FAQ

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!

Not sure what size you are? General size charts can be found on each product page.

However, sizing varies by designer. The KZ team is here to help you look and feel your best! Chat with one of our stylists via the “chat with us” icon below on size, fit, or how to style. You can also reach out to customerservice@kirnazabete.com for any more information.

We accept PayPal, Apple Pay, Amazon Pay, Klarna and ShopPay as well as the following credit cards: Visa, MasterCard, American Express, and Discover. If you have an online store credit or a gift card, you are also able to apply the balance to your purchase. Please note that in-store credits can not be applied to online orders. 

With ShopPay and Klarna pay in full at checkout or split your purchase into 4 equal installments*. Make debit or credit card payments every two weeks or turn on automatic payments. No hidden fees, no interest, no late fees, and no impact on your credit score.

*ShopPay payment options are offered by Affirm and are subject to an eligibility check. Not available in New Mexico. CA residents: Loans by Affirm Loan Services, LLC are made or arranged pursuant to a California Finance Lender license.

Online promotional codes are only applicable to full-priced items online and cannot be used in stores.

Please note that exclusions apply to Gift Cards, Sale, Special Orders, Home and the following designers:

Akaila Reid, Alaïa, Anne Sisteron, Ara Vartanian, Audrey Cohen, Casa Castro, Bea Bongiasca, Bottega Veneta, CCWW By Christina Puchi, Cleison Roche, Dany Chady, GuitaM, Jen Hansen, Ju Bochner, Karma El Khalil, Kelly Svensson, Libertine, Loewe, Love Thy Rival, Olsen K, Pamela Love, Prasi, Totême, Ritique, Ruth Grieco, Saint Laurent, Sauer, Valentino, Zahava, Zimmermann

Promotions cannot be combined with other offers and must be used by the date provided. Limit 1 per customer, per order.

Products marked as "Final Sale" cannot be returned or exchanged.

Price Matching

Price matching is determined on a case-by-case basis. 

Sale Price Adjustments

Price adjustments may be made on new sale items that were purchased for full price within 24 hours of purchase. The item must be identical in size and color and in-stock on www.kirnazabete.com. To inquire about a price adjustment, please email customerservice@kirnazabete.com. 

No price adjustments will be provided for items purchased on sale or promotion.

If you need to 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.

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.

Please reach out to customerservice@kirnazabete.com if you would like to place an order with an item that needs to be inquired for.

Physical gift cards are available for purchase on kirnazabete.com and can be both online or at any of our 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!

If you've returned product, the refunded amount will return to the gift card. Please note you can only refund back to gift cards 3 times.

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

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.

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.

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.

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.

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!

Free Ground Shipping and Returns on Orders Over $500, before tax. Offer valid within the U.S. only, to the 48 contiguous states. We are unable to deliver to APO/FPO addresses or P.O. Boxes.

We partner with DHL 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 10-16 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. If interested in returning, please keep in mind you may be subjected to pay for taxes and duties once again.

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 48-72 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.

Kirna Zabete has partnered with DHL to ship worldwide. We regret that we are unable to refund shipping or duties/taxes on internationally shipped orders on returns. Standard shipping results in orders being processed within 2-3 business days (excluding weekends and holidays), and being delivered within 5-7 business days after processing. PO Boxes are not allowed.

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.

In-store pickup is complimentary. To see which store has stock available for a specific item please click on "SELECT A STORE FOR PICKUP" on the product page.  If you would like to pick up your order, please click “Pick up” and select one of our stores at online checkout and we will notify you when your order is ready.

Standard policy: All eligible returns must be returned within 14 days of receiving your order. Returns requested after this window will not be processed. Please email customerservice@kirnazabete.com with any concerns and always include your order # in the subject line.

Please email customerservice@kirnazabete.com with your reason for returning and we will then send you a return shipping label.

Please note that free returns only apply to orders above $500.

Please email customerservice@kirnazabete.com to inquire for a return label. Return labels must be provided by Kirna Zabete. Use the original packaging to return the item, or risk the return coming back damaged and unacceptable. Please note that if returns are lost, we are not responsible to compensate you if the label was not provided by Kirna Zabete.

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. Masks and items discounted at 60% off or more are FINAL SALE and cannot be returned or exchanged. 

If items are soiled, damaged, worn, used or in other than as received condition, they will be returned to the customer.

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. 

CLOTHING: Please neatly fold the clothing item you want to return wrapped in the original tissue. 

SWIMWEAR: Please try on all swimwear over underwear for sanitary reasons. All returned merchandise must be in "as-received" condition with tags and panty liners in place. 

SHOES: When trying on shoes, please do not scratch the soles or mark the shoe box. We advise that you try the shoes on a carpet. 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.

Please note that returns that are in dry cleaning bags or dry cleaning supplies will not be accepted.

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.

Merchandise returned within 10 days with original receipt will be accepted for exchange or store credit only. No cash or credit card refunds. All sale items are final sale.

To return your item(s) use the return label sent through Customer Service, and send your purchase back in its original packaging. If you received your order in multiple packages, you may send your item(s) back in one box with all packing slips included. You can then drop off your package to any authorized UPS drop-off location.

Please note that we cannot guarantee return using a shipping method other than the label we provide. For any return questions you may email customerservice@kirnazabete.com

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.

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 72 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.

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. Note that it can take up to an additional 10 days to see the credit on your original form of payment.  

You will be notified via email to the address listed on your account when this transaction has taken place.

If you wish to exchange an item, please email customerservice@kirnazabete.com with your order number and the size you want to exchange the original one for. 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. Please keep in mind that we only do even exchanges. Exchanges will not be accepted for final sale items.