Customer service

Returns and Exchanges

If you are not satisfied with your product(s) ordered, you can dissolve the agreement within a cooling-off period without giving reasons (right of withdrawal). The cooling-off period starts the day after which you have received the product, or the day after a third party designated by you (this is not the carrier) has received the product.

If you want to withdraw the agreement, you can do so by any means. You are free to use this model form and send it back to us. For your convenience, you can also log in to register your return. You can select to receive a different size of the same product. If you would like to receive a different product, choose for a refund and simply place a new order via You'll receive an email with return instructions. We will also keep you updated about the process and our shipping provider will send you a tracking code to follow your package. Please send all items you wish to return from an order in the same package for shipment, to make sure your return is processed as quickly as possible.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods. Meaning that all items are returned in the same condition they were in upon your receipt; the items should not have been damaged, soiled, washed, altered or worn (other than to try the item on) and any labels or tags should be intact.  

While requesting your return, you can choose between a refund or an exchange. In case of an exchange, please indicate the size, colour, and model.


The right of withdrawal will not be restricted by the return/exchange requirements. 

More information

For more information about our returns and exchange policy, see article 6 in our Terms & Conditions.


You will receive a refund of the amount paid for the product (including the standard shipping costs). If you have chosen another method of shipping (for example, UPS Saver) than the standard method of shipping, the extra costs, if any, for this different method of shipping will not be eligible for a refund. If you return one or more items from your initial order and the total value of the remaining items falls below the threshold €100, we will charge you shipping costs with reciprocal effect. We will do this by refunding the purchase price of the item(s) that you have returned minus the shipping costs to your country.

Please note that it can take up to 14 days for the refund to be deposited to your bank account. We may postpone the refund until we have received the product(s) or proof that the product(s) are in transit. Your refund will be issued to the original payment method used when placing the order.


When using a Fashioncheque as your payment method, our advice is to keep the Fashioncheque in case the product does not meet your expectations.

If you return the order, you can choose a different size or refund. If you choose to receive a refund, the amount will be returned to your Fashioncheque.

Boxed/Virtual Gift Card

If you return an order that has (partially) been paid with a Gift Card, you will receive a new Virtual Gift Card after processing your return.

Contact information


Diamantweg 37

1812 RC Alkmaar

The Netherlands

Registered at the Chamber of Commerce, Number: 57910960.

Located in the Netherlands - Alkmaar.

Email address: [email protected]


Goods are considered faulty when they are received damaged, or where a manufacturing fault occurs within one month of purchase. If your BALR. product is damaged as a result of wear and tear they will not be classified to be faulty. 

If you would like to exchange your item, please be aware that we can only replace it for the same product in the same size, subject to availability. You will receive a full refund if the item cannot be repaired or replaced. 

You can return or exchange an item within 14 days of receiving the order. Returns later than 14 days will not be accepted by BALR. 


After finding your desired items, there are only five steps to follow:

1. Shopping cart

Select the size for your items (if applicable) and use the “ADD TO CART” button.

Review your shopping cart by selecting the shopping cart icon at the top of the page. You can delete items from your shopping cart or change the quantity and size.

If everything is alright, click on ”SECURE CHECKOUT” to proceed with your order.

2. Personal details and BALR. account

Enter your personal details and address. If you have a BALR. account, simply log in and everything is filled in with your info. If you don't have a BALR. account you can either create one, or checkout as a guest. 

3. Delivery

Enter the delivery address details. The delivery address can be different from your home address.

4. Check 

This is the last step before finalising your order. Check the order details and if everything looks good, click continue.

5. Payment
You can pay using Visa, MasterCard, PayPal, iDEAL and Fashion cheque. After your payment has been processed, you will receive a confirmation email with your order summary. You will receive another email once the order is shipped from our warehouse. Read more about Payment methods and procedure.

Digital Gift Card

A Digital Gift Card of BALR. is the perfect last-minute present. Select the value for the Gift Card and proceed to the checkout. The Digital Gift Card will be delivered to your inbox as soon as your payment has been processed. You will receive a confirmation email once we've sent the Digital Gift Card. The card is only redeemable online.

