Currently, we are an online-only brand. Any changes or updates about physical locations will be shared on our website and via our newsletter.

You can reach our customer service team at service@aupen.com. We strive to respond to all inquiries within 3 business days.

We provide free FedEx 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.

Yes, once your order is dispatched, you will receive a tracking number via email to monitor its progress until it arrives at your door.

Yes, we offer premium gift packaging for an additional fee. You can select this option at checkout.

Each AUPEN bag is carefully packaged inside a branded dust bag and a protective shipping box for safe shipment.

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Orders are considered final once placed. However, if your order has not yet been dispatched, please reach out to us at service@aupen.com, and we will do our best to assist you.

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

We are unable to accept returns for purchases made due to a change of mind.

In the rare event of a defect, please reach out to us at service@aupen.com within 14 days of receiving your bag, and we will be happy to assist.

For non-defective returns, please note that customers are responsible for return shipping and handling charges.

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.

At the moment, we do not offer payment plans.

Orders will be charged in the currency you select at checkout, which will be displayed in your order confirmation.

AUPEN is proud to work with some of the top craftsmen and ateliers from across the world to produce its luxury accessories and sculptural designs. AUPEN’s current collection, along with its latest and upcoming range supported by LVMH Métiers d’Art, is crafted through an extensive global supply chain spanning France, the USA, Italy, Spain, Portugal, Taiwan, Korea, Japan, Thailand, China, Africa, Australia, and Singapore. AUPEN is also collaborating with Tanneries Roux, Jade Groupe, GBJM Technologies, on its upcoming designs.

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.

Each item undergoes stringent quality checks, from material selection to final stitching, ensuring that every piece meets our high standards of durability and craftsmanship.

With proper care, our products are designed to last a lifetime, developing character and beauty as they age.

Yes, high-quality leather naturally softens and becomes more supple with use, making it even more comfortable and unique to you over time.

Each AUPEN bag's specific materials are listed on the product page, so you know exactly what you’re getting before you make a purchase.

Each AUPEN bag's specific size and measurements are listed on the product page, so you know exactly what you’re getting before you make a purchase.

Yes, all AUPEN bags include a protective dustbag to help maintain their quality and protect them from dust and light during storage.

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.

Store your leather bag in a cool, dry place, ideally inside the dust bag provided. Keep it stuffed with paper to maintain its shape when not in use.

To maintain the shine of your bag’s hardware, gently wipe it with a soft cloth. Avoid exposing metal parts to water or chemicals to prevent tarnishing.