Frequently Asked Questions
Select a category below and find the answers to associated common asked questions
Balenciaga.com accepts the following payment methods :
Credit Card : Visa, MasterCard, American Express, Discover.
The amount will be charged to your card once the items 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 items 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.
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. If your financial intitution is unable to resolve the matter, you may contact our Client Services for further assistance here.
Once an order has been confirmed, it is processed automatically, which means it cannot be cancelled. If you are a registered customer, you can cancel any order within 30 minutes of placing it by going to the "My orders" section of your account. After this 30-minute period or if you checked out as a guest, you will still have the option of returning the package to us, as indicated in our Return Policy.
The amount paid is lower when, at the moment the order is dispatched, one or more ordered items is not available. Therefore, the charged amount will correspond exclusively to the value of the items that were shipped.
Sales tax is applied to your order in accordance with individual state and local regulations depending on the shipping address and location of any retail stores, company establishments or partners, located in that state. An estimated tax charge is added to your order during the checkout process, and the exact charges will be calculated automatically upon shipping your order based on the shipping address Zip Code. The final amount taxed will be equal or less than the Estimated Sales Tax and will be indicated on your completed order invoice.
Pre-Order items are products from the most recent collection that can be reserved in advance within a limited timeframe. When purchasing a Pre-Order item, you will be among the first to reserve a product in your preferred style and size. The expected shipping date for Pre-Order items will be clearly noted on the product page. This date is only an estimate and is subject to change. Please note, Pre-Ordered items are not guaranteed. If for any reason we are not able to fulfill your Pre-Order, we will refund you the full amount of the Pre-Order. You may always return an item or cancel your Pre-Order based on our online return policy, and you will only be charged at the time of shipment. For updates regarding your Pre-Order, please contact us.
All our orders are delivered in a branded box or envelope. By selecting the gift option, you may include a personalised message. Please note that once your order placed, the gift message can't be modified.
Balenciaga only offers its merchandise for sale through the following limited methods of distribution :
(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 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 unauthorized distributors of Balenciaga merchandise.
Online merchants authorized to sell Balenciaga products:
Should you have any questions about the authenticity of products sold online or in stores, please contact our Customer support Team.
Standard shipping is offered for all orders placed on Balenciaga.com.
Before the order ships, you can track its status in the My Account section of our website. If you checked out as a guest, please contact our Customer Service team.
Once your package has shipped, you will receive an email with a tracking number. For security reasons, an adult signature is required for all deliveries. Please check the number of parcels you received and ensure they are not damaged. You must immediately report any damage and/or missing product/parcel on the delivery slip.
All orders are processed automatically, and we cannot shorten or extend shipping times. Please note that you cannot choose the date or time of delivery. Our carrier delivers packages Monday through Friday during business hours and will make two delivery attempts. If the second delivery attempt fails, your order will be returned to the sender. Once the order has been placed, it is no longer possible to change the shipping address.
The Brexit may lead to delays in shipment times
If your order has not been delivered within the estimated timeframe, we recommend:
– Checking your order status here
– Checking that the delivery address is correct
– In the case of a missed delivery, please contact DHL
For further assistance, contact us and 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.
Balenciaga also gives you the option to visit one of our shops to pick up orders placed online, at no additional charge. After entering the preferred shipping mode in your cart, choose "In-store delivery" and select the shop you want from the list. We will ship your order to that shop and send you an email as soon as your order is ready for pick-up.
In order to pick up your order, you will need to bring with you :
– A valid ID,
– The email confirming that your order is ready for pick up (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 email confirming that your order is ready for pick up (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 :
London Sloane Street
203-204 Sloane Street
London SW1X 9QX, United Kingdom
T: +44 203 425 80 00
London New Bond Street
24-25 New Bond Street
London W1S 2RN, United Kingdom
T: +44 20 3692 9400
All orders will be delivered in a suitable Balenciaga packaging. Orders will be shipped inside a secure and anonymous cardboard box.
All papers and cardboards used for Balenciaga ecom packaging are sourced from protected forests and contain at least 40% post-consumer waste content. Our garments bags are made of recycled polyester and dust bags are made of recycled cotton.
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 need further assistance, please contact our Client Services team.
You have 30 days to carry out a return, provided that the item is eligible (see Return Conditions).
These are the steps you should follow:
1. Enter your email address and the order number on the dedicated page.
2. Select the product(s) you wish to return and select the reason for the return.
3. Make sure to return the items in their original packaging and in their original condition, unworn, with the tag(s) attached to the product(s).
4. Download the prepaid return label and affix it to the parcel.
(Please note that Balenciaga is not responsible for merchandise returned using a method or carrier other than this prepaid label.)
5. Take the parcel to a DHL drop-off location or visit DHL's website to schedule a parcel collection.
Returns must be shipped from the same country to which they were delivered.
