FREQUENTLY ASKED QUESTIONS

balenciaga-us.com accepts the following payment methods:

• Credit Card: Visa, MasterCard, American Express, Discover. The amount will be charged to your card once the items are shipped. balenciaga-us.com features a Fast Checkout option, allowing you to securely save your credit card details so that you do not have to re-enter them for future purchases.
• Apple Pay: Shop easily without having to manually enter your credit card details or other personal information on the website. You will be charged once the items are shipped.
• PayPal: Shop easily online without having to enter your credit card details on the website. Your account will be charged once the items are shipped. To register for a PayPal account, visit the website paypal.com.

*Please note PayPal is not offered as payment option for Pre Orders.

Verify that you have correctly entered the data for your selected method of payment. If you are paying with a credit card and the problem persists, we suggest contacting your Credit Card Issuer. If your financial institution is unable to resolve the matter, you may contact our Client Services for further assistance.

Once an order has been confirmed, it is processed automatically, which means it cannot be cancelled. If you are a registered customer, you can cancel any order within 30 minutes of placing it by going to the "My orders" section of your account. After this 30-minute period or if you checked out as a guest, you will still have the option of returning the package to us, as indicated in our Return Policy.

The amount paid is lower when, at the moment the order is dispatched, one or more ordered items is not available. Therefore, the charged amount will correspond exclusively to the value of the items that were shipped.

Sales tax is applied to your order in accordance with individual state and local regulations depending on the shipping address and location of any retail stores, company establishments or partners, located in that state. An estimated tax charge is added to your order during the checkout process, and the exact charges will be calculated automatically upon shipping your order based on the shipping address Zip Code. The final amount taxed will be equal or less than the Estimated Sales Tax and will be indicated on your completed order invoice.

Pre-Order items are products from the most recent collection that can be reserved in advance within a limited timeframe. When purchasing a Pre-Order item, you will be among the first to reserve a product in your preferred style and size. The expected shipping date for Pre-Order items will be clearly noted on the product page. This date is only an estimate and is subject to change. Please note, Pre-Ordered items are not guaranteed. If for any reason we are not able to fulfill your Pre-Order, we will refund you the full amount of the Pre-Order. You may always return an item or cancel your Pre-Order based on our online return policy, and you will only be charged at the time of shipment. For updates regarding your Pre-Order, please contact us.

All our orders are delivered in a branded box or envelope. By selecting the gift option, you may include a personalised message. Please note that once your order is placed, the gift message cannot be modified.

Balenciaga only offers its merchandise for sale through the following limited methods of distribution:

• Balenciaga boutiques
• Balenciaga outlet stores
• Authorized department stores and their websites
• Authorized specialty stores
• Online Authorized Retailers: Net-a-Porter, Luisaviaroma, Ssense, Mytheresa, Neiman Marcus, Mr Porter
• Limited duty-free locations
• On the internet at balenciaga-us.com

Balenciaga does not offer its merchandise for sale through individuals, street vendors, unauthorized retail locations or unauthorized websites. In an effort to protect its valuable brand and loyal customers, Balenciaga reserves the right to refuse the sale of Balenciaga products to individuals engaging in reselling or transshipping activities.

We actively combat the manufacture and distribution of counterfeit Balenciaga merchandise to safeguard our clients. If you discover suspicious websites, auctions, or unauthorized vendors, please contact our dedicated Brand Protection team directly at [email protected].

Please include the website link, photos, or vendor location so our legal investigators can proceed promptly.

For questions regarding our registered trademarks, proprietary designs, copyrighted materials, or global brand identity across balenciaga-us.com, please reach out to our Intellectual Property division at [email protected].

Standard shipping is offered for all orders placed on balenciaga-us.com. Before the order ships, you can track its status in the My Account section of our website. Once your package has shipped, you will receive an email with a tracking number.

For security reasons, an adult signature is required for all deliveries. Please check the number of parcels you received and ensure they are not damaged. You must immediately report any damage and/or missing product/parcel on the delivery slip.

Our carrier delivers packages Monday through Friday during business hours and will make two delivery attempts. If the second delivery attempt fails, your order will be returned to the sender.

