Email

We strive to reply you within 24H during business days.
Email us

Phone

Speak to one of our Ambassadors at:

+1 646 889 1961
+1 646 889 1961
Mon-Fri 9am-8pm EST
Call us
  • Order Status
    Order being prepared: the order has been confirmed and we have already sent a confirmation email with the Order Number.

    Order has shipped: as soon as the order is shipped from our warehouse, we will send you a confirmation email with the Tracking Number to track the delivery.

    It is possible to check the order status at any time by entering the Order Number in the Follow your Order page. You can also find all information related to your orders in the My Account area.
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  • More than 24 hours have passed and I still haven't received an Order Confirmation email. What should I do?
    Check your spam folder and make sure that confirmation@store.ysl.com and shipping@store.ysl.com are in the safe senders list of your email account. This will prevent the anti-spam filter from blocking future communications. If this does not work, contact us.
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  • Shipping Times and Costs
    Standard Shipping AVERAGE DELIVERY TIME: 4-8 WORKING DAYS COMPLIMENTARY
    Express Shipping AVERAGE DELIVERY TIME: 2-4 WORKING DAYS USD 22
    Next day Shipping In the morning of the next working day for orders placed by 2 pm EST USD 25
    Saturday Shipping Next Saturday for orders placed by Friday at 2 pm EST USD 30


    Please note that if the item is stored outside our U.S. distribution center, the order processing begins one business day after the order is placed due to the time difference between north america and europe, where most of our products are shipped from.

    Your order is then shipped from our european warehouse to our distribution center in the USA. On average, this takes 2-3 business days. Once your order is dispatched to your address from our US distribution center, you will receive a shipment confirmation email with a ups tracking number. Please visit my order to check the most up-to-date status of your order.
    Some locations in Alaska and Hawaii may require additional days for delivery.
    UPS is our courier for all shipments.

    For security reasons, Saint Laurent online purchases will require a signature upon delivery.

    Upon delivery, please make sure that the number of boxes delivered are as stated on the delivery confirmation document, and that the package is not damaged in any way. Any damage to the packaging and/or the product or any discrepancy between the number of boxes delivered, should be immediately notified by indicating in writing on the courier’s delivery documents.

    Our warehouse is closed for these holidays. Please plan accordingly as orders will not be shipped out on these dates. All orders are processed automatically and we are unable to expedite or delay shipping times.

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  • Can I choose a delivery date/hour?

    Unfortunately, it is not possible to choose a specific date and hour.
    You can try to contact the UPS (www.ups.com) directly to organize a possible delivery date.

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  • What should I do if my order hasn’t been delivered yet?
    If your order has not been delivered within the estimated period, we suggest that you:
    • check the order status in the Orders & Returns section of your My Account, or by entering the Order Number from the confirmation email in the Follow your Order page
    • check that the address indicated for the delivery is correct
    • in the case of a missed delivery, contact UPS (www.ups.com).
    For further assistance, contact us: we are happy to assist you.
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  • Where is my order?
    You can check the status of your order and track its delivery at any time. Enter the order number that you received via email and in the Follow your Order page. Moreover, you can find all information related to the order in your My Account.
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  • Shipping Restrictions

    At this time we are unable to ship orders to General Delivery, P.O. Boxes, APO, FPO, U.S. territories. Orders made to any of these addresses will be cancelled.


    The delivery address of your order must match the country site in which you place your order. Orders made from a different country site than the delivery address will be automatically cancelled. Please select the correct country site for your order from the link in the corner of every page.

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  • How can I request a gift wrapping?
    All YSL.COM orders are gift wrapped in signature packaging and shipped securely in a cardboard box.
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  • Ordering on YSL.COM
    To make purchases on YSL.COM we invite you to register first.

    Item search
    To easily browse our catalog, select a category from the navigation menu or discover our selections on the Home Page. To find something more specific, use our filters or the website's internal search.

    Product information
    On each product page, you will find all available sizes and colors, a description and the composition of the item. Click on the product image to zoom in and see all of the details.

    How to order
    • from the item page, select the desired color and size of the product
    • add the product to your Bag
    • once you have finished shopping, click on Bag
    • select a shipping method and a payment method
    • enter your shipping details and on the following page, your payment details
    • check that the information you entered is correct and click "Purchase"
    Within several minutes, you will receive a confirmation email with the details of your order. From this moment on, our warehouse will take care of everything and as soon as the order ships, we will notify you with another confirmation email.
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  • Can I change my order and add other products or remove them?
    If you wish to add or remove items from your order, we will need to cancel the existing order and place a new one. Once the order reached the distribution centre it may not be possible to complete the request, however please contact us for assistance and we will do our best to help.
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  • Can I cancel my order?
    Once the order reaches our distribution centre it may not be possible for us to complete any cancellation requests made. However, please do not hesitate to contact us with any cancellation request and we will do our best to help.
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  • Technical Help
    Our website is best viewed with the latest versions of the major browsers. Make sure that you have installed the most updated versions of the browsers that you most frequently use.

