Where are you based?

We are based in Hong Kong and we ship all over the world.

​How does the clothing/shoes fit?

Please order your usual American sizing and we will take care of the rest. If you are not sure about which size to choose, please let us know your height and weight and we will recommend the right size for you. All new customers are required to provide his/her height, weight and feet length for the first order.

Are the photos showing the actual item?

Yes. All the images on the product page are showing the actual products you will be receiving. Please kindly note that in any products sold in any online store, there will be slight variations and discrepancies in the products that you receive. If it is a very noticeable flaw, you may ask for a partial refund or return. We conduct quality checks on each and every product that comes in and goes out and we make sure they are true as they look.

​Are all the items in stock?

As it is difficult to do constant inventory checks on all items, we cannot guarantee all of the items are in stock. The items in stock are ones that are recently added, the older items are not likely to be in stock. Once the new items are posted, they are selling out quickly locally and internationally. If you see something that you like, plan to purchase it/them quickly so you don't miss out. 

​How long does shipping take?

Shipping times vary by country, but on average, delivery takes 2–4 days. During peak seasons such as holidays, it may take longer. The extended shipping time is due to the complex nature of international logistics — packages must be transferred between carriers, re-labeled, cleared through customs, and handed off to local delivery services. As a result, we’re unable to expedite shipments. We appreciate your understanding and patience.

​My order has been processing for a few days now, what is going on?

Occasionally, orders might get delayed when we experience high volume of orders coming in as well as for the courier company. We do our best to ship as soon as possible. During busy seasons, orders can take 5 days to pack and ship out, don’t worry, it will be worth the wait! Please note that it also depend on the size of the order, smaller orders gets shipped out quickly, larger orders gets shipped out slower as it required more time to process.

​Why is my tracking number not working? 

A tracking number will be provided once your order leaves our warehouse. It may take 3–8 days for the courier to pick up the shipment, and tracking will begin updating once it’s in transit. From there, everything should move smoothly toward delivery.

In some cases, tracking may not update for several days — this usually means the package is en route to the destination country and undergoing customs clearance. Once it clears customs, it will be handed over to the local carrier and tracking will continue updating until delivery.

If you're concerned about your order’s status, you can use this link to view more detailed tracking updates.​

Can I change/cancel my order after I placed it?

Orders cannot be changed or cancelled after 30 minutes of it being placed. We process orders as soon as they are placed, and changes cause unnecessary delays, confusion and mishandling. We will NOT accomodate any cancellation requests due to styling preferences or any other reasons. What you order is what we will process. So plan your purchases carefully.

​What if the item(s) in my order is out of stock?

Usually, we will let you know if an item(s) is out of stock, you can either replace it with another item or receive a refund for it. Please note that you cannot cancel an entire order because one or some of the items is out of stock. 

​The order/item is a gift; I am leaving for vacation, I need it by XX date. Will it arrive before then?

As much as we hope that your order will arrive before the date, but we cannot guarantee or accomodate any delivery deadlines simply due to uncertainty in international shipping and many other factors that may cause delays. If you need to change an address due to vacation leave, we can change it if the order has not been shipped out. We recommend that you plan out your purchase well in advance, such as 1.5 - 2 months prior to receive in time.

​Do you offer free shipping?

Yes we offer free shipping on all orders.

​Can you send to P.O. Boxes?

We do not send to P.O. Box addresses. Please provide a valid residental address for your order.

How can I get my tracking number?

All packages come with a tracking number. We will email you the tracking number 1-2 days after your package ships as it must go through a courier checkpoint. Do not worry, we use the most reliable courier to have the order delivered to you as fast as possible. For most countries, we will require a signature upon delivery, but you may waive the signature if you like.

My order has not arrived for a long time, what is going on?

It is very important for you to keep an eye on the tracking information in case of any issues that may arise such as address or delivery problems.

​Can I get a special discount for a large order?

Yes, please contact us for more information.

​Do you guys do bulk orders?

Yes we do. Extra discounts are given for bulk purchases. Please contact us for more information.

​I have purchased many times from you guys, can I get a discount?

Yes, please contact us for more information.

​Do you guys do custom orders/requests?

As we already have a wide selection of items, we do not take custom orders or requests. The items that we offer have the high quality that we can guarantee, anything outside of our selection, even if we are able to obtain it, may not have the same high quality standard as our own products. Sometimes, your request may be available in the future, and we will let you know by then.

​What payment methods do you accept?

We accept Mastercard, Visa, American Express and other major credit and debit cards. We do not accept PayPal due to the high risks of limitations. You can choose to pay through the secure payment gateway. We never process or store your card information. It is sent directly to our secure server for payment processing. Our entire website is HTTPS certified. As we take fraud & payment security very seriously, all payments will be subject to a security check. We will email you should we require any further information.

​How secure is your payment gateway?

EXCLUSIVE REP will NEVER store or hold or even process your payment details. Our host does all the payment bits for us. They are PCI DSS compliant. The Payment Card Industry Data Security Standard (PCI DSS) is an information security standard for organizations that handle credit card and debit card information. Our host meets all 6 categories of PCI standards.