DOMESTIC AND INTERNATIONAL SHIPPING POLICY
We try our best to ship all packages within 24 hours of receipt of the order from our logistic warehouse location from our seamstresses (excluding weekends and holidays). If you need to receive your order quickly, please select the express shipping instead of the fast and friendly shipping. However, keep in mind, it takes 2-3 weeks to make made-to-order before shipping and 4-6 weeks for pre-orders.
DUTIES AND TAXES
The duties and taxes are not included in our price – you only pay for the products and shipping rates. Depending on your order’s declared value and the address of you shipping country – the custom will let you know if there’s some additional fees. Only for France and Switzerland, the duties and taxes are included.
We are unable to falsify the prices of our items on customs forms or mark international purchases as gifts. Any duties or taxes levied are at the whims of your country of residence and are out of our control.
If you have any question, please ask us at firstname.lastname@example.org.
If your package’s tracking number indicates that your order was delivered but you are unable to locate your parcel, please be sure to check around your property/lobby/mailroom and reach out to neighbors in case someone has accepted the package on your behalf or it was misdelivered.
We advise waiting 1-2 business days to see if the package is redelivered by the carrier. If your package has still not been located or redelivered after 2 days, please notify the carrier directly in order to file a claim and launch an investigation.
Please email email@example.com so we can help you with the investigation and talk directly to UPS.
RETURNS AND EXCHANGE POLICY
If you wish to return or exchange your order – please email us at firstname.lastname@example.org and we will send you the return address. We do not cover the returns / exchange fees.
We offer returns for items in new and unworn condition within 15 days of fulfillment. Refunds are processed within 7-10 business days of our receipt of your return. You will receive an email notification when your refund is complete.
We must receive your return within 15 days from the fulfillment date. We cannot be responsible for return shipments that are lost in transit, so please make sure that you obtain tracking info for your return and insure your package appropriately.
Customer pays for and arranges all international return shipping.
Balou is unable to refund any duties and taxes paid. You can pursue a refund of duties with your local tax agencies.
For help or questions about a return please contact email@example.com anytime.
WHY WASN’T MY RETURN ACCEPTED ?
We're so sorry for any inconvenience incurred from an unaccepted return. We are only able to accept returns in new, unworn condition. All returns must be received back in salable condition, free of wear, alteration, and damage.
When trying on clothing, please be mindful to avoid any contact with makeup, pet hair, etc. so that each piece is returned in the condition in which you received it.
If you receive an item in imperfect condition, please contact us at firstname.lastname@example.org to alert us so we can make it right.
GIFT RETURN POLICY
We're happy to make return arrangements for items received as gifts. Once we receive the return we will issue you an e-gift card to your email. The gift card will not expire. We do not offer refunds for items received as gifts.