Due to the current global health situation, please allow for extra processing and shipping times, as we have implemented social distancing as a precaution for the team in our distribution center.
We have extended our return policy to 60 days for your convenience.
How do I create a customer account?
Please visit the My Account page to create an account. From there you will need to enter your personal information, including your email address, billing address, and delivery address. Be sure to verify all information before saving it. When logged into your account, you can view your order history, change your password, and update your billing and delivery addresses.
How do I update my customer account information?
Login to your customer account here. Once logged into your account, you can update your personal information, your billing and delivery address, as well as your newsletter subscriptions.
I forgot my password, what can I do?
If you cannot login, please go to the login page here click on Forgot Password and enter your email address. Once you have received the reset email, follow the instructions provided. Remember to check your spam folder if you don't see it in your Inbox. If you continue to experience difficulties logging in, please send an email to firstname.lastname@example.org
How do I place an order?
You can place an order directly on the website by selecting the color and size you want of a product from its page and then adding it to the cart. Then follow the steps until payment is confirmed.
Do I have to create a customer account to place an order?
No, you can order as a guest. However, by creating an account, you will be able to place orders without having to fill in your details each time. You will be able to track your deliveries in a few clicks and receive our newsletters.
Can I modify or cancel a confirmed order?
We cannot modify or cancel a confirmed order. However, once the article(s) are delivered, you have a right of withdrawal as described in Article 8 of the GTC.
What if I can't place an order?
Please send an email to email@example.com and we will be happy to help you place your order.
Is my payment secure?
All transactions are encrypted for your security. The authorization servers are then checked in order to verify the payment data and to combat abuse and fraud. SSL encryption technology ensures the security of the data you enter during the banking transaction.
What forms of payment are accepted?
We accept payment by bank cards (all bank cards are accepted) and PayPal.
DELIVERY & RETURN
What are the delivery times?
- Standard delivery in mainland France (including Corsica), Monaco and Andorra: 2 to 3 working days*
- Standard delivery in the European Union: 3 to 5 working days*
- Express delivery to the rest of the world: 3 to 6 working days*
How can I track my order?
As soon as your order is shipped from our warehouse, you will receive an email with your parcel tracking number.
You can consult the progress of the delivery at any time on the La Poste or DHL site with the tracking number sent to you previously in your shipping email.
Where can I receive my order?
We deliver to the address of your choice (home, business address, etc.).
However, you cannot receive your package in one of our stores.
How much is delivery?
The delivery costs are fixed and set as follows:
- Delivery in : 8 euros
- Delivery in Europe, hors France : 12 euros
- Delivery to Japan : 5100 yens
- Delivery to Hong-Kong, en Chine, ou à Macao : 365 HKD
- Delivery to the United States and Canada : 26 USD
- Rest of the world : 40 euros
How can I make a return?
If you wish to make a return, you can return your items to us at this address:
FASHION PARTNER GROUP
Enlèvements et livraisons quai C ou D
15, boulevard de Beaubourg
77183 Croissy Beaubourg
Please enclose the return form that comes inside your package with your return, duly completed with:
- Last name
- First name
- Order number
- Reason for return
The "return" shipping costs are the responsibility of the buyer. Items can be returned within 14 days from the date the package is received. Returns cannot be made in store.
What should I do if I receive a defective or incorrect item?
Please contact Maison Kitsuné customer service by email at the following address: firstname.lastname@example.org. You will need to specify your order number and send us a photo of the defective or incorrect item so that we can inform you of the steps to be taken as soon as possible.
What should I do if an item is missing from my order?
Please contact Maison Kitsuné customer service by email at the following address: email@example.com or by telephone on 01 42 62 64 63.
PRODUCTS & STOCK
I am looking for a product that is not on the website
The website presents our current collections and collaborations. If you cannot find the product you are looking for, please contact firstname.lastname@example.org with the link or information about the product you are looking for, and we will do our best to help you.
What if an item I want to buy is out of stock?
Stock is limited and items tend to sell very quickly. You can nevertheless subscribe to the stock alert by clicking on the size that is out of stock. You will then be alerted by email when the product is back in stock.
How can I get more information about a product?
You will find general information on the product sheet, including composition, available colors and size. For specific questions, you can contact Maison Kitsuné customer service by sending an email to email@example.com.
How do I take care of the items I purchased?
Each item is accompanied by corresponding maintenance instructions. Please follow these instructions carefully. If you have specific questions regarding garment care, please contact us at the following address: firstname.lastname@example.org.
How can I subscribe to the Maison Kitsuné newsletter?
You can subscribe to our newsletter from each page of the site through the navigation section at the bottom of the page, or when creating an account. Just click on "Subscribe". Enter your full name, email address, country and select your interests from Fashion, Music and Coffee. By subscribing to the Maison Kitsuné newsletter, you agree to receive information regarding seasonal product launches, sales, collaborations and events.
How can I unsubscribe from the Maison Kitsuné newsletter?
Please note that with the creation of a Maison Kitsuné account, you will receive a subscription to the Maison Kitsuné newsletters if you check the "Subscribe to newsletter" box. You can unsubscribe from the newsletter by simply clicking on the unsubscribe link at the bottom of the newsletters you receive. You can also unsubscribe from the newsletter through your customer area, by logging into your account and modifying your subscription preferences.