Kirna Zabete

Customer Service

REGISTERING
  • Why do I need to register?

    You only need to register on our site if you are making a purchase. By registering you are initiating an account that only you may access.

    You may access your account by using your email address and a password that you have created. Only you will have access to this information. If you are signed up on our email list, this does not mean you are registered.

  • How do I register?

    Simply click on “my account” and you will be provided with a direct link that will walk you through the process.

    If you have never purchased from us before, you must register with us to place an order. If you already have items in your cart and are ready to complete your order, simply click on “checkout”, and this will automatically direct you to our register page.

  • What if I forget my password?

    Simply visit this link. If you ever forget your password again, there is always a link on the “my account” page. By providing your email address, via a secure, encrypted connection, KirnaZabete.com will email you a new password that you may later change by visiting “my account” once you log-in successfully.

    Passwords are case sensitive and must include a number or punctuation character.

  • How do I change my password?

    Once you log-in to your account, you may change your password by clicking on “my account”. Then click on “Account Information”. Next click on the link that says: “Change password”. Enter your new password and click on “Submit”.

    “My account” is a useful destination for configuring your KirnaZabete.com account to your liking.

  • How do I make changes to my account profile?

    Log into your account, and click on “Account Information” located at the top of your account page. Make the necessary changes to your account, (i.e. email address, password, billing address, etc.) Scroll to the bottom of the page, and click on “Submit”

    The changes you have made will now be saved to your profile.

SHOPPING ONLINE
  • How to shop online?

    Once you're done shopping, checking out is easy. You may always view the items you have added to your cart by clicking "view cart" button on the orange menu bar at the top of any page. You may also checkout by clicking on the "checkout" hyperlink located on any item detail page.

    Once you are viewing the contents of your cart, you may adjust quantities in your cart by changing the number to the left of items, and then by clicking "recalculate" after all quantity adjustments have been made.

    Thinking of removing items from your cart?
    You may instead want to consider saving the items to your wish list for a future purchase. Items that you move to your wish list can later be moved back to your shopping cart, or you can send copies of your wish list to others in hopes of making your wishes come true. Please note, items added to your wish list do not ensure later availability. (You must login to use the wish list feature). You may always login by clicking “log in” on the menu bar at the top of any page.

    Once you are ready to checkout with the items in your shopping cart, click on the “checkout” button in your shopping cart. At this point if you have not registered with us before, you will need to click on “register” to sign-up for a new account. If you have already registered with us before, simply sign-in using your email address and the password that you created for the account.

    Based on the contracts and relationships we have with our vendors, the merchandise sold on our site is intended for personal use only, and not for resale. We reserve the right to cancel orders that appear to be for resale purposes.

  • Item availability

    Although we make every effort to keep sufficient stock of items listed on our site, occasionally we do sell out of certain products. If we are out of stock on an item that you've ordered, we will notify you via e-mail.

    Any changes will be reflected in your order total as well as your shipping confirmation.

  • Do you have sizing information?

    Reference the size charts link to help determine your size when ordering from KirnaZabete.com. Because sizing and cut will vary between designers, please use this chart as a general guide to compare the various size scales.

    Designer-specific information regarding size may also be found on the product information page. If you are between sizes or need assistance selecting the proper size, please contact stylist@kirnazabete.com.

  • Which credit cards do you accept?

    KirnaZabete.com accepts the following credit cards: Visa, Master Card, American Express, and Discover.

  • International Orders

    A NOTICE TO OUR INTERNATIONAL CUSTOMERS

    Please be advised that, effective January 1, 2010, KirnaZabete.com will require all new customers using a credit card issued outside the United States to complete a Credit Verification Form prior to order completion. The form will be provided by email after your order has been placed, or can be downloaded from the link above. Please submit the Credit Verification Form by fax to +00 1 (212) 941-5098 or a scan of the form can be emailed to customerservice@kirnazabete.com. This information will be kept on file for future orders, and only needs to be completed once per credit card used.

    PLEASE NOTE THAT YOUR ORDER WILL BE CANCELED AND CREDIT CARD REFUNDED IF CUSTOMER SERVICE DOES NOT RECEIVE A REPLY TO OUR REQUEST FOR ADDITIONAL INFORMATION WITHIN 48 BUSINESS HOURS.

    Please contact customerservice@kirnazabete.com with any questions, or for more information about our International ordering policies.

  • How can I track my order?

    You will receive an order confirmation once your order has been successfully transmitted. In addition, a shipping confirmation e-mail will be sent once your order has been shipped.

    This confirmation will include the tracking number for your package. You may check the status of your order at anytime by visiting “My Account” on the menu bar at the top of any page.

    Once you login to your account using your email address and password, click on “Order History” to view past orders and current orders that you have placed. From here you can determine when your order actually leaves KirnaZabete.com.