You will receive a confirmation email when your return has been processed. You can check the status of your return at any time in the My Account section. If your return does not meet the conditions stated above, we will send it back to you.
For LED items, please note that some logistical limitations can apply. If you buy more than one pair (Led Trainers) / one item (sunglasses) of LED products, you must only make your return in store. Balenciaga LED items use lithium batteries and LED technology. Please be aware that these may be subject to security regulations or constraints while travelling. We invite you to contact your airline/railroad line service before travelling.
Balenciaga.com accepts product exchanges up to 30 days from the date of delivery, provided that the item is in its original condition & packaging, with all tags attached to the product. Your exchange must be postmarked within the 30-day window in order to be processed. For more information on product eligibility, please reference our return policy or the product page of the item(s) you are looking to exchange.
For online purchases, exchanges may be done on an item's size only by contacting Client Services.
If you have lost the return label, please contact us. We will be happy to assist you.
Balenciaga is not liable for merchandise returned using a method or carrier other than this prepaid label.
For security reasons, your refund may only be credited to the same credit card used to place the order. We make every effort to process return credits as quickly as possible. However, please note that the time needed to process return credits can vary across banking institutions and may take as long as two weeks from receipt of your parcel.
If you used a prepaid card to settle your order, Balenciaga has no control over reimbursement, any fees incurred or payment processing time. These banking institutions reserve the right to process these transactions at their discretion. Balenciaga cannot accelerate the process. Please contact the institutions that issued your prepaid card to obtain further information or assistance.
Exchanges and returns for store credit of goods purchased within the directly-operated Balenciaga store network are accepted within 30 days upon presentation of the original sale receipt.
Products must be returned in their original packaging and condition, unworn with original tag(s).
Returns only apply within the country of purchase. A store credit for the original amount of the product will be issued and valid for one year. Exchanges and returns on fragrances, underwear, jewelry, customised and altered products are excluded. This does not affect your statutory rights.
Exchanges and returns for purchases made in department stores are subject to the department store's specific policies.
For purchases made at an outlet, exchanges and returns can only be accepted at the original store of purchase.
If you forgot your password, click on the "Forgot your password?" link on the Login page and follow the procedure to change it. Make sure to check your junk emails as well.
For further assistance, contact us, we will be happy to assist you.
If you want to cancel your Account, please сontact us.
Subscribe to our Newsletter and you can :
- be among the first to discover the latest news from balenciaga.com,
- access promotions reserved exclusively to our customers,
- receive our style tips, 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.
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.
WHO IS REFLAUNT?
Reflaunt is a pioneer in the circular fashion economy, helping brands empower their customers to resell their pre-loved designer items. Reflaunt has a global network of leading pre-loved marketplaces and technology that instantly lists pieces across multiple channels, giving you the best chance of seeing your items sold.
WHAT IS THE SERVICE?
BALENCIAGA has partnered with Reflaunt so you can resell pre-loved BALENCIAGA items with ease, convenience and flexibility.
Our service allows you to resell your items, and choose how to receive payment once they have sold, whether it be as BALENCIAGA voucher – with an extra 20% added – or cash via bank transfer.
You can also resell iconic Balenciaga bags and sneakers for instant voucher before it sells.
WHAT CAN I RESELL?
You can resell the below categories of BALENCIAGA's products as long as they are in excellent condition :
- Small Leather Goods
Please note, that the following items are not acceptable for resale:
- Swimwear and beachwear
- Lingerie, tights, and socks
- Hair accessories
- Counterfeit items
- Items that have not been acquired legally
- Items whose sale is contrary to the law
- Items with a hygiene or health risk
- Products with offensive imagery
- Items in an exotic material
- Tailored products
We also reserve the right to remove items that may violate our guidelines. For more information, please refer to our Terms And Conditions.
HOW DO I DETERMNINE WHAT CONDITION MY ITEM IS IN?
Please refer to the below definitions to determine the condition of your items.
Brand new: The piece has never been worn or used and is as good as brand new.
Excellent: The piece has barely been used or worn and has minimal signs of usage.
Very good: The piece has been used or worn and has some signs of wear.
Good: The piece has been used or worn and has moderate signs of wear.
Moderate: The piece has obvious signs of wear (hard scratches, stains).
ARE PIECES FROM AN OLD COLLECTION / CREATIVE DIRECTOR ACCEPTED ? ARE OUTLET PIECES ACCEPTED ?
Yes, all Balenciaga pieces from all collections are accepted.
WHERE IS THE SERVICE AVAILABLE?
The Reflaunt service is currently available in on Balenciaga.com in France, Italy, United Kingdom, United States and Singapore. The in-store drop-off of the items you would like to resell is available in the following Balenciaga stores:
- Paris - Montaigne;
- Paris - Saint Honore;
- Milan - Via Montenapoleone;
- Rome Piazza di Spagna;
- London - Sloane;
- Los Angeles - Rodeo Drive;
- New York - Madison;
- Singapore - Paragon;
- Singapore - Marina Bay Sands.
