When will I receive my refund?
ESMÉI 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
Will I receive a full refund?
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 ESMÉI products that are returned incomplete, ruined, damaged, deteriorated, soiled and/or used.
How can I return my order?
You have 14 days from the date of delivery to return your order. Please see the Returns Policy for the detailed process.
Can I make an exchange?
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 see the Returns Policy for the detailed process.
Can I modify my order once it is placed?
Unfortunately, we are unable to make any modifications to your order once it has been placed. If you are still within 30 minutes 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.
Can I cancel my order?
You can cancel your order within 30 minutes after it has been placed directly in your account. After this time limit, your order will be processed and shipped. If you are unable to successfully cancel your order, please see the Returns Policy for the detailed process
What are the conditions to be refunded?
Returns remain free for all orders and extended until 06/01/2022.
You have a period of 14 days from the delivery date to exercise your right of cancellation without the need to justify your reasons or to pay any penalties. When the 14-day period expires on a Saturday, Sunday or legal holiday, it will be extended to the following working day.
You must return the products to us 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 or that have been used.
How much are the return fees?
Returns are free of charge and accepted within 14 days of the delivery date. Please go to the "Order" section of your account to create a return and a pre-paid return label will be emailed to you.
Can I make an exchange? Ex : Color, Size, Quantity...
Unfortunately we do not do exchanges. You need to return the unwanted product, get a refund and place a new order for the correct size/color/product.
Please create a return through your customer account, our partner Glopal will send you a pre-paid return label by email to send us back the unwanted product for free.
How do I send back my article?
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 through your customer account, you need to access your account and go to the "Orders" section.
Then:
Find your order number and select "Create a return".
Follow the steps to choose your product and provide a reason of the return.
You will then receive an email confirmation with your return number.
1) Our shipping company Glopal will email you within 24 hours 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.
2) 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
3) You will be reimbursed once the product has been received and accepted by quality control. The maximum to receive a refund is 14 days from the receipt date at our warehouse.
