How do I place an order?
It's incredibly simple to place an order on myKenza.com.
1. Browse: Explore our clothing listings at the top of the page, or use the magnifying glass icon to expand the search box and find specific items.
2. Select & Add to Cart: Once you've found your desired product(s), choose your size and click 'Add to Cart.'
3. Checkout: Review your cart and proceed to checkout.
4. Details: You'll be prompted to register your personal details or continue as a guest. Enter your delivery and billing addresses, and select your preferred delivery method.
5. Purchase: Complete your order by proceeding to purchase.
6. Confirmation: You'll receive a confirmation email from myKenza.com. A second email with tracking details will be sent once your order is dispatched.
Do I need to create an account to place an order?
No, you don't need an account to buy something from us. But if you do register, you'll unlock some great perks:
• Save and manage payment methods and addresses for faster checkout.
• Add products to your Wishlist.
• Review past orders.
I forgot my password. How can I reset it?
If you've forgotten your password, no worries! You can reset it by following the 'Forgotten Password' instructions on the 'Sign In' page.
What are the accepted payment methods?
Currently, we only accept cash on delivery (COD). A delivery fee of up to $5 will apply, which may vary slightly depending on your specific location.
What are the accepted currencies?
Currently, we only charge purchases in LBP and USD.
When can I expect my order to arrive?
We aim to provide the fastest and most convenient delivery service, with an estimated delivery time of 2-5 days.
How much is delivery?
A delivery fee of up to $5 will apply, which may vary slightly depending on your specific location.
Which countries does myKenza deliver to?
We currently deliver exclusively within Lebanon.
How can I track my order?
1. Order Processing: As soon as you place your order, you'll receive an email confirming we are processing it.
2. Dispatch Notification: Upon dispatch from our warehouse, we will contact you (via email, WhatsApp, or SMS) with a link to track your order.
3. Delivery Flexibility: Our delivery partners will offer you the opportunity to choose a suitable time and provide delivery instructions.
Can I change the delivery location after checkout?
Yes, you can contact our support team via WhatsApp (+96170771168) and provide the new address details.
What are the duties/taxes incurred on my order?
All prices displayed on the site include taxes, and a breakdown will be shown on the invoice.
How can I cancel an order?
You can cancel your order depending on its status:
• Before Shipping: If you wish to cancel your order before it has been dispatched, please contact our support team via WhatsApp (+96170771168) or email at [email protected] within 24 hours of placing the order.
• After Shipping: If your order has already been shipped, we can still process a cancellation for you. Simply contact our support team, and they will guide you through the cancellation process. Please note that once an order has been shipped, a delivery charge of up to $5 (depending on your location) will be applied and must be paid by the customer.
Can I exchange an order?
Customers may exchange purchased items within 30 days from the delivery date for full-priced items or within 15 days for sale items, under the following terms:
a) How to Exchange: Items purchased online can be exchanged by contacting our support team or by visiting one of our stores:
1. U.S. POLO ASSN.: ABC (Achrafieh, Dbayeh, Verdun), Beirut City Centre, Citymall, and Centro Mall
2. GERRY WEBER: ABC (Achrafieh, Dbayeh, Verdun), and Beirut City Centre
3. IPEKYOL: Beirut City Centre
4. MORE & MORE: ABC Dbayeh
5. SUGARFREE: ABC Dbayeh
b) Condition of Items: All items must be accompanied by the original purchase receipt and be in their original packaging, with labels/tags attached as received (odorless, unaltered, unused, and in fully saleable condition).
What is your refund policy?
At My Kenza, we do not accept returns or offer refunds for purchases. Instead, we provide two options for our customers:
• Order Cancellation: You have the option to cancel your order before it has been shipped. Please refer to our "How to Cancel an Order" section for full details and conditions.
• Exchanges: We are happy to facilitate exchanges for purchased items. For information on how to exchange an item and the specific conditions that apply, please refer to the "Exchanges" section within our Policy Overview.
What’s my size?
Getting the right fit can be tricky, which is why we provide sizing guides for each product category. The guide includes a comparison of standard international sizes.
What happens if I receive a damaged product?
We meticulously inspect every product before it leaves our warehouse to ensure top quality. If, unfortunately, your item arrives damaged, please contact our support team at (+96170771168) (between 10 AM and 4 PM) or send an email to [email protected].
For more detailed information regarding damaged items and manufacturing faults, please refer to the "Faulty Goods" section within our Policy Overview.
I’d like to chat. How can I contact customer care?
Our dedicated support team is always on hand to help. For order information or general inquiries, you can contact us via WhatsApp at (+96170771168).
Is my personal information safe?
We prioritize the security, integrity, and privacy of your information. When you place an order or access your account, we use Secure Socket Layer (SSL) encryption to protect your data. We also ensure that our third-party partners maintain strong security measures for your personal information.