Proenza Schouler | Returns & Refunds | Official Site

Returns and Refunds

Returns Policy

We want you to be completely satisfied with your purchase. If you are not satisfied with your purchase, you may return it according to our Returns Policy.

Proenza Schouler will gladly accept timely returns of unused, unworn, unwashed, unaltered, and undamaged items within 14 days of the date on which items are delivered to you. You may also return any pre-ordered items within 14 days of receiving the items. Your items must be returned in the original packaging, including any boxes, hangers. The designer hangtag must remain attached to the garment during the try-on process. If the hangtag is removed and reattached, we will be unable to accept the item for return. Any designer packaging such as authenticity cards, dust bags, and leather tags must also be returned as they are considered part of the product. Footwear and accessories must be returned unmarked and unscuffed in the original undamaged boxes provided and inside a protective shipping box. If the item comes with a security tag this must be left on. If removed the item will not comply with the Returns Policy and will not be refunded. We can only collect returns from the same country/region to which your order was delivered. If you have returned an item from a country/region other than your delivery country/region, additional import duties may be applied. Due to our return process, we highly recommend you use our Return Shipping Label to ship back your item(s) in order for us to process your return. If you are unable to create a return label in your account, please contact our customer support at client.services@proenzaschouler.com before shipping your items back.

Due to its customized nature, bespoke handbags, books with autographed cards, and customized or monogrammed items are final sale and may not be returned. Due to sanitary reasons, masks and masked turtlenecks are final sale and may not be returned.

At this time, we are unable to accept returns for online orders in store.

How to Return Your Order

Registered Users

We recommend that you return Products in their original packaging to ensure the necessary protection when in transit. Instructions for the return of the Product(s) will be included with the delivery package.

  1. Log in to ‘My Account’ at proenzaschouler.com. 
  2. Go to ‘Orders & Returns’ and find the order you would like to return and select ‘Book a Return’. 
  3. Within the order summary, select the item(s), reason and number of packages to return. 
  4. Follow the steps available at the ’My Account’ to confirm your return. 
  5. Upon confirmation of your return details you will be supplied with a Returns Invoice and a Return Shipping Label.
  6. By using the Return Shipping Label, a return fee of $8.00 USD will be deducted from your refund. Due to our return process, we highly recommend you use our Return Shipping Label to ship back your item(s) in order for us to process your return. If you are unable to create a return label in your account, please contact our customer support at client.services@proenzaschouler.com before shipping your items back. If you choose to return using your own shipping label, additional import duties may be applied, and Proenza Schouler is not responsible for any lost or misrouted packages.
  7. Depending on where your package is shipped from and to, your return will be sent through UPS or DHL:

• If your Return Shipping Label uses UPS, drop off your shipment at your nearest UPS store or UPS Drop Box. We recommend requesting UPS to scan the package upon drop-off.

• If your Return Shipping Label uses DHL, when booking your return on the website you will be provided with our free booking return service. In this case, follow the steps to schedule a suitable pick-up time and confirm your collection address. Our DHL carrier will pick up your shipment at the place and time that best suits you. We can only collect returns from the same country to which your order was delivered.

Note: If you are shipping to a country in the European Union, exercise your right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCRs). If you choose this option you will be refunded the full price for the Product(s) (subject to our Returns Policy) and the cost of standard delivery but will be liable for the organization and cost of returning the Product(s) to us. Please note that if you choose a premium or express shipping service, you will only be refunded for standard delivery. Except in relation to certain types of Products (as set out above), you may cancel a contract at any time before your order is delivered and up to 14 days afterwards, beginning on the day after you received the Products ("cooling-off period"). 

Guest Users

If you placed your order using guest checkout, please contact our customer care to book your return.

Canceling an Order

To cancel a Contract, you must clearly inform us, preferably:
•   by following our returns instructions found in our Returns Policy; or
•    by email at client.services@proenzaschouler.com or by telephone at +1 347 983 6556 (US) / +44 1473 921468 (UK), giving us your name, address and order reference.

If you cancel an order (or part of an order) during the cooling off period, you must return the Product(s) within 14 days after the day on which you notify us of the cancellation and comply with the Returns Policy.

If you cancel a Contract between us within the 14 day cooling-off period (see above), we will process the refund due to you as soon as possible and, in any case within 14 days after the day on which we receive the Product(s) back or (ii) if earlier, the day on which we receive evidence that you have returned the Product(s) to our returns address.

We will refund the price of the Product(s) in full (subject to any deduction we are entitled to make due to your use of or damage to the Product(s)), including the cost of standard delivery. However, we will not refund your cost of returning the Product(s) to us, and you are responsible for those costs. We will refund any money received from you using the same method originally used by you to pay for your purchase, unless agreed otherwise.

Exchanges

At this time, we do not accept exchanges. If you need a different color, item or size, we recommend ordering the desired size while it is still in stock and shipping back your return.
 

Newsletter
Subscribe to receive an exclusive welcome offer at proenzaschouler.com.
By signing up, you agree to our Privacy Policy and our Terms and Conditions.
Follow Us
  • Amex
  • Apple Pay
  • Discover
  • Klarna
  • Master Card
  • PayPal
  • Visa