Frequently Asked Questions
Select a category below and find the answers to associated common asked questions
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).
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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
- Tsum - Tsum
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.
Klarna offers 3 flexible payment options with no additional cost, upon your preference :
1) Pay now : Pay the entire amount instantly, either via online banking or direct debit.
2) Pay in 30 days : Payment will be processed once the order has been delivered.
3) Pay in installments: Payment will be processed in 3 or 4 installments.
*Please note Klarna 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.
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.
The Brexit may lead to delays in shipment times
You can find all information related to your order and its delivery status in your Order History.
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 :
- January 1st
- January 6th
- April 17th
- April 18th
- April 25th
- May 1st
- June 2nd
- August 15th
- November 1st
- December 8th
- December 25th
- December 26th
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.
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 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)
- a letter of authorisation.
If the item is not picked up within 15 days of delivery to the store, the order will be returned and we will issue a refund.
The Pick-up in store service is available in our stores in London :
London Mount Street
12 Mount Street
W1K 2RD London, United Kingdom
T: +44 207 317 44 00
London Sloane Street
203-204 Sloane Street
London SW1X 9QX, United Kingdom
T: +44 203 425 80 00
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 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.
Subscribe to our Newsletter and you can :
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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 POLICY FOR ONLINE PURCHASES:
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:
Register your return online by logging in to your account.
Once your return has been saved, you will receive an email informing you that your request has been received.
Ensure that your items are returned in their original condition and in their original packaging. All labels must be retained and attached to the items. Replace the initial delivery label with the pre-paid return label included in your parcel and carefully seal your parcel.
Contact DHL to organise the pick-up for your return, or drop it off at a DHL collection point.
Returns must be sent from the same country as the country of receipt.
Please allow around 5 to 7 days to receive your refund, following receipt of the parcel by our services (this time frame is for guidance only and may vary depending on periods of activity). If your return does not meet the above-mentioned conditions, we will send it 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 about the conditions of our returns policy, please click here.
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.
You can return items purchased at Balenciaga.com to a store within 30 days, just follow the steps listed below :
1. Make sure the items are in the original condition, all tags and packaging included
2. Put the items into the original box and bring them to one of our stores, along with a purchase proof and the return label.
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.
If returning your online order to a store, please do not complete return form online as it can cause delays in processing.
The in-store returns service is available at the following stores:
London Mount Street
12 Mount Street
W1K 2RD London
T: +44 207 317 44 00
London Sloane Street
203-204 Sloane Street
London SW1X 9QX
T: +44 203 425 80 00
London New Bond Street
24/25 New Bond Street
London W1S 2RN
T: +44 207 355 00 88
RETURNS POLICY FOR IN-STORE PURCHASES:
Balenciaga accepts in-store returns provided there is a store in the country of purchase
The returned item will be accepted under certain conditions:
- Proof of purchase
- Item in pristine condition, with all the original labels and packaging for shoes and jewellery.
Items from all categories are accepted, except for perfumes, promotional items, personal care items, press samples and gifts and items from private sales.
Returns are not accepted:
- in outlets
- in multi-brand 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.
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 - Borgogna;
- 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 Mount Street, London
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.