    If you experience navigation problems, we suggest that you:
    • eliminate any Cookies and Temporary Files from your computer
    • verify that Javascript is enabled.


    If the problem persists, please contact us with the following details:
    • your operating system (Windows Vista, Mac OS X, etc.)
    • Internet browser and version (Chrome, Internet Explorer 11, Safari, Firefox, etc.)
    • the URL that you were trying to access (for example, https://www.ysl.com).
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  • Can I shop from my Mobile device?
    Of course, you can navigate the mobile-optimized version of our website.
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  • Pick up in Boutique
    Saint Laurent offers you the possibility to pick up for free in a boutique the items you ordered online.

    During the checkout process select "Pick up in boutique" and choose which boutique you would like to have your order delivered to. You will receive an email as soon as your order is ready to be picked up at the boutique.

    In order to pick up your order, you will need to bring with you:
    • A valid id
    • The shipping confirmation email (printed or on a mobile device).
    Please note that it is not possible to pick up the parcel on someone's behalf.
    If the item is not picked up within 15 days of delivery to the boutique, the order will be returned to our warehouse and we will issue a refund.

    At the moment the service is available in the following boutiques:

    YSL GEARY STREET
    110 GEARY STREET
    SAN FRANCISCO, CA 94108 (US)
    00 1 415 765 0975
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  • Can I use my own return service?

    You can certainly use a different courier than the one that delivered the package. Please send the return to the following address:

    YOOX NET-A-PORTER GROUP
    125 DELAWANNA AVENUE
    CLIFTON, NJ 07014
    NEW JERSEY​

    Keep in mind that if you do not use our return label, YSL.COM is not responsible for any theft or loss during transport; therefore, we suggest you choose a trackable shipping service.

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  • Return Policy

    Enjoy complimentary returns.

    You can return any item purchased on YSL.COM within 30 days of the delivery date. Here’s how:

    1. Fill out the return form.
    2. Make sure the merchandise you return is in its original condition, tags and packaging included, otherwise we will be unable to accept your return and issue a refund.
    3. Use the pre-paid ups return label included in your order and leave the package at a ups drop-off location.


    Due to merchandising restrictions, all returns must be shipped from the same country they were purchased from.
    Once your package reaches the warehouse, please allow 3 to 7 business days (depending on peak times) for your return to be processed. If your return does not meet the conditions listed, the package will be sent back to you. When your return has been accepted, your refund will be issued and you will receive a confirmation email.

    For further information on the conditions for exercising your right to return, please see the Legal area.

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  • Where is my return?
    You can check the status on the Follow your Return page.
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  • I lost my return label. How can I get a new one?

    If you lost the pre-addressed return label, contact us.

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  • Can I combine returns from different orders?
    Sure, you can use the same box and pre-addressed label.

    You can find more information about our return procedures on the Return Policy page.
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  • I decided to keep my order, but have already completed the Return Form. What should I do?
    We are glad you decided to keep your purchase. Don't worry: you don't have to do anything and there is no need to contact us.
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  • Exchanges
    If you wish to change the size and/or color of an item that you purchased, you can do so at no additional cost.

    Fill out the Return Form, choose the “Exchange” option and select a replacement size and/or color from those available: we will then hold the item for you and as soon as we receive your return, we will ship it to the address from your original order. You will receive a Shipping Confirmation email when the package has been dispatched.

    You can exchange the size and/or color of an item one time only, but you can always return it by following the instructions in our Return Policy.
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  • Refunds
    We usually accept returns within 3 business days of their arrival at our warehouse; once your return has been accepted, we will immediately request reimbursement and send you a confirmation email. The time needed to process your refund may vary based on the payment method used:
    • Credit Card: our bank will reimburse you within 7 business days of the Return Acceptance Confirmation email. The time it takes to restore the credit back to your account depends on the Credit Card Issuer.
    • PayPal: You will see the refund in your PayPal account within 24 hours of the Return Acceptance Confirmation email.

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  • Where can I check my refund status?
    You can check the status on the Follow your Return page.
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  • Can I receive my refund on a credit card that is different from the one I used for the order?
    For security reasons, we cannot refund a credit card that is different from the one used for the purchase.
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  • Payment methods
    YSL.COM accepts the following payment methods:
    • Credit Card: Visa, MasterCard, American Express, Discover and JCB; Visa Electron; pre-paid credit cards.
      The total will be charged to your card when the order is shipped.
      YSL.COM features a Fast Checkout option, allowing you to save your credit card details so that you don't have to re-enter them for future purchases.

