FAQ

Please write to our Customer Service in the « Contact Us » section of the FAQ with your full name and order number (if you have it).

You have 30 minutes to cancel your order, either directly through your account or by using the 'Track My Order' form at the bottom of the page. Please have your order number and e-mail address to hand.

Orders made using Paypal, Sofort and Ideal will be refunded once the cancellation request has been submitted.

For orders placed by other means of payment (payment card), the funds are only debited when the order is dispatched, so no debit is made and no refund is due. After this time, we will not be able to cancel your order and it will be dispatched to you.

You can, however, return your order to us at no additional cost. Find out more about the returns process in the Returns section of our FAQs.

The payment methods accepted vary from one location to another and are usually listed on the Kenzo.com payment screen. For example, the following payment options are accepted: payment card (Visa, Mastercard, American Express, Carte Bleue and Maestro), Paypal , Alipay, Apple Pay and Klarna .

Other payment methods include China Union Pay, WeChat Pay, Alipay, JCB, Discover and Diners Club, but these vary from country to country.

Payments made via Paypal, Sofort, Ideal, CUP, WeChat Pay, Alipay and JCB are debited immediately, whereas transactions made using other payment methods are debited when the order is dispatched.

You can find your tracking number in your customer account under 'Orders'. Simply select the item you want to track and click on 'Track my Parcel'. If you don't have a customer account, you can also use the 'My Order' link, which was sent to you by e-mail when your order was dispatched.

Kenzo delivers to customers in around fifty countries. To view them, just go to Kenzo.com and select your region in the site footer.

You can change the country of delivery at any time during the checkout process by clicking on 'Change Country of Delivery', before continuing to the shipping page. However, you may lose the contents of your basket and may have to re-select items.

Please note that we do not deliver to outermost regions of the EU (i.e. Guyana, Guadeloupe, Saint-Martin, Martinique, Reunion, Canaries, Acores and Madera) nor to Puerto-Rico.

Your order will be delivered via DHL within 2 to 3 working days (not including weekends and French national holidays) for Europe.

Please take in consideration the delivery delays per country below:

Australia: 6-8 business days
Canada: 4-6 business days
Hong Kong SAR: 2-4 business days
Indonesia: 7-14 business days
Israel: 5-7 business days
South Korea: 3-5 business days
Lebanon: 5-7 business days
Mexico: 7-14 business days
Malaysia: 5-7 business days
New Zealand: 7-14 business days
Philippines: 7-14 business days
Singapore: 2-4 business days
Thailand: 7-14 business days
Turkey: 5-7 business days
Taiwan: 2-4 business days
Vietnam: 7-14 business day

Signature will be required upon delivery. You can check the status of your delivery on the website of the transporter using the tracking number provided to you.

You may return items you purchased on Kenzo.com within 14 days of receipt. Please note that only new, unworn items with their original labels and packaging will be eligible for a refund.

2. In the 'Returns' section of your account, select the item you wish to return and download your shipping label by clicking on 'Download my Label'.

Unfortunately, we cannot accept items purchased in-store. In this instance, please contact the store directly./p>

You can track the progress of your order by logging in to your customer account if you have one and clicking on the "Orders" section. You will need to select the order concerned and click on "Track my order". If you do not have a customer account, you can still click on the tracking number link in the e-mail that was sent to you when your order was shipped.

You can also contact our customer services by using the « Contact Us » section of our FAQs.

Please write to our Customer Service in the « Contact Us » section of the FAQ with your full name and order number (if you have it).

You have 30 minutes to cancel your order, either directly through your account or by using the 'Track My Order' form at the bottom of the page. Please have your order number and e-mail address to hand.

Orders made using Paypal, Sofort and Ideal will be refunded once the cancellation request has been submitted.

For orders placed by other means of payment (payment card), the funds are only debited when the order is dispatched, so no debit is made and no refund is due. After this time, we will not be able to cancel your order and it will be dispatched to you.

You can, however, return your order to us at no additional cost. Find out more about the returns process in the Returns section of our FAQs.

Unfortunately, we are unable to change an order once it has been confirmed. This applies to changes relating to size, colour, quantity or the deletion of an item.

However, you can cancel an order before it is dispatched by contacting our customer service team on +33 (0)1 73 04 21 39 or by getting in touch with us using the contact form found in the 'Contact Us' section. Please be sure to include your name and order number (if you have one).

The online payment is completely secure. Your bank details are protected and encrypted by the SSL (Secure Sockets Layer) protocol. This means that your data is transferred in an encrypted and secure manner.

The payment methods accepted vary from one location to another and are usually listed on the Kenzo.com payment screen. For example, the following payment options are accepted: payment card (Visa, Mastercard, American Express, Carte Bleue and Maestro), Paypal , Alipay, Apple Pay and Klarna .

Other payment methods include China Union Pay, WeChat Pay, Alipay, JCB, Discover and Diners Club, but these vary from country to country.

Payments made via Paypal, Sofort, Ideal, CUP, WeChat Pay, Alipay and JCB are debited immediately, whereas transactions made using other payment methods are debited when the order is dispatched.

