Frequently asked questions (FAQ)

Here you will find answers to the most frequently asked questions about orders, shipping, returns, payments, and our customer service.

Order

How can I place an order?

Simply select your desired product, add it to your cart, and follow the checkout process. After successful payment, you will automatically receive an order confirmation by email.

Can I change or cancel my order?

Yes. Orders can be changed or canceled within 12 hours of being placed, provided they have not yet been processed or shipped.

Please contact us as soon as possible at info@afufi.com.

Will I receive an order confirmation?

Yes. After your order has been successfully placed, we will automatically send you an order confirmation by email.

If you do not receive a message, please also check your spam or junk mail folder.

Shipping

Which countries does Afufi ship to?

We currently deliver to the following countries:

🇩🇪 Germany
🇯🇵 Japan
🇳🇱 Netherlands
🇫🇷 France
🇩🇰 Denmark
🇸🇪 Sweden
🇺🇸 United States (USA)

Do you offer free shipping?

Yes. We offer free standard shipping for orders to the following countries:

🇩🇪 Germany
🇯🇵 Japan
🇳🇱 Netherlands
🇫🇷 France
🇩🇰 Denmark
🇸🇪 Sweden
🇺🇸 United States (USA)

There are no additional standard shipping fees.

How long does delivery take?

Our usual delivery times are:

Processing time: 1–3 business days
Shipping time: 4–9 business days
Total delivery time: approx. 5–12 business days

The exact delivery time may vary depending on the delivery location and shipping volume.

Do you also ship outside these countries?

We currently ship exclusively to Germany, Japan, the Netherlands, France, Denmark, Sweden, and the United States (USA).

How can I track my order?

As soon as your order has been shipped, you will receive a shipping confirmation by email.

This includes, if available, your tracking number or a link to track the shipment.

My order has not arrived yet. What should I do?

The usual total delivery time is 5–12 business days.

If your order has not arrived after the stated delivery time, please contact our customer service at info@afufi.com. We will check the shipping status and assist you as soon as possible.

Returns & Refunds

How long can I return an item?

You can return eligible items within 30 days of receiving the goods.

Please contact us before returning the item at info@afufi.comso that we can provide you with the relevant return instructions.

Are returns free?

Yes. For customers in the following countries, returns are free within the applicable return period, provided that our return policy requirements are met:

🇩🇪 Germany
🇯🇵 Japan
🇳🇱 Netherlands
🇫🇷 France
🇩🇰 Denmark
🇸🇪 Sweden
🇺🇸 United States (USA)

What are the return requirements?

Returned items must generally:

be unworn and unwashed
be in their original condition
include all original labels
show no signs of use
be returned in the original packaging whenever possible

For more information, please see our refund and return policy.

How long does a refund take?

Once we have received and inspected your return, we will process your refund within 10 days.

Depending on the payment provider, it may then take a few additional days for the amount to appear in your account.

How will I receive my refund?

Refunds are generally issued to the original payment method used.

Can I exchange an item?

A direct exchange is currently not possible.

If you would like a different size or a different item, return the original item in accordance with our return policy and then place a new order.

What should I do if my item arrived damaged or was delivered incorrectly?

If you received a damaged, defective, or incorrect item, please contact us within 48 hours of receipt at info@afufi.com.

Please send us:

your order number
a brief description of the problem
photos of the item
photos of the packaging, if applicable

We will review your request as soon as possible and offer you a suitable solution.

Products

How do the sizes fit?

Sizes may vary slightly depending on the product.

Please therefore check the size chart on the respective product page before placing your order.

Do the product colors match the images?

We strive to represent all products as accurately as possible.

However, slight color variations may occur due to differences in screen, brightness, and device settings.

Payment

What payment methods do you accept?

Depending on availability, we accept the following payment methods, among others:

Visa
Mastercard
American Express (Amex)
Discover
Diners Club
Apple Pay
Google Pay
Shop Pay

The payment methods actually available to you will be displayed at checkout and may vary depending on your country, device, browser, and payment provider.

Is my payment secure?

Yes. Payments are processed through secure payment providers and encrypted connections.

We use appropriate technical security measures to protect your payment information. Afufi does not have access to your complete card or payment details when they are processed directly by the respective payment provider.

What currency can I pay in?

The currency displayed while shopping and at checkout may vary depending on your location and the available shop settings.

The final amount payable will be shown at checkout before you complete your order.

Contact

How can I reach customer service?

Our customer service team will be happy to assist you with questions about your order, delivery, return, or payment.

Email: info@afufi.com
Phone: +49 1736 726893

Service hours

Monday to Friday: 09:00 – 17:00 (GMT)
Saturday & Sunday: Closed

Frequently Asked Questions