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Customer Service

We have set up this section for quick reference on our policies and features.

For online order enquiries you can contact our Customer Service.

 

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Balenciaga.com

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Frequently Asked Questions

Frequently Asked Questions

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Shopping

  • Ordering on Balenciaga.com

    To make purchases on Balenciaga.com it is necessary to register. By creating an account you will access exclusive areas and services dedicated to our customers.

    Item search :
    To easily browse our catalog, select a category from the navigation menu. If you wish to find something more specific, use our filters or the website search option.

    Product information :
    On each product page, you will find all available sizes and colors, a description and the composition of the item. Click on the product image to zoom in and see all of the details.

    How to order :
    – From the item page, select the desired color and size of the product.
    – Add the product to your Shopping Bag.
    – Once you have finished shopping, click on Shopping Bag.
    – Select a shipping method and a payment method.
    – Enter your shipping details and on the following page, your payment détails.
    – Check that the information you entered is correct and click “Buy Now”.
    After a few minutes you will receive a confirmation email with the details of your order. From this moment on, our warehouse will take care of everything and as soon as the order is shipped we will notify you with another confirmation email.

  • Order Status

    Order being prepared :
    The order has been confirmed and we have already sent a confirmation email with the Order Number.

    Order has shipped :
    As soon as the order is shipped from our warehouse, we will send you a confirmation email with the Tracking Number to track the delivery.

    It is possible to check the order status at any time by entering the Order Number in the Follow your Order page. Registered users can also find all information related to their orders in the My Account area.

  • More than 24 hours have passed and I still have not received an Order Confirmation email. What should I do ?

    Check your spam folder and make sure that confirmation@store.balenciaga.com and shipping@store.balenciaga.com are in the safe senders list of your email account. This will prevent the anti-spam filter from blocking future communications.

    If this does not work, please contact us as there may be errors with the email address you registered with.

  • Can I cancel my order ?

    We are sorry, but once an order has been confirmed, it is processed automatically and cannot be cancelled. The package can be returned as indicated in our Return Policy.

  • Can I change my order and add other products or remove them ?

    Unfortunately not. Each order is processed automatically and once it has been confirmed, it is not possible to modify the details.
    To purchase additional items, you must place a new order ; to return them, please refer to our Return Policy.

  • What is a pre-order and how does it work ?
  • Why have items that I added to my cart disappeared ?

    Until an order is concluded, items added to a Shopping Bag remain available on the website and can therefore be purchased by other customers. If this should happen before you complete your order, you will receive a notification that the items are no longer available.

  • Distribution network

    Balenciaga only offers its merchandise for sale through the following limited methods of distribution :
    (1) Balenciaga boutiques
    (2) Balenciaga outlet stores
    (3) Authorised department stores and their websites
    (4) Authorised specialty stores
    (5) Online Authorised Retailers
    (6) Limited duty-free locations
    (7) On the internet at Balenciaga.com.

    Balenciaga does not offer its merchandise for sale through individuals, street vendors, unauthorised retail locations or unauthorised websites. In an effort to protect its valuable brand and loyal customers, Balenciaga reserves the right to refuse the sale of Balenciaga products to individuals engaging in reselling or transshipping activities. Please contact us to report counterfeiters and unauthorised distributors of Balenciaga merchandise.

    List of online authorised retailers :

    Women’s Online Authorised Retailers :
    – Farfetch
    – Net-a-Porter
    – Mytheresa
    – Matchesfashion
    – Ssense

    Men’s Online Authorised Retailers :
    – Farfetch
    – Mr Porter
    – Matchesfashion
    – Ssence

    Regarding the authenticity of products sold online or in store, please contact Balenciaga Customer Service.

  • How do promotional codes work ?

    The Promotional Codes of Balenciaga.com give you access to exclusive offers. To receive Promotional Codes, subscribe to our Newsletter.

    To take advantage of a promotion, enter the code in the appropriate field at checkout and click “Apply”. Only one Promotional Code can be used for each order.

    If the code does not work please double check the dates of the promotion and which products and categories it can be applied to from the Newsletter.

Payment

  • When will my credit card be charged ?

