Frequently Asked Questions
Select a category below to see answers to frequently asked questions
Balenciaga.com accepts the following payment methods:
Credit Card: Visa, MasterCard, American Express, Discover.
Your credit card will be charged at the time of shipment. A temporary hold will be placed on your credit card for the full amount when you place your order. Once we have verified your card details and received credit authorization, we will prepare your order for shipping and charge the full amount. If for any reason, the temporary hold on your credit card fails or expires, we will contact you via email to reprocess the payment.
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.
Apple Pay: Shop easily without having to manually enter your credit card details or other personal information on the website. You will be charged once the items are shipped.
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 paypal.com. Please note PayPal is not offered as a payment option for Pre-Orders.
Klarna offers 3 flexible payment options with no additional cost:
1) Pay Now: Pay the entire amount instantly, via online banking or direct debit
2) Pay in 30 Days: Receive your order delivery up front and get up to 30 days from time of checkout to pay without any interest and fees
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. CA resident loans made or arranged pursuant to a California Financing Law license.
Cryptocurrency: Pay safely in Bitcoin and other cryptocurrencies. Your crypto wallet will be charged as soon as your payment is validated. Please note all refunds will be issued on your crypto wallet according to the crypto exchange rate at the time of the refund. You agree to assume the volatility risk of the cryptocurrency value.
For more details, please visit our Terms of Sale.
Verify that you have correctly entered your payment information. If you are paying with a credit card and the problem persists, we suggest contacting your Credit Card Issuer.
If your financial institution is unable to resolve the matter, you may contact Client Services for further assistance.
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 have checked out as a guest, we will not be able to cancel or modify your order. We ask that you return the package to us after it has been delivered, as indicated in our Return Policy.
The amount paid is lower when, at the time the order is dispatched, one or more of the items is not available. The amount charged will correspond to the value of the items that were shipped.
When more than one product is ordered, products may ship at different times depending on stock’s location (i.e., warehouse, stores, etc.). You may see separate charges on your bank statement in this case.
Sales tax is applied to your order in accordance with individual state and local regulations depending on the shipping address and location of any Balenciaga 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 order shipment based on the shipping address zip code. The final amount taxed will be equal to 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 of our orders are delivered in a branded box or envelope. By selecting the gift option, the branded box will be wrapped in ribbon. You may include a personalized message. To avoid delays with your order, please avoid inappropriate language and profanities.
Balenciaga only offers its merchandise for sale through the following limited methods of distribution:
1) Balenciaga stores
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. 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.
Merchants authorized to sell Balenciaga products:
Dover Street Market
Saks Fifth Avenue
For any questions on additional retailers or about the authenticity of products, please contact our Client Services.
Standard Delivery: Orders placed by 4pm ET Monday - Friday deliver within 1-7 business days. Most orders deliver within 1-3 business days. All orders placed after 4pm ET, are processed the following business day. Items transferred from Europe can take up to 7 business days. Pre-order deliveries may vary.
Next Business Day Delivery: Orders placed by 12:30pm ET Monday - Friday deliver the following business day. Select items only.
Pick Up In-Store: Orders placed by 4pm ET Monday – Friday deliver within 2-4 business days to the store of your choosing. You will receive an email when your order is ready for pickup.
Some orders may require additional validation that can take 24-36 hours, which may delay delivery.
Adult signature is required on all shipments.
To confirm the delivery date, please check the shipping calculator on the product page.
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 three delivery attempts. If the third delivery attempt fails, your order will be returned to our warehouse. Once the order has been placed, it is no longer possible to change the shipping address.
Currently, we are unable to ship orders to the following locations:
– P.O. Boxes
– U.S. territories including Guam
– Freight forwarding companies
– Military Bases
Orders made to any of these addresses will be cancelled.
The country of your delivery address must match the Balenciaga.com locale used to place your order. For example, orders placed on the US version of Balenciaga.com, must ship within the United States and cannot ship to another country. Orders made from a website different from the delivery country will be automatically cancelled. Please select the correct website for your order in the right-hand corner of every page.
You can pick up your order in select Balenciaga stores at no additional charge. During the checkout process, select “Pick Up In-Store” and select the store you would like from the list. We will ship your order to that store and send you an email as soon as your order is ready for pickup.
In order to pick up your order, you will need to bring:
– A valid ID
– The email confirming that your order is ready for pick up (printed or on a mobile device)
If someone is collecting your order on your behalf, they must bring:
– Their valid, government-issued photo ID
– A copy of the purchaser’s valid, government-issued photo ID
– The email confirming that your order is ready for pick up (printed or on a mobile device)
– A letter of Authorization from the purchaser
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.
All orders will be shipped in a secure, unbranded cardboard box. Inside the parcel, your order will come in Balenciaga branded packaging.
All paper and cardboard used for Balenciaga ecommerce packaging are FSC (Forest Stewardship Council) certified and contain between 40% and 50% of post-consumer waste fibers. Our garment 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 vegetable inks.
If your package or product arrives damaged, please contact us within 3 days of delivery.
