WHEN WILL MY ORDER SHIP?

 

We try our best to ship all packages within 24 hours of receipt of the order from our logistic. There can be some delays – remember your order is custom-made for you by one of our seamstress in France and sometimes delays happens. If so, we will contact you by email to inform you. Normally, we ship you your order within 2-4 weeks after you receive a confirmation that your order was placed.

 

I NEED TO CHANGE MY ORDER

 

Please ensure that all order information is accurate at checkout. After you receive your order confirmation, we are only able to cancel your order and remove items from your order within 24 hours before your order goes into production. However, we can update the domestic shipping address anytime before the order has been shipped. In order to make any of these changes, please reach out to our Customer Care team at contact@shopbalou.com immediately. Once your order has been processed, we are unable to make any changes to your order.

 

 

I WANT TO CANCEL MY ORDER OR AN ITEM OF MY ORDER

 

We are able to cancel your order or any item in your order in the next 24 hours after you got your confirmation. After, your order will be in production and it would be to late to cancel an item.

 

 

THERE’S A PROBLEM WITH MY ORDER

 

We're so sorry about this! Please contact us at contact@shopbalou.com with your order number and a description of the issue, along with a photo of the packing slip from your package, and we will take care of this as soon as we can.

 

 

I CAN’T FIND MY PACKAGE

 

If you've received an email stating your package has been delivered, but your package isn't at your door, please check around the outside of your home (front/back porch, side/back door, garage area, bushes) as well as double-checking your mailbox to make sure it isn't wedged in the back or out of sight. Please also check in with your neighbors, roommates, doorman, or apartment mailroom/front desk if they may have received it for you.

If the package doesn't turn up within the next 24 hours, please contact the shipping carrier and file a claim. Once you have filed a claim, please give them 48 hours to look into it for you. If your package has not been located within two business days you may reach out to us at contact@shopbalou.com with your claim number and we will do what we can to help.