Terms of service
Last updated: September 21, 2026
Welcome to Papeya. These Terms of Service govern your access to and use of thepapeya.com and your purchase of products from Papeya.
The website is operated by HỘ KINH DOANH PAPEYA (“Papeya”, “we”, “us”, or “our”). Papeya is both the operator of this e-commerce website and the seller of the products offered on it. The website does not provide a marketplace for third-party sellers.
By accessing our website, creating or using a customer account, placing an order or purchasing from Papeya, you agree to these Terms of Service and the policies referenced herein, including our Privacy Policy, Shipping & Delivery Policy and Returns & Exchanges Policy.
1. ACCESS TO AND USE OF THE WEBSITE
You may use the website for lawful personal shopping purposes and in accordance with these Terms.
When providing information to Papeya, including information required to create or use an account or place an order, you agree to provide information that is accurate, current and complete.
If you create or use a customer account, you are responsible for maintaining the confidentiality and security of your account access and for activity conducted through your account.
You must not use the website:
- for unlawful or fraudulent purposes;
- to infringe the rights of Papeya or any third party;
- to transmit malicious code or interfere with the security or operation of the website;
- to provide false or misleading information; or
- in any manner prohibited by applicable law.
Papeya may restrict or suspend access to the website or a customer account where reasonably necessary to protect the website, customers or Papeya, prevent fraud or misuse, or comply with applicable law.
2. ROLE, RIGHTS AND OBLIGATIONS OF PAPEYA
Papeya is responsible for operating thepapeya.com and selling the products displayed on the website. There are no third-party sellers operating stores or listings on the website.
Papeya will:
- provide customers with information about Papeya, its products and applicable transaction conditions;
- provide reasonably accurate product descriptions, prices and other material product information;
- disclose applicable prices, shipping charges and other charges before the customer completes an order;
- provide information about available payment methods during the checkout process;
- process accepted orders and arrange delivery in accordance with the Shipping & Delivery Policy;
- handle eligible returns, exchanges and refunds in accordance with the Returns & Exchanges Policy;
- receive and respond to customer requests, feedback and complaints through the contact methods published on the website;
- take reasonable measures to maintain the safe and stable operation of the website and protect customer information;
- protect personal information in accordance with the Privacy Policy and applicable law;
- comply with applicable legal obligations and cooperate with competent authorities where required by law; and
- update or correct website information where necessary to maintain its accuracy.
Papeya has the right to manage the operation of the website, update its content and features, refuse or cancel transactions where permitted by these Terms or applicable law, and take reasonable measures to prevent fraud, misuse or unlawful activity.
3. RIGHTS AND OBLIGATIONS OF CUSTOMERS
Customers have the right to:
- receive information about Papeya, products, prices, payment, shipping, returns, exchanges and other transaction conditions before purchasing;
- choose whether to purchase a product and review relevant order information before confirming an order;
- receive products in accordance with the confirmed order, subject to these Terms and applicable policies;
- request support regarding orders, delivery, returns, exchanges, refunds or other matters;
- submit feedback or complaints to Papeya;
- exercise applicable rights regarding personal information as described in the Privacy Policy; and
- exercise other rights available under applicable consumer-protection and other applicable laws.
Customers are responsible for:
- providing accurate and complete information required to process and deliver an order;
- reviewing product information, size information, prices and applicable policies before placing an order;
- paying the total amount displayed and accepted at checkout using an available payment method;
- providing an accurate and accessible delivery address and cooperating reasonably with the delivery process;
- following applicable product-use and care instructions;
- using the website lawfully and not engaging in fraudulent, abusive or disruptive activity; and
- contacting Papeya promptly if an order or transaction requires assistance.
4. PRODUCTS AND PRODUCT INFORMATION
Papeya makes reasonable efforts to display product descriptions, photographs, colours, materials, sizing and other product information accurately.
However, colours and appearance may vary slightly depending on screen settings, lighting, photography and the natural characteristics of fabrics. Measurements may also be subject to reasonable production tolerances.
Product availability is subject to stock. Papeya may limit quantities or discontinue products where reasonably necessary.
Nothing in this section limits any rights a customer may have under applicable law where a product is defective, incorrectly supplied or materially different from its description.
Products are offered subject to availability. Certain products, sizes or colours may become unavailable or be discontinued. Papeya does not impose a general minimum purchase quantity unless specifically stated for a product or promotion. Any applicable quantity or other purchase restriction will be disclosed before the customer completes the relevant order.
