Refund policy

Due to limited restock and to ensure all customers have equal opportunity to purchase, all bag purchases are considered final sale items. As such, we are unable to accept returns, cancellations, or exchanges.

However, in the rare event that your bag arrives with a fault, please contact us within 7 days of delivery with a photo of the unused merchandise and a close up of the label tag attached to arrange for a refund.

Surprise Box Return Policy

All Surprise Boxes are final sale due to their sealed nature. Items cannot be returned, exchanged, swapped, or refunded.

Change of mind or preference differences are not eligible for return.

Jewelry Return/Refund Conditions

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 jewelry items where the sticker has been altered or removed will not be accepted.

Damages and issues

Please inspect your order upon reception and contact us at service@aupen.com immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. At the same time, customer will need to take the photo as the proof.