Policy

DELIVERY TIME

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.

Your items will be delivered by SF Express all parts in Hong Kong, and by HK Postal Service/SkyNet UK to all parts in the world.
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.

RETURN & EXCHANGE POLICY

Return or exchange an item 

If you are not completely satisfied with your purchase, simply contact us via info@paperdoll.fr after receiving the item and return the item or items to us in their original condition* WITHIN 3 BUSINESS DAYS. (After 3 business days, we will not be able to issue the refund); We will issue a refund according to the price and quantity listed in your order , or exchange the item for a different size / color if preferred. Delivery charges will have to be afforded by the buyer . Delivery charges, however, are only refundable where the goods are faulty.
  1. 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 .
  2. 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".
  3. Keep your certificate of postage safe as you will need this as your proof of return.
  4. The cost of returning/exchanging the item  is responsible by customers

*Note:

The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.

The parcel can take up to 7 business days to be returned to our warehouse for local Hong Kong mail OR 2-3 weeks for international return, unless sent via special delivery. 
Please copy the form below with your return item/items ,
  • Name :
  • Phone:
  • Order no:
  • Email:
  • Reason for return:
  • Exchange/Refund:

Hong Kong Logistic Centre Address: (by appointment)
Rm 5, 2/F, Phase 2, Newport Ctr, No. 116 Ma Tau Kok Road, Tokwanwan


Faulty Item
If the item you received is faulty, please contact us at info@paperdoll.fr quoting your name, email address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. You have 3 business days from receipt of the faulty item to return it to us.

 

I received the wrong item

If the item you received is not what you originally ordered, please contact us at info@paperdoll.fr quoting your name, email address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. You have 3 business days from receipt of the faulty item to return it to us.

 

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

If a discount was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level.
This returns policy does not affect your statutory rights.

*Note:

When trying on items of clothing, please ensure that you are not wearing perfume / aftershave or a deodorant which may leave a scent or marks on the item. We will be unable to accept the return of any item where there is evidence that these instructions have not been followed. The item must be returned in its original packaging with any enclosed documentation. Jewellery care guidelines: Avoid contact with perfume, deodorant, hairspray or water. Avoid scratching your jewellery by storing in a non-abrasive box or pouch. Handle with care and do not apply any unnecessary force.

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.

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