In the case of damage to any outer packaging, you should accept the package with reservations and sign the receipt on the day of delivery. Under the signature, mention the reason for your reservation(s) (i.e. "damaged package", "crushed box", "open box", "wet box", etc.). Then proceed with contacting our Client Services Team, including photographs of the parcel with its damages.
In the case of missing contents or damaged contents, proceed with contacting our client services team, including photographs of the missing or damaged contents.
You may return your Balenciaga.com order for a refund or exchange.
Return merchandise must be postmarked or returned to a Balenciaga store within 30 days from the date of delivery, provided that the item is eligible. Please use the guide below or reference the product page for more information on return eligibility.
- Items must be unused and in sellable condition, with all original tags, accessories and instruction booklets attached.
- Items that have been damaged, soiled or altered will not be accepted for return.
- Due to the intimate nature of masks, swimwear, tights, underwear, and lingerie, these products are not eligible for return.
- Shoe outsoles can be fragile. They must be unmarked and in their original condition. To avoid any damage, we recommend trying shoes on a clean, carpeted surface.
- Eyewear cannot be returned after frames have been fitted with prescription or replacement lenses.
- Personalized and made-to-order items are not eligible for return.
- Order shipped to a U.S. address must be returned to a Balenciaga U.S. store or postmarked from within the U.S.
- Returns and exchanges cannot be accommodated outside of the country of purchase.
Returns by Mail:
1) Enter your email address and the order number on the dedicated Returns page
2) Select the product(s) you wish to return and the reason for the return
3) Locate or request a pre-paid return label and affix it to the parcel. Balenciaga is not responsible for merchandise returned using any method other than our pre-paid label.
4) Drop off the parcel at any FedEx drop-off location or schedule a FedEx pickup
Returns to Store:
Online purchases can be returned in Balenciaga free-standing stores (no department stores or wholesale distributors). Stores may not be able to issue an immediate refund, so please allow up to 10 business days for your refund to be processed.
In-store purchases do not adhere to the same return policy as online purchases. Please inquire with your local store regarding their return policy.
Once your return has been processed, you will receive a return confirmation email. You can check the status of your return at any time in your account or by contacting Client Services. Exchanges: For online purchases, exchanges may be done on an item's size only by contacting Client Services.
Balenciaga.com accepts product exchanges up to 30 days from the date of delivery, provided that the item is in its original condition & packaging. 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.
Exchanges cannot be accommodated outside of the country of purchase.
For online purchases, exchanges may be done on an item's size only by contacting Client Services.
If you have lost your prepaid return label, please contact us. We will be pleased to assist you.
Please note Balenciaga is not responsible for merchandise returned using any method other than our pre-paid label.
We cannot refund a payment method that is different from the one used for the purchase.
If you used a prepaid card to purchase your order, Balenciaga has no control over the timing of the reimbursement, any fees incurred, or payment processing time. These banking institutions reserve the right to process these transactions at their discretion. Please contact the institution 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.
For further assistance, contact us. We will be happy to assist you.
If you want to modify or delete your Account, please contact us.
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Balenciaga products are crafted with the highest-quality materials, design and workmanship. Balenciaga guarantees the authenticity of all products purchased through Balenciaga.com. All Balenciaga products are individually controlled for quality by Balenciaga's specialists.
All 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 protecting it from water and direct sources of heat and light. Balenciaga also recommends cleaning the article with a dry flannel cloth and storing it in its dust bag.
For Balenciaga ready-to-wear pieces, Balenciaga recommends dry cleaning, unless otherwise instructed on the care label inside the garment.
Balenciaga products are covered by a two-year warranty against manufacturing defects, regardless of the country or channel of purchase. Balenciaga does not provide a repair service for products purchased through unauthorized resellers. You can refer to our Distribution Network (detailed in our FAQs under Orders: Where can I purchase Balenciaga?) If the warranty period has expired and/or the damage was caused by the customer, the cost of repairs will be billed to the customer if the repair is possible.
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).
Replacement parts are not available online but may be purchased at Balenciaga stores. Please contactyour local store for availability of replacement parts.
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 firstname.lastname@example.org 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 : email@example.com
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 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 releasing 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 its parent company Kering’s vision 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.
We have chosen to partner with Reforestum to raise awareness about the carbon footprint associated with every e-commerce purchase. We work continuously to reduce the environmental footprint of our products.
This project is an integration on Balenciaga.com in which an automated mechanism attributes Carbon Assets (Carbon Credits or Forest Shares) to Balenciaga customers after checkout on the Reforestum platform. This mitigates an amount of CO2 equivalent to the carbon footprint of the basket of the products you buy with more trackability and trust.
With every purchase, we calculate the residual carbon emissions generated by the purchase and invest the corresponding funds in three different projects worldwide that protect local biodiversity, restore natural ecosystems, and increase resilience to climate change.
Within your order confirmation email you will be able to claim your gift, as the environmental asset that Balenciaga has financed to mitigate the impact of your purchase will now belong to you.