA.
That is why we require tracked mail - HFA will not be liable for lost or untracked returns.
Q19. What if my store credit amount is incorrect?
Please contact us with your order number and return request details, and our team will review it and advise you accordingly.
Q20. Do I need to return free gifts received with my purchase?
Yes. Any promotional or complimentary items received must be returned in unused condition.
Otherwise, the refund/exchange will be considered invalid.
Q21. What are instances that my return or exchange might be rejected?
- Item tag is no longer intact or missing original packaging
- Item used, altered, washed, worn or damaged
- Item reek of smell (e.g. perfume, cigarettes, etc), or have signs of wear (e.g. stains, dirt, beauty/cosmetic products, etc)
- Hygiene-sensitive products such as undergarments, socks, hats and etc.
- Sales/Clearance Items
Q22. Can purchase history replace receipt / invoice?
The purchase history does not serve as a receipt purpose when processing a return or exchange. It only serves as our customer product purchase record.
To return or exchange an item, you are required to have the order confirmation email or invoice.