Q: Can I amend my order? 
A: Once you have placed an order we cannot make any changes to it. This includes changing the delivery options, delivery address or payment method. 

Q: Can I cancel my order?
A: Once you have placed an order we cannot make any changes to it, which means we can’t make any cancellation of order.

Q: I’m missing an item from my order, what should I do?
A: We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately. If your order has been sent in different parcels then each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to make sure you’re not missing anything.
If parcels have been checked and item(s) is(are) missing, please contact us with the order number and the missing item’s name and number. We will resolve the issue for you as quickly as we can.

Q: I’ve received an incorrect item, what should I do?
A: Please check against the purchase order. If one of the items you received isn’t what you ordered, please contact us to discuss returns and refund procedures.

Q: I’ve received a faulty item, what should I do?
A: We want to sort out any issues with faulty items straight away. However we only accept refunds and exchanges for faulty items regarding production issues. Within the 14-day period following the delivery, please send us an email, stating your order number, the faulty item(s) number(s), and the issue you encountered. You must include picture(s) of the item, showing clearly the issue of your concern. Once received your email, we will review and if we have concluded that it is on production issues, it will be exchanged for the same type of product in the same size, subject to availability, or refunded.  All products purchased during our final sale are not eligible for return or exchange.

Q: I have placed an order but I haven’t received a confirmation email. What does this mean? 
A: Try checking your email, especially your junk box, or search info@pairpairfull.com from your mail box. if your order in your account showing with order number. If not, please do contact us.

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Q: How do I pay for my order?
A: We accept American Express, Discover Card, Visa Card, Master Card and PayPal.  PayPal supported credit card/debit cards availability depends on different countries.  Please check with PayPal and Braintree for details.

Q: How do I pay with PayPal?
A: Select the PayPal option at the payment box and click “Place Order”. You will be brought to PayPal’s website/window. If you already have a PayPal account, log into it and proceed with payment details. If you do not have a PayPal account, you can register for one.  If you do not want to register an account, simply click “Pay with a card” to skip this. 

Q: How do I pay with Braintree?
A: Select the Braintree option at the payment box and click “Place Order”. You will be asked to enter credit card details directly on our website without being brought elsewhere.  

Q: Are PayPal and Braintree secure?
PayPal is a service that enables you to pay, send money, and accept payments online. You may find PayPal security information here: https://www.paypal.com/hk/webapps/mpp/paypal-safety-and-security
For Braintree, it is a service developed by Braintree that can provide seamless transaction on eCommerce platform. Please visit here for fraud protection info:  https://www.braintreepayments.com/hk/features/fraud-protection

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Q: How do I use my coupon code?
A: Enter your coupon code in the correct field “Coupon Code” at the checkout Cart page. Please make sure that no additional spaces are added when you enter the code. Click “Apply Coupon” and voila! You get your offer!

Q: Are there time limits for the coupons?
A: Normally offers are for a specific period and will expire afterwards. The conditions will be mentioned at the time of issue.

Q: Can I use my coupon code for discounted products?
A: Coupon codes are only valid for regular priced products, not for already discounted products. It can not be combined with any other offers or another coupon code including Pair Pair Fun points. The conditions of use relating to any discount code will be specified at the time of issue.

Q: What are the limits and conditions for campaigns and offers?
A: Normally our campaigns & offers are valid for a limited amount of time only and can not be applied before and after this period. They do not apply on products that are part of a limited edition unless specified. They do not apply on products that are already on discount. The discount will either be automatically applied at checkout or you need to enter a coupon code in the correct field. Please always double check the terms & conditions of the campaign/offer before placing an order since they can differ slightly from the above mentioned general conditions.

Q: Why is the coupon code not working?
A: Please check the conditions and valid date of the coupon code from the source (e.g. email we sent you). In case of doubt, please contact us.

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Q: How long it takes if I order from Hong Kong?
A: All orders are shipped from Hong Kong. It will take up to 3 working days to prepare your order. After your order is dispatched, normally it takes 1-3 working days to arrive at your hands. You will receive a confirmation email with tracking number of the delivery. Your mobile phone number will be passed to postal/courier service. Please be aware of phone calls or SMS for delivery information.

Q: How long it takes if I order from overseas?
A: All orders are shipped from Hong Kong. It up to 3 working days to prepare your order.  Once dispatched, depending on the delivery destination, it will take from 3-5 days (Macau & Taiwan), 7-9 days (major countries in Asia), 9-14 days (North America & most of countries in Europe), 9-28 (rest of the world). For a more detailed estimation, please contact us.
Q: How much is the delivery cost if I order from overseas?
A: We offer free delivery upon the certain amount of purchase. For deliveries within Hong Kong, free shipping for all orders will be offered. For Asia, shipping will be free for net spending over HK$200 or a flat rate of HK$50 will be charged.  For the rest of the world, shipping will be free for net spending over HK$300 or a flat rate of HK$80 will be charged.

Q: Can I have my parcel redirected to a different address?
A: Once an order is placed we are not able to change the delivery address. Please check our delivery confirmation email for delivery method details, and be aware of your relevant postal/courier service arrangements for unsuccessful deliveries.

