Frequently Asked Questions for Online Store customers:

Frequently Asked Questions for Online Store customers:

  1. How can I pay?
  2. Security and Protection of Your information
  3. How do I redeem my discount/promotion code?
  4. Can I amend or cancel my order?
  5. My order has not arrived yet. What should I do?
  6. I have received a faulty/defective item. What should I do?
  7. I have received an incorrect item in my order. What should I do?
  8. An item is missing from my order. What should I do?
  9. How do I return something to you?
  10. Have you (AMENPAPA) received my returned items?
  11. Do you ship to Hong Kong P.O. Boxes?
  12. How do I contact Customer Service?
  13. How do I care for my clothing?

1.   HOW CAN I PAY? [back to top]

We take security very seriously and your details are safe with us.
You can use any of the payment types listed below to pay for your order.

All credit and debit card holders are subject to validation and authorization by AMENPAPA and the card issuer. Please ensure that your billing name is entered exactly as it appears on your card. For the protection of our customers, transactions cannot be processed if billing information is not 100% accurate. Your card is not charged until the order ships.

2.   SECURITY AND PROTECTION OF YOUR INFORMATION [back to top]

AMENPAPA’s Website has one of the most secure and efficient site security systems. The Website uses Norton’s Secure Socket Layer (SSL) online security platform, an industry standard for encryption over the Internet and one of the best security solutions in the world. It has also reinforced all of the various encryption processes in order to provide the most effective protection possible for all sensitive payment information. AMENPAPA never has access to any confidential information about the means of payment.

3.   HOW DO I REDEEM MY DISCOUNT/PROMOTION CODE? [back to top]

To redeem a discount/promotioncode, enter the code in the appropriate field on the checkout page. Be sure to enter the code with the exact spelling and capitalization as shown. You must click "redeem" in order for the discount to be applied. The discounted amount will be displayed on the checkout page.

 You must enter the discount/promotioncode when you are checking out as it cannot be applied later.

If the code is invalid, expired or you have not placed the correct products in the shopping bag, a discount will not be applied.

There are some rules around discount/promotion code:

  • You can use more than one discount/promotion code per transaction.
  • As our discount/promotion codes vary so do the terms and conditions of each, so make sure you check when you receive any discount/promotion code.

4.   CAN I AMEND OR CANCEL MY ORDER? [back to top]

Amending your order

You cannot amend any part of your order or change the delivery or payment method once your order is completed.
You will need to return the original package to obtain a refund and/or place an order for the new product.

Cancelling your order

You can cancel your order within 24 hours after your order is completed. 
Your order will be processed after 24 hours of order confirmation. Within this 24 hour period, you can cancel the order completely but you cannot amend any part of your order or change the delivery or payment method. 

When you place an order with AMENPAPA, the funds are reserved for us - we don't actually take the money until your order has been confirmed and sent to our warehouse. If you cancel your order, we don't take the money however it may take up to 21 days for your bank or card issuer to make your funds available to you again.

If the 'Cancel/View' button is not available, it's too late for you or our Customer Care team to cancel your order. You can return your order to us once you've received it. For more information on how to return your order click here.

5.   MY ORDER HAS NOT ARRIVED YET. WHAT SHOULD I DO? [back to top]

If your order has not arrived by the estimated delivery date, we're here to help. Before getting in contact with us, have you tried the followings:

  • Checking if you have an attempted delivery from one of our carriers. Your parcel may be awaiting collection at a local Post Office, delivery depot or building management office.
  • Checking with your neighbours to see if they have accepted the parcel on your behalf.
  • Looking in any safe areas the driver may have left your parcel, such as behind bins or in a shed, garage or porch.

If you still can't find your parcel, please email us at cs@amenpapa.com and quote your order number. We'll do our best to locate your parcel straightaway.

6.   I HAVE RECEIVED A FAULTY/DEFECTIVE ITEM. WHAT SHOULD I DO? [back to top]

We want to sort out any issues with faulty/defective items straightaway.
As soon as you discover a fault/defect, please contact our Customer Service team at cs@amenpapa.com with the order number, the faulty item's name and number, and a description of the fault. It will help us to resolve the matter sooner if you can include images of the faulty/defective items in the email.
We’ll get back to you as soon as we can and send you a replacement item as quickly as we can.

7.   I HAVE RECEIVED AN INCORRECT ITEM IN MY ORDER. WHAT SHOULD I DO? [back to top]

We want to sort out any issues with incorrect items straightaway. Please contact our Customer Service team at cs@amenpapa.com with the order number and the incorrect item's name and number. We’ll get back to you as soon as we can and send you a replacement item as quickly as we can. 

8.   AN ITEM IS MISSING FROM MY ORDER. WHAT SHOULD I DO? [back to top]

Your items may come in separate parcels so please check your confirmation email/s to see if any of your items will be arriving separately. If your order has been sent in different parcels then each confirmation email will tell you the items you can expect to find inside. Please check the confirmation email/s from each part of your order to make sure you're not missing anything. If an item is missing, please contact our Customer Service team at cs@amenpapa.com with the order number and the missing item's name and number. We will resolve the issue for you as quickly as we can.

