WE HAVE SET UP THIS SECTION FOR QUICK REFERENCE ON OUR POLICIES AND FEATURES.
For online order enquiries you can contact our Client Service.
By contacting Client Service, I agree to my data being transferred outside of my local country/region.
We will reply within 24 hours
Frequently Asked Questions
Select a category
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 details.
- Check that the information you entered is correct and click on "Proceed to checkout".
After a few minutes you will receive a confirmation email with the details of your order. From this moment on, we will take care of everything and as soon as the order is shipped we will notify you with another confirmation email.
Check your spam folder. If this does not work, please contact us as there may be errors with the email address you registered with.
Unfortunately orders cannot be cancelled once they have been confirmed. You are welcome to return your order once received as indicated in our Return Policy.
Our website is best viewed with the latest versions of the major browsers. Make sure that you have installed the most updated versions of the browsers that you most frequently use.
If you experience navigation problems, we suggest that you:
- eliminate any Cookies and Temporary Files from your computer
If the problem persists, please contact us with the following details:
- your operating system (Windows Vista, Mac OS X, etc.)
- Internet browser and version (Internet Explorer 9, Firefox, Safari,...)
- the URL that you were trying to access (for example, http://www.balenciaga.com).
Our Client Service is available from Monday to Saturday, from 10am to 9pm, excluding the following closure days:
|January 1st||New Year's Day|
|February 12th||Chinese New Year|
|February 13th||Chinese New Year|
|April 2nd||Good Friday|
|May 1st||Labour Day|
|May 14th||Vesak Day|
|May 26th||Hari Raya Puasa|
|July 20th||Hari raya Haji|
|August 9th||National Day|
|December 25th||Christmas Day|
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 :
- Neiman Marcus
Men's Online Authorised Retailers :
- Mr Porter
Regarding the authenticity of products sold online or in store, please contact Balenciaga Client Service.
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.
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.
Balenciaga.com accepts the following payment methods :
Credit Card : Visa, MasterCard, American Express.
The amount will be charged to your card once the articles are 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 articles are shipped. To register for a PayPal account, visit the website paypal.com. Please note PayPal is not offered as payment option for Pre Orders.
Purchasing on Balenciaga.com is reserved for end consumers. Our prices are inclusive of VAT.
For each order, you will be able to download the invoice directly 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.
We offer complimentary express shipping. Average delivery time : 3-6 business days
You will receive an email with your tracking number once your package has been shipped. For security reasons, your purchases will require a signature upon delivery. Please check the number of boxes delivered and make sure the package is not damaged in any way. Any damage to the packaging and/or the product or any discrepancy between the number of boxes delivered should be immediatedly notified by indicating in writing on the courier's delivery documents. 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 the sender. 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.
You can find all information related to your order and its delivery status in your Order History.
For all orders placed before February, 16th, please contact Client Service
If your order has not been delivered within the estimated period, we suggest that you :
- Check the order status in your Order History for registered users
- Check that the address indicated for the delivery is correct.
- In the case of a missed delivery please contact UPS
For further assistance, contact us, we will be happy to assist you.
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 location site in which you place your order. Orders made from a different location site than the delivery address will be automatically cancelled. Please select the correct location site for your order from the link in the corner of every page.
Our warehouse will be closed on :
- August 15th
- November 1st
- December 8th
- December 25th
- December 26th
All orders will be delivered in our signature Balenciaga packaging that is suitable for gifting. Orders will be shipped inside a secure and anonymous cardboard box.
All papers and cardboards used for Balenciaga ecom packaging are FSC (Forest Stewardship Council) certified and contain between 40% and 50% of post-consumer waste fibers. Our garments bags are made of recycled polyester and our flannels are made of GOTS (Global Organic Textile Standard) certified cotton. Our stationery is printed on FSC paper with vegetal inks.
According to the traffic regulation, you can open a claim for damages with the carrier under certain conditions.
On the day of delivery, you should accept the package with reservations and sign the receipt. Under the signature, you need to mention the reason, for ex: "damaged package", "crushed box", "open box", "wet box", etc...
You can thereafter proceed to open a claim with the carrier and also attach pictures of the damaged box to support your claim.
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.
If you want to cancel your Account, please сontact us.
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Access promotions reserved exclusively for our customers,
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…and much more.
You can subscribe from the Home Page, by entering your email address.
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.
Returns, Refunds, Exchanges
RETURN POLICY FOR ITEMS BOUGHT ONLINE:
If your item is eligible for return (our return policy), you have 30 days from the date you received your order to follow the below steps:Make sure your item(s) are returned in their original condition and with all tags attached.
Cover old address labels with the new pre-paid label and securely seal your package
Contact TNT to arrange a pick-up at your convenience or drop off your return at one of the carriers access points. If any doubt, you may contact our Client Service to help you arrange the pick-up.
All returns must be shipped from the same country they were purchased from.
Once we receive your package, please allow 5 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. Once your return has been accepted, you will be refunded and will receive an email confirming this. For orders placed with Pre Paid Cards, kindly note that Balenciaga has no control over your refund, pending charge, and payment processing times and these financial institutions reserve the right to process these reversals at their discretion. Balenciaga is unable to expedite this process. Please contact your Pre Paid Card issuer for further information and assistance.
For further information on the conditions for exercising your right to return, please visit our return policy.
All returns shipped using the pre-paid shipping label are complimentary. Please note, Balenciaga is not liable for merchandise returned through an alternative courier service, we recommend using the prepaid label.
RETURN POLICY FOR ITEMS BOUGHT IN-STORE
Balenciaga accepts returns in the same country of purchase in exchange of a store credit.
The returned product is accepted under the following conditions:
1. Proof of purchase
2. 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.
Returns are not accepted in Balenciaga stores for products purchased in the following channels:
- Outlet stores
- Multibrand stores
The right of withdrawal/exchange does not apply to orders for products which cannot be sent back given their nature (e.g. unsealed fragrance or cosmetics products), or for hygiene reasons (such as masks, underwear, bathing suits and swim trunks).
You can check your return status at any time in My Account.
EXCHANGE POLICY FOR ITEMS BOUGHT ONLINE :
For exchange inquiries, please contact our Client Service.
EXCHANGE POLICY FOR ITEMS BOUGHT IN-STORE :
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
Purchases made outside China cannot be exchanged in China.
If you have lost the pre-paid return label, please contact us. We will be pleased to help you.
For security reasons, we cannot refund a credit card that is different from the one used for the purchase.
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.
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.
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.
Balenciaga products are guaranteed against issues related to their manufacture for a period of 2 years, regardless of the country or the channel of purchase.
If the product is out of the warranty period and/or damages have been caused by the customer, repair costs will be charged to the customer.
The item is accepted for repair under the following conditions:
- A proof of purchase is provided (sales slip, gift receipt, payment transaction document)
- The product is authentic
All product categories are considered for repair except fragrances, 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).
Balenciaga does not provide a repair service for products purchased through unauthorized resellers. You can refer to our Distribution Network.
How to ask for a repair ?
- Fulfill the contact form and attach the proof of purchase and pictures of the item and its defect. A client service representative will be pleased to contact you about your request.
- Contact our client service by phone, chat or email.
- Refer to one of our Retail Store Locations*.
*Products purchased at Balenciaga Outlet stores can only be submitted to a Balenciaga Outlet store in the same country of purchase.
To proceed with a repair service, please also make sure to remove all personal belongings from your item.
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.
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.