    As soon as you complete your order, authorisation for the necessary payment will be requested automatically to verify the validity of the credit card and availability of funds. The card is not charged at this time : the actual payment occurs when the order is dispatched, at which point you will receive a notification email.

  • Payment Methods
  • Payment Security

    On Balenciaga.com, every purchase is made with maximum security thanks to the use of Trustwave and Geotrust-certified secure servers and the implementation of the most advanced encryption services (SSL).

    We only use protected connections, as demonstrated by the “https” URL prefix and the lock symbol that appears in the browser’s address bar.

    To safeguard your credit card purchases, you will always be asked to enter your CVV code for every order.
    Our Payments department may carry out anti-fraud checks before approving the transaction and for greater protection, they may contact you for further details before confirming the order.

  • Tax Information and Invoices

    Purchasing on Balenciaga.com is reserved for end consumers. Our prices are inclusive of VAT.
    For each order, Balenciaga.com issues an invoice ; the document will be sent as an attachment in the Shipping Confirmation email.
    Please note : once the order has been confirmed, there is no way to modify the details you have entered and it is not possible to issue a new invoice.

  • Why can I not complete my order ?

    Verify that you have correctly entered the data for your selected method of payment. If you are paying with a credit card and the problem persists, we suggest contacting your Credit Card Issuer.
    Need further assistance ? Contact us and we will be happy to assist you.

  • Why did you charge me twice even though I placed only one order ?

    Balenciaga.com guarantees that your credit card will be charged only once for the amount of an order. It is possible that the amount may be shown twice on your statement : the first entry corresponds to the payment authorization request that is made when you place the order ; the second confirms the actual charge.

  • Why is the amount I paid different from the amount of my order ?

    The amount paid is lower when, at the moment the order is dispatched, one or more of the articles is not available ; the charged amount will correspond exclusively to the value of the articles that were effectively shipped.

  • How can I get a VAT refund for non-EU residents ?

Delivery

  • Where Is My Order ?

    You can check the status of your order and track its delivery at any time. Enter the Order Number that you received via email in the Follow your Order page. If you are a registered user, you can find all information related to the order in your My Account page.

    Do not have an account yet ? Register now to enjoy exclusive services.

  • Pick Up In Store
  • Shipping Restrictions
  • Shipping Times And Costs

    You can find detailed shipping times and costs in every product page and at checkout.
    Our courier delivers from Monday to Friday during business hours and will make three delivery attempts. After the third failed attempt, your order will be returned to our warehouse. Please note that once you have placed an order, it is no longer possible to modify your shipping address.

    All orders are processed automatically and we are unable to expedite or delay shipping times.

  • Can I Choose A Delivery Date/Time ?

    Unfortunately, it is not possible to choose a specific date and time.
    You can try to contact UPS (www.ups.com) directly to organize a possible delivery date.

  • What should I do if my order has not been delivered yet ?

    If your order has not been delivered within the estimated period, we suggest that you :
    – Check the order status : in the My Orders section for registered users ; or by entering the Order Number from the confirmation email in the Track your Order page
    – Check that the address indicated for the delivery is correct.

    In the case of a missed delivery please contact UPS (www.ups.com)

    For further assistance, contact us, we will be happy to assist you.

Returns, Refunds, Exchanges

  • Where Is My Return ?

    You can check the status of your return at any time on the Follow your Return page.

  • Refunds
  • Return Policy


    ONLINE RETURN POLICY
    You can return any item purchased on Balenciaga.com within 30 days of the delivery date. Here is how :

    1. Fill out the Return Form.
    2. Make sure the merchandise you return is in its original condition, tags and packaging included, otherwise we will be unable to accept your return and issue a refund.
    3. Pack the items in the order box (or any rigid carton box) and stick the pre-paid UPS label over the prior delivery information. Using the label provided will guarantee a refund in the event of theft or loss during delivery to our warehouse in Italy.
    4. Contact UPS (www.ups.com) to arrange the pick-up of your package wherever you wish.

    All returns must be shipped from the same country they were purchased from.
    Once your package reaches the warehouse, please allow 3 to 7 business days (depending on peak times) for your return to be processed. If your return does not meet the conditions listed, the package will be sent back to you. When your return has been accepted, your refund will be issued and you will receive a confirmation email.