If your package has not arrived within the estimated timeframe, please verify the following:

• Check your order status and courier tracking number in your dispatch email.
• Check that the delivery address specified in the order confirmation is correct.
• In the case of a missed delivery attempt, please contact the courier service indicated.

For further assistance, please contact our Client Services team.

At this time we are unable to ship orders to General Delivery or P.O. Boxes. Orders made to any of these addresses will be cancelled automatically.

The delivery address of your order must match the location site in which you place your order. Orders made from a different location site than the delivery address will be automatically cancelled.

All orders will be delivered in suitable Balenciaga luxury packaging. Orders will be shipped inside a secure and anonymous cardboard box.

All papers and cardboards used for Balenciaga e-commerce packaging are sourced from protected forests and contain at least 40% post-consumer waste content. Our garment bags are made of recycled polyester and dust bags are made of recycled cotton.

According to traffic regulations, you can open a claim for damages with the carrier under certain conditions. On the day of delivery, you should accept the package with reservations and sign the receipt. Under the signature, mention the reason (e.g. "damaged package", "crushed box", "open box", "wet box").

You can thereafter proceed to open a claim with the carrier and also attach pictures of the damaged box to support your claim. Please contact our Client Services team immediately.

You may return any product ordered on balenciaga-us.com within 30 calendar days from the delivery date. Products must be returned in their original condition, unused, unwashed, unaltered, and with all tags, packaging, dust bags, and accessories attached.

Footwear must include the original shoe box in its original condition, as the shoe box is considered part of the product. Perfumes and personalized items are final sale and non-returnable.

balenciaga-us.com accepts product exchanges up to 30 days from the date of delivery, provided that the item is in its original condition and packaging, with all tags attached to the product. Your exchange must be postmarked within the 30-day window in order to be processed.

Exchanges can be done only for the same item/price but in a different size and/or color. Your new item will be shipped to the same delivery address as the initial order.

A prepaid return label is included inside your delivery parcel. If you have lost the return label, please contact us and we will provide a new prepaid label. Balenciaga is not liable for merchandise returned using a method or carrier other than our authorized prepaid label.

For security reasons, your refund will only be credited to the same payment method used to place the order. We make every effort to process return credits as quickly as possible. Please note that the time needed to process return credits can vary across banking institutions and may take up to 14 business days from receipt of your parcel.

If you forgot your password, click on the "Forgot your password?" link on the Login page and follow the procedure to change it. Make sure to check your junk/spam folder for the reset email.

If you wish to cancel or permanently delete your Balenciaga account, please contact our Client Services team or submit a request through our Privacy portal.

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Balenciaga products are crafted with the highest-quality materials, design, and workmanship. Balenciaga guarantees the authenticity of all products purchased through Balenciaga online and official boutiques. All Balenciaga products are individually controlled for quality by Balenciaga specialists.

Counterfeit: Balenciaga takes counterfeiting very seriously and takes legal action against any persons, stores, or websites that sell imitation products. Counterfeiting is linked to organized crime and exploitative labor. Please report counterfeiters through our Client Services.

All Balenciaga leather products have unique qualities. A special treatment has been developed to maintain the soft hand of the leather, giving it a distinctive vintage appearance. For the best care, protect items from water, direct sunlight, and heat sources. Clean with a dry flannel cloth and store in the original flannel dust bag.

For ready-to-wear pieces, Balenciaga recommends professional dry cleaning, unless otherwise stated on the interior care label.

Balenciaga products are guaranteed against issues related to their manufacture for a period of 2 years, regardless of the country or channel of purchase. If the product is out of warranty or damage was caused by abnormal wear, repair costs will be evaluated and quoted.

An item is accepted for repair under the following conditions:

• Valid proof of purchase is provided (sales slip, gift receipt, transaction document).
• The item is verified authentic by our specialists.
• Item has not been repaired or modified by unauthorized third parties.

Replacement parts are not available for purchase online, but may be requested or ordered at any official Balenciaga boutique worldwide. Please consult our Boutiques section to locate your nearest salon.