RETURN POLICY

RETURNS POLICY FOR ONLINE PURCHASES:

If your item is eligible for return (our return policy), you have 30 days from the date you received your order to follow the below steps:

Return period will be extended to 45 days for orders placed and delivered between 26TH Nov and 26th Dec 2021

Register your return online by logging in to your account. Ensure that your items are returned in their original condition and in their original packaging. All labels must be retained and attached to the items. Replace the initial delivery label with the pre-paid return label included in your parcel and carefully seal your parcel. Contact Fedex to organise the pick-up for your return, or drop it off at a Fedex collection point. Returns must be sent from the same country as the country of receipt. Please allow around 5 to 7 days to receive your refund, following receipt of the parcel by our services (this time frame is for guidance only and may vary depending on periods of activity). If your return does not meet the above-mentioned conditions, we will send it back to you. Once your return has been accepted, you will be refunded and will receive an email confirming this. For orders placed with Pre Paid Cards, kindly note that Balenciaga has no control over your refund, pending charge, and payment processing times and these financial institutions reserve the right to process these reversals at their discretion. Balenciaga is unable to expedite this process. Please contact your Pre Paid Card issuer for further information and assistance.

For further information about the conditions of our returns policy, please click here.

All returns shipped using the pre-paid shipping label are complimentary. Please note, Balenciaga is not liable for merchandise returned through an alternative courier service, we recommend using the prepaid label.

You can also return items purchased on Balenciaga.com to one of our stores, within 30 days, by following the steps below: Ensure that your items are returned in their original condition and in their original packaging. - Place the items in their original packaging and return them to one of our stores, along with the proof of purchase and the pre-printed returns label present in the original parcel. Returns can only be processed in the country in which the parcel was delivered. Stores located in other countries are not authorized to accept returns.

If returning your online order to a store, please do not complete return form online as it can cause delays in processing.

The right of withdrawal/exchange does not apply to orders for products which cannot be sent back given their nature (e.g. unsealed fragrance or cosmetics products), or for hygiene reasons (such as masks, underwear, bathing suits, swim trunks).

WHERE CAN I CHECK MY RETURN STATUS

You can check your return status at any time in My Account.

EXCHANGES

EXCHANGE POLICY FOR ITEMS BOUGHT ONLINE : For exchange inquiries, please contact our Client Service.

EXCHANGE POLICY FOR ITEMS BOUGHT IN-STORE : Balenciaga accepts in-store exchanges for items purchased within 30 days of for both US and International Balenciaga Retail Stores. Refunds are not available for any In Store Purchase.

The returned item will be accepted under the following conditions: - Proof of purchase or gift receipt required - Item in original condition, with all the original labels and packaging for shoes and jewelry. - Full Price Merchandise

Returns not accepted for fragrances, promotional items, personal care items, press samples and gifts and items from private sales. CITES products can be exchanged within same country only, no International exchange.

Returns for Exchange are not accepted: - In Outlet Store Locations - In Balenciaga Wholesale Partners such as Department Stores or 3rd Party Boutique locations.

Purchases made outside China cannot be exchanged in China.

All Sale Merchandise is a Final Sale.

The right of withdrawal/exchange does not apply to orders for products which cannot be sent back given their nature (e.g. unsealed fragrance or cosmetics products), or for hygiene reasons (such as underwear, bathing suits, swim trunks, earrings and pierced jewelry).

I LOST MY RETURN LABEL. HOW CAN I GET A NEW ONE ?

If you have lost the pre-paid return label, please contact us. We will be pleased to help you.

CAN I RECEIVE MY REFUND ON A CREDIT CARD THAT IS DIFFERENT FROM THE ONE I USED FOR THE ORDER ?

For security reasons, we cannot refund a credit card that is different from the one used for the purchase.