FAQ

 

MY ACCOUNT

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 receive a message indicating that your email address or your password is not recognised, proceed as follows:

Ensure that you are using the same email address and the same password as those that you registered with. You may have several accounts.

Check that you have not turned on ‘Caps Lock’ by accident and/or that you are using the correct special characters, if you have chosen any.

If you cannot remember your password 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  [email protected].

 

MY ORDER

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.

Creating an account also allows you to keep an order history. This is not the case if you make orders as a guest or if the account is created at the end of the payment stage.

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 my order is cancelled?

If your order was cancelled, you should receive an email indicating the reason of this cancelation. There are several reasons why an order may be cancelled, for example:

-        Out of stock

-        Unverified information

-        Payment refused

-        Technical Issues

-        Address discrepancies

Please contact us by email at:  [email protected]  or by telephone at +33 (0)1 42 62 64 63. We will be happy to help you place your order. 

I never received a confirmation email for my order, what should I do?

Please contact Maison Kitsuné customer service by email at: [email protected]  or by telephone at +33 (0)1 42 62 64 63. You’ll need to provide your purchase date and payment method (credit card or PayPal).

How do I access my invoices?

Once your order has been placed, you’ll receive your invoice by email. You can also find all your invoices in your customer account. For orders outside of the European Union, your invoice will be included in your package.

For orders shipped to Korea, an FTA invoice will be automatically included in your package. FTA invoices are only for shipments with a delivery address in Korea. FTA invoices cannot be issued for deliveries to other countries.

Can I change my delivery address once my order has been validated?

Once your order is validated, it is unfortunately not possible to modify your delivery or invoice address, your telephone number or your email address.

When will my order be shipped from the warehouse ?

All orders placed before 12pm (local time) on Monday to Friday are prepared and shipped the same day. Orders placed after 12pm (local time) will be shipped the following working day (excluding weekends and bank holidays), provided stock is available. Once your order has left our warehouse, you will receive an automatic email from our Global-e service provider with the tracking number for your package.

We aim to observe the stated preparation and shipping times, but circumstances such as periods of high activity may sometimes cause delays in shipping.

 

PAYMENT

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.

Which payment methods do you accept?

We accept payment by credit card (all credit cards are accepted). Other payment methods are available according to the country of delivery. We also accept payment via PayPal (can be split into four payments if desired).

What currency can I shop in?

Currencies are based on the shipping country, prices will automatically convert to the corresponding currency.

When will I be charged?

Credit card payments

If your payment is validated, the amount will be automatically charged on the day of purchase or the day of shipment of the order, depending on the payment method used. If your order has been cancelled by Maison Kitsuné, a refund will be made if the amount has been debited the same day of the purchase, if the amount has not been debited you will not be charged.

PayPal payments

Payments made via PayPal are immediate. If your order is cancelled, you will be reimbursed.

Why was my credit/debit card declined when I tried to pay?

If your order was declined/payment was not validated, your bank or credit card company may be the source of the problem. We recommend contacting your bank or credit card company. If you still receive an error message during payment, please contact us at: [email protected]. Tell us your payment method (credit card or PayPal), order number, and the date the order was placed, and we will do our best to assist you.

Why was I debited twice for my order?

Our system only allows for one payment per order. It is very unlikely that you will have been billed twice for the same order.

However, it is possible that we have a received a duplicate order by mistake.

Please contact us at: [email protected], you will need to specify your order number so that we can find more information.

 

DELIVERY

Which countries do you not deliver to?

Delivery is not available to the following countries: Burundi, Cuba, Eritrea, Iran, Iraq, Kosovo, Liberia, Libya, Nevis, North Korea, Somaliland, South Sudan, St Eustatius, St Helena, Syria, Tajikistan, Yemen, Russia, Ukraine, Puerto Rico.

What are the delivery times?

Once your order is shipped from our warehouse, delivery can take from 4 to 5 working days, excluding weekends and holidays. An estimated delivery time and cost will appear on the checkout page.

We aim to observe the time frame indicated for delivery, but circumstances such as periods of high activity, extreme weather conditions, customs inspections or other exceptional conditions may sometimes cause delays in delivery.

To track your order, please click on the link: Track my package

How much is delivery?

Please click on the flag icon at the top right of our homepage and select your delivery country.

Shipping costs are calculated automatically during the checkout process and depend on:

• 1. The country of destination
• 2. The size and weight of the package
• 3. The shipping method selected

The prices will appear on the payment page.

Please contact us at  [email protected]  if you would like more information.

Can this item be shipped to my country?

Click on the flag icon at the top right of our home page and select your delivery country.

Select the item that you would like to buy and go to the payment page.

If there are shipping restrictions, or if we cannot ship this product to your country, you will be unable to validate payment for this item. Please contact this address: [email protected], by sending us the item details, we will do our best to provide you with the information you need.

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 link: Track my package  which will take you to the website of our delivery company. If you have any problems with the tracking of your order, please do not hesitate to contact us at this address: [email protected]  we will do our best to assist you.

Where can I receive my order?

Our items can be delivered to the address of your choice (home address, professional address) 

Can I pick up my order in-store?

No, unfortunately we do not currently offer package delivery to any of our stores.

Can you deliver to a PO box?

A signature is required when your package is delivered. As such, we cannot send it to a PO box.

Why have I not been offered economy shipping?

Our economy shipping service is airmail. The service has a weight limit of 2 kg.

We are not able to ship orders over 2 kg by airmail.

