How can I access online sales?

As soon as you have created your account and your registration to the sale has been validated, you will receive an email to access the sale on the opening day of the online sale.

All you have to do is click on the “Access the sale” button.

I no longer have access to a sale. What can I do?

Make sure the sale is open and that you are logged in with the email address you used to register for the sale.

My order has been shipped but I want to cancel it before it arrives. How can I proceed?

You won't be able to cancel an order after it has been shipped from our warehouse. However, you will be able to request a return and refund of your order once it has been delivered. See the "Returns" section for the process to follow.

If you need further information, please contact the customer support via the "Contact us" button below.

How can I track my order?

You can find your order ID in your Order Confirmation email and in the Order History section of your account page. You need your order ID to be able to track your order and to make any requests pertaining to your purchase.

Note: Please make sure to always provide your order ID when contacting customer support.

My order is delayed due to customs. How should I proceed?

Please note that we cannot take any responsibility for custom delays or procedures. The provided transit times are only guidelines solely for the transit time. The timeframe provided excludes custom procedures as neither Kering Privé nor the carrier can influence the custom processes or the time it takes for the parcel to be cleared for further transport. Therefore, if your order needs to go through customs and there are delays due to this, we ask you for your patience in this matter.

I haven’t received a confirmation e-mail. What should I do?

First, please be sure to check all of the folders in your inbox, including your Spam / Junk folder. If you are using Gmail, please also check the Promotions inbox.

If you cannot find your Order confirmation email 30 minutes after placing your order, please check the "Order History" section of your account.

If you need further information, please contact the customer support via the "Contact us" button below.

How do I know how many products I can purchase?

Upon accessing a sale, you will see the list of Quotas which will detail your purchase limitations for that sale. Please note that the Quotas may vary from sale to sale, so read these carefully before purchasing.

I can't add more products to the cart. What can I do?

If you can't add more products to the cart, it is likely because you have reached the maximum quantity of products allowed for a particular sale.

Upon accessing a sale, you will see the list of Quotas which will detail your purchase limitations for that sale. Be sure to check if you still have quotas available before trying to add an item to your cart.

How do you calculate the difference of currencies?

If your payment method has a different currency than the country you are ordering from, we will always use the current exchange rate at the moment of purchase. This also applies to possible refunds if an order is canceled or returned. Please note that we do not take any responsibility for changes in the exchange rate or possible currency exchange fees from your bank and we are not able to compensate for such fees.

Which payment methods are accepted?

We accept verified PayPal and Apple Pay accounts, as well as the following banking cards: American Express, JBC, MasterCard, Maestro and VISA.

Note: The offered payment methods depend on the country in which the purchase is attempted as well as on the item(s) of that purchase.  Not every country or every item offers all the payment methods listed above due to laws, regulations and restrictions from both the relevant countries as well as the payment providers. All available payment method options are always shown on the website before placing the order. If your preferred payment method is not available, please choose one of the offered payment methods.

Which currencies can I pay with?

The currency you will pay with depends on the country of delivery of your order:​

• Euros for Australia (AU), Austria (AT), Belgium (BE), Croatia (HR), Czech Republic (CZ), Denmark (DK), France (FR), Germany (DE), Greece (GR), Hong Kong SAR (HK), Hungary (HU), Ireland (IE), Italy (IT), Japan (JP), Kuwait (KW), Luxembourg (LU), Macau SAR (MO), Malaysia (MY), Monaco (MC), Netherlands (NL), Portugal (PT), Romania (RO), Singapore (SG), the Republic of Korea (KR), Serbia (RS), Spain (ES), Sweden (SE), Taiwan (TW), Thailand (TH), the United Arab Emirates (AE)​
• Pounds Sterling for the United Kingdom (UK)​
• Swiss Francs for Switzerland (CH)​
• US Dollars for the United States (US) and Mexico (MX)​
• Canadian Dollars for Canada (CA).​

All transactions will be processed, recorded, refunded and accounted for in the currency you used for your purchase.

When will the payment be debited from my account?

Your account will be charged immediately once your purchase is confirmed.

I have been charged but did not receive a confirmation e-mail. What should I do?

First, please be sure to check all of the folders in your inbox, including your Spam / Junk folder for the confirmation email. If you are using Gmail, please also check the Promotions inbox.

If you cannot find your confirmation email in any of your folders 30 minutes after placing your order, please check the "Order History" section of the store account you used to place the order.

If you need further information, please contact the customer support via the "Contact us" button below.

I'm having trouble with my Paypal payment, what can I do?

We suggest you check the balance of your PayPal account and make sure you are using a verified PayPal account. Please note that we do not accept payments by eCheck.

