For questions concerning the following, please e-mail directly:
- KENZO Parfums: firstname.lastname@example.org
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 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 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. http://www.dhl.com/en/contact_center/contact_parcel_ecommerce.html
For the 2018 holiday season, orders made by December 3rd or later can be returned for a full refund of the original price paid through January 4, 2019. Merchandise must quality for a return, per our established return policy.
Unfortunately we do not offer exchanges. Please return the item to receive your refund and place a new order for the correct size/color/product.
Please created a return using your customer account to receive a pre-paid return label from our shipping partner Borderlinx.
Returns are free of charge and accepted within 14 days of the delivery date. Please visit the “Order” section on your account to create a return and receive a pre-paid label via email.
Products must be returned 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 and/or used
We provide reimbursements for KENZO products that are returned at the invoiced price, according to their method of payment, within a maximum period of 14 days from which it was returned. Once the return is received, it must be inspected 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 the customer and an email notification from customer service will be sent.
For orders over $800, duties and delivery costs are refunded if you return the entire 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 for details.
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.
We cannot accept any returns or exchanges for purchases made from a KENZO retailer or department store. Please contact the store where you bought the product directly for their sales conditions and return policy.
We do not accept any returns from instore or department store purchases. Please return to the store where you purchased the article to ask about their return policy. If the product was purchased 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.