  • How can I modify my order?

    Please contact Customer Service by email at customerservice@kirnazabete.com or by phone (1-877-KZ LUVS U) to find out if it is possible to modify or cancel an existing order.

    Please be advised that once an order has been finalized we are unable to make any modifications to the order including cancellations.

  • Is shopping online secure?

    Our secure servers use advanced encryption and firewall technology to keep your personal information private. Our secure server layer (SSL) software completely encrypts the information you input so that it cannot be read as it travels over the Internet to our order management system. We have extremely strong security measures in place to protect against the loss, misuse, or alteration of your information while it is in our control.

    Kirna Zabete does not rent, trade, loan, or sell your personal information, or any other information that may identify you, to third parties. We are committed to protecting our customers' privacy. The information we collect is used solely to process your order and to enhance your shopping experience. We also monitor customer traffic patterns and site usage in order to help us refine the design and layout of the store.

    If you have any questions about our privacy and security policies, please contact us at customerservice@kirnazabete.com.

SHIPPING AND HANDLING
  • Guidelines

    Orders placed Monday-Friday before 1 PM EST will begin processing that day, excluding holidays, and will ship within 2 business days pending availability and credit verification. All orders placed after 1 PM EST will begin processing the next business day, and ship within 48 hours.

    Orders placed on Friday after 1 PM EST will begin processing on the following Monday. KirnaZabete.com will contact you with a follow-up email if the merchandise you have selected is not currently in stock or if we need additional identification provided for credit verification. We use UPS and therefore are unable to deliver to APO/FPO addresses, as well as P.O. Boxes. We do not offer Saturday delivery.

    You may be required to sign for your package upon delivery.

    DELIVERY TIME DOES NOT INCLUDE SATURDAYS, SUNDAYS OR HOLIDAYS.

  • UPS Shipping Methods and Rates

    Three UPS shipping method options are available for all orders placed for delivery within the United States:
    - UPS Ground (delivery within 3-5 business days) - $12.50
    - UPS Second Day Air (delivery on the second business day) - $20
    - UPS Next Day Air (delivery on the next business day) - $40

    Please note that these shipping times are estimates provided by UPS, and we are not responsible if your delivery is rescheduled by UPS while in transit. You may be required to sign for your package upon delivery.

    We aim to ship all orders as quickly as possible. Orders placed Monday-Friday before 1 PM ET will begin processing that day, excluding holidays, and will ship within 2 business days pending merchandise availability and credit verification. All orders placed after 1 PM ET will begin processing the next business day, and ship within 48 hours. Orders placed on Friday after 1 PM ET will begin processing on the following Monday.

    DELIVERY TIME DOES NOT INCLUDE SATURDAYS, SUNDAYS OR HOLIDAYS.

  • Manhattan Messenger Delivery

    Same-day Manhattan Messenger delivery is available Monday-Friday only for a fee of $15. Orders for Manhattan Messenger service must be placed by 1 PM ET for same-day delivery. Messenger delivery orders placed after 1 PM ET will be delivered the following business day. Please ensure that you will be available to sign for your Messenger delivery between 2PM-6PM ET. Non-deliverable items will be returned, and may incur additional shipping fees for re-delivery.

    MANHATTAN MESSENGER DELIVERY IS NOT AVAILABLE ON SATURDAYS, SUNDAYS OR HOLIDAYS.

  • International Shipping costs, methods and disclosure

    Shipping is available to Canada via UPS Standard, delivery within 3-5 business days of dispatch, for a fee of $25.

    International shipping to all other countries is available via UPS Worldwide Saver for delivery within 3-5 business days of dispatch, for a fee of $100.

    We aim to provide shipping services to most locations worldwide, but please note that UPS may have specific shipping restrictions in place on certain destinations. We will notify you as soon as possible if shipment cannot be completed to your location.

    Effective February 2, 2010, KirnaZabete.com will ship all international orders via UPS.

    UPS Worldwide Saver provides delivery within 3-5 business days of dispatch. UPS Standard offers delivery service within approximately 6-10 days of leaving KirnaZabete.com. Please note that all shipping options may not be available for every delivery location. Estimated delivery dates are provided by UPS after shipment completion.

    Please note that purchases made with a foreign bank-issued credit card may require additional processing time for credit verification. Orders may be canceled if we are unable to verify the billing information provided through the card-issuing bank. To assist in the verification process, we request that international customers select a shipping address that matches the billing information listed on the payment credit card.

    Risk of loss and title for merchandise shipped internationally will pass to you upon our delivery to the carrier. Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. You will be responsible for paying additional charges for customs clearance; we have no control over these charges and cannot predict what they may be.