    • PayPal: easily shop online without having to enter your credit card details on the website.
      Your account will be charged once the order is completed.
      To register for a new PayPal account, visit the website paypal.com

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  • Why can't I complete my order?
    Please verify that you have correctly entered the data for your selected method of payment. If you are paying with a credit card and the problem persists, we suggest contacting your Credit Card Issuer. Need further assistance? Contact us and we will be happy to assist you.
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  • When will my credit card be charged?
    As soon as you complete your order, authorization for the necessary payment will be requested automatically to verify the validity of the credit card and availability of funds. The card is not charged at this time: the actual payment is completed when the order is dispatched, at which point you will receive a notification email.
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  • Why is the amount I paid different from the amount of my order?
    The charged amount will correspond exactly to the value of the articles that have been dispatched from our distribution centre.
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  • Why did you charge me twice even though I placed only one order?
    YSL.COM guarantees that your credit card will be charged only once for the amount of an order. It is possible that the amount may be shown twice on your statement: the first entry corresponds to the payment authorization request that is made when you place the order; the second confirms the actual charge processed at the time of dispatch.
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  • Tax Information and Invoices

    Sales tax is applied to your order in accordance with individual state and local regulations if your shipping address is in a state where retail stores, company establishments or one of our partners are located.

    For this reason, sales tax might be added to your merchandise total and displayed on the payment page of the cart.

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  • Tax Free Shopping for Diplomats: how can I request a VAT refund?
    To request a VAT refund as a Diplomatic Agent, it is necessary to send the following documentation to our offices:
    1. a copy of a valid form of identification
    2. a copy of the invoice for which you are requesting a VAT refund
    3. a declaration from the relative Governmental Authority attesting that you possess the requisites to obtain the refund.


    Documents should be sent to:
    YOOX NET-A-PORTER GROUP
    CUSTOMER CARE
    VIA NERIO NANNETTI 1
    40069 ZOLA PREDOSA
    BOLOGNA, ITALY

    Once we have verified the details and documentation provided, we will refund the VAT amount to your original method of payment.
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  • Payment Security
    On YSL.COM, every purchase is made with maximum security thanks to the use of VeriSign and ATW-certified secure servers and the implementation of the most advanced encryption services (SSL). We only use protected connections, as demonstrated by the "https" URL prefix and the lock symbol that appears in the browser's address bar.

    To safeguard your credit card purchases, you will always be asked to enter your CVV code for every order. Our Payments department may carry out anti-fraud checks before approving the transaction and for greater protection, they may contact you for further details before confirming the order.
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  • Why did you charge me twice even though I placed only one order?
    YSL.COM guarantees that your credit card will be charged only once for the amount of an order. It is possible that the amount may be shown twice on your statement: the first entry corresponds to the payment authorization request that is made when you place the order; the second confirms the actual charge processed at the time of dispatch.
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  • I cannot log into My Account. What should I do?
    All accounts created on YSL.COM are exclusively registered to website country of creation and cannot be used to place orders outside of this location. To place an order outside of the country saved to your account, a new account must be created within website country you wish to ship to, using a different email address and password to the account previously created. For further assistance, please contact us. If you have forgotten your password, click the "Forgot your password?" link on the Login page and follow the procedure as outlined to change it.
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  • Can I change the Country of My Account?
    To transfer your account to the site of a country which is different from the one you registered with, please contact us.
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  • How can I delete my account?
    If you want to cancel your My Account, please contact us.
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  • Newsletter
    Subscribe to our Newsletter and you can:
    • be among the first to discover the latest news from YSL.COM
    • access promotions reserved exclusively for our customers
    • receive our style tips
    …and much more.

    You can subscribe from the footer in every part of the webiste, by entering your email, or directly when registering with My Account.
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  • I don't receive your Newsletter. What should I do?
    Try adding the "newsletter@news.ysl.com" address to the safe senders list of your email account; this will prevent the anti-spam filter from blocking future newsletters. If this doesn't work, contact us.
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  • How can I unsubscribe from your Newsletter?
    If you do not wish to receive our Newsletter anymore, you can unsubscribe at any moment by clicking on the Unsubscribe link at the bottom of every Newsletter. This will open a webpage where you can confirm that you want to unsubscribe.

    We ask you to consider that you may still receive several more communications before your request is fulfilled; we apologize for any inconvenience.
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  • Where is my order?
    You can check the status of your order and track its delivery at any time. Enter the order number that you received via email and in the Follow your Order page. Moreover, you can find all information related to the order in your My Account.
    CLOSE READ MORE
  • Where is my return?
    You can check the status on the Follow your Return page.
    CLOSE READ MORE
  • Exchanges
    If you wish to change the size and/or color of an item that you purchased, you can do so at no additional cost.

    Fill out the Return Form, choose the “Exchange” option and select a replacement size and/or color from those available: we will then hold the item for you and as soon as we receive your return, we will ship it to the address from your original order. You will receive a Shipping Confirmation email when the package has been dispatched.

    You can exchange the size and/or color of an item one time only, but you can always return it by following the instructions in our Return Policy.
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