    To return a product in the fragrance category, contact us for return instructions.
    It is not possible to return fragrances that have been opened or used, including the plastic packaging.

    For further information on the conditions for exercising your right to return, please see the Legal Area.


  • Can I combine returns from different orders ?

    Sure, you can use the same box and pre-paid label. You can find more information about our return procedures on the Return Policy page.

  • Can I receive my refund on a credit card that is different from the one I used for the order ?

    For security reasons, we cannot refund a credit card that is different from the one used for the purchase.

  • Can I use my own return service ?

    You can certainly use a different courier than the one that delivered the package. Please send the return to the following address :

    YOOX NET-A-PORTER GROUP
    Interporto di Bologna
    blocco 9.5
    40010 Bentivoglio (BO)
    Italy

    Keep in mind that if you do not use our return label, Balenciaga.com is not responsible for any theft or loss during transport ; therefore, we suggest you choose a trackable shipping service. Additionally, if you paid shipping fees for your order, we will reimburse you the equivalent of a Standard delivery.

  • Where can I check my refund status ?

    You can check the status on the Follow your Return page.

  • Exchanges

    Balenciaga accepts exchanges from customers in case of change of mind for purchases which are neither altered nor used within 30 days from the purchase date, at certain conditions.

    ONLINE EXCHANGE POLICY

    If you wish to change the size and/or color of an item that you purchased, you can do so at no additional cost within 30 days of delivery date.
    Fill out the Return Form, choose the “Exchange” option and select a replacement size and/or color from those available. We will then hold the item for you and as soon as we receive your return, we will ship it to the address from your original order.
    You will receive a Shipping Confirmation email when the package has been dispatched. You can exchange the size and/or color of an item one time only, but you can always return it by following the instructions in our Return Policy.

  • I decided to keep my order, but have already completed the Return Form. What should I do ?

    We are glad you decided to keep your purchase. Do not worry : you do not have to do anything and there is no need to contact us.

  • I Lost My Return Label. How Can I Get A New One ?

    If you have lost the pre-paid return label, just contact UPS and request that they bring a blank standard waybill when they collect your return. You should fill it out as follows :

    – Select “Standard” Service and “Receiver” under payment terms
    – Indicate W95789 as the Receiver’s account number
    – Send the return to this address :

    YOOX NET-A-PORTER GROUP
    Interporto di Bologna
    blocco 9.5
    40010 Bentivoglio (BO)
    Italy

Product

  • Alterations

    Full-priced Balenciaga products purchased from the Balenciaga online boutique may be taken, along with the original sales slip, to a Balenciaga boutique for alteration service. Please visit the Boutiques section for a complete listing of all Balenciaga boutiques throughout the world.

  • Repairs

    Balenciaga offers a free repair service regardless of the country or the channel of purchase if the product is under the warranty period (24 months)* and a production default is discovered within normal conditions of use of the item.
    *or more in certain countries according to local legislation like UK, Ireland, Hong Kong, Australia, Singapore, Malaysia, Taiwan, US.

    The item is accepted for repair under the following conditions:
    – Proof of purchase
    – Authenticity of the product
    Authentication is always verified by the technical offices after inspection of the item.
    – Non-compliance to item’s original specifications / Clear manufacturing defects / Loss of a characteristic which inhibits the fit for the item’s purpose / Loss of a characteristic which may destroy or impair item’s value / Loss of a characteristic which may expose the Customer to unreasonable danger or have an impact on personal properties.

    All product categories are considered for repair except sunglasses, fragrances, end of season sales or promotional sales items, customised products, press samples, friends & family sales.

    Exceptions for cross-border repairs apply in countries with legal constraints (Russia, India, China, Brazil, Mexico, Chile, Panama and Vietnam).

    If the product is out of the warranty period and/ or damages have been caused by the customer, repair costs are charged to the customer.

    Customer responsibility covers irregular use, not in line with product’s intended use, non-respect of care instructions and alteration, manipulation performed by a third party on the product (ex: rubber on shoe, inappropriate leather treatment…).

