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You have 14 days to return a product from the delivery date. Please note that KENZO stores do not accept returns or exchanges for online purchases. Creating an online return is mandatory before you ship the products back.
If you’ve ordered using guest checkout, please click on the order tracking link provided in the confirmation email to create a return and then follow the 3 steps below.If you’ve ordered through your customer account, you need to access your account and go to the "Orders" section.Then:
1) Find your order number and select "Create a return".
2) Follow the steps to choose your product and provide a reason of the return.
3) You will then receive an email confirmation with your return number.
4) Our shipping company Borderlinx (or Chronopost for a return from France) will email you within 3 business days with a prepaid return shipping label to stick to the outside of the box and a return document to include in your return. Please note the tracking number found on the return shipping label in order to track your package on the transporter's website.
5) Once you have received your return label, please contact your local DHL* center in order to organize a free pick up. All information required to schedule the pick-up can be found on the return label itself.
*If you are in France, Chronopost will be your courier service: https://www.chronopost.fr/en#/step-home
6) You will be reimbursed once the product has been received and accepted by quality control. The maximum to receive a refund is 14 days from the receipt date at our warehouse.
Unfortunately we do not do exchanges. You need to return the unwanted product, get a refund and place a new order for the correct size/color/product.
Please create a return through your customer account, our partner Borderlinx will send you a pre-paid return label by email to send us back the unwanted product for free.
Returns are free of charge and accepted within 14 days of the delivery date. Please go to the "Order" section of your account to create a return and a pre-paid return label will be emailed to you.
You must return the products to us in their original packaging, complete (with accessories, notice, labels…) and a copy of the order.No reimbursement will be provided for any KENZO products that are returned incomplete, ruined, damaged, deteriorated, soiled or that have been used.
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.
For orders within the European Union you will be refunded for the totality of your order, including shipping costs, providing you return the totality of your order.
For orders outside the EU, duties and delivery costs are refunded if you return the totality of your order. Duties and delivery fees for orders partially returned are non-refundable.Duty charges may be reimbursed by your local customs & duties administration office under specific circumstances. Please contact them directly.
Please note that it can take up to 14 business days for the refund to appear in your account.
For online orders or requests for watch and jewely repairs, please write to our Customer Service, in the "Contact us" section of the FAQ specifying your name, order number and a description of the product and defect.
If you have bought a product from a KENZO reseller, you are under their sales conditions and return policy of that store and we can not accept returns. Please contact the store where you bought the product directly.
We do not accept returns from store purchases. Please return to the store where you purchased the article to ask about their return policy. If you bought the product while traveling, please call the store directly using the contact information in our store locator and they will give you options on how to return the product.