    Customs policies vary widely from country to country; please contact your local customs office for further information. Additionally, when ordering from KirnaZabete.com, you are the importer and must comply with all laws and regulations of the destination country. You authorize us to designate a carrier to act as your agent with the relevant customs and tax authorities in the destination country, to clear your merchandise and advance (on your behalf) any duties and taxes owed by you.

    Your privacy is important to us, and we know that you care about how information about your order is used and shared. We would like our international Customers and Customers shipping products internationally to be aware that cross-border shipments are subject to opening and inspection by customs authorities.

    Also, we may provide certain order, shipment, and product information, such as description, to our international carriers, and this information may be communicated by the carriers to customs authorities to facilitate customs clearance and comply with local laws.

    If the order is a gift, the package is marked “Gift,” but the cost of the item is still stated on the customs form. Customs authorities require us to state the value of the gift item directly on the package.

    Refused Shipments - If you decide to refuse any shipments from KirnaZabete.com, you are responsible for the original shipping charges to you, any duties, taxes and/or customs charges that are incurred on the package (on both the original and return shipments), and the cost of returning the package to KirnaZabete.com. This amount will be subtracted from your merchandise refund.

    If you have any shipping and handling questions please contact customerservice@kirnazabete.com.

  • Do you ship to where I live?
    Shop 24-7 from anywhere in the world at KirnaZabete.com!

    Please note that purchases made with a foreign bank-issued credit card may require additional processing time for credit verification. Orders may be canceled if we are unable to verify the billing information provided through the card-issuing bank. To assist in the verification process, we request that international customers select a shipping address that matches the billing information listed on the payment credit card.

    A NOTICE TO OUR INTERNATIONAL CUSTOMERS

    Please be advised that, effective January 1, 2010, KirnaZabete.com will require all new customers using a credit card issued outside the United States to complete a Credit Verification Form prior to order completion. The form will be provided by email after your order has been placed, or can be downloaded from the link above. Please submit the Credit Verification Form by fax to +00 1 (212) 941-5098 or a scan of the form can be emailed to customerservice@kirnazabete.com. This information will be kept on file for future orders, and only needs to be completed once per credit card used.

    PLEASE NOTE THAT YOUR ORDER WILL BE CANCELED AND CREDIT CARD REFUNDED IF CUSTOMER SERVICE DOES NOT RECEIVE A REPLY TO OUR REQUEST FOR ADDITIONAL INFORMATION WITHIN 48 BUSINESS HOURS.

    Please contact customerservice@kirnazabete.com with any questions, or for more information about our International ordering policies.

  • Shipping restrictions

    We use UPS for delivery, and therefore are unable to deliver to APO/FPO addresses, as well as P.O. Boxes. We do not offer Saturday delivery. We do not deliver to forwarding addresses, which includes Aramex addresses.

    We are happy to ship to an alternate shipping address, but may require additional processing time for order verification. If you are a first-time customer and wish to use an alternate shipping address, please contact us at 1-877-595-8878 or customerservice@kirnazabete.com.

    We regret that we cannot offer an alternate-address shipping option for International Orders without performing additional credit card verification. If you are an International client who requires shipping to an alternate address, please contact customerservice@kirnazabete.com before placing your order.

    PLEASE NOTE: Some countries may have restrictions on the receipt of specific items.

RETURNS AND EXCHANGES
  • What is your return policy?
    US Returns Policy
    • Items must be returned new, in their original condition and with all garment tags still attached. Merchandise returned without the original tags attached will not be accepted.
    • All merchandise is quality-inspected prior to shipment. If you find a product to be defective, please notify our Returns Department as soon as possible.
    • Shoes must be returned in their original, undamaged shoebox as this is considered part of the product.
    • All merchandise discounted at 50% or more, or marked "Final Sale", is considered FINAL SALE. Items designated as FINAL SALE cannot be returned or exchanged.
    • To ensure that your return is adequately protected in transit, we recommend you send your items to us in the original packaging provided.
    • A pre-paid UPS shipping label is provided for your convenience. No postage is required upfront. A $10 return shipping fee will be deducted from your final refund.
    • All returns are to be registered with our Returns Department at returns@kirnazabete.com. Please note that returns cannot be accepted without a Return Authorization Number. A Return Authorization Number must be requested within seven days of order delivery. Return Authorization requests made after seven days will be evaluated based on the discretion of the Returns Department, and may be declined. See "How Do I Make a Return?" for more information.
    • A Return Authorization Number is issued solely as a preliminary return management measure. Please note that a Return Authorization does not guarantee that a return will be accepted if the merchandise is found to be damaged, missing garment tags or otherwise not in original condition. If you are returning a product due to defect, please include this information when requesting a Return Authorizaton.
    • Please contact customerservice@kirnazabete.com with any questions about our Return Policy.