9.   HOW DO I RETURN SOMETHING TO YOU? [back to top]

You can return any item to us within 30 days of receiving your original order, including sale items.

For HK Customers

For online purchases, please note that we do not accept returns at our physical stores. You will have to follow the below instructions:

  1. Print and fill in the Returns Form. Click here for the Returns Form. You will need to print out this Returns Form together with the shipping label for returns.
  2. Make sure you fill in the order number and item number on the return item/s one by one on each row of the Returns Form. 
  3. Let us know whether you want a refund or to change it for another size, colour or item.
  4. If you want it replaced for a different size or colour, or you want a different item, you will need to place a new order. We'll send your replacement to the default delivery address on your account. A confirmation email regarding the new exchange item/s including delivery address will be sent to you.
  5. It usually takes up to 10 working days for your returns to be delivered back to our office.
  6. We’ll send you an email as soon as we’ve received your returns in its original condition and apply your refund to your original payment method. This is usually done within 10 working day.
  7. Any refund will automatically be issued to the card you used to place the original order. This typically takes 20 working days in the HK, dependent on your bank/card issuer.
  8. We will try our best to accept all returns. The returns send back to us do not need to be in the original packaging but the original tags/labels must not be taken out or damaged. Additionally, the returns must be clean and cannot be washed or damaged. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.

Important to note: we cannot accept returns or replacements without the above details.Please make sure the Returns Form is filled out correctly and placed in your returns parcel. We shall have the final decision as to whether we accept the returns or not. Should the returns are being rejected, we shall put the record in writing and send to your registered email to explain why the returns item/s is being rejected for exchange or refund.

For International Customers

  1. As an International customer, you can return your parcel using any postal service.
  2. Print and fill in the Returns Form. Click here for the Returns Form. You will need to print out this Returns Form together with the shipping label for returns.
  3. Make sure you fill in the order number and item number on the return item/s one by one on each row of the Returns Form.
  4. Let us know whether you want a refund or to change it for another size, colour or item.
  5. If you want it replaced for a different size or colour, or you want a different item, you will need to place a new order. We'll send your replacement to the default delivery address on your account. A confirmation email regarding the new exchange item/s including delivery address will be sent to you. We will require your confirmation in writing before the delivery is processed. 
  6. It usually takes up to 21 working days for your returns to be delivered back to our office in Hong Kong, depending on your location and which postal service you use.
  7. As the parcel remains your responsibility until it arrives with us, remember to ask for proof of postage, so if your parcel goes missing in the mail, you’ll have proof you’ve sent it.
  8. We’ll send you an email as soon as we’ve received your returns in its original condition and apply your refund to your original payment method. This is usually done within 20 working days.
  9. Any refund will automatically be issued to the card you used to place the original order. This typically takes 30 working days for international, dependent on your bank/card issuer.
  10. We will try our best to accept all returns. The returns send back to us do not need to be in the original packaging but the original tags/labels must not be taken out or damaged. Additionally, the returns must be clean and cannot be washed or damaged. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.

Important to note: we cannot accept returns or replacements without the above details. Please make sure the Returns Form is filled out correctly and placed in your returns parcel. We shall have the final decision as to whether we accept the returns or not. Should the returns are being rejected, we shall put the record in writing and send to your registered email to explain why the returns item/s is being rejected for exchange or refund.

10.   HAVE YOU (AMENPAPA) RECEIVED MY RETURNED ITEMS? [back to top]

For HK Customers

  • As soon as your return has been received and checked by our office, we'll email you to let you know.
  • In the unlikely event that you haven’t received an email within 14 working days of returning your items, contact our Customer Service team at cs@amenpapa.com and we'll get back to you as soon as we can.
  • Make sure you let us know your original order number, which items you have returned and any delivery reference numbers (i.e. from a collection service or courier) when you contact us.

For International Customers

  • As soon as your return has been received and checked by our office, we'll email you to let you know.
  • In the unlikely event that you haven’t received an email within 25 working days of returning your items, contact our Customer Service team at cs@amenpapa.com and we'll get back to you as soon as we can.
  • Make sure you let us know your original order number, which items you have returned and any delivery reference numbers (i.e. from a collection service or courier) when you contact us.

11.   DO YOU SHIP TO HONG KONG P.O. BOXES? [back to top]

Yes, we are able to ship to P.O. boxes via Standard shipping only. Orders to such addresses are not eligible for expedited shipping.

12.   HOW DO I CONTACT CUSTOMER SERVICE? [back to top]

You may reach AMENPAPA’s customer service by emailing to cs@amenpapa.com. We’ll get back to you as quickly as we can.

13.   HOW DO I CARE FOR MY CLOTHING? [back to top]

Please pay close attention to the care instructions provided with each article of AMENPAPA’s clothing. Many of our products should not be put in a dryerto prevent shrinkage. In general, wash and iron your clothing turned inside out to protect the printed graphics and embroidery from damage.