Shipping to United States
Mini Shopping Bag

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.

 

Thank you,

Balenciaga.com

Call us
Call us +1 646 889 1895
 

Mon-Sat 9am-9pm ET

Email us
Email us
We'll reply within 24 hours

Frequently Asked Questions

Frequently Asked Questions

Select a Category

Shopping

  • MORE THAN 24 HOURS HAVE PASSED AND I STILL HAVE NOT RECEIVED AN ORDER CONFIRMATION E-MAIL. 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.

  • 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.

  • 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 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 details
    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.

  • CAN I CANCEL MY ORDER ?

    We are sorry, but once an order has been confirmed, it is processed automatically and cannot be canceled. 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 ?

    A pre-order is the reservation of an item that is not yet available for sale, but will be soon. An estimated delivery date is indicated for each pre-order item within the product page.

    Mixed order consisting of currently available and pre-order items : the products will be dispatched at two different times, but you will be charged only once for the shipping fees.

    Order consisting of pre-order items with different delivery dates : the products will be shipped together on the latest estimated delivery date.


    In any case, you will receive a confirmation email as soon as the package is shipped. The purchase of pre-order items can be made with Credit Card only. Once you complete your order, we will ask your bank to verify the supplied détails ; the validity of your credit card could be confirmed through a payment authorization of 1 USD.

    This authorization is not a charge : Balenciaga will charge your card only once the package is being shipped.

  • DISTRIBUTION NETWORK

    Balenciaga only offers its merchandise for sale through the following limited methods of distribution :
    (1) Balenciaga boutiques
    (2) Balenciaga outlet stores
    (3) Authorized department stores and their websites
    (4) Authorized specialty stores
    (5) Online Authorized 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, unauthorized retail locations or unauthorized websites. In an effort to protect its valuable brand and loyal customer, 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 unauthorized distributors of Balenciaga merchandise.

    List of online authorized 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.

  • WHY HAVE ITEMS THAT I ADDED TO MY CARD 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.

  • 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

  • PAYMENT METHODS

    Balenciaga.com accepts the following payment methods :

    Credit Card : Visa, MasterCard, American Express, JCB, Visa Electron, Discover.
    The total will be charged to your card when the order is shipped. Balenciaga.com features a Fast Checkout option, allowing you to securely save your credit card details so that you do not have to re-enter them for future purchases.

    PayPal : Shop easily online without having to enter your credit card details on the website.
    Your account will be charged once the order is completed. To register for a PayPal account, visit the website paypal.com.

  • 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 Payment 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

    Sales Tax is applied to your order in accordance with individual state and local regulations if your shipping address is in a State where retail stores, company establishments or one of our partners are located.
    For this reason, an estimation of the tax charge might be added to your order total during the checkout process. Exact charges will be calculated automatically after your order is shipped, depending on the Zip Code of the shipping address. The final amount will in any case be equal or less than the estimated Sales Tax and will be indicated in the invoice you receive with the Shipping Confirmation email.

  • WHEN WILL MY CREDIT CARD BE CHARGED ?

    As soon as you complete your order, authorization 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 e-mail.

  • 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 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 are not available ; the charged amount will correspond exclusively to the value of the articles that were effectively shipped.

Delivery

  • PICK UP IN STORE

    Balenciaga offers you the possibility to pick up for free in a store the items you ordered online.
    During the checkout process select “Pick up in Store” and choose which store you would like to have your order delivered to. You will receive an email as soon as your order is ready to be picked up at the store.
    In order to pick up your order, you will need to bring with you :
    – A valid ID
    – The shipping confirmation email (printed or on a mobile device).

    If someone is collecting an order on your behalf, they must bring :
    – A copy of your valid ID
    – A valid ID of the person collecting
    – The shipping confirmation email (printed or on a mobile device)
    Letter of Authorisation.

    If the item is not picked up within 15 days of delivery to the store, the order will be returned to our warehouse and we will issue a refund.