The available shipping options, the estimated delivery date and the costs depend on the size and weight of your order and shall be detailed during the payment stage.

Please contact us at  [email protected], if you require any assistance.

Can you delay my delivery?

Airmail: We are unable to intercept airmail.

In the event of non-delivery, the order will finally be returned to us.

Note that this may take some time (perhaps even several weeks).

You will be reimbursed after the package has been returned to our warehouse.

Express delivery: Depending on the delivery service and the location of the package, we may be able to delay delivery.

Please contact us at  [email protected], to inform us of the date from which you will be available to receive the package and we will do our best to make the request to our delivery service.

Can I change my shipping service for express delivery?

We are unable to change orders once they have been processed through our system.

Unfortunately, this means that we cannot change the shipping method selected at the time of the order.

I want to combine the shipping costs for my orders.

As mentioned in the order confirmation email, we are unable to change orders once they have been placed in our system.

Unfortunately, this means that we cannot combine your orders in a single package.

Once sent, you will receive an email notification with tracking information for your orders.

 

RETURNS AND REIMBURSEMENTS

How can I make a return?

*Our return policy is extended to 60 days for all products purchased online between November 15 and January 14, 2025.

You can return your items within 30 days from the date on which the package was delivered, provided that the products are still in their original packaging and that they have not been worn, washed, ironed, altered, soiled, unwrapped for the tags.

Any items that are incomplete, damaged, used or returned outside of the return window may not be returned. Maison Kitsuné reserves the right to refuse to reimburse an item that does not meet the criteria for being returned. If this is the case, you will receive an email from customer services informing you that your return has not been accepted and we will send the item in question back to you. The boxes and gift pouches cannot be returned, exchanged and/or refunded by Maison kitsuné.

To return an item, click on the link:  Make a return  and follow the steps below:

-      Enter the order details and the email address that you used to place the order.

-      Select the item(s) that you would like to return by adjusting the quantity and select the reason for the return. A copy of the return label with a return note will be sent to you by email.

-      Wrap the item(s) that you would like to return in their original state, in a single box. Seal the box, print the return labeland the return note. Your return note must be put inside the parcel and firmly attach the return label to the outside of the package.

-      Print and sign the sales invoices provided to you in the email.

-      Follow the instructions on the Global-e returns portal in order to complete your return.

Returns can only be accepted through this procedure, in order to guarantee that the correct customs clearance documents are generated. However, KITSUNE cannot be held responsible for the loss, damage or destruction of the Package if the Customer generates their return through a service other than Global-E. Please note that return fees may vary from one country to another and that they will be, if applicable, deducted from the reimbursement that you receive.The return request generates an invoice indicating the amount of the product(s) excluding taxes. KITSUNÉ will reimburse the total amount of the Product(s) paid at the time of the initial order.

Can I return an item purchased online at a Maison Kitsuné boutique?

No, our boutiques are not able to accept returns for items purchased on our website. Purchases made in our boutiques cannot be returned to Maison Kitsuné headquarters either.

Can I exchange an item?

No, we do not accept exchanges. If you’d like an item in a different size or colour, simply return the item and place a new order.

I returned an item and I haven’t been reimbursed.

For returned items, it may take up to 21 working days before the funds are credited to your initial payment method due to the following steps that need to take place:

1-     The time it takes to deliver the product to our warehouse;

2-     Processing and inspection of the product for the reimbursement to be approved;

3-     Authorisation from the finance department to carry out the reimbursement;

4-     It may take up to 7 working days for the funds to be credited to your initial payment method once the finance department has carried out the reimbursement.

If you are not reimbursed within 21 working days, please contact this address: [email protected]  by sending us the tracking number for your returned package so that we can find out more information. 

What if I receive a defective or incorrect item?

Please contact Maison Kitsuné customer service by email at the following address: [email protected]. You will need to specify your order number and send us a photo of the defective item 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 protected]  or by telephone on +33 (0)1 42 62 64 63. 

Where are the products shipped from?

Products are shipped from our warehouse in France. Delivery of your package is then taken over by our partner Global-e.

 

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  [email protected]  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.

Where do I find the size guide?

You can view the size guide directly on our product pages. You can also use our “Fitle” tool to help you choose the right size (the tool is available on our product pages), just click the “What’s my size?” icon.

The Fitle tool is available for European Union countries and the United States.

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 protected]  or 01.42.62.64.63.

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:  [email protected].

 

GIFT

Can I get gift wrap with my purchase ?

Yes, Maison Kitsuné gift packages are available in two designs. We propose a pouch (25 x 5.5 x 19.5 cm) for your small leather goods, socks and a box (27.5 x 8 x 35.5 cm) for your tee-shirts, sweaters, pants, and dresses. You will be able to select the gift wrapping that you want when you place your order.

Gift packages are not appropriate for bulky items such as coats, down jackets, shoes, some accessories, as well as items from the Helinox collaboration.

- Gift box price: 5,00€

- Gift pouch price: 2,50€

Do not hesitate to contact us at this address: [email protected] or by telephone at 01.42.62.64.63 if you need help regarding the choice of gift wrapping.

Can I attach a personal message?

Unfortunately, we do not yet have the option of inserting a personal message in your order.

Is the invoice included in the package?

Yes, for customs reasons the invoice must be included in the package. Unfortunately, we cannot remove it or hide the prices.

 

NEWSLETTER

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 through your customer area, by logging into your account and modifying your subscription preferences. You can also unsubscribe from the newsletter by simply clicking on the unsubscribe link at the bottom of the newsletters you receive.