Customer Service
|
|
|
Shopping Online
Step 1: Browse our skincare and fragrance collections and when you find an item you wish to purchase, select the quantity from the pull down menu (maximum amount per single item 8) and click the “Add to Cart” button. You may also view the item’s complementary products, Ingredients, Tips and Movie (if available for that product) by clicking on the tabs at the bottom of the page. If the item has more images available, you may also click on “Enlarge Image/View Image” to see larger/additional images of the item.
Step 2: Once you click “Add to Cart,” Your item will be added to your online shopping cart and you will have the option to view your cart immediately or continue shopping. You can view the number of items and their cost in your shopping cart at all times in the top left corner of the screen. To view detailed information about your shopping cart, click on “My Bag” in the top right corner of the screen.
To remove an item from your shopping cart, click on “My Bag” to view the detailed information, then choose the quantity (if more than 1) from the pull down menu next to the item you want to remove. Click the “Update Quantities” button and your cart will be updated. To completely remove the item(s) from the cart, click the “X” button next to item and it will be removed and your cart will be updated.
To increase the quantity of an item you would like to purchase (maximum #), select the quantity you would like to purchase from the pull down menu in the “My Shopping Cart” screen and press the “Update Quantities” button. Your order will not be update unless you click this button.
Step 3: When you’ve completed your shopping, click the “Checkout” button at the bottom right of the “Your Shopping Bag” screen. Follow the steps on screen to proceed through the checkout. You may modify your order at any time during this process until you click the “Place Order” button. Once this button is clicked, your order has been submitted and may not be changed.
Please note, only click the “Place Order” button once, otherwise your order may be submitted multiple times. If you are having further trouble with the checkout feature, please see the Ordering section of this FAQ or contact us at 1-866-KENZOUSA (1-866-536-9687).
Once your order is submitted, you will receive a confirmation email at the address you provided, confirming that the order was successfully received. If you do not receive a confirmation 24 hours after placing your order, please contact Customer Service at 1-866-KENZOUSA (1-866-536-9687).
Maximum Purchase Policy
Unfortunately, we must limit orders to no more than 8 individual items per customer.
For corporate gifts or services which exceed this limit, please contact Customer Service.
Shop Offline
In the
In
*Please note that some stores might not carry our full range of fragrances.
Kenzoki, our skincare line, is available exclusively online at www.kenzousa.com in the
PRODUCTS
Product Origins
All Kenzo Parfums products are produced in
No Animal Testing
No. None of our products are tested on animals. To download and read the official LVMH animal testing policy, please click here (.pdf file, Adobe Acrobat or other .pdf reader required).
ORDERING
Checkout
Please refer to this guide if you are having trouble with the checkout feature.
Step 1: Sign in. If you have a KenzoClub account, enter your email and password and proceed on with checkout. If you do not have a KenzoClub account, you may either proceed and automatically register for one by checking the box, “I would like to automatically register…”. If you do not wish to open a KenzoClub account, you may uncheck the box and click “Continue with Checkout” under the “I do not have a KenzoClub account” section.
For KenzoClub benefits please see the KenzoClub.
Step 2: Shipping Address. If you are a KenzoClub member, you may ship to either the address you have on file or enter an additional address. If you are becoming a member, please enter your shipping address as well as additional information required for KenzoClub. If you are not becoming a member, enter your shipping address as normal. If your shipping address and billing address are the same, please check the “Use this address as my billing address” before proceeding on. Also on this screen, you may select up to three (3) complimentary samples.
*Please note, due to the nature of our product and government restrictions, we cannot ship internationally.
Step 3: Billing Address and Shipping Method. If your shipping address is the same as your billing address, this area will already be populated. If it is not, enter your billing address as normal. *We do not accept credit cards with billing addresses outside the
On this screen you will also choose your shipping options. Please note, 2nd day and Overnight shipping is limited or not available in certain locations. To learn more about shipping, please refer to Shipping+Returns.
Step 4: Payment and Order Submission. On this screen, you may review your order and shipping/billing details before submitting. This is the last chance to modify your order. To modify any part of your order, click the Modify button under the appropriate section.
When you are ready to proceed, enter your credit card information, review it, and click “Place Order.” Wait until the confirmation screen appears before navigating away from Kenzousa.com or closing your browser.
*We do not accept foreign credit cards or cards issued outside the
Online Shopping Safety
Although we cannot guarantee the security of internet transactions, we are using industry standard encryption to ensure that the information you send us reaches only Kenzo Parfums, a fragrance and skincare company with a global presence for more than 15 years. Our site transactions are secured by VeriSign, a leading company in the field of eCommerce security. To learn more about VeriSign, please visit their website.
Order Processing
Please note orders generally take 1-2 business days to process. Business days exclude Saturday, Sunday or federally recognized holidays within the
We’re sorry, but we are unable to accept orders that are billed or shipped to destinations outside the
Unfortunately, we do not ship to
All orders are subject to bank authorization prior to processing. Only authorized purchases will be processed and shipped.