    The Pick-up in store service is available in the following stores :

    New York Soho Women
    148 Mercer Street
    New York, NY 10012
    T : +1 212 206 0872
    Monday: 11am-7pm
    Tuesday: 11am-7pm
    Wednesday: 11am-7pm
    Thursday: 11am-7pm
    Friday: 11am-7pm
    Saturday: 11am-7pm
    Sunday: 12pm-6pm

    New York Soho Men
    149 Mercer Street
    New York NY 10012
    T : +1 212 226 2052
    Monday: 11am-7pm
    Tuesday: 11am-7pm
    Wednesday: 11am-7pm
    Thursday: 11am-7pm
    Friday: 11am-7pm
    Saturday: 11am-7pm
    Sunday: 12pm-6pm

    New York Madison Avenue
    840 Madison Avenue
    New York, NY 10021
    T : +1 212 328 1671
    Monday: 10am-6pm
    Tuesday: 10am-6pm
    Wednesday: 10am-6pm
    Thursday: 10am-6pm
    Friday: 10am-6pm
    Saturday: 10am-6pm
    Sunday: 12pm-5pm

    Design Destrict
    153 NE 40th Street
    Miami, FL 33137
    T: +1 305 908 4242
    Monday: 11am-8pm
    Tuesday: 11am-8pm
    Wednesday: 11am-8pm
    Thursday: 11am-8pm
    Friday: 11am-8pm
    Saturday: 11am-8pm
    Sunday: 12pm-6pm

    Bal Harbour
    9700 Collins Avenue
    Unit No. 119
    Bal Harbour, FL 33154
    T: +1 305 864 4932
    Monday: 10am-9pm
    Tuesday: 10am-9pm
    Wednesday: 10am-9pm
    Thursday: 10am-9pm
    Friday: 10am-9pm
    Saturday: 10am-9pm
    Sunday: 12pm-6pm

    Dallas
    11 Highland Park Village
    Dallas, TX 75205
    T: +1 214 273 7650
    Monday: 10am-6pm
    Tuesday: 10am-6pm
    Wednesday: 10am-6pm
    Thursday: 10am-6pm
    Friday: 10am-6pm
    Saturday: 10am-6pm
    Sunday: 12pm-5pm

    Las Vegas Forum
    The Forum Shops at Caesars
    3500 Las Vegas Boulevard South
    Suite N23
    Las Vegas, NV 89109
    T: +1 702 732 1660
    Monday: 10am-11pm
    Tuesday: 10am-11pm
    Wednesday: 10am-11pm
    Thursday: 10am-11pm
    Friday: 10am-12am
    Saturday: 10am-12am
    Sunday: 10am-11pm

    Las Vegas Crystals
    The Shops at Crystals
    3720 Las Vegas Blvd South
    Suite 220
    Las Vegas, NV 89158
    T: +1 702 262 1636
    Monday: 10am-11pm
    Tuesday: 10am-11pm
    Wednesday: 10am-11pm
    Thursday: 10am-11pm
    Friday: 10am-12am
    Saturday: 10am-12am
    Sunday: 10am-11pm

    Beverly Hills Rodeo Drive
    353 North Rodeo Drive
    Beverly Hills, CA 90210
    T: +1 310 854 0557
    Monday: 10am-7pm
    Tuesday: 10am-7pm
    Wednesday: 10am-7pm
    Thursday: 10am-7pm
    Friday: 10am-7pm
    Saturday: 10am-7pm
    Sunday: 12pm-6pm

    South Coast Plaza
    3333 Bristol Street
    Suite 2231
    Costa Mesa, CA 92626
    T: +1 714 668 0557
    Monday: 10am-9pm
    Tuesday: 10am-9pm
    Wednesday: 10am-9pm
    Thursday: 10am-9pm
    Friday: 10am-9pm
    Saturday: 10am-8pm
    Sunday: 11am-6:30pm

    Valley Fair
    2855 Stevens Creek Blvd
    Suite 1235
    Santa Clara CA 95050
    T: +1 408 572 8020
    Monday: 10am-9pm
    Tuesday: 10am-9pm
    Wednesday: 10am-9pm
    Thursday: 10am-9pm
    Friday: 10am-9pm
    Saturday: 10am-9pm
    Sunday: 11am-6pm

    Ala Moana
    Ala Moana Shopping Center
    1450 Ala Moana Blvd #2067
    Honolulu, HI 96814
    T: +1 808 949 9001
    Monday: 9:30am-9pm
    Tuesday: 9:30am-9pm
    Wednesday: 9:30am-9pm
    Thursday: 9:30am-9pm
    Friday: 9:30am-9pm
    Saturday: 9:30am-9pm
    Sunday: 10am-7pm

  • SHIPPING RESTRICTIONS

    At this time we are unable to ship orders to General Delivery, P.O. Boxes. Orders made to any of these addresses will be cancelled.
    The delivery address of your order must match the country site in which you place your order. Orders made from a different country site than the delivery address will be automatically cancelled. Please select the correct country site for your order from the link in the corner of every page.

