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 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:
Unfortunately, we are unable to make any modifications to your order once it has been once it has been placed.
If you are still within 30 minute window, you can cancel your order in the "Orders" section in your account.The temporary authorization on your method of payment will be released once it has been canceled.
If you unable to cancel your order, please follow our process to return your order within 14 days of the delivery date.
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 to send the product back to KENZO.
Please contact our customer service team in the "Contact us" section of the FAQ with your full name and order number.