I did not get a confirmation email, what do I do?
Please contact us in the “Contact us” on each page’s bottom with your information
Where can I find size and fit information?
Click on “Sizing Guide” on each page’s bottom to view size chart. We also provide model measurements. For more information, do not hesitate to contact us at help@theesmei.com
Is my personal information kept private?
For more information, please visit our Privacy Policy section.
What is the cost of sales tax?
Sales tax is applied to your order in accordance with individual State and local regulations. An estimation of the tax charge is indicated in your cart, but the exact charges will be calculated once your order is shipped. The final amount will be indicated in your shipping confirmation email notification.
Why has my payment been refused?
After the authorization, a transaction can still fail. If the transaction fails after authorization the funds will still be reserved on your bank account. Although they have not been debited, they may appear to have been collected. Please note that after authorization the reserve can last up to 30 working days before it is lifted. This may change depending on banks and credit providers. The reasons for such failure may simply be:
- The card limit has been reached
- The card information entered is wrong
- The card reached the maximum number of charges allowed in a period
- The billing address does not match with the cardholder details
- The card does not allow international transactions
- The card does not allow online transactions
Depending on the country in which you are located you might have to call your bank to authorize your credit card for online, cross-border or overseas transactions.
In other cases, the reasons are less obvious and may relate to the ever increasing fraud prevention and other security measures implemented by credit card companies to protect the cardholder against card abuse.
What payment methods do we accept?
Credit cards, Paypal (to register a paypal account, please visit their website at paypal.com)
Is it safe to use my credit card on theesmei.com?
All online credit card transactions performed on this site are secured payments. For more information, please visit our Terms and Conditions
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
When will my order be delivered?
Delivery is based on the selected shipping method.
- Ground Shipping.Delivery in 5 to 7 business days.
- Second Day Shipping - $15.00. Delivery in 2 business days.
- Overnight Shipping - $25.00. Delivery next business day.
How can I track my order?
When the order will be tendered to the courier, you will receive an email from the courtier providing the tracking number…related to the order. To monitor the status of your order, you may visit the courier website and insert the …number in the Track Your Shipment area
Can I change my shipping address after my order has been dispatched?
No, the shipping address can not be modified. For any doubts, please contact us at help@theesmei.com
Will you get stock again for this article?
We advise you to sign up for a stock alert directly within the product sheet and you will receive an email when the product comes back into stock.
Can you check for stock for an article in stores?
We don't have access to our stock in stores. Please call directly the nearest store using our online store locator.
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 in your account, our partner Glopal will send you a pre-paid return label by email to send us back the unwanted product for free.
Can I modify my order once it is placed? Ex. Size, color, quantity
Unfortunately, we can't make any changes once you've placed an order.
If you are still within 30 minutes of placing your order, you can still cancel it and place a new one. Your card will not be charged or will be refunded automatically if you cancel within the 30 minute window. You may cancel your order in the "Orders" section in your account.
If you are not able 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 you placed it directly in your account.
After this time, it is not possible to cancel it and your order will be sent.
However, you will be able to return it for free. Please go the returns section of the FAQ for the return process.
Can I get a tax refund on my online purchase?
The prices in euro and sterling of KENZO products includes taxes, respecting the rules of the shipping country. You will not receive a VAT refund for your purchases on our site.
Which methods of payment do you accept?
Methods of payment accepted are: credit card (Visa, Mastercard, American Express, Carte Bleue and Maestro), Paypal and Klarna (Pay now, Pay later, Pay over time).
Local payment methods are also accepted: Sofort, iDeal, China Union Pay, WeChat Pay, Alipay, JCB, Discover and Diners Club.
All US credit cards and payments done with Paypal, Sofort, Ideal, CUP, WeChat Pay, Alipay, JCB and Klarna Pay now are debited immediately while all other payment methods are debited at the time the order is shipped.
Availability of Klarna payment methods varies by country:
- Klarna Pay now: Austria, Germany, Netherlands.
- Klarna Pay later: Austria, Belgium, Finland, Germany, Netherlands, United Kingdom.
- Klarna Pay over time: Australia, Austria, Finland, Germany, Italy, Spain, United Kingdom, United States.
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.
I no longer have the original credit card I used at the time of purchase. How can I receive a refund?
If your new card is with the same bank as the original purchase, we will be able to process the refund to the original payment method. However, if you no longer use the same bank, we can issue an online credit. For consumer safety, we cannot manually type in a credit card account number for a refund.
How do I request an exchange?
Our inventory sells out very quickly. The best way to handle your request is to use our Instant Credit voucher. While processing your return via the Returns Center, you might be offered an Instant Credit code along with a prepaid shipping label. Not all orders qualify for an Instant Credit code and might only be eligible for a return for a refund.
Instant Credit voucher will allow you to instantly purchase new items. Credit comes with no strings attached, any unused portion of your credit will be refunded after your items are received in our warehouse. If it's not used by the time your return is processed at our warehouse, you will receive a refund to the original payment method and the code will be deactivated.
Can I get my money back?
If you have initiated the return within 30 days of the fulfillment date, the refund will be given in the original form of payment. Upon requesting return you will be presented with Instant Voucher option. This voucher is option, you do not have to use it. It works as a gift card for exchanges and repurchases. As soon as your return is delivered and processed this voucher expires and you will be refunded to the original method of payment.
Can I return something I purchased in a store to you online?
No, we are sorry to say that store purchases are only eligible for exchange in our store locations.
Can I return my online order in a store?
Yes! If returning your order to a store location is more convenient for you. We have two options for you.
You may bring your items, along with your order confirmation email, to a store and they will process your return and refund. Or you can request your return online, select option to drop your return off in store. You will be presented with Instant Voucher and when you drop off your package in store location, store will process and refund your return. Our normal e-commerce return policy is followed.
How do I request a return?
We know not everything works out and we want to help ensure you look fabulous in everything you purchase from us. We are here to help. We will gladly accept select unwashed, unworn, and unused merchandise within 30 days of fulfillment date for exchange or refund. All original tags must be attached. Shipping charges and Route Insurance are not refundable. Clearance items are FINAL SALE and are not eligible for a refund or exchange
