Estimated delivery time is displayed on each product's details page, and depends on whether the item is in our warehouse or sourced externally. We will typically ship an item out within 24-72 hours and try to make all deliveries within 3-5 business days for local Hong Kong, Taiwan and Macau; and within 2-3 weeks for international shipment. *Bad weather may result in delay.
*Business days exclude weekends and holidays.
*Custom issue is unexpected and may result in up to 2-week delay.
**SPECIAL NOTICE: Due to high demand, most of our products are on pre-order and the respective ready to ship date is listed on the product page.
RETURN & EXCHANGE POLICY
Return or exchange an item (not applicable to our sale items)
- Re-pack the item in its original packaging with labels and tags Must be still attached or we will not be able to issue a refund .
- Return the package by using the Post Office counters or other courier service provider. Please do not post the package through the post box without obtaining a certificate of posting. If you are sending it by SF-express, please be sure to check the box "Paid by sender".
- Keep your certificate of postage safe as you will need this as your proof of return.
- The cost of returning/exchanging the item is responsible by customers
- Name :
- Order no:
- Reason for return:
Hong Kong Logistic Centre Address: (by appointment)
Rm 5, 2/F, Phase 2, Newport Ctr, No. 116 Ma Tau Kok Road, Tokwanwan
We currently do not accept return & refund for our sale items. Thank you.
I received the wrong item
HOW LONG WILL MY REFUND TAKE TO BE PROCESSED?
If you would like to return an item, we will refund you within 10 days of the day that we email you to confirm that you are entitled for a refund. Please note, this is provided that the product returned is received back to us within the 3 business days returns period or is faulty.
Faulty products returned by you will be refunded in full, including a refund for the delivery charges for sending the item. However if there is more than the returned faulty item in the same order, the delivery charge will not be refunded.
In the event that we do not receive your returned goods, we will ask you to provide the certificate of posting from the Post Office as proof of postage. We reserve the right to refuse a refund if you are unable to provide the certificate of posting.
We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
Are there any other charges, taxes or duties? (For International)
You may be subject to import duties and taxes that are levied once a shipment reaches the destination country. Neither the Postal Service provider nor Poupée de Papier can be held liable for any additional charges you may incur. Additional charges for customs clearance must be paid by you. Poupée de Papier has no control over these charges and cannot predict what they may be.
Each country has its own customs regulations that may or may not apply to merchandise or material included in your order. When ordering from Poupée de Papier, you are considered the Importer of Record and must comply with all laws and regulations of the country in which you are receiving the goods.
Each order will be accompanied by a customs form that will document what is in the package and its dollar value. If anything is damaged, customs officials will need to know the value of the item(s). Contact your local customs office for further information.
Discount codes & vouchers
The products we list are invitations to treat and not offers. Thus, once an order is received by us we have no obligation to sell, supply or complete the order to you until it has been accepted by our management team. We may refuse and order at our absolute discretion.