Q: Will my parcel be charged customs and import charges?
A: You may be charged for handling fees and taxes as your order passes through customs. Any charges on a parcel must be paid by the person receiving the parcel (this also applies to retail & wholesale customers). Complying with Hong Kong regulations, all of your purchases on pairpairfull.com are VAT free. Orders to countries outside of Hong Kong may subject to local VAT, import duties and/or taxes, which are levied once your package reaches your country.  Pair Pair Full do not collect such VAT, duties and/or taxes. Please contact your local customs for more information.

Q: What can I do if I found that my address is wrong after placing the order?
A: Please do contact us with the order number as soon as possible. If the package is already shipped, it may have the 100HKD handling fee plus applicable shipping cost will also be charged.

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Q: What is the return policy?
A: During 14 days following the delivery of your order, you may request an exchange or refund of the items, which you must return to us in perfect condition accompanied by a printed Returns Formed with all details accurately filled in. Please refer to the Shipping & Returns page for details

  • Returns will only be accepted if labels and original packaging are fully intact.  Pair Pair Full cannot accept returns where labels have been removed. 
  • Products purchased on sale (discounted prices) are not eligible for return or exchange.
  • You are responsible for the shipping of returned items back to Pair Pair Full. Items lost in transportation will not be compensated for. Shipping charges on returned products are at the customer’s expense.
  • Refunds for returned merchandise will be made within two weeks of the return of the product, to the original purchaser’s credit card or payment method.
  • Note that additional duties and/or taxes will not be refunded. Neither will shipping costs, as mentioned above. 

Please always refer to Terms & Conditions for full details

Q: Can I return and exchange for no reason?
A: Yes you can return for whatever reason and will get a refund if such request is made within 14 days upon delivery.  

Q: Who is going to pay the return postage fee?
A: You will be responsible for the return postage/shipping fee and relevant charges. Any payments requested upon receipt of the return shipment will be rejected. 

Q: What if the return items are lost?
A: We only process refund cases. We are not responsible for shipments lost during the return shipment. 

Q: I tried on the socks and it does not fit. Can I return?
A: No matter your feet is stinky or not, we do not accept returns for worn, or socks without tags. If we receive socks that are not in perfect condition for resale, the refund request will be rejected.

Q: When will I get my refund if my refund request is accepted?
A: We will process the refund right away after confirming with you. It will take up to 2 weeks to process the refund. 

Q: How do I return or exchange the products?
A: Please refer to the Shipping and Returns page for procedures

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Q: What kind of sizes are your products?
A: We are showing the EU size.

Q: How should I wash and care for my socks?
A: We ensure that our socks are of the highest quality possible. However, the life span can vary depending on the care and handling of the socks. Please refer to the care instructions on the product page.

Q: Where can I find the size guide and care instruction?
A: You can find both information in the product page.

Q: Where are the products produced?
A: Pair Pair Full is the multi-brand socks platform. Country of origin will be shown on the product page.

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Q: Why should I register as PAIR PAIR FUN member?
A: You will enjoy CASH rebate for each dollar you spent on our website. You can save your personal information for your purchase, e.g. shipping address, purchase history… it makes your every purchase much easier. We will also let you know the first handed news from Pair Pair Full.

Q: Do I have to renew my membership?
A: Why renew? It simply never expires! Enjoy it lifelong. 

Q: What is the point-to-cash conversion?
A: For every HK$1 you spend, 1 fun point will be earned.  And for every 20 Fun point, you can redeem for HK$1 on your next purchase!

Q: How can I register as PAIR PAIR FUN member?
A: First, you click the icon on the top right shows as following:

On the right, input your username, email address, and password. Please read the privacy policy before clicking “Register”.

If you have successfully registered if you will be redirected to our member’s menu. You will also receive the confirmation email in register as our Pair Pair Fun membership.

Q: How can I check my Fun points?
A: You go to “My account”, click “Fun Points”, you can check your Fun points record.

Q: How can I use my Fun points?
A: After you put your favorite socks into your cart, you click to “Cart”. A message will appear above your item list. You can see how much you are going to earn for this purchase and how many points that you can use in this transaction.

Simply click “Apply discount” on the points message, you can now edit how much you want to redeem.

For example, all points are redeemed in this case, it can be reduced 24.95HKD.

Q: What are the terms & conditions of PAIR PAIR FUN membership program?
A: Pair Pair FUN refers to the membership program carried within pairpairfull.com, Pair Pair FUN membership program terms & conditions:

  • Hong Kong dollar spent mentioned above means total billed amount net of coupons, vouchers, or other promotional or discount offers
  • Available FUN points refers to total FUN points accumulated net all used FUN points in on all occasions
  • All Pair Pair FUN points can only be redeemed in conjunction with physical goods transactions
  • All Pair Pair FUN points are non-transferrable to another account or at any means convert directly into cash.
  • Pair Pair Full reserves the right to change or modify the expiration of Fun points.
  • Pair Pair Full reserves the right to decide, vary or terminate Pair Pair Fun members. In the event of any dispute, Pair Pair Full’s decision shall be final and conclusive.

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Q: What is the Privacy Policy of Pairpairfull.com?
A: Please read our Privacy Policy here.

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