    Balenciaga does not provide a repair service for products purchased through unauthorised retailers. Please contact Balenciaga Fashion Advisor for further advice. Products purchased at Balenciaga Outlet stores can be returned to any Balenciaga Outlet stores of the same country of purchase.

  • Replacement Parts

    Replacement parts are not available online but may be purchased at any Balenciaga boutique. Please visit the Boutiques section for Balenciaga boutiques throughout the world.

  • Authenticity & Counterfeit

    Authenticity
    Balenciaga products are crafted with the highest-quality materials, design and workmanship. Balenciaga guarantees the authenticity of all products purchased through Balenciaga online. All Balenciaga products are individually controlled for quality by Balenciaga’s specialists.

    Counterfeit
    Balenciaga takes counterfeiting very seriously and takes legal action against any persons, stores, or websites that sell Balenciaga counterfeit products. Counterfeiting is selling knockoff or imitation products as genuine Balenciaga goods.
    • Counterfeit Balenciaga products are typically of poor quality and lack the details and workmanship that make each Balenciaga product high-quality.
    • Counterfeiting has been linked to organized crime, child labor, and terrorism.

  • Product Care

    All of Balenciaga leather products have unique qualities. A special treatment has been developed to maintain the soft hand of the leather, giving it a distinctive vintage appearance. For the best possible care of a product, Balenciaga recommends to protect it from water and direct sources of heat and light. Balenciaga also recommends to clean the article with a dry flannel cloth and store it in its flannel bag.

    For Balenciaga ready-to-wear pieces, Balenciaga recommends dry cleaning, unless otherwise instructed on the care label inside the garment.

My Account

  • Newsletter

    Subscribe to our Newsletter and you can :

    Be among the first to discover the latest news from Balenciaga.com,
    Access promotions reserved exclusively for our customers,
    Receive our style tips,
    …and much more.

    You can subscribe from the Home Page, by entering your email address.

  • Benefits of Registering

    Create an account for access to exclusive areas and services dedicated to our customers :
    – Wish List
    – My Orders
    – Fast Checkout

    When you register, Balenciaga.com recognizes the country in which you are located and automatically associates it to your account, which will be active only on that country’s version of the site.

  • How can I Unsubscribe from your Newsletter ?

    If you do not wish to receive our Newsletter anymore, you can unsubscribe at any moment by clicking on the Unsubscribe link at the bottom of every Newsletter. This will open a webpage where you can confirm that you want to unsubscribe.

    We ask you to consider that you may still receive several more communications before your request is fulfilled ; we apologize for the inconvenience.

  • How Can I Delete My Account ?

    If you want to cancel your Account, please contact us.

  • Can I Change The Country Of My Account ?

    To transfer your account to the site of a country which is different from the one you registered with, please contact us.

  • I Cannot Log Into My Account. What Should I Do ?

    When you register, Balenciaga.com recognizes the country in which you are located and automatically associates it to your account, which will be active only for that country’s version of the site. If My Account does not recognize your email address or password, verify that you are navigating the version of the site on which you registered the account.

    If you forgot your password, click on the “Forgot your password?” link on the Login page and follow the procedure to change it.

    For further assistance, contact us, we will be happy to assist you.

  • I do not receive your Newsletter. What should I do ?

    Try adding the “newsletter@store.balenciaga.com” address to the safe senders list of your email account ; this will prevent the anti-spam filter from blocking future newsletters. If this does not work, contact us.

Sustainability

  • For a Sustainable Future

    Because sustainability is inherent to the quality of its products and the management of its activities, Balenciaga is committed to release collections that reflect its engagement for a better world and a sustainable future.

    Conscious of its responsibilities, Balenciaga is continuously seeking to perfect its offering for its clients who are looking for responsible luxury.

    Balenciaga shares Kering vision, its parent company, and places at the heart of its strategy the five following priority actions :
    – Create a collective commitment and involve all employees in its quest for sustainability
    – Reduce the environmental impacts of its activities and supply chain (greenhouse gas, water, waste)
    – Offer products that have no damage on the environment
    – Involve its suppliers to adhere to its commitments and help them improve their social and environmental performances
    – Preserve natural resources – that are at the heart of Balenciaga creativity and innovation – and source them in the protection of biodiversity, environment and respect of animal welfare.