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WE HAVE SET UP THIS SECTION FOR QUICK REFERENCE ON OUR POLICIES AND FEATURES.
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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. Once your order has shipped, you will receive an email confirmation with your FedEx tracking number. All orders are shipped with Express Shipping. Please allow 3-6 Business days for order delivery.
It is recommended to confirm that the email entered for order is correct and to check spam or junk folders for misdirected emails. If further assistance is needed please contact Client Services at 1-646-889-1895 or submit a Contact Form. We will be happy to assist you.
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 - verify that Javascript is enabled.
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).
Balenciaga only offers its merchandise for sale through the following limited methods of distribution : (1) Balenciaga boutiques (2) Balenciaga outlet stores (3) Authorized department stores and their websites (4) Authorized specialty stores (5) Online Authorized Retailers (6) Limited duty-free locations (7) On the internet at Balenciaga.com.
Balenciaga does not offer its merchandise for sale through individuals, street vendors, unauthorized retail locations or unauthorized websites. In an effort to protect its valuable brand and loyal 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.
List of online authorized retailers :
Women's Online Authorized Retailers : - Farfetch - Net-a-Porter - Mytheresa - Matchesfashion - Ssense - Neiman Marcus - 24S - Tsum
Men's Online Authorized Retailers : - Farfetch - Mr Porter - Matchesfashion - Ssence - 24S - Tsum
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 Client Service for further assistance. Contact us.
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, 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.
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 check out 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.
We offer complimentary express shipping. Average delivery time : 3-6 business days. Please note that select orders may ship from our Italian warehouse which may result in slightly longer shipping times.
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 immediately notified by indicating in writing on the courier's delivery documents. Our courier delivers from Monday to Friday during business hours and will make two delivery attempts. After the second 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 Fedex 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 : - July, 3rd - September 7th - November 26th - November 27th - December 25th
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) – Letter of Authorisation. If the item is not picked up within 15 days of delivery to the store, the order will be returned to our warehouse and we will issue a refund.
The Pick-up in store service is available in the following stores :
New York Soho Women 149 Mercer Street New York, NY 10012 T: +1 212 206 0872 Monday: 11am-6pm Tuesday: 11am-6pm Wednesday: 11am-6pm Thursday: 11am-6pm Friday: 11am-6pm Saturday: 11am-6pm Sunday: 12pm-6pm
New York Soho Men 148 Mercer Street New York, NY 10012 T: +1 212 206 0872 Monday: 11am-6pm Tuesday: 11am-6pm Wednesday: 11am-6pm Thursday: 11am-6pm Friday: 11am-6pm Saturday: 11am-6pm Sunday: 12pm-6pm
New York Madison Avenue 620 Madison Ave New York, NY 10022, United States T: +1 212 328 1671 Monday: 11am-6pm Tuesday: 11am-6pm Wednesday: 11am-6pm Thursday: 11am-6pm Friday: 11am-6pm Saturday: 11am-6pm Sunday: 12pm-5pm
Los Angeles Rodeo Drive 338 N Rodeo Dr, Beverly Hills CA 90210, United States T: +1 310 854 0557 Monday: 11am-6pm Tuesday: 11am-6pm Wednesday: 11am-6pm Thursday: 11am-6pm Friday: 11am-6pm Saturday: 11am-6pm Sunday: 12pm-6pm
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.
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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Be among the first to discover the latest news from Balenciaga.com, Access promotions reserved exclusively for 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.
RETURNS POLICY FOR ONLINE PURCHASES: You have 30 days, starting from the date of delivery, to return items purchased on our website. Here is the procedure to follow: Register your return online by logging in to your account. 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 Fedex to organise the pick-up for your return, or drop it off at a Fedex 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 also return items purchased on Balenciaga.com to one of our stores, within 30 days, by following the steps below: Ensure that your items are returned in their original condition and in their original packaging. - Place the items in their original packaging and return them to one of our stores, along with the proof of purchase and the pre-printed returns label present in the original parcel. Returns can only be processed in the country in which the parcel was delivered. Stores located in other countries are not authorized to accept 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:
New York Mercer Street Women's 149 Mercer Street New York, NY 10012 T: +1 212 206 0872 Monday: 11am-6pm Tuesday: 11am-6pm Wednesday: 11am-6pm Thursday: 11am-6pm Friday: 11am-6pm Saturday: 11am-6pm Sunday: 12pm-6pm
New York Mercer Street Men's 148 Mercer Street New York, NY 10012 T: +1 212 206 0872 Monday: 11am-6pm Tuesday: 11am-6pm Wednesday: 11am-6pm Thursday: 11am-6pm Friday: 11am-6pm Saturday: 11am-6pm Sunday: 12pm-6pm
Los Angeles Rodeo Drive 338 N Rodeo Dr, Beverly Hills CA 90210, United States T: +1 310 854 0557 Monday: 11am-6pm Tuesday: 11am-6pm Wednesday: 11am-6pm Thursday: 11am-6pm Friday: 11am-6pm Saturday: 11am-6pm Sunday: 12pm-6pm RETURNS POLICY FOR IN-STORE PURCHASES: Balenciaga accepts in-store returns within 30 days of purchase for exchange or store credit only. Refunds are not available for any In Store Purchase.
The returned item will be accepted under the following conditions: - Proof of purchase or gift receipt required. - Item in original condition, with all the original labels and packaging for shoes and jewelry.
-Full Price Merchandise.
Returns not accepted for perfumes, promotional items, personal care items, press samples and gifts and items from private sales. Returns are not accepted: - In Outlet Store Locations. - In Balenciaga Wholesale Partners such as Department or 3rd Party Boutique locations.
All Sale Merchandise is a Final Sale.
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 underwear, bathing suits, swim trunks, earrings and pierced jewelry).
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 in-store exchanges for items purchased within 30 days of for both US and International Balenciaga Retail Stores. Refunds are not available for any In Store Purchase.
The returned item will be accepted under the following conditions: - Proof of purchase or gift receipt required - Item in original condition, with all the original labels and packaging for shoes and jewelry.
- Full Price Merchandise
Returns not accepted for fragrances, promotional items, personal care items, press samples and gifts and items from private sales. CITES products can be exchanged within same country only, no International exchange.
Returns for Exchange are not accepted: - In Outlet Store Locations - In Balenciaga Wholesale Partners such as Department Stores or 3rd Party Boutique locations.
Purchases made outside China cannot be exchanged in China.
All Sale Merchandise is a Final Sale. 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 underwear, bathing suits, swim trunks, earrings and pierced jewelry).
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.
Authenticity
Balenciaga products are crafted with the highest-quality materials, design and workmanship. Balenciaga guarantees the authenticity of all products purchased through Balenciaga online. All Balenciaga products are individually controlled for quality by Balenciaga's specialists.
Counterfeit Balenciaga takes counterfeiting very seriously and takes legal action against any persons, stores, or websites that sell Balenciaga counterfeit products. Counterfeiting is selling knockoff or imitation products as genuine Balenciaga goods. • Counterfeit Balenciaga products are typically of poor quality and lack the details and workmanship that make each Balenciaga product high-quality. • Counterfeiting has been linked to organized crime, child labor, and terrorism.
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.
Repairs
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?
- Fulfil 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 effects 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.