Product Display & Sorting
Papeya sells only its own products and does not offer paid product-placement positions to third-party sellers. Products may be arranged by Papeya within collections. Customers may use the available sorting and filtering options on collection pages, including availability and price, to adjust the products displayed.
5. PRICES, CURRENCY AND CHARGES
Product prices on the website are displayed in Singapore Dollars (SGD) unless otherwise stated.
The displayed product price is the selling price charged by Papeya for the product. Papeya does not add a separate tax charge to the displayed product price at checkout. Shipping charges are not included in the displayed product price and are calculated and disclosed before the customer completes the order.
Papeya currently sells and ships products from Vietnam to customers in Singapore. Depending on the value and method of importation, Singapore import GST or carrier/customs handling charges may apply. Where such charges are imposed by the relevant authorities or third-party carriers and are not collected by Papeya at checkout, they may be payable separately by the recipient in accordance with applicable Singapore law.
Where the payment service provider requires the transaction to be processed in another currency, including Vietnamese Dong (VND), the applicable payment amount and currency will be displayed to the customer during the payment process before payment is confirmed.
Any currency conversion or additional charges imposed independently by the customer's bank, card issuer or payment provider are subject to that provider's terms.
Papeya may change product prices from time to time. Such changes do not affect orders already confirmed, except where required by law or where an obvious pricing error has occurred.
6. ORDERS AND ORDER CONFIRMATION
Placing an order constitutes an offer to purchase the selected products.
Customers must review their order details, including products, quantities, delivery information, applicable charges and payment information, before completing checkout.
An order is confirmed when payment has been successfully processed and Papeya issues or displays an order confirmation.
Papeya may contact the customer if additional information is reasonably required to process an order.
Papeya may refuse or cancel an order where reasonably necessary, including where:
- a product is unavailable;
- payment cannot be successfully processed or verified;
- information provided for the order is materially incomplete or inaccurate;
- there is an obvious pricing or product-information error;
- the transaction is reasonably suspected to involve fraud or unlawful activity; or
- fulfilment would violate applicable law.
If Papeya cancels an order after payment has been successfully collected, any amount due to the customer will be refunded in accordance with the applicable refund process.
7. PAYMENT
Available payment methods are displayed during checkout. Depending on the payment services currently enabled on the website, customers may be offered payment by supported credit or debit cards, PayPal or other payment methods displayed at checkout. Only the payment methods actually displayed to the customer at checkout are available for the relevant transaction.
Product prices on the website are displayed in Singapore Dollars (SGD). Where required by the payment service provider, payment may be processed in Vietnamese Dong (VND). The applicable payment amount and currency will be displayed to the customer during the payment process before payment is confirmed.
Customers will be shown the relevant order and payment information before confirming payment. Payment must be successfully processed before an order is confirmed.
Payment processing may be provided by third-party payment service providers. Their services may also be subject to their applicable terms and security procedures.
Where a refund is approved, Papeya will generally issue the refund to the original payment method used for the order. If this is not technically possible, Papeya will contact the customer to arrange an appropriate alternative refund method. Applicable refund processing times are described in the Returns & Exchanges Policy.
Any currency conversion or additional charges imposed independently by the customer's bank, card issuer or payment provider are subject to that provider's terms.
Papeya does not require customers to provide payment information through unofficial communication channels.
8. SHIPPING AND DELIVERY
Papeya's delivery areas, processing times, estimated delivery times, shipping charges, tracking arrangements and other delivery conditions are described in the Shipping & Delivery Policy published on the website.
Customers are responsible for providing complete and accurate delivery information.
Delivery estimates are estimates and may be affected by circumstances outside Papeya's reasonable control. Where a material delivery issue arises, customers may contact Papeya using the contact details published on the website.
Papeya currently accepts orders for delivery to addresses in Singapore. Any change or limitation to the available delivery area will be disclosed on the website or during checkout before the customer completes the order.
Delivery may be temporarily delayed or unavailable due to carrier disruption, customs processing, technical issues, events beyond Papeya's reasonable control or other circumstances affecting delivery. Where reasonably practicable, Papeya will communicate material delivery disruptions to affected customers.
9. RETURNS, EXCHANGES AND REFUNDS
Conditions, procedures and applicable timeframes for returns, exchanges and refunds are described in Papeya's Returns & Exchanges Policy published on the website.
