Return policy

Customer Service Questions

Why can't I contact customer service?

  • We will send you a tracking number confirmation email after your item is shipped so you can track your package, if you haven't received our tracking number confirmation email for a long time, please check your junk Mailbox, chances are it's there.
  • We will read and reply every email you send carefully. If you haven't received our email for a long time, it may have entered your spam mailbox.
  • If you have any questions about your order, you can contact us by email: [email protected], we have a set of perfect after-sales service standards, I believe we can solve it most of your questions.

General terms & conditions

  • You have 30 days upon receipt of an item to inform us of your decision to return the item.
  • The return shipping costs are the customer's responsibility.
  • Once Exclusivesajshop receives the item it will process the refund, not including the initial shipping cost.
  • Concerning returns outside the United States: clearly mark the shipment as “RETURN” and attach the invoice and the single administrative document (SAD), otherwise the shipment may generate additional costs and customs taxes that will be deducted from the amount be refunded
  • The items to be returned must be in perfect conditions: they cannot have been used and must contain all the elements (labels, packaging, etc.) included in the original shipment. Otherwise, it could be penalized with up to 100% of the value of the item.
  • The shoe box is part of the original item. Be sure it is safely packed inside the outer packaging so that it does not get damaged during the return shipping.
  • In case of manufacturing defect or problems with the delivery of the item(s), you must send an email to [email protected] with photos/video/explanation of the item defect or a clear explanation of the delivery problem and Exclusivesajshop will follow a strict protocol to asses the problem and determine if the return shipping costs will be Exclusivesajshop’s responsibility.

How to return an item

1. Send us an email

  • Send an email to [email protected] to inform us that you wish to make a return.
  • In the Subject of the email please write “RETURN” and the order number of the item(s) you wish to return. In the text of the email, please specify the item(s) you will be returning.
  • For returns OUTSIDE the United States: you must wait for a reply email containing attachments of your order invoice and SAD (DUA) document. You must print them and include them in your return shipment on the outside of the package.
  • For returns OUTSIDE the United States: clearly mark the shipment as “RETURN" and attach to the outside of the package the printed invoice and SAD (DUA) document that will be sent to you via email after confirming your request for a return.

2. Wait for your refund

  • A refund for the total amount of the item(s), not including shipping costs, will be processed after we have received your return shipment. Please allow 5-7 business days after your return shipment has arrived for your refund to be processed.
  • For orders paid by debit/credit card or Stripe: your refund will be processed through the same payment method used to purchase the item.

*The refund may be delayed for reasons beyond Exclusivesajshop’s control (Bank/Credit card company/Stripe processing times).