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FAQs

How do I know what size to order?

Once you click on a product you like, you can view all corresponding fit and styling details. You can access product category specific Size Charts for size chart information. If you have any have questions or would like help selecting a new look, Contact Us for fit and style guidance from one of our trained fit specialists. We can help you stay up to date with all of Hannah Godwin’s favorite looks, too!

Am I required to have an account to order from Kensie.com?

You are not required to have an account and able to checkout as a guest. Keep in mind though, by setting up an account you will be able to review all your order history, track shipped orders, and save your address and billing details for faster checkout with future orders.

How do I sign into my account?

Enter your email address and password on the Account sign in page.

How do I reset my password?

You can easily reset your password on the Account page by clicking on link 'Forgot Your Password

What should I do if my promo code doesn’t work?

There are a variety of reasons promotional codes do not function properly: product exclusions, minimum order value not met if applicable, using multiple promo codes that are not combinable, limited use per person or per order, or the code has simply expired. Please Contact Us for further assistance.

What payment methods do you accept?

We accept Visa, Mastercard, American Express, Discover and PayPal.

How do you keep my private information safe?

Your credit card and personal information are securely encrypted while your order is placed and are not stored. The only pieces of information that may be stored are contact and billing information if you have a kensie account saved. We have SSL encryption and security measures in place to ensure your private information is safe. Refer to our Policies page for further details or Contact Us with any questions.

When will my method of payment be charged?

We will charge your desired method of payment once your order ships. When your order is placed, we secure a temporary hold and authorization from your credit card company. 

How long after an order has been placed can I expect it to ship?

Orders are processed and shipped within 1-2 business days.

What is your return policy?

You may return unwanted items within 30 days of original purchase as long as said items are in original condition, unworn, unwashed, with all tags attached. Please refer our Returns Policy page for full details.

How do I initiate a return?

To initiate a return, please review instructions on our Returns Policy page. 

How long will it take to process my return?

After we received your item(s), please allow 5-10 business days for your return to be processed and 48-72 hours for the refund to post to your original payment method.

How do I initiate an exchange?

To make an exchange, place a new order for the desired item(s) and return any unwanted item(s). Please visit our Returns Page for more specific instructions.

Why was my original shipping charge not refunded?

All shipping charges are non-refundable.

Can I change my order after it has been placed?

If you need to make a change to your order, please Contact Us as soon as possible. We will do our best to accommodate any requests if your order has not yet processed or shipped, but we cannot guarantee order changes. Please note that any change requests may delay the original expected delivery date.

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