My payment attempt has failed multiple times, how can I complete my order?

If your attempts to place an order have failed repeatedly, we recommend using a different payment method. Additionally, we recommend you contact your bank to make sure they aren't blocking the payment from going through.

If you are still having issues placing and order, please contact the store customer service team by clicking on the button "Contact us" below.

An error occurred during my payment, what should I do?

If an error has occurred during your payment, please be sure to check all the folders in your inbox, including your Spam / Junk folder, and if you are using Gmail, please also check the Promotions inbox for a Confirmation email. If your payment went through successfully, you will have received the confirmation email and the order will also appear under the "Order History" section of your account.

If you do not receive a confirmation email 30 minutes after placing the order and it doesn't appear in the "Order History" section of your account, please try placing the order again.

Should you still encounter issues, please contact our customer support team.

My order hasn't arrived, what should I do?

If your order has been shipped and you have received your tracking number but cannot see any progress, please keep in mind that the package may still be on its way. If you see no progress for a couple of days, you can contact the courier for more information or contact customer support via the “Contact us” button below.

When checking the tracking link, if your order has been marked as delivered but you have still not received your order, please check with family members/neighbours or friends to see if they have taken in your package. If this is not the case, please either contact the courier for more information or contact customer support via the “Contact us” button below. If you do contact customer support, please also include the following required documents:

- Scan of your ID

- Scan of a handwritten declaration that neither you nor anyone else living at your address received the parcel (please write this declaration fully by hand and do not just sign it as otherwise the transport company will not accept the document)

Customer support will then inform you about the next steps.

Note: Please make sure to provide your order ID when contacting customer support.

How much is the shipping?

The shipping costs of each order vary depending on the country where your order will be delivered and the composition of your order (number of items, weight, etc.). The shipping costs are displayed in the cart checkout page before completing the order, so please, add all products you'd like to purchase to the cart and start the check-out process. Before validating the order, you will be able to see the relevant shipping costs associated with your order.

Is my order eligible for complimentary shipping?

In select territories/countries during the checkout process, when a user chooses to use the same shipping destination as a previous order placed order within the same sale, the order may be eligible for complimentary shipping on the second and additional orders. ​

For an order to be eligible for complimentary shipping, the user must place two or more orders shipping to the same destination within an active sale by choosing this option when prompted during checkout.​

Shipping fees will be applied to the first order and will be waived for any additional orders shipping to the same destination as the first order. ​

Currently users shipping to Austria, Belgium, Croatia, Czech Republic, Denmark, France, Germany, Greece, Hungary, Ireland, Italy, Luxembourg, Monaco, Netherlands, Portugal, Romania, Serbia, Spain, Sweden and the United States may be eligible for complimentary shipping on second and additional orders placed within the same sale.

During checkout, I accidentally selected to group my order but wish to ship to a different address. How can I change it?

If you are in the process of purchasing your second or additional order and selected to ship it to a previously used address, you can change this selection by editing your cart. This will bring you back to the page prior to checkout. When prompted, select the option to enter new address. 

On the next page you will be able to manually enter in a new shipping address. Please note that once the order(s) have been placed, a modification of your shipping address will be only possible if the order status is “Not Initiated”. If a change is requested, all orders associated with the same address will be modified. 

My order has arrived and I would like to return it. How should I proceed?

 you don't like the product, the size doesn't fit or you just changed your mind, you will be able to return your purchased products within 14 days (European Union and to the United Kingdom) / 5 days (Mexico) of receiving your order. In any of these cases, you will have to pay for the return shipping fees. 

Please note that this only applies to orders shipped to countries in the European Union and to the United Kingdom. If your order is shipped to Australia, Canada, Hong Kong SAR, Japan, Kuwait, Macau SAR, Malaysia, the Republic of Korea, Singapore, Switzerland, Taiwan, Thailand and the United Arab Emirates you are not entitled to the right of withdrawal.

If you have received a wrong product or a product that is damaged, you can return the item within 14 days of receiving your order and you will be refunded for shipping costs and duties paid.

All products should be returned in the original packaging. Refunds will be processed after the arrival of the product in the warehouse.

In both cases, please contact customer support via the "Contact us" button below, which will provide you with further instructions and a Return Slip that should be added to the returning package. Please make sure to include the order ID and pictures of all the items you wish to return when contacting customer support.

My order has arrived damaged and I would like to return it. How should I proceed?

If one or more items of your order arrive damaged, please contact customer support via the "Contact us" button below, and they will provide you with further instructions. Please make sure to include the order ID and pictures of the damaged item(s) you wish to return.

Please note that exchanges are not available so following your return, you will be refunded for shipping costs and duties paid.