Payment Methods
Kenzousa.com accepts the following forms of payment:
-American Express
-Visa
-Mastercard
The following are not accepted:
-CODs
-Layaway Plans
-Personal Checks
-Money Orders
-Credit Cards issued or with billing addresses outside the US
-Gift certificates not issued by Kenzousa.com
*In order to protect you, the name and billing address you provide must match the name and billing address on record with your credit card company. We reserve the right to cancel any order which does not match these criteria.
Order History + Tracking
KenzoClub Members may view their order history and track their order(s) by logging into their KenzoClub account.
Not registered? Call our Customer Service (1-866-KENZOUSA (1-866-536-9687)) for assistance or sign up to become a member of KenzoClub! For the fastest service, please have your order number ready.
Order Cancellation
Once you have clicked the “Place Order” button, your order cannot be modified again online. If you believe there is an error in your order, please contact Customer Service at 1-866-KENZOUSA (1-866-536-9687).
We reserve the right to cancel any order at any time. Some reasons for this include, but are not limited to:
-Item(s) unavailable
-Complications in processing payment information
-Duplicate order
-Unable to ship to the address provided
-Customer request
Should your order be cancelled, you will be notified via email. You will not be charged for any cancelled order.
Gift Wrap
For a charge of $5.00, you may have your entire order gift wrapped. Unfortunately at this time we do not gift wrap items separately within the same order. Should you select gift wrapping, your entire order will be gift wrapped.
If you would like your order gift wrapped, check the box next to “Gift wrap my entire order for $5” before proceeding to checkout in the “Your Shopping Bag” screen.
Shipping + Returns
Shipping Options + Cost
Currently we offer the following shipping options:
|
Standard* |
Ground |
$5.00 |
4-5 Business Days |
|
Premium |
2nd Day |
$10.00 |
2 Business Days |
|
Express |
Next Day |
$15.00 |
1 Business Days |
*KENZOCLUB members enjoy free standard shipping on orders over $75.00
Standard shipping to
Please note that all orders take 1-2 business days to process.
Other Shipping Policies
Orders are shipped on business days only (Monday-Friday, 9:00am-6:00pm, with the exception of Federal Holidays within the
Premium/Express shipping is not available to all locations, including but not limited to APO/FPO, and certain locations in
*Due to the nature of some of our products, the government requires certain handling regarding shipment. Should this affect your order, we will notify you immediately.
Unfortunately, we do not accept orders to be billed or shipped outside of the
Shipments to APO-FPO, PO Boxes, Alaska, Hawaii and US Territories
We regret that we do not ship orders to
Standard shipping to
Item Availability - Out of Stock Items
Should an item be out of stock at the time of your order, you will be notified immediately via email.
If your order consists of in stock and out of stock items, the in stock items will be shipped immediately, and the out of stock items will be cut from your order. You will not be charged for the out of stock items.
Please note: You are not charged for any item until it is shipped.
Also note: Items which are out of stock are not eligible for promotions. Only in stock items will be counted towards promotions.
Return Policy
You may return any unopened item purchased from www.kenzousa.com within 30 days. No refunds will be honored for unopened products after the 30 day period. Used products cannot be accepted for return after 14 days. If you would like to refund a purchase, please notify customer service at 1-866-KENZOUSA and we will issue you a return authorization number. Unauthorized returns will not be accepted. Please have your order number on hand. Pack the product carefully and send it back to us. To ensure that your return reaches us safely please have the package insured. Upon receipt, we will credit your account for the invoiced price, excluding shipping charges. Kenzo Parfums' products not purchased from www.kenzousa.com cannot be accepted for returns.
Damaged Items
Please be sure to inspect your package for any damage upon arrival. Some wear from the shipping process is normal. If you find that your item(s) are damaged upon opening the shipment, please contact us at 1-866-KENZOUSA (1-866-536-9687). Be sure to keep all the shipping materials.
Kenzo Club
Registration
Registering for KenzoClub is free and can be done at any time by clicking on either the “Register/Sign in” link at the top of the page, or the KenzoClub offer link, also at the top of the page. On the registration page, fill out the required fields and you’re done!
You may also register as part of the checkout process. At the sign in step, check the box that says, “I would like to automatically register during the checkout process.”
View the next section to see some of the benefits of being a KenzoClub member.
Benefits
There are many benefits to KenzoClub membership! Some of them are:
-Free shipping on orders over $75
-Choice of 3 samples with orders
-Deluxe sample offers
-Viewable order history and order tracking
-Exclusive promotions for KenzoClub members only
Email Newsletter
Whether or not you are a KenzoClub member, you may still sign up for our email newsletter! The newsletter delivers the latest products and promotions for Kenzousa.com! If you are a KenzoClub member, you may opt not to receive emails, just uncheck the box that says, “Yes, please send me e-mail updates…” when you register, or click the unsubscribe link at the bottom of any KenzoUSA email. You can always opt back in!
