How long does it take to process an order?

Orders are processed within 1 to 3 business days. Orders placed before 4:00 PM (CET) on business days are processed the same day.

How long does shipping take?

Shipping typically takes 4 to 7 business days, depending on your location. The total delivery time (including processing) is approximately 5 to 10 business days.

Which countries do you ship to?

We deliver to over 40 countries, including most European countries, the United States, Canada, Australia, Japan, and more. Please refer to our Shipping Policy for the full list of countries.

Which carrier do you use for shipping?

We partner with FedEx to ensure reliable and secure delivery of your order.

How do I track my order?

Once your order has shipped, you will receive a tracking number via email. Use this number to track your order’s progress online.

How are items packaged?

Items are securely packaged in a sturdy shipping carton to protect both the sneakers and their original packaging during transit.

What if my package is lost or damaged?

If your package is lost or damaged during transit, contact us immediately. We will work with FedEx to resolve the issue and ensure you receive your order.

Do you offer international shipping?

Yes, we offer international shipping to a wide range of countries. Delivery times and shipping fees may vary depending on the destination.

Can I change my shipping address after placing an order?

If you need to update your shipping address, contact us as soon as possible at contact@exclufy.com. Changes may not be possible if your order has already been processed or shipped.

What are the shipping costs?

Shipping is completely free for all orders, regardless of destination.

What is your return policy?

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. Please ensure the item is unworn, with tags attached, and in its original packaging.

How do I initiate a return?

Contact us at contact@exclufy.com or fill out our return form on the website. If approved, we’ll provide a return shipping label (€10 fee applies) and instructions for sending your item back.

Do you charge a restocking fee for returns?

No, we do not charge any restocking fees.

How long does it take to process a refund?

Refunds are processed within 5 days of receiving your returned items.

Can I exchange an item?

We do not offer direct exchanges. Instead, you can return the item and place a new order for your desired item once the return is accepted.

What if my item is defective, damaged, or incorrect?

Contact us immediately with a detailed description of the issue and photos if possible. We will evaluate the problem and work to resolve it promptly.

Can I cancel my order?

Yes, you can cancel your order within 48 hours of purchase. After this period, the order may already be processed and shipped, and cancellations will no longer be possible.

Are the sneakers sold on Exclufy authentic?

Yes, all sneakers sold on Exclufy are 100% authentic. We work only with trusted suppliers and use advanced verification processes to ensure every product meets the highest authenticity standards.

How do you verify the authenticity of your sneakers?

Our team of experts carefully inspects each item for authenticity. This includes verifying materials, stitching, tags, and unique identifiers. In addition, we may use advanced tools like UV light technology to detect counterfeit products.

Do your products come with verification tags or stickers?

Yes, some of our products include tags or verification stickers as part of the authenticity process. These must remain attached to the item for returns or exchanges to be accepted.

What steps should I take to ensure the verification tags remain intact?

To preserve the verification process:Avoid removing or tampering with tags or stickers.Handle your sneakers with care until you are completely satisfied with your purchase.

Why should I trust Exclufy for limited-edition sneakers?

At Exclufy, authenticity is at the core of our business. We specialize in limited-edition sneakers and prioritize customer trust by adhering to rigorous authentication standards. Our goal is to provide a seamless shopping experience, ensuring you receive genuine products every time.

Can I verify authenticity with the brand directly?

Yes, in most cases, you can verify the authenticity of your sneakers directly with the brand by providing the product's unique identifiers.

What payment methods do you accept?

We accept a variety of secure payment methods, including:Credit and Debit Cards: Visa, MasterCard, and American Express.Digital Wallets: PayPal, Apple Pay, and Google Pay.Bank Transfers: Available for select countries.

Is my payment information secure?

Yes, we use state-of-the-art encryption and fraud protection technologies to ensure your payment information is processed securely. We do not store or have access to your financial data.

What currency are payments processed in?

All payments are processed in EUR (€). If your bank account or card is in a different currency, your provider may charge a conversion fee.

How will I know my payment was successful?

After completing your payment, you will receive a confirmation email with your order details. If you do not receive a confirmation within 24 hours, please contact us at contact@exclufy.com.

What should I do if my payment fails?

If your payment fails:Double-check your payment details.Ensure your card or account has sufficient funds.Contact your bank or payment provider to resolve the issue.If you still encounter issues, please contact us at contact@exclufy.com for assistance.

Can I cancel my order and get a refund for my payment?

Yes, you can cancel your order within 48 hours of purchase. After this period, the order may already be processed and shipped, and cancellations will no longer be possible. Refunds will be processed back to your original payment method.

Are taxes and duties included in the price?

The total price includes VAT (Value-Added Tax) for customers within the European Union. For orders shipped outside the EU, additional customs duties, taxes, or import fees may apply and are the customer’s responsibility. These charges are not included in our prices.

What happens if there is a payment dispute?

In the event of a payment dispute, contact us immediately at contact@exclufy.com. We will work with you and the payment provider to resolve the issue promptly.

Can I use discount codes or promotions during checkout?

Yes, discount codes can be applied during checkout. Enter your code in the designated field before completing your purchase. Only one code can be used per order, and terms and conditions may apply.