FAQ

Shopping KZ.com

How To Shop

Kirna Zabête offers the best edit of the best designers of today and tomorrow. If you know what you are looking for, you may want to use the search bar in our top menu navigation.

If you are browsing, use the links in our top menu navigation to explore our edit by collection or by designer. For more fashion ideas, visit our Shop By Style collections, or get inspired by our blog, From K to Z.

Once you have found an item you would like to purchase, select your size (if necessary), and click on “Add to Bag” from the product’s page. You can then review all of the items in your shopping bag by clicking on the shopping bag icon or clicking “Continue to Purchase.”

If you change your mind about an item, you can either remove it from your shopping bag, or add it to your wish list to save it for a later shopping trip.

When you’re ready to enter in your billing and shipping information, select “Continue to Payment Method”

Modify Or Cancel an Order

If you need to modify or cancel your order, please email customerservice@kirnazabete.com as soon as possible. If your order has already shipped, we unfortunately will not be able to make any modifications.

Item Availability

We make every effort to ensure that the products you see online are available to purchase. If your order does happen to go through with an item that is out of stock, we will reach out to let you know as soon as possible and offer replacement options if available.

Additionally, we are also happy to notify you if a sold-out item you wish to purchase becomes available in the future. Just let us know!

Sizing Information

Not sure what size you are? General size charts can be found on each product page. However, because sizing does vary between designers, please do not hesitate to contact us at customerservice@kirnazabete.com if you need additional information about the item you are interested in.

Payment Methods

We accept PayPal, Apple Pay, Shopify Payments and Klarna as well as the following credit cards: Visa, MasterCard, American Express, and Discover. If you have a store credit or a gift card, you are also able to apply the balance to your purchase.

Security

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 Zabête 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.

Gift Services

We are happy to gift wrap your purchase! Please email customerservice@kirnazabete.com if your purchase is a gift.

Gift Cards

Physical gift cards are available for purchase on kirnazabete.com and can be both online or at any of our four stores. If you would like a virtual copy of your gift card, please contact us at customerservice@kirnazabete.com after you have placed your gift card order. If you wish to purchase a gift card in an amount that is not listed, just let us know!

Promotions

If you have a promotional code, you may enter it in the box provided at checkout. Please note that some exclusions may apply, and unfortunately we are only able to accept one promotional code at a time.

Pre-Ordering

A select number of highly exclusive styles are available for pre-order on KirnaZabete.com. These items are not currently in stock but will become available soon. Because of their exclusivity, when you order an item marked "Pre-Order" you will be charged the full amount at the time of purchase including taxes and shipping. You will receive our standard order confirmation email, but we will reach out to you via email once your item is in-stock and again once it has been shipped to you. You may cancel a pre-order purchase before it ships. Once the item has shipped, however, our standard return policy applies. Unfortunately, promotional codes are not eligible to be used on pre-order items.

Your Account

Creating An Account

Creating account allows you to save your favorite items in a wish list, keep track of your past orders, save addresses for quicker checkout in the future, and more! To create an account, click here, and follow the directions on the page.

Changing/Forgotten Password

To reset your password for any reason, click here. You will receive an email with instructions on how to securely create a new password. Passwords are case sensitive and should include a number and symbol for maximum security. If you need assistance resetting your password, please contact customerservice@kirnazabete.com.

Address Book

Take advantage of your Address Book to make the checkout process easier. Access your Address Book from your Account Dashboard and store any billing or shipping address you may want to use in the future

Wish List

Keep track of your favorite items. You can add an unlimited number of items to your Wish List directly from item product pages. Please note that items in your Wish List are not reserved and can still sell out if you don’t act quickly!

Managing Subscriptions

Our newsletter subscribers are the first to know about KZ’s newest arrivals, the latest trends, styling tips, and VIP promotions. You can opt-out at any time from the “unsubscribe” link found at the bottom of any marketing email.

