We provide free UPS/DHL Worldwide Express Delivery to most countries, including the EU, UK, Singapore, Canada, and Australia. If you’re unsure whether you’re eligible for free shipping, you can check during checkout for confirmation.

Please note that in some regions, you may still be responsible for any applicable duty and tariff charges upon the arrival of your package.

Average delivery times with DHL/UPS Express are 3 to 7 working days. We will keep you informed of your package's status through email notifications once it has been dispatched. However, please note that actual delivery times may vary due to factors such as weather conditions, customs clearance procedures, and the distance of addresses from airports. For specific transit times for each country, please refer to the DHL/UPS website.

In the event of a late delivery, AUPEN will do all it can to get your package delivered to you as quickly as possible. However, we cannot accept responsibility or offer refunds for delays in shipments that are the result of delays that are the fault of our couriers (DHL & UPS) or a result of customs clearance delays.

If you are still waiting to see your country listed, please reach out to us at service@aupen.com to enquire if we ship to your country. We may be able to arrange special shipments for you!

For orders from the EU, UK, Singapore, Canada, and Australia, all taxes are covered by AUPEN. For other regions, please contact us at service@aupen.com if you are unsure about applicable taxes or duties.

Please note that orders may be subject to duties and taxes, which are the responsibility of the customer. AUPEN does not have control over these fees and cannot provide specific cost estimates as they vary by country. For further details, we recommend reaching out to your local customs office.

Currently, we do not offer expedited or same-day shipping. All orders are processed based on standard shipping times.

Unfortunately, once you place your order, it is processed automatically, and we are unable to cancel or make changes. However, if you notice an error immediately, please contact us at service@aupen.com, and we will assist you as best as we can.

After placing your order, modifications cannot be made, but you are welcome to place a new order.

Once your order has been collected by the courier service, please note that we are unable to modify or cancel it. Please contact the respective courier service directly to make amendments.

Once your order has been processed, we are unable to cancel it.

To initiate a return, please contact us at service@aupen.com within 14 calendar days. Please note that customers are responsible for all return shipping and handling charges. 

We are unable to accommodate returns for change-of-mind purchases. 

Please note that for jewelry items, our boxes are secured with a 'Void if Removed' sticker. To qualify for a return, this sticker must not be tampered with or removed. Returns of jewellery items where the sticker has been altered or removed will not be accepted.

Exchanges are not available due to limited stock. We can only offer a replacement of the original product if it is defective.

Refunds are subject to approval. Once approved, we will process the refund promptly. The credited amount will appear in your account within 1-7 working days, depending on your bank. For exact timing, please check with your bank.

However, in the rare event that your bag arrives with a fault, please contact us at service@aupen.com within 14 calendar days of delivery with a photo of the unused merchandise and a close-up of the label tag attached to arrange for a refund.

For more information contact us at service@aupen.com

Log in to your account on our website to update your details or contact us for assistance.

At present, we do not offer a customer loyalty program.

You can subscribe to our newsletter to receive email updates about AUPEN. To unsubscribe, just click the “Unsubscribe” link located at the bottom of any of our emails. If you need further assistance, please contact us at service@aupen.com.

We accept major credit cards and PayPal. All payments are processed securely.

Your payment will be processed at the time of purchase. If a refund is issued, the amount will be reflected in your account within 1-7 days, depending on your bank.

All of our bags are made from high-quality calfksin leather.

At AUPEN, we use calfskin leather, an organic and delicate material that improves with age.

Calfskin leather showcases natural features like wrinkles, veins, and pores. These characteristics are not imperfections, but rather indicators of the calf leather's quality and transparency, underscoring its durability.

Calf leather is sensitive to environmental factors. It should be protected from water, extreme heat, direct sunlight, and high or low humidity, as these can alter its appearance and color. If your AUPEN creation is in contact with water, gently wipe it with a soft cloth to prevent stains or bubbles from forming as it dries.

Substances like ink, lipstick, or fragrances can leave permanent marks. Additionally, repeated contact with raw or dark-colored fabrics can discolor lighter calf leather. To maintain the shape of your item, avoid overfilling it or inserting bulky, unsuitable contents.

To maintain its sheen, your AUPEN creation needs periods of rest.

When not in use, we recommend storing it in a warm, dry place away from light, preferably in its box or protective cover.