Frequently Asked Questions

Help With Purchase

2. Why are some items marked as final sale?

Fragrances, lingerie and/or swimwear, vintage items, and items with 70% off cannot be returned or exchanged, due to transport restrictions and due to the nature of the items.

3. Can I change or cancel my order?

It may be possible to cancel or change your order to a different size, color, etc. but it depends on the status of your order and stock availability.

Please contact our customer care team at as soon as possible and we can see if we can help. If it has already shipped, we cannot make changes and all shipping, return and duties will be applied.

4. Do you offer a product warranty?

If there is an issue with an item within 3 months of the purchase date, we will evaluate the product. It may be returned for a refund, exchange of the same item or repair directly by the brand. Our brand partners make the final decisions and handle the lead times.

Email us at so we can help with your issue and inform you of the process.

5. Can I reserve an item?

Contact our Customer Care team at if you would like us to hold an item for you.

Holds are available for 24 hours, although not all items can be reserved, i.e., sale season, new arrivals, etc.

6. Are the products authentic?

All merchandise on our site is 100% authentic.

We are an authorized distributor for all brands that we carry.

Our products are new and curated by our team of experts from some of the top luxury brands and emerging brands worldwide.

We ship items as we receive them from our partner brands.

Authenticity cards and dust bags are always included if the brand supplies them with their items.

Most designer bags come with dust bags but not with boxes.

Email us at customercare@ekseption.comif you have a specific question.

7. Will my size be restocked?

We try our best to cater to all your needs.

Reorders are placed for highly popular and requested items. If you need something specific, please contact our customer care team and we can reach out to our brand partners to see if it’s available.

Please allow 5 days for us to get back to you.


1. When will my orders be processed?

Orders are packed and processed daily, except for Spanish bank holidays.

Any orders placed on Friday after 4pm CET will begin processing the following Monday.

Ekseption will contact you with a follow-up email if the item you selected is out of stock and will process a full refund for your order.

Returns / Exchanges

1. What do I do if I think on item that I purchased on your website is faulty?

Email us at customercare@ekseption.comand we’ll look into it for you. Please provide your order number and photos of the item. Items that have been damaged because of normal wear and tear, by accident or by your own misuse will not be considered faulty.


1. Why can’t certain items be shipped to me?

Ekseption adheres to customs requirements that prevents from shipping certain items (i.e., beauty and lifestyle products). We also respect our brand partner restrictions in certain countries.

2. Can I change the shipping address of an order I already placed?

Unfortunately, it is not possible to change the address once an order has been placed. Email us atcustomercare@ekseption.comas soon as possible if you believe you’ve made a mistake regarding your shipping address.

3. Can you provide an FTA Certificate of Origin?

We’ll provide an FTA Certificate of Origin to all our South Korean clients in accordance with the trade agreement between the European Union and South Korea, given that the items purchased were manufactured in the EU.

4. What if I refuse a shipment upon delivery?

If you refuse a shipment from Ekseption, you are responsible for the original shipping charges, any import fees that are incurred on the package, and the cost of returning the package to Ekseption. This amount will be deducted from your merchandise refund.

Store Information

1. Can I use store credit on your online store?

Unfortunately, we cannot accommodate to this as our systems do not allow it.

Store credit can only be used in our physical stores.

2. Can I return the items I purchased online in your physical store?

Items purchased online can be returned in-store, Monday to Friday from 11am to 5pm so that our e-commerce team can attend to all requests.

While we accept the items, all refunds will be processed accordingly and may take up to 7 – 10 for funds to be returned.