Boxed Gift Card

Birthday, holiday or just to surprise someone, the Boxed Gift Card is the perfect present for any occasion. Select the value for the Gift Card and proceed to the checkout. The Boxed Gift Card will be delivered to your home address. You will receive a with a tracking number once we ship the Gift Card. The card is redeemable online and in the BALR. Flagship Store in Amsterdam.

Order the BALR. Gift Card here.

You don't need an account to shop at BALR. But having one gives you access to many benefits. When you create an account, you can:

  • Review past purchases.
  • Request a return or exchange directly from your account.
  • 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 and delivery address, order status, order history and email preferences.

You can find information about the size and fit of our items on the product page by clicking the 'Size & Fit' tab. Here, you'll also find a link to our size guide page, where accurate measurements of the selected item, including size conversion charts for different regions are displayed. If you're not sure about the size and fit, you can always contact us to get the best, tailor-made advice.


Shipments within the Netherlands are handled by PostNL and all international shipments are handled by UPS. You will be informed about the expected or guaranteed delivery date during checkout. Please note that during sales periods delivery can take longer than usual and that shipments are only processed on European business days.

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.

Information about customs

For shipments outside Europe it may happen that a package will be kept at customs for inspection. Unfortunately, the inspection could take up to 30 days to send the package forward to the delivery address. Please let us know if you haven’t received your package after the customs clearance time. After those 30 days, we will start an investigation on your shipment.

Delivery Times

  • Please note that during sales periods delivery can take longer than usual.
  • Delivery times as shown below count from the day your package is shipped from the BALR. warehouse.
  • Expected delivery date is mentioned on the checkout page, in the order confirmation e-mail and in the shipping confirmation e-mail.

The Netherlands

1 -2 business days

Rest of Europe

Delivery times vary depending on the UPS delivery service you choose: 

Standard: 2-5 business days 

Saver: 1-3 business days 

Express: 1 business day

US, Canada, Middle East & Australia

Delivery times vary depending on the UPS delivery service you choose: 

Saver: 3-5 business days 

Express: 1-3 business days

New Zealand

Delivery times vary depending on the UPS delivery service you choose: 

Saver: 5-7 business days 

Express: 1-2 business days


Delivery times vary depending on the regions and UPS delivery service you choose: 

Saver: 5-7 business days 

South Korea & Taiwan

Delivery times vary depending on the UPS delivery service you choose: 

Saver: 3-4 business days 

Rest of Asia

Delivery times vary depending on the UPS delivery service you choose: 

Saver: 3-5 business days 

Express: 1-2 business days


Delivery times vary depending on the UPS delivery service you choose: 

Saver: 4-5 business days 

Express: 1-2 business days

South America

Delivery times vary depending on the UPS delivery service you choose: 

Saver: 5-7 business days 

Express: 2-3 business days

You have free shipping on orders above €100. When your order total is lower than €100, shipping costs will be charged depending on your delivery address and method. 


After you've filled in all fields on the left side of the page, you can review the shipping costs. Depending on your delivery address, you can select a faster service for an added fee.


Shipments are insured against theft and accidental damage during shipping until the moment you received the package.

If your box is damaged upon arrival, we recommend that you either refuse the delivery or write a note (if possible) that you are accepting a damaged box when signing for it. 

If you would like to find out if we ship to your country, please contact our customer service. 

Please note BALR. ships from the Netherlands. Import duties and taxes may apply. These are are regulated by your country's customs, we do not have any influence on this. 

Our shipping partner UPS has more information available:


BALR. has made every effort to display the colors of the products on as accurately as possible. However, we cannot guarantee that your monitor's display of the colors is completely accurate. All items are checked for any faults before they are being shipped to our customers. Should you receive an item that is not in perfect condition, please contact us immediately.


We accept Visa, iDeal, MasterCard and Paypal. 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 and you will receive your payment confirmation by e-mail. In case the payment is cancelled or fails, you will be returned to and you will see a notification containing the error. From that page you can choose a different payment method.

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

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

Safe & Secure Shopping

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


Can’t find what you’re looking for? Contact us via email ([email protected]), 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

You can return your order for free for any reason within 14 days of the delivery date.