  • 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.

    Our warehouse is closed for these Holidays. Please plan accordingly as orders will not be shipped out on these dates. 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 the courier 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.

  • 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.

Returns, Refunds, Exchanges

  • REFUNDS

    We usually accept returns within 3 business days of their arrival at our warehouse. During peak times it could take up to 7 business days. Once your return has been accepted, we will immediately request reimbursement and send you a confirmation email.

    The time needed to process your refund may vary based on the payment method used :
    – Credit Card : Our bank will reimburse you within 7 business days of the Return Acceptance Confirmation email. The time it takes to restore the credit back to your account depends on the Credit Card Issuer.
    – PayPal : You will see the refund in your PayPal account within 24 hours of the Return Confirmation email.

  • RETURN POLICY


    ONLINE RETURN POLICY

    You can return any item purchased on Balenciaga.com within 30 days of the delivery date. Here’s 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. Use the pre-paid UPS Return Label included in your order and leave the package at a UPS drop-off location.
    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.

    You can return items purchased at Balenciaga.com to a store within 30 days, just follow the steps listed below :
    – Make sure the items are in the original condition, all tags and packaging included
    – Put the items into the original box (or another sturdy box) and bring them to one of our stores, along with the delivery note and the return label, both included in the original package
    – If you paid Cash on Delivery, please remember to bring your bank details (account holder name, SWIFT and IBAN).
    The courier will collect your package from the store within one working day. We normally process returns within 3 business days of their arrival at our warehouse. Should your return comply with our Return Policy, you will receive a confirmation email as soon as the refund for your return has been issued.
    You can only return items within the same country the parcel was delivered. Stores in different countries will not be able to accept your returns.
    At the moment the service is available in the following stores :

    New York Soho Women
    148 Mercer Street
    New York, NY 10012
    T : +1 212 206 0872
    Monday: 11am-7pm
    Tuesday: 11am-7pm
    Wednesday: 11am-7pm
    Thursday: 11am-7pm
    Friday: 11am-7pm
    Saturday: 11am-7pm
    Sunday: 12pm-6pm

    New York Soho Men
    149 Mercer Street
    New York NY 10012
    T : +1 212 226 2052
    Monday: 11am-7pm
    Tuesday: 11am-7pm
    Wednesday: 11am-7pm
    Thursday: 11am-7pm
    Friday: 11am-7pm
    Saturday: 11am-7pm
    Sunday: 12pm-6pm

    New York Madison Avenue
    840 Madison Avenue
    New York, NY 10021
    T : +1 212 328 1671
    Monday: 10am-6pm
    Tuesday: 10am-6pm
    Wednesday: 10am-6pm
    Thursday: 10am-6pm
    Friday: 10am-6pm
    Saturday: 10am-6pm
    Sunday: 12pm-5pm

    Design Destrict
    153 NE 40th Street
    Miami, FL 33137
    T: +1 305 908 4242
    Monday: 11am-8pm
    Tuesday: 11am-8pm
    Wednesday: 11am-8pm
    Thursday: 11am-8pm
    Friday: 11am-8pm
    Saturday: 11am-8pm
    Sunday: 12pm-6pm

    Bal Harbour
    9700 Collins Avenue
    Unit No. 119
    Bal Harbour, FL 33154
    T: +1 305 864 4932
    Monday: 10am-9pm
    Tuesday: 10am-9pm
    Wednesday: 10am-9pm
    Thursday: 10am-9pm
    Friday: 10am-9pm
    Saturday: 10am-9pm
    Sunday: 12pm-6pm

    Dallas
    11 Highland Park Village
    Dallas, TX 75205
    T: +1 214 273 7650
    Monday: 10am-6pm
    Tuesday: 10am-6pm
    Wednesday: 10am-6pm
    Thursday: 10am-6pm
    Friday: 10am-6pm
    Saturday: 10am-6pm
    Sunday: 12pm-5pm

    Las Vegas Forum
    The Forum Shops at Caesars
    3500 Las Vegas Boulevard South
    Suite N23
    Las Vegas, NV 89109
    T: +1 702 732 1660
    Monday: 10am-11pm
    Tuesday: 10am-11pm
    Wednesday: 10am-11pm
    Thursday: 10am-11pm
    Friday: 10am-12am
    Saturday: 10am-12am
    Sunday: 10am-11pm

