BALR.

Customer service

General

  1. The competition is to win an Lehe Smart E-Bike by subscribing to our mailing list. You can unsubscribe at any time by clicking on the link at the bottom of any email sent. The winning entry will be selected at random from all eligible entrants. 
  2. A person cannot enter the competition more than once.
  3. BALR. shall not be liable to any entrant or winner or be deemed to be in breach of contract by reason of any delay in performance or any failure to perform any of its obligations in relation to this competition, if the delay of failure was beyond its reasonable control, including but not limited to any delay or failure caused by aircraft delay, flight cancellation, strikes, war, civil disorder, or natural disasters.
  4. The competition runs from 20 October 2017. 
  5. No responsibility is accepted for entries received and proof of emailing will not be accepted as proof of delivery or receipt. No applications will be accepted by agents, in bulk or from third parties.
  6. In the event of any dispute regarding these terms, results or any other matters relating to a BALR. promotion, the decision of BALR. shall be final and no correspondence or discussion will be entered into.
  7. BALR. reserves the right in their reasonable discretion: (a) to disqualify any competitor whose entry is contrary to the spirit of these terms, or the intention of the promotion and to declare as void any or all of their claims or entries based on such conduct; (b) to add to or to waive any of these terms or any on reasonable notice; and/or (c) to cancel the promotion or any part of it at any stage in the event of circumstances beyond the reasonable control of BALR.
  8. BALR. is not responsible for any problems or technical malfunction of computer on-line systems, servers, or providers, computer equipment, software failure of any email or failure of an entry to be received on account of technical problems or traffic congestion on the Internet, or at any website, or any combination thereof, including any injury or damage to an entrant's or any other person's computer related to or resulting from participation or downloading any materials in relation to the promotion.
  9. Use of the Lehe Smart E-Bike is at your own risk. BALR. does not take any responsibility and is not liable for any damage, harm or injury caused through use of the Lehe Smart E-Bike, be it indirect, special, incidental or consequential damages, harm or injury. 
  10. Local law and governance is applicable when driving the Lehe Smart E-Bike.
  11. The winning entrant will be notified within 30 days via email or telephone. 

BALR. has made every effort to display the colors of the products on www.BALR.com 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.

Payment

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 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.

Delivery

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 working days
 

Rest of Europe

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

Standard: 2-5 working days 

Saver: 1-3 working days 

Express: 1 working day
 

US, Canada, Middle East & Australia

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

Saver: 3-5 working days 

Express: 1-3 working days
 

New Zealand

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

Saver: 5-7 working days 

Express: 1-2 working days
 

China 

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

Saver: 5-7 working days 

 

South Korea & Taiwan

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

Saver: 3-4 working days 
 

Rest of Asia

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

Saver: 3-5 working days 

Express: 1-2 working days
 

Africa

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

Saver: 4-5 working days 

Express: 1-2 working days
 

South America

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

Saver: 5-7 working days 

Express: 2-3 working days

All BALR. shipments are insured against theft and accidental damage during shipping until the moment you sign for receiving the package. All shipments require a signature on delivery, due to the high value of the products we sell. This means that we are unable to authorise packages to be delivered without a signature

In case 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: https://www.ups.com/ga/CountryRegs?loc=en_US&origcountry=NL

You have free shipping on orders above 100 euro. 
When your order is under this amount, then shipping costs will be charged.

 

On the checkout page you can see how much this is, after you've filled in all fields on the left side of the page.

The prices becomes higher when you select a faster delivery service.

 

Free shipping is available for all orders of minimum 100 Euro. Is your order value above 100 euro? Then we offer free shipping for that order. 

We handle all our shipments with UPS. In the checkout process we show you the delivery options available and their respective pricing. Some services require a premium. Services differ mainly on delivery moment and method of shipment. 

Refer to the countries below to find out if we ship to your location. Is your country not listed? Unfortunately, we do not ship to other countries than the ones listed. This is mainly due to low delivery rates. In case you have questions regarding delivering to a specific country, please contact us.

Shipping countries:

  • The Netherlands
  • Belgium
  • Germany
  • Denmark
  • Czech Republic
  • France
  • Monaco
  • Slovakia
  • Italy
  • Sweden
  • Luxembourg
  • Austria
  • Spain
  • United Kingdom
  • Bulgaria
  • Romania
  • Estonia
  • Finland
  • Hungary
  • Poland
  • Slovenia
  • Ireland
  • Latvia
  • Lithuania
  • Israel
  • Mexico
  • Portugal
  • Croatia
  • Cyprus
  • Greece
  • Malta
  • Turkey
  • Australia
  • Hong Kong
  • Japan
  • Malaysia
  • United Arab Emirates
  • Qatar
  • Republic of South Korea
  • New Zealand
  • South Africa
  • United States
  • Norway
  • Switzerland
  • Thailand

Order

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. If the item is not in stock, leave your email address and we'll send you a notification when the item is restocked.

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 ”CHECK OUT NOW” 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. Read more about the benefits of a BALR. account.

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.

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.

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.

Order the BALR. Digital Gift Card here.

Creating a BALR account brings you many advantages:

  • Tracking your orders and reviewing past purchases.
  • Requesting your return or exchange directly from your account.
  • Accessing your Wish List.
  • Receiving notification when new stock arrives.
  • Saving your personal details and card details for faster shopping.
  • Managing your personal details and delivery address, order status, order history and e-mail preferences.

Returns and Exchanges

In order to return your product, please log in to register your return. Please mention the reason for returning the product and provide your order number in the comments. 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.

Your item(s) should be sent back to us within 14 days after you've received the order. Returns outside this timeframe will not be accepted.

All items should be returned in their original packaging. The boxes should be kept intact as they are considered part of the product.

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.

Important note:

  • We do not accept laundered garments.
  • Only the first return is free of charge. 

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.

 

Refund

Your refund will either be issued to the original payment method used when placing the order or as a BALR. Gift Card. Shipping costs are not refunded, unless 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 to be deposited to your bank account.
 

Contact information

BALR. B.V. (NL)

Diamantweg 37

1812 RC Alkmaar

The Netherlands

Registered at the Chamber of Commerce, Number: 57910960.

Located in the Netherlands - Alkmaar.

Email address: [email protected]

Website: www.balr.com

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. 

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.

Support

Can’t find what you’re looking for? Contact us via email or social media. We’re happy to help.

Free Returns

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