Frequently Asked Questions
- What is the return policy?
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging with tags. We issue store credits for return and exchange.
- What are the shipping options?
We ship to Canada, United States, and China. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.
- When will I receive my order?
Orders typically take 24 hours to fill, and you will be receiving a notification with shipping tracking from our carrier.
- What do I do if I never received my order?
Please contact us via email or phone (604-367-6666) if you have issues with the order.
- What do I do if I received a defective order?
Please contact us via email or phone (604-367-6666) if you have issues with the order.
- How do I make changes to an order I’ve already placed?
Please contact us via email or phone (604-367-6666) if you have issues with the order.
- Where are you located?
We are located in Richmond, BC. You can see our contact information here.
- How do I make sure I order the right size?
Check out our sizing guide. Kenzo products are typically one-size smaller so make sure you order 1 size larger.
- How do I contact your company if my question isn’t answered here?
Please contact us via email or phone (604-367-6666) if you need any return or exchange.