    Las Vegas Crystals
    The Shops at Crystals
    3720 Las Vegas Blvd South
    Suite 220
    Las Vegas, NV 89158
    T: +1 702 262 1636
    Monday: 10am-11pm
    Tuesday: 10am-11pm
    Wednesday: 10am-11pm
    Thursday: 10am-11pm
    Friday: 10am-12am
    Saturday: 10am-12am
    Sunday: 10am-11pm

    Beverly Hills Rodeo Drive
    353 North Rodeo Drive
    Beverly Hills, CA 90210
    T: +1 310 854 0557
    Monday: 10am-7pm
    Tuesday: 10am-7pm
    Wednesday: 10am-7pm
    Thursday: 10am-7pm
    Friday: 10am-7pm
    Saturday: 10am-7pm
    Sunday: 12pm-6pm

    South Coast Plaza
    3333 Bristol Street
    Suite 2231
    Costa Mesa, CA 92626
    T: +1 714 668 0557
    Monday: 10am-9pm
    Tuesday: 10am-9pm
    Wednesday: 10am-9pm
    Thursday: 10am-9pm
    Friday: 10am-9pm
    Saturday: 10am-8pm
    Sunday: 11am-6:30pm

    Valley Fair
    2855 Stevens Creek Blvd
    Suite 1235
    Santa Clara CA 95050
    T: +1 408 572 8020
    Monday: 10am-9pm
    Tuesday: 10am-9pm
    Wednesday: 10am-9pm
    Thursday: 10am-9pm
    Friday: 10am-9pm
    Saturday: 10am-9pm
    Sunday: 11am-6pm

    Ala Moana
    Ala Moana Shopping Center
    1450 Ala Moana Blvd #2067
    Honolulu, HI 96814
    T: +1 808 949 9001
    Monday: 9:30am-9pm
    Tuesday: 9:30am-9pm
    Wednesday: 9:30am-9pm
    Thursday: 9:30am-9pm
    Friday: 9:30am-9pm
    Saturday: 9:30am-9pm
    Sunday: 10am-7pm


    RETAIL RETURN POLICY

    Balenciaga accepts returns in the same country of purchase in exchange of a store credit.
    The returned product is accepted under the following conditions :
    – Proof of purchase
    – Item in perfect conditions, with the original labels and tags and their packaging for shoes and jewels.
    Full price products of all categories are accepted except fragrances, end of season sales or promotional sales, customized products, press gifts and sample, friends & family sales items. CITES products can be exchanged within same country only, no cross-border exchange.
    Returns are not accepted in Balenciaga stores for products purchased in the following channels :
    – Outlet stores
    – Multibrand stores

    Purchases made outside China cannot be exchanged in China.

  • CAN I COMBINE RETURNS FROM DIFFERENT ORDERS ?

    Sure, you can use the same box and pre-paid label. A return fee will only be deducted on the UPS Return Label used for shipping. You can find more information about our return procedures on the Return Policy page.

  • CAN I RECEIVE MY REFUND ON A DIFFERENT CREDIT CARD 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
    125 Delawanna Avenue
    Clifton, NJ 07014
    New Jersey

    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.

  • WHERE CAN I CHECK MY REFUND STATUS ?

    You can check the status on the Check your Refund page.

  • WHERE IS MY RETURN ?

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

     

  • EXCHANGE POLICY

    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.

    RETAIL EXCHANGE POLICY
    Balenciaga accepts cross-border exchange of items purchased in Balenciaga stores within 30 days from the purchase date for the same item in a different colour or size.
    The exchanged product is accepted under the following conditions :
    – Proof of purchase
    – Item in perfect conditions, with the original labels and tags and their packaging for shoes and jewels.
    – Full price products of all categories are accepted except fragrances, end of season or promotional sales items, customized products, press gifts and sample, friends & family sales items. CITES products can be exchanged within same country only, no cross-border exchange.
    Exchanges are not accepted in Balenciaga stores for products purchased in the following channels :
    – Outlet stores
    – Multibrand stores

  • 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 please contact us.

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 : UK, Ireland, Hong Kong, Australia, Malaysia, Singapore, Malaysia – 6 years; Taiwan – 5 years; US – 4 years.

    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, customized 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 unauthorized 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 exclusively dedicated to our customers
    Receive our style tips
    …and much more.

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

  • BENEFITS OR 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.

  • CAN I CHANGE THE COUNTRY OF MY ACCOUNT ?

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

  • HOW CAN I DELETE MY ACCOUNT ?

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

  • 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.

  • 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.