Frequently Asked Questions

Select a category below to see answers to frequently asked questions.

Payment Methods

Accepted payment methods include:

  • Credit Cards: Visa, MasterCard, American Express, Discover. Your card is charged at shipment. A temporary hold is placed for the full amount at order placement. If the hold fails, you will be contacted to reprocess payment.
  • Fast Checkout: Securely save card details for future purchases.
  • Apple Pay: No manual entry required; charged upon shipment.
  • PayPal: Charged at shipment. Not available for Pre-Orders.
  • Klarna: Offers “Pay Now,” “Pay in 30 Days,” or installments (3-4 payments). Excludes Pre-Orders.
  • Cryptocurrency: Paid via BitPay; refunds issued at current exchange rates. Volatility risk applies.

Note: In-store payment methods may differ (e.g., cash, gift cards, Alipay). Cryptocurrency is accepted at select locations.

Order Cancellation

Registered users may cancel orders within 30 minutes via “My Orders.” Guest checkout orders cannot be modified after placement. Return delivered items per the Return Policy.

Shipping & Delivery

  • Reduced Carbon Delivery: Free (1–5 business days).
  • Standard Delivery: Free (1–7 business days; Europe transfers may take longer).
  • Next Business Day: $20 (free for orders ≥$3,000).
  • Pick Up In-Store: Free (ready in 2–4 business days).

Restrictions: No shipments to PO boxes, U.S. territories, freight forwarders, or military bases. Delivery country must match the website locale used.

Returns & Exchanges

  • Eligibility: Unused items with original tags, within 30 days of delivery (holiday extensions apply). Non-returnable items include masks, swimwear, and personalized goods.
  • Process: Initiate returns online or in-store. Shipping fees are non-refundable.

Pre-Orders

Pre-Order items ship on estimated dates (subject to change). Full refunds issued if unfulfilled. Charged at shipment.

Packaging

Orders ship in unbranded boxes with FSC-certified materials. Recycled polyester garment bags and GOTS-certified cotton flannels are used.

Damaged/Missing Items

Report within 3 days of delivery. For damaged outer packaging, note reservations on the receipt (e.g., “crushed box”) and provide photos.

Authorized Retailers

Balenciaga products are sold only through:

  • Brand stores, outlets, and authorized retailers (e.g., Bergdorf Goodman, Saks Fifth Avenue, Mytheresa).
  • Unauthorized resellers are prohibited.