You can subscribe anytime by entering your email into the entry form at the bottom right of the page and then clicking “Subscribe.”
*Be advised that you may need to add us to your address book to ensure that the newsletter is not going to a spam/junk folder.
FAQ
- How do I place an order?
- How safe is ordering on kenzousa.com?
- What is your return policy?
- How much is shipping going to cost?
- When is my order going to ship?
- Do you ship to Puerto Rico?
- Do you ship to Canada?
- Are Kenzo products tested on animals?
- Where can I buy Kenzo fragrances and skincare products offline?
- Do you sell Kenzo fashion and accessories?
- Are there Kenzo boutiques in the U.S.?
How do I place an order?
step1: Filling your shopping bag
Browse through the fragrance and skincare pages, and once you see the item you are looking for, enter the quantity you wish to purchase in the text box below that product's price and click on the "Add to My Bag" button.
step2: My Bag button
This will take you to a view of your basket. If you wish to continue shopping, click the "Continue Shopping" button. If you wish to remove an item from your basket, click the "Remove" button. If you wish to update the quantity of a particular item in your order, enter the quantity you wish to purchase in the text box next to the item, and click the "Update List" button.
step3: Check out
Click on the next step button. The checkout is in four parts:
1. Login to your KenzoClub account, or opt to form/not form a KenzoClub account
2. Enter your shipping information and choose your sample(s).
3. Enter your billing address and choose your shipment method
4. Verify your information, enter your payment method and place order.
You may change information on your order until you click the "Place Order" button. Once you click this button, your order has been submitted and cannot be changed. Please be sure to wait until the confirmation screen appears to ensure that your order has been received.
How safe is ordering on kenzousa.com?
Although we cannot guarantee the security of internet transactions, we are using industry standard encryption to ensure that the information you send us reaches only Kenzo Parfums, a fragrance and skincare company with a global presence for more than 15 years. Our site transactions are secured by VeriSign, a leading company in the field of eCommerce security. To learn more about VeriSign, please visit their website.
What is your return policy?
You may return any unopened item purchased from www.kenzousa.com within 30 days. No refunds will be honored for unopened products after the 30 day period. Used products cannot be accepted for return after 14 days. If you would like to refund a purchase, please notify customer service at 1-866-KENZOUSA and we will issue you a return authorization number. Unauthorized returns will not be accepted. Please have your order number on hand. Pack the product carefully and send it back to us. To ensure that your return reaches us safely please have the package insured. Upon receipt, we will credit your account for the invoiced price, excluding shipping charges. Kenzo Parfums' products not purchased from www.kenzousa.com cannot be accepted for returns.
How much is shipping going to cost?
For your convenience, Kenzo offers these shipping options:
|
Standard* |
Ground |
$5.00 |
4-5 Business Days |
|
Premium |
2nd Day |
$10.00 |
2 Business Days |
|
Express |
Next Day |
$15.00 |
1 Business Days |
*KENZOCLUB members enjoy free standard shipping on orders over $75.00
Please note all orders take 1-2 business days to process.
Standard shipping to
Holiday Season Closures
Orders will not be shipped the following dates due to holidays:
Thanksgiving - November 26-27, 2009
Christmas - December 24-25, 2009
When is my order going to ship?
Please note orders generally take 1-2 business days to process. Business days exclude Saturday, Sunday or federally recognized holidays within the
Unfortunately, we do not ship to
Holiday Season Closures
Orders will not be shipped the following dates due to holidays:
Thanksgiving - November 26-27, 2009
Christmas - December 24-25, 2009
Please note we make every attempt to ship orders as soon as possible. We will soon announce our holiday shipping schedule for your convenience.
Do you ship to Puerto Rico?
We regret that we do not ship to Puerto Rico.
Do you ship to Canada?
Unfortunately, we no longer ship orders to
Are Kenzo products tested on animals?
No. None of our products are tested on animals. To download and read the official LVMH animal testing policy, please click here (.pdf file, Adobe Acrobat or other .pdf reader required).
Where can I buy Kenzo fragrances and skincare products offline?
In the
To locate the Kenzo counter nearest you in the
Kenzoki, our skincare line, is available exclusively on www.kenzousa.com in the
Do you sell Kenzo fashion and accessories?
No. Kenzo Parfums and Kenzo Fashion are separate entities. Currently, the Kenzo fashion line has no boutiques in the US.
Are there Kenzo boutiques in the U.S.?
No. Currently there are no Kenzo fragrance boutiques in the United States. For a list of locations which sell our fragrance line, please use the store locator to find the Kenzo counter nearest you. Please note, we do not sell our fragrance or skincare lines out of our managing offices.