I ALREADY HAVE A BALENCIAGA ACCOUNT. WHY DO I NEED TO CREATE A NEW ACCOUNT?
While you might already have a Balenciaga account, it is still necessary to create a Reflaunt account to start reselling. Please use the same email address as your BALENCIAGA account when registering with us.
I FORGOT MY PASSWORD
You can reset your password from the sign-in page here. You will then receive an email with the instructions.
HOW DOES IT WORK?
If you are reselling your Balenciaga items through consignment, the reselling steps are as follows:
1) Choose from the below two services to start reselling :
- Drop off your piece at one of the selected Balenciaga stores.
- Organize a free pick-up service at an address of your choice in the US, France, UK, Italy and Singapore.
Use this link to schedule a drop off or pick-up.
2) We evaluate and list your items
Our expert team will take care of the photography, pricing and product description of your items. The price of your items are based on an algorithm that takes into consideration market trends, demand and the item’s condition. Once you approve our pricing proposal, we will list your items across our global network of marketplaces simultaneously.
3) You are rewarded
Once your items sell, you will have the choice to receive payment as Balenciaga voucher – with an extra 20% added – or as cash via bank transfer. The amount you receive is the full amount quoted in our pricing proposal. The voucher is received via e-mail and needs to be presented in an electronic or printed version of it at the store.
If you are reselling iconic Balenciaga bags and sneakers to receive a Balenciaga instant voucher - with an extra 30% added - the process is the same but difference is once you approve our pricing proposal you will receive instant payment as Balenciaga voucher – with an extra 30% added.
The Balenciaga voucher is received via email, is valid for 1 year from the date it was issued and must be redeemed in one shopping trip. It is currently ONLY redeemable in a selection of Balenciaga stores and can ONLY be used in the country of issuance as per below:
Balenciaga Montaigne, Paris
Balenciaga Saint-Honoré, Paris
Balenciaga Cannes, Cannes
Balenciaga Monaco, Monaco
Balenciaga Rome, Rome
Balenciaga Montenapoleone, Milan
Balenciaga Florence, Florence
Balenciaga Venice, Venice
Balenciaga Madrid, Madrid
Balenciaga Rodeo Drive, Beverly Hills
Balenciaga Madison Flagship, New York
Balenciaga Sloane Street, London
Balenciaga Paragon, Singapore
Balenciaga Marina Bay Sands, Singapore
WHY WAS MY ITEM REJECTED, AND WHAT HAPPENS IF SOME OF THE ITEMS I SEND ARE NOT ACCEPTED WHILE THE OTHER ONES ARE ?
Every item is reviewed by our team of experts. Items are declined when they don't meet our Condition guidelines (excellent condition), when we can't verify authenticity, or when it's a category of item that can't be resold win the second-hand market (e.g.swimwear). If an item does not pass the quality & authenticity tests, you can choose between donating item or getting it back. In case of the latter Reflaunt will ship the pieces back to you at the cost of 15€ per item to cover costs. Only the item that was rejected will be returned to you or donated at your choice. For the item(s) that were accepted, Reflaunt will share an estimated net pay for your approval to continue on the resell process.
WHAT HAPPENS IF I DON'T ACCEPT REFLAUNT'S VALUATION OF THE ITEM AND DECIDE TO GET IT BACK? WILL I HAVE TO PAY THE SHIPPING COSTS?
The item is returned to you at the cost of 15€ per item to cover Reflaunt's costs, or you can choose to donate them.
WHERE ARE THE ITEMS SOLD AND CAN I CHOOSE WHERE THE ITEMS ARE SOLD ?
Items are sold in Reflaunt’s network of over 25 amongst the best luxury resale marketplaces worldwide such as Vestiaire Collective, Tradesy, Rebelle, The Next Closet, Hewi... Chosen for their excellence in service, traction, reputation and fit with our stock to ensure fastest sell-through with maximum payout. You can not choose where the items are sold : Reflaunt has the expertise of listing your items in the marketplaces that will allow you to sell faster and for the highest payout.
DO THE PIECES HAVE A LIFE DURATION ON THE MARKETPLACES AND WHAT HAPPENS IF MARKETPLACES CANNOT MANAGE TO SELL AN ITEM ?
If the product is not resold within 180 days from the date you approved Reflaunt's pricing proposal, the product can be returned at no returning fees.
If you wish the product to be returned before 180 days, it will be at your expense.
WHEN WILL MY ITEMS BE READY TO RESELL ?
Once items arrive in our warehouse, it usually takes 8-10 working days to review, price and photograph your items before they can be listed. We’ll email you once your pieces have arrived and will confirm when they are listed. You can also view and keep track of resell items in your Reflaunt account under My Wardrobe.
