If you have any enquiry or suggestion, please contact us:
-
EMAIL
cs@bape.com
ORDERS AND SHIPPING
Please check with your local FedEx courier for your country's/region's updated shipping policies. If you have any questions, please do not hesitate to contact our Customer Service team at cs@bape.com.
When you shop at BAPE, the products that are added to your shopping cart and pending purchase at check-out will be shown on the check-out page of BAPE. You may select the products that you want to buy from the shopping cart, and then proceed to the purchase check-out. At the purchase check-out, our system will group the goods you ordered together. If you wish to change or amend your order, you may do so before clicking the “Submit Order” button. After clicking the “Submit Order” button, you cannot cancel the payment or the ordered products from BAPE.
1. Processing: After you place the order and complete the payment on BAPE, the order status will be “Processing”. The order will automatically be followed by the delivery process and the order status cannot be changed at this time. If you need to change the order details, please contact us via our Customer Relations Department as soon as possible.
2. Cancelled: This confirms that your order has been cancelled.
3. In Transit: All the ordered products have been dispatched. You may track the delivery progress with the courier slip number available in “ACCOUNT OVERVIEW” > “MY ORDERS”.
4. Delivered: After your receipt of the ordered products, the system will update the order status to “Delivered” within 2 weeks.
1. You can choose to place and check your order on BAPE as our registered user or as our guest.
2. If you are a registered user of BAPE, you may check your orders by accessing your account. You can track your orders by clicking on “ACCOUNT OVERVIEW”, which is shown at the top of the page. After that, please click on “MY ORDERS” in which you will then be directed to the page for checking the order status.
3. If you are not yet a registered user of BAPE and have checked out as a guest, you will receive our email confirmation after placing us your order, and you may contact our Customer Relations Department should you wish to track order status.
4. Delivery
All international orders will be delivered to your address notified to us at the time your order is submitted.
5. After the order is dispatched, registered users may find the courier’s tracking number for their respective orders at “ACCOUNT OVERVIEW” > “MY ORDERS”. Customers who check out as a guest will also receive our email with the courier’s tracking number for their respective orders.
1. Our shipment can be made to the below countries/regions :
Australia
Austria
Bahrain
Belgium
Bulgaria
Croatia
Cyprus
Czech Republic
Denmark
Estonia
Finland
France
Germany
Greece
Hungary
Ireland
Israel
Italy
Kuwait
Latvia
Lithuania
Luxembourg
Malaysia
Malta
Netherlands
New Zealand
Norway
Oman
Philippines
Poland
Portugal
Qatar
Romania
Saudi Arabia
Singapore
Slovakia
Slovenia
South Korea
Spain
Sweden
Switzerland
Taiwan
Turkey
UAE
United Kingdom
Please note that our shipment may not be available to any remote and/or outlying areas within the above listed countries/regions. If you have any enquiries, please contact us at cs@bape.com. We have the absolute discretion and right to vary, adjust, amend and update the above list from time to time without any prior notice given to you.
1. We shall, at our sole discretion, appoint any suitable provider of our courier services for the deliveries. Currently,FedEx is the sole courier company designated by BAPE for international deliveries. To find out more about the services and delivery areas of FedEx, please visit the following website: www.fedex.com. We reserve the right to change the provider of our courier services for any deliveries.
2. If no one is available at your address to take delivery and the products cannot be posted through your letterbox, you will be required to rearrange delivery or collect the goods from the courier.
3. If after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you the return delivery costs (on an actual consumption basis) and such reasonable sum as compensation for the net costs we will incur as a result of your breaking the contract.
4. As we are unable to ship to freight forwarding addresses or PO Boxes, please make sure you select a residential or business address for delivery.
5. We ship to you on a DDP (Delivery Duty Paid) basis, which means that all relevant import taxes and custom duties will be included in the final purchase price at checkout.
The costs of delivery will be as displayed to you on our Website. Currently, BAPE will charge a fixed delivery cost of US$20.00 for each order, without any other extra costs (unless otherwise specified). In the case of any special promotions, the specific promotion details shall prevail.
1. Currently, BAPE offers a standard delivery service. We will deliver the products as soon as reasonably possible and in any event within 30 days after the day on which we accept your order though under normal circumstances, the ordered products will arrive in 4 to 6 days from the dispatch date (subject to any delay caused by the below exceptional circumstances). If your order is placed after 14:00 on a Saturday, or any time on a Sunday or a public holiday, we shall only process your order during regular business hours on the next business day in Hong Kong SAR.
