Frequently Asked Questions

ORDERS & SHIPPING

1. Are taxes and duties included?

We ship from Spain, so anything shipping within the European Union includes VAT in the price, and no additional taxes will be charged. Items shipping internationally does not include VAT in the price.

For international delivery, duties and taxes are not included, these may apply if your purchase exceeds the tax-free threshold in your country. As the recipient, you are responsible for any customs, duties, or local sales taxes required to release your order.  We have no control over these charges and cannot predict the amount as this varies by destination and order value. We recommend that you check with your local customs office for more information on import charges, taxes, duties and regulations.

If you have any questions, please contact our customer care team at: customercare@ekseption.com.

Shipping fees depend on the country you are shipping to. Our global rates are:

Spain & Portugal – 6€ 
Europe – 15€ 
United States & Canada - $25 
International – 60€

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.

Spain & Portugal – 1 - 2 business days 
Europe – 2 – 5 business days 
United States & Canada - 2 – 5 business days 
International – 2 – 5 business days

Although we use all reasonable means to ensure your order is delivered within the specified period, deliveries may take longer during busy periods. We cannot accept responsibility for late deliveries due to unforeseen circumstances outside of our control, such as weather conditions, customs delays, or orders not being collected after three delivery attempts.

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

Please contact our customer care team at customercare@ekseption.com 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. 

UPS makes three delivery attempts on regular delivery days to the shipping address confirmed in the order. The client has the option to change the delivery day, hold the order for a later collection/delivery or to collect from a UPS Access Point. Only the client can make these changes to the order.

If the package remains undelivered after 3 attempts and exceeds the holding period, it will be returned to the sender (Ekseption). The customer is responsible for the shipping and return fees of packages that are not delivered after 3 attempts.

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. 

We ship from Madrid, Spain.

Our Customer Care team will contact you with a follow-up email if the item you purchased is out of stock. We will try to source the item but if it is not possible, we will process a full refund for your order. 

Yes, Ekseption adheres to customs requirements that prevent us from shipping certain items (i.e., beauty and lifestyle products).

Unfortunately, it is not possible to change the address once an order has been placed. Email us at  customercare@ekseption.com as soon as possible if you believe you’ve made a mistake regarding your shipping address. If the order has not shipped, we are happy to cancel the order so it can be purchased with the correct shipping address.

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.  

RETURNS & EXCHANGES

1. What is your return policy?

All items should be returned within 14 days of the delivery date, inclusive. Returns will only be accepted if they have all designer tags and protective materials attached. This includes all packaging, accessories, and authenticity cards/dust bags. Ekseption reserves the right to refuse returns that show signs of wear or have been used or altered from its original condition in any way. If we refuse to refund your order, you will be informed accordingly. In this case, you may choose to have the products sent back to you at your own expense. 

We gladly accept returns / exchanges within 14 days of the delivery date, inclusive. Items must be unused, in original condition and with original packaging intact.  

For returns and exchanges please contact out Customer Care Team via email at customercare@ekseption.com or via WhatsApp at +34 639 925 332. Once you get in touch, our team will provide you with all the information and labels necessary for the return.

The costs vary depending on the shipping country and will be deducted from the refund amount. The cost of the return is the same as the shipping cost of each country/region. You can consult the cost here.

Our Quality Control team will inspect your return upon arrival at our warehouse and process your return if it complies with the return policy. The
return fee will be deducted from your refund.

We offer a flexible returns policy to make your online shopping easy. The first exchange requested is free of charge. Anything beyond the first exchange will be charged as a return and return costs will apply.

We do monitor the number of returns made by customers. Continued returns will be flagged and may lead to the closure of your Ekseption account or future orders being refused.

Once we receive the item you wish to return and our team checks that it complies with our policies, we’ll send out the new item.

Some of our items cannot be returned or exchanged due to their special characteristics, this includes:

  • Vintage items
  • Swimwear
  • Underwear, bras, socks and tights
  • Earrings
  • Fragrances and candles
  • Home products, including magazines
  • Cosmetics

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.

OTHER

1. 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.com if you have a specific question.

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 repaired directly by the brand. Our brand partners make the final decisions and handle the lead times. Email us at customercare@ekseption.com so we can help with your issue and inform you of the process. 

Contact our Customer Care team at customercare@ekseption.com if you would like us to hold an item for you. Holds are available for 24 hours, although not all items can be reserved, such as sale items or new collection items.

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 is available. Please allow 5-10 days for us to get back to you. 

Unfortunately, we cannot accommodate this as our systems do not allow it. Store credit can only be used in our physical stores.

Items purchased online can be returned in-store, Monday to Friday from 11am to 5pm so that our ecommerce team can attend to all requests. While we accept the items, all refunds will be processed accordingly and may take up to 7 – 10 to process.