Due to disruptions caused by COVID-19, we have made temporary adjustments to our returns and shipment conditions:
Online Orders:Due to precautionary measures taken by our warehouse and UPS partners, you may experience some delays in the shipment and/or delivery of your order. Please allow additional time to receive your items. You can track your order on the UPS website.
Online Returns:The return period has been extended to 30 days from the day your order is delivered.
The refund time frame for returns has been increased to 16 business days after reception.
If you have not received reimbursement after the 16-day period, please contact the customer service team to assist at firstname.lastname@example.org.
In-store Purchases:Purchases made at one of our retail locations after March 1st can be exchanged at the original store of purchase within two weeks of reopening. Please note that stores may reopen on different dates. We will post the opening dates as soon as possible and invite you subscribe to the site to be immediately notified.
As we continue to reassess this evolving situation, this information is likely to change in accordance with the necessary measures recommended by authorities. We will do our best to keep the site updated with the details.
For questions regarding KENZO fragrances, please email:
You have 14 days from the date of delivery to return your order. Please use the prepaid return label provided in your shipment to return your purchase.
Be advised that KENZO stores do not accept returns or exchanges from KENZO.com.
Unfortunately, we do not offer exchanges. Please return the unwanted product to receive your refund and place a new order for the desired size/color/product.
Please use the pre-paid return label that was enclosed in your order by to return the unwanted product complimentary.
KENZO offers free returns, which are accepted 14 days from the delivery date. Please use the prepaid return label that enclosed in your shipment to return your order.
If the 14-day period expires on a weekend (Saturday/Sunday) or legal holiday, it will be extended to the following business day. Orders must be in their original packaging, complete with accessories, and labels. No reimbursement will be provided for any KENZO products that are returned incomplete, ruined, damaged, deteriorated, soiled, and/or used.
Returns are eligible within a period of 14 days from the delivery date. If the 14-day period expires on a Saturday, Sunday or holiday, it will be extended to the following business day.
Products must be returned in their original packaging complete with accessories, and labels. No reimbursement will be provided for any KENZO products that are returned incomplete, ruined, damaged, deteriorated, soiled and/or used.
KENZO provides reimbursement for products that are returned at the invoiced price to the original method of payment within a maximum period of 14 days of delivery. Once your return arrives, it must be checked by our Quality Department, which takes few days. No reimbursement will be given for any products that are returned incomplete, ruined, damaged, deteriorated, soiled or that have been used. In this case, an email notification from Quality Control will be sent and the products will be shipped back to the client.
Please note that it can take up to 16 business days for your refund to be reflected on your account.
If you received a defective product in your online order, please contact our customer service using the "Contact us" section of the FAQ with your name, order number and image of the product defect.
It is important to note we do not accept returns or exchanges for purchases made from a KENZO retailer or department store. Please contact the store where the product was purchased for their sales conditions and return policy.
We do not accept returns from retail and/or department stores. Please return to the store the article was purchased for assistance.
If the product was purchased while traveling, please contact the store directly for resolution options.