FAQ

  • Can I check my order status?

    Yes, you can check your order status from your BALR. account. If you don’t have an account yet, you can create one here or click the login button at the top of the page and then choose to sign up.

    Do I need to create an account before placing an order?

    No, you don't have to create a BALR. account, but having an account has many advantages.

    When you create an account, you can:

    • Review past purchases.
    • Save items you'd love to have to your Wish List.
    • Save your personal details and payment details for the smoothest checkout experience.
    • Manage your personal details, delivery address, order status and order history.

    Will inventory be restocked?

    Some of our items get restocked, but not all of them are.

    If you want to receive an update, leave your mail address at the product page.

    How do I know if an item is in stock?

    All items are in stock unless a "Sold Out" message is displayed. This message is shown after you've selected your size (if the item has size options).

    Please be aware that even if an item is in your shopping cart, it is not reserved until you have completed your order.

    Can I add items to an order that I placed?

    It is not possible to add items to an existing order that you have already placed. After you placed your order, the order will be processed in our warehouse almost immediately. Once you've received your order, you can return the entire order or products you do not want to keep within 30 days.

    Can I reset my password?

    If you have forgotten your password, change it here or follow the 'Forgotten Password' instructions on the 'Sign in' page. For security reasons we are unable to send your password via e-mail.

    If I put an item into my shopping cart, will this mean that I have reserved it?

    No, items in your shopping cart are not reserved. They are reserved as soon as you place an order and finalize the payment. If you want to keep a list of your preferred products, use the wish list but keep in mind that the products on your wish list are not reserved either.

    I placed an order successfully, but I didn’t receive a confirmation e-mail yet. What should I do?

    After finalizing your payment, you will receive a confirmation e-mail stating your order number and a summary of your order details. In case you didn't receive this e-mail within 2 hours, please contact us to ensure order validity.

  • What are the payment options?

    You can pay using Visa, MasterCard, PayPal, Amex, Apple Pay, Diners club, Discover, JCB, Shop Pay and Venmo.

    After selecting your preferred payment method, you will be redirected to the chosen payment gateway. Once your payment has been completed, you will return to BALR.com and you will receive your payment confirmation by e-mail. In case the payment is cancelled or fails, you will be returned to BALR.com and you will see a notification containing the error. From that page you can choose a different payment method.

  • How long will it take for my order to arrive?

    Shipments within the US are handled by DHL and delivery usually takes about 1-5 business days.

    You will be informed about the expected or guaranteed delivery date during checkout.

    Additionally, we will send you an email the moment your shipment is handed over to shipping provider. They will provide you with a tracking number so you can follow your shipment throughout its journey.

    Is my package insured?

    Yes, all our shipments are insured until the moment you received the package.

    Can I use post office boxes and freight forwarding?

    We are unable to deliver to Post Office boxes and forwarding addresses, including Aramex addresses.

    Can I organise for my order to be delivered to a different address?

    Yes, when you place your order you can enter the delivery address details, which can be different from your home address.

  • How can I return my order?

    You can return your order free of charge within 30 days. Please note that the tag must be attached and the item cannot be worn or washed.

    Please send an e-mail to us.returns@balr.com with the following information:

    • Name
    • Order ID
    • Address
    • Returning items

    Our US Service team will send you a returnlabel by e-mail.

    After your return has been processed, your refund will be issued to the original payment method used when placing the order. If you would like to receive a different size or product, place a new order via us.balr.com

    If you encounter any problems during the return process, please send an e-mail to: us.returns@balr.com

    Will I receive a full refund when returning an order?

    Your refund will either be issued to the original payment method used when placing the order. Shipping costs are refunded, when your items are faulty or if you return your complete order.

    Please note that it can take up to 10 business days for the refund money to enter your bank account.

    The right of withdrawal will not be restricted by the return/exchange requirements which you can consult through the website.

    What are the terms and conditions of special offers?

    BALR. has several kinds of special offers. Every offer has his own return policy next to the standard 30 days return period.

    Refunds on special offers

    Discounts will be recalculated before we process your refund.

    Free goods

    If you return an order that includes a free gift, this gift has to be returned. Refunds cannot be processed without the free products. If you return part of your order and the total amount falls below the stated limit for the free gift, the value of the free gift will be deducted from the refunded amount.

    The right of withdrawal will not be restricted by the return/exchange requirements which you can consult through the website https://balr-usa.myshopify.com/pages/terms.

    Do I have to pay shipping costs for my return?

    No, all returns are free.

  • Fast Shipping

    Fast Shipping

    We offer various methods of shipping to ensure you receive your package as soon as possible. Standard shipping is free for orders of €100 or more.

  • Fast Response

    Fast Response

    We always aim to get back to you within 1 business day.

  • Safe & secure shopping

    Safe & secure shopping

    Our checkout process is fully encrypted to ensure all personal information is kept safe and secure.

  • Support

    Support

    Can’t find what you’re looking for? Contact us via email (info@balr.com), social media or by phone.

    Business days: 8:30 AM - 5:00 PM (CET)
    Phone number: +31(0)88 2257368.
    We’re happy to help.

  • Free returns

    Free returns

    You can return your order for free for any reason.