Returned items must be shipped back to the Vendor within thirty (30) calendar days from the date you notify the Vendor of your decision to cancel. The products may be returned by dispatching the package through the shipping agent indicated by the Vendor (UPS), or through another shipping agent or postage method. We also invite you to complete the Return and Exchange Form available on the web site in the Client Servicearea, in order for us to provide you with a Return Number.
You may return the products bringing them directly to a Balenciaga store within thirty (30) days of the date of receiving the products. At a store it is not possible to exchange the selected item for another one.
I. Terms and Conditions of Return
The right to return products shall be deemed correctly exercised once the following conditions have been fully met:
- except in the case of a return via delivery of products to one of the Balenciaga stores , the online Return and Exchange Form must be sent directly online through www.balenciaga.com, or through another declaration which explicitly states your decision to return the products, which must be properly completed and sent to the Vendor within thirty (30) days of receipt of the products or, if at the time of purchase you selected the "Pick up in Store" option, by the date of return at the point of sale;
- the products have not been used, worn, washed, modified or damaged and, in any case, compliant with the requirements detailed in the section on Compliance Checks below;
- the identification tag is still attached to the products with the disposable seal;
- the products are returned in their original packaging;
- the returned items must be shipped back to the Vendor within thirty (30) calendar days from the date you notify us of your decision to cancel or, when you choose to return the products, bringing them directly to a Balenciaga store, they must be delivered to the sales assistant within thirty (30) days of the date when the merchandise was received.
If you have fulfilled all requirements set forth above, the Vendor shall refund the entire price for the purchased products. Should you decide to use the courier indicated by www.balenciaga.com in the online Return and Exchange Form, you will not have to directly take care of the return shipping costs, which are at your expense. In this case, www.balenciaga.com will pay the return shipping costs for you and will deduct from your refund the cost of return postage.
Whenever you decide to return the products, bringing them to one of the Balenciaga stores indicated on www.balenciaga.com, without waiting to mail them from your home, you will not have to incur any charge and it will not be necessary to fill out the online return Form. It will be sufficient to deliver the products to the sales assistant, along with their original packaging, the prestamped adhesive label and the order summary within thirty (30) days of receiving the products.
The sales assistant will fill out the return form and insert the products into the packaging, applying the prestamped adhesive label to them so that they can be mailed to the Seller. The sales assistant will merely remove the products and place them into the packaging, but will not check that the products comply with the terms and conditions indicated in the Sales Conditions. Delivery to the sales assistant is not equivalent to the return being accepted by the Seller, as the Seller will check that the return conforms to the terms indicated in the Sales Conditions as soon as it has received the products at its warehouses, and will inform you via email of whether the return has been accepted. Without prejudice to the above, as concerns acceptance of the return and time limits and terms of repayment, when you have made payment for the order upon delivery and you wish to obtain a reimbursement directly to your checking account, you should bring your IBAN number with you to the preselected boutique and give it to the sales assistant to be added into your contact information.
You will be notified if the returned products cannot be accepted. In this case, you may choose to have the products delivered to you at no expense to the Vendor. If you refuse the above delivery, the Vendor reserves the right to retain the products and the amount paid for your purchase of the products. Without limiting the paragraph above, the cancellation right set out above does not apply to: (a) sealed products unsealed by you following delivery, where return of such products is unsuitable due to health protection or hygiene reasons; (b) products which are made to your specifications or clearly personalized; or (c) products which have become inseparably mixed with other items after delivery.
Our products must be returned in a new and unused state, in perfect condition, with all protective materials in place and tags and stickers attached to them (if applicable), including all accessories and documents. We reserve our right not to accept any return if the product shows signs of wear, or has been used or altered from its original condition in any way or, as an alternative, may reduce the amount of any applicable refund or exchange accordingly. For example, we may make a reduction in the following circumstances:
- the product(s) have been used, worn, damaged or washed and, in any case, compliant with the requirements detailed in the section on Compliance Checks below;
- the identification tag with the disposable seal is not attached to the product(s), or has not been returned. Please note that identification tag constitutes an integral part of each product; and/or
- you have not returned any packaging which is an integral part of a product (such as a dust bag).
II. Refund Times and Procedures
After the Vendor has received the returned products and checked that the products meet all requirements, you will receive an e-mail that the returned products have been accepted. Whatever the form of payment you used (Credit/Debit Card, Cash on Delivery), the refund procedure will start within: (a) where we collect the products from you through our approved courier, thirty (30) calendar days of the day the Vendor was informed of your decision to return the purchased products for a refund; or (b) where you return the products yourself, thirty (30) calendar days of the day we receive the returned products or, if earlier, proof of postage from you evidencing that you have sent the products back, within such time. You may be liable for, and we may deduct from any refund due to you, any diminution to the value of the returned products caused by your handling of the products, save to the extent necessary to ascertain the characteristics, functions or nature of the products.
