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 order has shipped, you will receive an email that enables you to track your order. Once your package has shipped, you will receive an email with a tracking number. For security reasons, a 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.
Please be advised that for orders with a total amount above 1.000 NZD, the customer may be requested by the carrier to complete the local form NZCS224 and show an ID card for a release through the customs clearance process. Deliveries may be delayed due to unforeseen irregularities on the part of our delivery partners. Balenciaga can assume no liability in such cases.
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.
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 UPS drop-off location or visit UPS' 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.
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.
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- 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.
HOW DO I REACH YOUR CLIENT SERVICE TEAM?
Please email firstname.lastname@example.org 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 email@example.com.