FAQ

  • Our BALR. Flagship Stores are open from 10:00 till 18:00.

    Our staff apply the guidelines of the government and official health organizations accurately. For this reason, a maximum number of customers per store can enter and we keep sufficient distance so that shopping can be done safely.

    • Our stores have the following rules to ensure that everyone can shop safely:
    • Only a maximum number of customers can be in a store at the same time. This number is visible on the displays in the store.
    • Shop only at a minimum distance of 1.5 meters
    • The counters, the interior and the ATMs are cleaned well throughout the day
    • We kindly ask you to pay contactless or by card if possible.
    • Every store has cash register screens, disinfectant hand gel and floor stickers clearly indicating a 1.5 m distance.
    • We ask anyone who experiences cold or flu symptoms to please stay at home

    Of course we’re open 24/7 at BALR.com Our team is ready to pack your order like you're used to. Please note that shipping may be delayed at our shipping partners due coronavirus workload.

    Stay Safe Everyone!

  • 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 updates about restocks in general, sign up for the BALR. Newsletter (see bottom of page) and follow our Facebook, Instagram and Twitter to make sure you don't miss out.

    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 14 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.

    Where do I enter BALR. voucher or discount code?

    You can enter your discount code after reviewing your shopping cart, click on ”CHECKOUT” to proceed with your order. On the ‘information’ page you can enter your personal details and address and the code in the field “Discount code.” Press the “APPLY” button and our discount will automatically be deducted from the total payment.

    Can I buy a shirt with custom print?

    It is not possible for us to supply clothing with custom print, as we pick the designs of our shirts and sweaters carefully.

    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, iDEAL, Klarna, Bancontact and Fashion cheque. The payment options can vary from country to country.

    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 do I rendeem a Gift Card?

    Virtual Gift Card

    In case you received a virtual card (e-mail) you can simply enter it during check-out in your order summary.

    Boxed Gift Card

    In case you received a physical card (Boxed Gift Card) go to the 'Payment' step.

    When you have chosen your shipping method, click on 'Continue to payment'. Then you choose the BALR. Gift Card as your 'Payment Method'.

    You can enter your card as follows:

    Name: Card Number: [19 digit number] Pin: [6 digits after SC]

    For your Boxed Gift Card, you can check your balance here

  • Do I have to pay Shipping costs?

    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. (Please note: Japan is excluded from free shipping.)

    After you've filled in all fields on the left side of the page, you can review the shipping costs.

    Do I have to pay duties and taxes?

    BALR. ships from the Netherlands. Duties and taxes may apply if you place an order from outside the EU. For countries within the EU, there are no custom charges.

    BALR. shall not be liable for duties or taxes. Please be well informed before you place an order. Once your order has been shipped, it can no longer be cancelled. Only after you've received your order, you are able to return the item(s) free of charge.

    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 14 days. Please note that the tag must be attached and the item cannot be worn or washed.

    You can return your order by completing the following steps:

    1. Return your order here

    2. Choose your return reason

    3. Fill in your order ID and the items you would like to return

    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 balr.com

    1. Fill in your address, find a parcelshop near you and create your return.

    2. Your return request will be approved within one business day. Once it has been approved, you'll receive the returnlabel and return instructions.

    If you encounter any problems during the return process, please do not hesitate to contact us.

    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.

    Klarna: If you’ve paid your order with Klarna, the paid amount of your returned items will be canceled on your invoice and it will be updated automatically. If you return your whole order, the entire invoice will be canceled. If you have not received your invoice, go to Klarna.com and download your invoice.

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

    Can I return a product I bought with discount?

    You can return your order free of charge. Please note: all items are returned in the same condition they were in upon your receipt. Please check our Terms & Conditions: Cooling-Off Period & Right of Withdrawal.

    Can I Return My Online Order In-Store?

    Orders placed online can not be returned in the Flagship Stores in Amsterdam, Utrecht and other BALR. point of sales. To return the order you placed online, please follow these instructions.

    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 14 days return period.

    Special packages

    You can swap products included in a special package for a different size. It’s not possible to exclude a product from the package.

    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.

    Free gift vouchers can be added to your order if you reach a specific order limit. If you return products which lowers to order limit, the return department can lower or cancel the amount on the gift voucher.

    Gift vouchers

    Gift vouchers can be used in more than one order. In case the order total is lower than the value of the gift voucher, the Gift Card with the remaining value will still be redeemable.

    Excluded products

    Coupon codes are not applicable on the Rolex, Audio, Gift Cards, (BALR.) RED products and other package deals or special offers.

    The right of withdrawal will not be restricted by the return/exchange requirements which you can consult through the website https://www.balr.com/customer-service.

    If I return part of my order and the order total falls below €100, do I have to pay shipping costs?

    If you’ve placed an order over €100, shipping is free for some country's. If you return one or more items from your order and the total order amount falls below €100, we will charge you the shipping costs. For example: you order two BALR. Brand T-Shirts, with a total of €150. You return one tee. We will refund the €75 minus the shipping costs to your country.

    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.