Without prejudice to the above, the time period for refunding the amount you paid for purchasing the returned products depends on the payment type used:
- purchase by Credit/Debit Card: refund time will depend on the Credit Card company’s policies. We would like to assure you, however, that the value date for the credit will coincide with the date of the original payment; therefore you will not suffer any interest loss;
- payment by PayPal: refunds will be credited to your PayPal account and will be visible immediately. The actual reimbursement to the credit card associated with your PayPal account depends on the company that issued the card;
- payment made by Cash on Delivery: you will be refunded the amount you paid for the products returned to the Bank account you indicate in the Return and Exchange Form; the time needed for refunding depends on the information you provided in your order; normally refunds take place within thirty (30) days. Please remember it is necessary to have a Bank account in order to receive a refund for cash on delivery orders.
III. Conditions for the exchange of products
In certain circumstances detailed below, you shall be entitled to exchange your product for a different size or colour of the same model. Exchanges are subject to product availability at our warehouse. You can request an exchange using the online Return and Exchange Form on the website, which allows you to exchange your purchased products using the options available.
The request for an exchange of the product is subject to the following conditions:
a. product exchange shall only apply to purchased products for which this possibility is expressly specified on the online Return and Exchange Form on our website by means of the word "EXCHANGE” being available". At a store it is not possible to exchange the selected item for another one;
b. you may only request the replacement of one or more purchased products with products of the same model, but in a different size and/or colour. The available replacement options will be indicated in the online Return and Exchange Form;
c. you may request to exchange one or more purchased products within and not later than thirty (30) days of the day you receive the products, by filling in the Return and Exchange Form and sending it via electronic means to the Vendor within the aforementioned deadline. The products to be replaced should be returned within thirty (30) days of the day you received them.;
d. you may only submit a single replacement request for each product purchased;
e. the products for which you request the replacement must be returned to the Vendor in their original packaging, they must not have been used, worn, washed, modified or damaged, and they must still have their identification tag attached with the disposable seal;
f. the products to be exchanged that are part of a single order must be returned to the Vendor in a single shipment. the Vendor reserves the right to refuse products of the same order that are shipped for replacement in different stages.
If all the above conditions are correctly fulfilled, once you have filled in and transmitted the Return and Exchange Form containing you request for goods replacement, the Vendor will process said request by sending you a relevant confirmation email.
IV. Deadlines and procedure for obtaining products exchange
After receiving the products to be exchange, the Vendor will inspect the products to check that all the above requirements have been fulfilled, the Vendor will then verify the actual availability of the replacement products in its warehouses of the products to ensure that the size and/or colour you have selected are available.
If the selected replacement products are not available in the warehouse, the Vendor will not be able to accept your request for an exchange and will refund you the original price of the products originally purchased in accordance with the procedures specified in Sections I and II herein.
If the selected products are available in the warehouse, the Vendor will accept your request for an exchange and will send you an e-mail confirming the shipment of the replacement products. Shipment will occur within thirty (30) working days of the date from which the Vendor was made aware of your request for exchange The costs for shipping the replacement products shall be borne by the Vendor.
When exchanging a product, if the price of the purchased product is lower or higher than the chosen replacement product, you will not be required to pay the relative price difference. However, if you choose to return the exchanged product in accordance with your legal rights within thirty (30) days of the day you received the product, you will receive a full refund for the price paid for the product.
You will be contacted by the Vendor if your request for an exchange cannot be accepted because the above conditions have not been met. In this instance, you can have the original products shipped back at your expense or the Vendor will issue a refund in accordance with the procedures set out in Sections I and II.
The exchange products are subject to a subsequent product return procedure, in accordance to Sections I and II herein.
V. Identification Tag
All products sold by the Vendor include an identification tag with a disposable seal. Please try on the products without removing the tag and seal. Returned products without the tag or seal will not be accepted.
As advised by the Vendor, returned products may be shipped by the package delivery company UPS, using the pre-printed label enclosed in the package in which the products were shipped. If you use UPS, the Vendor will be paying the shipping costs and track the package at any time. Please contact UPS (or visit their site: www.ups.com) to organise pick-up. If you decide to use a different shipping courier than the one provided by www.balenciaga.com or other postage method, you will have to pay for the cost of return shipping upfront in accordance with our returns instructions and you will be responsible in case of loss or damage to the products during transport. Other than as set out herein, you will not incur any fees as a result of your request for reimbursement. For your protection, we recommend that you use a courier service if you choose to return the goods other than via the pre-paid mechanism and approved courier.