    PLEASE NOTE THAT MERCHANDISE PURCHASED ON KIRNAZABETE.COM CANNOT BE RETURNED AT THE KIRNA ZABETE STORE. ITEMS PURCHASED AT THE KIRNA ZABETE STORE MUST BE RETURNED IN-STORE, IN ACCORDANCE WITH THEIR RETURN POLICY. WE APOLOGIZE FOR ANY INCONVENIENCE.

    Exchanges

    Due to the select nature of our merchandise, KirnaZabete.com regrets that we cannot guarantee availability of merchandise for exchanges. Please contact returns@kirnazabete.com for exchange assistance.

    Unreturnable Items

    Fragrances, any plastic-wrapped item, lingerie, and bathing suits are final sale and cannot be returned.

    International Returns Policy

    Due to the sometimes lengthy delivery and customs clearance time for international orders, we must require that Return Authorization requests for all international orders be made within 48 HOURS of receipt of delivery. International returns must be received within seven business days from issuance of Return Authorization. Return shipping for all international orders is the responsibility of the customer, and we strongly suggest the purchase of insurance for the full value of any return merchandise, in addition to delivery confirmation or order tracking. We cannot accept responsibility for any return merchandise that is lost or damaged in transit. For full information about international returns, please contact returns@kirnazabete.com.

  • International Returns

    Due to the sometimes lengthy delivery and customs clearance time for international orders, we must require that Return Authorization requests for all international orders be made within 48 HOURS of receipt of delivery. International returns must be received within seven business days from issuance of Return Authorization. Return shipping for all international orders is the responsibility of the customer, and we strongly suggest the purchase of insurance for the full value of any return merchandise, in addition to delivery confirmation or order tracking. We cannot accept responsibility for any return merchandise that is lost or damaged in transit. For full information about international returns, please contact returns@kirnazabete.com.

  • Where do I send my return?

    Please send your return or exchange to:

    Kirna Zabete
    Online Returns
    477 Broome Street
    New York, NY 10013
    USA
  • How do I make a return?

    To make a return, please follow these three easy steps:

    1. Email returns@kirnazabete.com to request a Return Authorization Number within 7 days of receiving your order. Please allow our Returns Department 24 business hours to process your request.
    2. Take your package to any authorized UPS drop-off location, or schedule a pick-up by calling 1-800-PICK UPS.  A pre-paid return shipping label is provided with your package.  Please note that items must be returned to UPS within 7 days of receiving your Return Authorization.
    3. You will receive email notification once your return has been received and processed.
  • When will my credit card be refunded?

    All correctly returned products will be credited as either a store credit or a refund to the original purchaser’s credit card excluding all applicable shipping costs. Once your package has been received at KirnaZabete.com, your refund will be processed in the original form of payment within five business days.

    You will be notified via email to the address listed on your account when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the refund request from KirnaZabete.com.

  • Gift Returns

    If you have received an item as a gift, you may exchange it for a store credit to your KirnaZabete.com account. You will need to register your details with customerservice@kirnazabete.com.

    This is valid for one year and will be applied to your next purchase. Please be aware that you may be required to pay any cost difference and additional shipping, taxes, and import duties.

GIFT SERVICES
  • What gift wrap/box services do you offer?

    KirnaZabete.com will gift box your order providing you select this option at the time of purchase. Gift wrap service is subject to a $10 charge, in addition to any other applicable shipping and handling fees. This gift service includes a matte finished white structured gift box with our red logo and the item(s) wrapped in tissue inside the box.

    You are asked at checkout to include a gift message if you desire. This message is printed on a gift card, and included with the gift box. The recipient will receive a blank invoice with the return/exchange form. Footwear cannot be gift boxed.

  • How do I purchase a gift certificate?

    Gift certificates are available for purchase online. We offer gift certificates in the predetermined dollar amounts featured on our site.

    You may add this item to your cart and proceed to checkout for purchase. Gift certificates are delivered using USPS, with no shipping charges. You may choose to have your gift certificate shipped using another shipping method at an additional cost.

  • How do I redeem my gift certificate?

    To make a purchase using your gift certificate you must first register on our site. (see “how do I register”). At the checkout screen you will be able to enter your gift certificate number in the field “Redeem your gift certificate”.

    This will deduct the full amount of the gift certificate from your order total. If your gift certificate is more than the total purchase, the total purchase amount will be deducted from your gift certificate, and you will be able to use the remaining amount for future purchases.

CONTACTING KIRNZABETE.COM
  • By E-Mail

    For help with orders, and general questions about KirnaZabete.com: customerservice@kirnazabete.com

    For additional merchandise information, size guidance, and product recommendations:
    stylist@kirnazabete.com

    For returns:
    returns@kirnazabete.com

  • By Phone
    For all customer inquires please call: 1-877-KZ LUVS U (1-877-595-8878) Monday-Friday 10:00AM-7:00PM Eastern Standard Time