Note: The delivery time mentioned above is only for reference purposes. The actual delivery time shall be subject to the courier company. In case of public holidays or festive seasons, the actual delivery time will be posted on the Website. In case of delivery to a remote area or during bad weather, the delivery time may also be extended. If our supply of the products is delayed by an event outside our control, then we will contact you as soon as possible to let you know and we will take steps to minimize the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.
2. We work closely with our courier service providers to minimize the potential impact of delays to our international customers. However, we are not responsible for any custom clearance delays.
1. When you receive your products, please check and ensure that the packages containing the ordered products are properly packed; that they are sealed with our official sealing tape; that you are satisfied with the type/quantity/specification of the products, that the delivery list and the invoice (if any) etc have been included. When they are in order, please sign on the delivery note. During the inspection process, if you find that the package is damaged or if there any shortage or mistake in relation to the products, or if there is an issue with quality in relation to the products, please immediately inform the courier company of the problem and decline the receipt of the whole parcel, and please also contact our Customer Relations Department. We will use our best endeavours to resolve the problem. In any event, please do not open nor further damage the products and the packaging.
2. If you decline the receipt of the products for reasons not caused by quality problems, please do not open or damage the products and the packaging.
RETURNS AND REFUND
1. All sales are final. To the maximum extent that the laws permit, BAPE does not accept requests for cancellation of orders or the return or exchange of items. In an unfortunate event that the item you purchased is defective upon arrival, please contact our customer service representative within 7 days of the freight received time.
2. Delivery Costs for Returns
(a) For return requests caused by quality problems, the delivery costs shall be borne by BAPE. After informing our Customer Relations Department on the quality problems, you should contact the courier company to arrange the return of the products (in which case you shall settle the delivery costs first and we shall give you our electronic coupon in return), or you should pass the products to our appointed courier company (in which case we shall bear the delivery costs), within 7 days from your receipt date of the same. No return parcel marked “Freight on delivery” will be accepted. If we process a refund as a result of the product being defective, we may, at our sole discretion, reimburse you for the initial delivery cost by issuing you an electronic coupon for US$25.00.
(b) If an item is returned to us and it has been worn or is in an unsuitable condition we reserve the right not to give you a refund. If you want these returned to you, we may request that you cover the delivery cost.
(c) Please note custom duties and sales taxes are non-refundable.
1. Return requests will only be processed upon the presentation of your BAPE purchase list and by following the procedures stated below:
(a) Email our Customer Relations Department at cs@bape.com;
(b) Send your returned product(s) back to us;
(c) BAPE to perform a standard product inspection; and
(d) BAPE to issue a refund should the product(s) be in a satisfactory condition and that you have fully complied with the Terms and Conditions.
2. If you are a registered user, you may send us your return request by clicking on “MY ACCOUNT” > “MY ORDERS”.
Standard Delivery
1. Upon receipt of your returned products, BAPE shall perform a standard product inspection. We shall process your return request should the product be in a satisfactory condition and that you have fully complied with the Terms and Conditions.
2. Refunds (if any) will be processed to you in the same payment method used for the purchase within 7 business days, depending on the processing times of your bank of choice.
3. In case of dispute, BAPE’s decision shall be final and binding
12/F, Block B Vita Tower, 29 Wong Chuk Hang Road, Wong Chuk Hang, Hong Kong
Recipient: BAPE Returns Team
Phone number: 800 969 032
1. If the return request is made due to the quality problem (that the products have been damaged or used), we reserve our right to retain an external surveyor firm or our internal quality-control team to conduct an examination and certification. BAPE’s decision is final and binding in this regard.
2. Refunds will be processed according to the same payment prices and conditions applicable at the time of purchase. Discounts, coupons and delivery costs, etc., will not be refunded.
3. No returns will be entertained if the labels are removed, damaged or lost. Please notify Customer Relations Department within 24 hours of receipt if any of your purchases have been delivered without hand/garment tags.
4. The goods are your responsibility until they reach us, so make sure it is packed properly and cannot get damaged on the way. If you choose to return any products to BAPE, we will not be liable for any loss or damage to them in the course of transit and so we recommend you to retain a reliable courier company. If the returned products are lost or damaged during the transit, BAPE may ask you to indemnify such loss or damage and may not arrange any refund to you. We recommend that you obtain proof of postage.
5. We are not responsible for any items that are returned to us by mistake. If we are able to locate the items and you would like these returned to you, we may request that you cover the delivery cost.