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ANSWERS TO YOUR QUESTIONS

ORDERS

CAN I AMEND MY ORDER
Once you have placed an order we cannot make any changes to it. This includes changing the delivery options, delivery address or payment method.
CAN I CANCEL MY ORDER
Once you have placed an order we cannot make any changes to it, which means we can't make any cancellation of order.
I RECEIVED AN INCORRECT ITEM, WHAT SHOULD I DO?
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.
I RECEIVED A FAULTY ITEM, WHAT SHOULD I DO?
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.
I have placed an order but I haven’t received a confirmation email. What does this mean? 
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.

PAYMENT

WHAT PAYMENT METHODS ARE ACCEPTED?
We accept American Express, Visa Card, Master Card, Apple Pay, Google Pay, and Shop Pay.

PROMOTIONS & COUPONS

HOW DO I USE A COUPON CODE?
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!
ARE THERE LIMITATIONS FOR THE COUPONS?
Normally offers are for a specific period and will expire afterwards. The conditions will be mentioned at the time of issue.
CAN I USE COUPON CODE FOR DISCOUNTED PRODUCTS?
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.
WHAT ARE THE LIMITATIONS & CONDITIONS FOR CAMPAIGNS & OFFERS?
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.
WHY IS THE COUPON CODE NOT WORKING?
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.

DELIVERY

HOW LONG DOES IT TAKE IF I ORDER FROM HONG KONG?
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.
HOW LONG DOES IT TAKE IF I ORDER FROM OTHER PARTS OF THE WORLD?
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.
HOW ARE THE SHIPPING RATES?
Please refer to the shipping page.
WILL MY PARCEL BE CHARGED AT CUSTOMS?
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.
WHAT CAN I DO IF I FOUND THAT I PUT THE WRONG ADDRSS AFTER PLACING THE ORDER?
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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