Customers should review that policy before purchasing and contact Papeya promptly where assistance is required.
Nothing in these Terms excludes or restricts any mandatory rights available to consumers under applicable law.
10. PROMOTIONS AND DISCOUNTS
Where Papeya offers a promotion, discount or promotional code, the applicable conditions, eligibility, validity period and restrictions, if any, will be disclosed with the promotion or before the customer completes the relevant transaction.
Promotions and discounts may not be combined unless otherwise stated.
11. CUSTOMER REQUESTS, FEEDBACK AND COMPLAINTS
Customers may submit questions, requests, feedback or complaints regarding products, orders, payments, delivery, returns, exchanges, refunds or use of the website through the Contact form on the website or by email at papeya.official@gmail.com.
Customers should provide their name, order number (where applicable), contact information, a clear description of the matter and any relevant supporting information or photographs where available.
Handling process:
(1) Papeya receives and records the request;
(2) Papeya reviews the information and provides an initial response within 2 business days;
(3) where necessary, Papeya may request additional information and review relevant order, payment, product or delivery records, or coordinate with the relevant payment or delivery service provider; and
(4) Papeya communicates the outcome or next steps to the customer.
Estimated resolution times for common matters: general product, website and order enquiries are normally resolved within 3 business days; payment or order-status issues within 5 business days; and delivery issues or other complaints requiring investigation with a third-party service provider normally within 7 business days. Returns, exchanges and refunds are handled in accordance with the timeframes stated in the Returns & Exchanges Policy.
Where a matter cannot reasonably be resolved within the applicable estimated timeframe, Papeya will inform the customer of the status and next steps.
To support resolution, Papeya may review order and payment records, shipment tracking information, customer communications, photographs or other supporting information, and may coordinate with payment providers, delivery providers or other relevant service providers as necessary.
12. PRIVACY AND PERSONAL INFORMATION
Papeya collects, uses, stores, discloses and protects personal information in accordance with its Privacy Policy and applicable law.
Customers may review the Privacy Policy published on the website for information regarding the types of information collected, purposes of processing, retention, disclosure, security, customer rights and procedures for privacy-related requests or complaints.
13. INTELLECTUAL PROPERTY
Unless otherwise stated, the website and its content, including Papeya's brand name, logos, graphics, photographs, text, designs and other materials created or owned by Papeya, are owned by or licensed to Papeya and are protected by applicable intellectual-property laws.
Customers may use the website for personal, non-commercial purposes. Website content may not be copied, reproduced, distributed, modified or commercially exploited without permission where such permission is required by law.
14. THIRD-PARTY SERVICES AND LINKS
The website may use or link to services provided by third parties, including Shopify, payment providers, delivery providers and other service providers.
Third-party services may be governed by their own terms and policies. Papeya is not responsible for third-party services to the extent that matters are outside Papeya's control, subject always to Papeya's obligations under applicable law.
15. WEBSITE AVAILABILITY
Papeya aims to maintain the website in a secure and reasonably available condition. However, uninterrupted or error-free access cannot be guaranteed.
Papeya may temporarily restrict access where reasonably necessary for maintenance, security, technical issues or compliance with applicable law.
16. LIMITATION OF LIABILITY
Nothing in these Terms excludes or limits liability or customer rights that cannot lawfully be excluded or limited.
To the extent permitted by applicable law, Papeya will not be liable for losses caused solely by circumstances outside Papeya's reasonable control or by a customer's unlawful, fraudulent or material misuse of the website.
17. CHANGES TO THESE TERMS
Papeya may update these Terms from time to time to reflect changes to its operations, website, policies or applicable legal requirements.
The current version will be published on the website with the “Last updated” date shown above. Changes will apply from the date the updated Terms are published unless otherwise required by law.
18. GOVERNING LAW
These Terms of Service and transactions with Papeya are governed by the laws of Vietnam, without limiting any mandatory consumer rights that may apply under applicable law.
19. CONTACT INFORMATION
Questions regarding these Terms of Service may be sent to:
HỘ KINH DOANH PAPEYA
Household business owner: Lê Ngọc Thùy Trang
Household Business / Tax Identification No.: 087192019805
Registered business address: 302/5 Ngo Quyen Street, Dien Hong Ward, Ho Chi Minh City, Vietnam
Email: papeya.official@gmail.com