CAN I CHANGE MY MIND ABOUT SELLING AN ITEM?
Yes, you can simply email email@example.com and confirm the details of the item you no longer wish to resell. The sale will be suspended once you have received a confirmation email and the product will be returned to you within 30 days at a cost of 15€ per item.
HOW DO I KNOW WHEN MY ITEMS ARE SOLD AND IS THERE A REMINDER SENT IN CASE THE PRODUCT IS NOT SOLD ?
Once a sale has been confirmed, we will notify you via email and you will be able to choose your payment either in Balenciaga voucher with an extra 20% in value or in cash. Reflaunt will maintain constant communication to update you on your listings. You can also check the status of your items in your Reflaunt account under My Wadrobe.
HOW DO I SHIP MY PRE-LOVED ITEMS?
You can choose between either arranging a pick up collection by selecting your preferred date, time and address, or drop it off in our selected Balenciaga stores.
In the case of pick-up, place your items in a parcel and attach to it the shipping label emailed to you (within 48 hours from when your resell request has been submitted, only one shipping label per parcel unless otherwise specified by us). For in-store drop-offs, place your items in a parcel and bring your QR code to be verified in store.You’ll receive an email once your items arrive in our warehouse.
CAN I CHANGE MY SCHEDULED PICK-UP?
When you arrange a collection you’ll be asked if you can be flexible with the pick-up time as the driver may arrive up to two hours earlier than your selected time slot. This is to help the driver collect other resell items in your area and reduce our carbon footprint. Please try to avoid making changes where possible.
IS MY ITEM COVERED AGAIN LOSS OR DAMAGE
You are responsible for all risk or loss or damage to the Item until We take physical possession of it when it reaches our warehouse. We accept the risk of loss or damage of items only when (i) We take physical possession of the item(s), or (ii) You use Our approved, pre-paid shipping label and Approved Shipment and the label is processed into Our approved shipping vendor’s tracking system. If an item is damaged, stolen, or lost while in Our possession or during Approved Shipment and the loss is confirmed by the courier, it will be treated as Sold and We will refund value of the item. If the item is priced, the price will be based on the amount disclosed. If the item is not priced, We will pay an estimated purchase price. Such Estimated Purchase Price will be determined by Our sole discretion based on the information provided and the item’s estimated price net of all commissions, cost of shipping and duties. For more information, please refer to our Terms And Conditions.
HOW IS MY PAYOUT DETERMINED?
Our team of experts review each item and define the price based on a pricing algorithm that takes into consideration market trends, demand and the item’s condition. Before anything is listed, you will receive an email with an estimated net payout for your approval.
WILL THERE BE ANY PRICING NEGOTIATION FOR THE PIECES TO RESELL ?
Once your pieces are collected and digitised by Reflaunt, you will receive an estimated net payout of your items to be approved. This is the maximum price Reflaunt can offer. If you have a question, you can directly reach Reflaunt through the email address : firstname.lastname@example.org
CAN I REDUCE THE RESELL PRICE TO SELL FASTER?
You can decide to reduce the price of a listed item at any time to increase your chances of making a sale. Simply sign in to your Reflaunt account under My Wardrobe to amend the price.
HOW DOES SMART PRICING FEATURE WORK?
You can select this feature when you first list your items. This allows you to automatically reduce your payout by 15% every 45 days, with a maximum price reduction of 3 x 15%.
WHEN WILL I BE REWARDED FOR THE RESELLING OF MY ITEM ?
Payment is made once the item sells in the marketplace and the return period expires (up to 21 days depending on the marketplace). If you choose your payment in voucher, you will receive an email with the QR code automatically; if you chose a cash payment it may take up to 5 business days. In case of Buy-Back service for iconic Balenciaga items, payment is made as soon as Reflaunt's offer for your item is approved.
FOR THE RESELL SERVICE, WHAT IS THE DIFFERENCE BETWEEN MY PAYOUT AND THE PAYOUT I RECEIVE?
There is no difference between them. The payout you agree to resell your item is the entire amount you will receive once your item sells, net of all commissions, cost of shipping and duties.
HOW CAN I SPEND MY VOUCHER?
You will receive an email once your BALENCIAGA voucher is available. Go to the selected BALENCIAGA stores, chose your new items and share your QR code with the BALENCIAGA store associate. Your store credit is valid for 12 months from the date of issue and can only be redeemed in one purchase and not partially. Your voucher is personal and non-transferable, and won't be offered for markdown items. The amount of the transaction cannot be lower and the voucher cannot be redeemed partially.
HOW DO I REACH YOUR CLIENT SERVICE TEAM?
Please email email@example.com and a member of the team will be in touch within 48 hours.
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.
For information on sustainability, please contact firstname.lastname@example.org.