Shipping & Handling

Processing Time

Orders are processed Monday through Friday, 10am to 5pm and are fulfilled from our Soho warehouse. In some cases your order may contain merchandise coming from our other locations. For this reason, please allow up to 24-48 hours of processing time on any order before shipment. Orders are prioritized based on shipping speed selected. Please call us if you would like a more accurate estimate of when you may receive your order.

Shipping Rates Within the U.S.

For shipping within the U.S., three UPS shipping rates are available:

UPS Ground (delivery within 3-5 business days) - $10

UPS Second Day Air (delivery on the second business day) - $22

UPS Next Day Air (delivery on the next business day) - $44

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.

We are unable to deliver to APO/FPO addresses or P.O. Boxes.

In-Store Pickup

In-store pickup is complimentary. If you would like to pick up your order, please select one of our four stores at online checkout and we will notify you when your order is ready.

International Orders

We partner with UPS to ship to over 200 countries worldwide! Shipping rates, duties and taxes are automatically calculated at checkout based on your shipping address. Orders typically take up to 3-5 business days to arrive. Unfortunately, we are unable to offer overnight shipping service internationally.

We regret that we are unable to refund shipping or duties/taxes on internationally shipped orders on returns.

Order Tracking

Once your order has shipped, you will receive a shipping confirmation email that contains a tracking number. Please contact us at customerservice@kirnazabete.com with your order number if you do not receive your shipping confirmation email and we will be happy to resend it.

Returns & Exchanges

Return Policy

All eligible returns must be returned within 14 days of receiving the item. Please email customerservice@kirnazabete.com and we will then send you a return shipping label.

Please use the original packaging to return the item, or risk the return coming back damaged and unacceptable.

To be eligible for return, items must be returned new, unused, in their original condition and with all KIRNA ZABÊTE and designer garment tags still attached. Merchandise returned without the original tags attached will not be accepted and will be sent back. Swimwear and items discounted at 50% off or more are FINAL SALE and cannot be returned or exchanged. 

Additionally, repeated returns made by customers will be monitored and your account may be suspended.

If you are still deciding whether or not to keep an item please take extra care with the following:

BAGS: Please handle light-colored bags with caution as dark clothing can transfer dye to light-colored goods.

SHOES: When trying on shoes, please do not scratch the soles or mark the shoe box. Returns must also include the dust bag and undamaged shoebox, as these are considered part of the product. Please place the shoe box inside of the original shipping box in order to prevent damage to the shoe box during shipping.

BOOKS: Must be returned with the protective cover and packaging.

TECHNOLOGY: Must be returned in the original packaging.

COLORS: We have made every effort to display the colors of our products that appear on KIRNA ZABÊTE as accurately as possible. However, as computer monitors, tablets and mobile devices vary, we cannot guarantee that your monitor's display of a color will be completely accurate.

Lastly, all merchandise is quality-inspected prior to shipment. If you find a product to be defective, please email customerservice@kirnazabete.com as soon as possible.

Returning a Gift

If you have received an item as a gift, you may exchange it for store credit. Please contact us at customerservice@kirnazabete.com for assistance.

Exchanges

If you wish to exchange an item, please email customerservice@kirnazabete.com with your order number. If the item you wish to exchange is in stock, we will be able to place the item on hold and ship it out to you once we receive your return.

How To Request A Return Or An Exchange

To request a return or exchange email customerservice@kirnazabete.com with your order number and indicate which item you wish to return. We will then send you a return shipping label to use to send your purchase back in its original packaging. You can then drop off your package to any authorized UPS drop-off location.

Please note that we cannot guarantee returns sent using a shipping method other than the label we provide.

Return Processing Time

All correctly returned items will be credited as either a store credit or a refund to the purchaser’s original payment method excluding return shipping costs. Once we have received and accepted your return you can expect it to be processed within 3-5 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. Please contact your bank with additional questions.

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. 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. We regret that we are not able to refund international shipping charges nor any duties/taxes paid for both outgoing shipments and returns.

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