FAQ's

How do I place an 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.

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 ”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, Klarna (NL & DE), Bancontact 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.

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](https://balr-live.myshopify.com/account/login#recover) 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 ensure order validity.

Payment

## 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](https://saldochecker.fashioncheque.nl/BALR/Balr.aspx?culture=en-us)
###

### How can I buy a BALR. Gift Card?

Yes, you can buy a Gift Card here. A Virtual 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 sent by email and delivered to your inbox as soon as your payment has been processed. The card is only redeemable online.

If you received a physical Gift Card, you can check your balance here

Delivery

How long does it take for my order to arrive?

We aim to ship your order within 2 business days. Delivery times as shown below count from the day your package is shipped from the BALR. warehouse.

**The Netherlands** 1-2 business days

**Europe, US, Canada & Middle East** 2-5 business days

**Asia** 3-5 business days

**South America** 5-7 business days

Please note that during sales periods delivery can take longer than usual.

Shipments within the Netherlands and Belgium are handled by PostNL. International shipments are handled by DHL and UPS. 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](https://www.balr.com/pages/contact) if you haven’t received your package after the customs clearance time. After those 30 days, we will start an investigation on your shipment.


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 and Russia are 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, shipments are insured against theft and accidental damage during shipping until the moment you receive 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.

Can I use post office boxes and freight forwarding?


No, 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.ent

Returns

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. Go to:[ returns.balr.com

2. Fill in your order ID and your mail address

3. Select the items you would like to return, choose for a Store Credit, Exchange (within Europe) or Refund.

4. Choose your Return reason, continue and select 'Free Shipping'.

After registering your return, we will send you a return label by email. Check the UPS website to find your nearest UPS Access Point.

*Please note: In case you're from outside the EU, please attach the Commercial Invoice to the package as well. You can find the Return label and Commercial Invoice in the email.*

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](https://balr-live.myshopify.com/pages/customer-service).

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.

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

Refunds cannot be processed without returning all products included in a special package. 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 and Gift Cards.


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

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.t

Apparel Care

How do I keep my BALR. gear in good condition?

Follow the instructions on the care label. If the garment is machine washable, then you'll either see dots or numbers inside the bucket symbol. We recommend you to wash inside out at low temperature, rinse shortly, and spin at low speed. Do not dry clean or tumble dry. Iron at low temperature and do not iron on a print. Accessoires, shoes and leather products are not washable.

If you would like to receive more information, do not hesitate to contact us.

Free shipping from €500.
Returns €24,99.