All orders approved for payment will trigger a confirmation e-mail, which will be sent to the address specified in the order. If you do not receive an e-mail, please contact our customer service team to check the payment status of your order and to get any further assistance you may require.

The prices on our website are inclusive of tax, in accordance with the regulations in force in the shipping country. We cannot therefore issue VAT refunds.

The Italian tax code is a mandatory national identification code assigned to every Italian citizen and resident. You will find this code on your Italian identity card. This number is required for any Internet payment and / or shipment to Italy.

For France, the shipping cost is offered for all the orders

You can find your tracking number in your customer account under 'Orders'. Simply select the item you want to track and click on 'Track my Parcel'. If you don't have a customer account, you can also use the 'My Order' link, which was sent to you by e-mail when your order was dispatched.

DHL can deliver to your home address if you provide a signature. You can request delivery to a DHL parcel center when you receive the message (e-mail or SMS) confirming that DHL has taken charge of your parcel.

We cannot change a delivery address once the order has been placed. If you wish to change your delivery address after placing your order, please contact our customer service team on +33 (0)1 73 04 21 39. If your order has already been dispatched, you can still make this change with our carrier DHL once you receive an e-mail or text message confirming that your parcel has been collected.

An order is considered compliant and cannot be disputed if the customer has not expressed dissatisfaction when receiving the parcel. However, you can still contact our customer service team by going to the « Contact Us » section of our FAQs or by calling +33 (0)1 73 04 21 39.

We recommend contacting our customer service team using the « Contact Us » section of our FAQs or by calling +33 (0)1 73 04 21 39.

Kenzo delivers to customers in around fifty countries. To view them, just go to Kenzo.com and select your region in the site footer.

You can change the country of delivery at any time during the checkout process by clicking on 'Change Country of Delivery', before continuing to the shipping page. However, you may lose the contents of your basket and may have to re-select items.

Please note that we do not deliver to outermost regions of the EU (i.e. Guyana, Guadeloupe, Saint-Martin, Martinique, Reunion, Canaries, Acores and Madera) nor to Puerto-Rico.

Your order will be delivered via DHL within 2 to 3 working days (not including weekends and French national holidays) for Europe.

Please take in consideration the delivery delays per country below:

Australia: 6-8 business days
Canada: 4-6 business days
Hong Kong SAR: 2-4 business days
Indonesia: 7-14 business days
Israel: 5-7 business days
South Korea: 3-5 business days
Lebanon: 5-7 business days
Mexico: 7-14 business days
Malaysia: 5-7 business days
New Zealand: 7-14 business days
Philippines: 7-14 business days
Singapore: 2-4 business days
Thailand: 7-14 business days
Turkey: 5-7 business days
Taiwan: 2-4 business days
Vietnam: 7-14 business day

Signature will be required upon delivery. You can check the status of your delivery on the website of the transporter using the tracking number provided to you.

You may return items you purchased on Kenzo.com within 14 days of receipt. Please note that only new, unworn items with their original labels and packaging will be eligible for a refund.

2. In the 'Returns' section of your account, select the item you wish to return and download your shipping label by clicking on 'Download my Label'.

You can log in to your customer account to track your return, by accessing the "Returns" section and selecting the return concerned. If you placed your order as a guest, you can check the status of your return by using the 'Track my Order' form at the bottom of the page. Please have your order number and e-mail address to hand.

Returns are free and can be made up to 14 days after receipt of your order.

We will reimburse you for KENZO products that are returned at the invoiced price, according to their method of payment, within a maximum period of 14 days following the date we receive the product back. Even if we already received your return, please keep in mind that it has to be checked by our Quality Department which may take a few days. No reimbursement will be given for any products that are returned incomplete, ruined, damaged, deteriorated, soiled or that have been used. These products will be shipped back to you and you will be notified by our customer service if this is the case.
Please note that it can take up to 14 business days for the refund to appear in your account.

We recommend contacting our customer service team as soon as possible to report any defects found in our products. To make it easier for us to assist you, please have your order number and photos of the item to hand.

Unfortunately, we cannot accept items purchased in-store. In this instance, please contact the store directly./p>

Your refund will be issued once the returned item has passed quality control checks and within 14 days of receipt by our services. Refunds will be made using the same payment method used to make the original purchase.

This information is available on the product page via the 'In-store Availability' link, which allows you to check the availability of your item in our stores.

You can also get in touch with the store directly.

We are unable to give you a precise restocking date, but we invite you to sign up for availability alerts, directly on the product page.

All you have to do is click on the envelope displayed in the product page, next to your size; once the product is in stock, you will receive an automatic e-mail to the e-mail address indicated.

Please contact us using the "Service Client" section in the bottom of the page.

All our products are carefully prepared using our exclusive packaging. They are then delivered to you in shipping boxes designed to protect them during transit.

Unfortunately, we do not offer the option to add a personalised message to your order.

For security reasons, the invoice is not included in the parcel. However, it is available through your customer account or via your dispatch confirmation e-mail.