GENERAL & SUPPORT
How can I get in touch with your team?
You can reach our support team at info@balvello.com. We typically respond within 24 hours.
When is your support team available?
Our team operates Monday through Friday, from 8:00 AM to 6:00 PM. We're closed on weekends.
What details should I include when reaching out?
Please include your order number (if relevant), a clear explanation of your issue or question, and any photos if it involves a product or a return.
RETURNS & REFUNDS
How long do I have to return an item?
You may request a return within 30 days of receiving your order.
Can I exchange an item instead of returning it?
We don't offer direct exchanges. If you'd like a different size or color, simply place a new order and return the original item following our standard return process.
Who pays for return shipping?
Return shipping costs are the customer's responsibility. We suggest shipping with tracking to ensure your return arrives safely.
How long does a refund take to process?
Once we receive and inspect your returned item, we aim to process eligible refunds within 7 business days of receiving the returned product. Refunds will be credited back to your original payment method, and you'll receive a confirmation email once your refund has been processed.
What should I do if my order arrives wrong or damaged?
Reach out to us right away at info@balvello.com and we'll look into it and get it sorted quickly.
SHIPPING & DELIVERY
How long does it take to process my order?
Orders are processed within 1–2 business days, Monday through Friday, excluding holidays.
How long will delivery take?
Once shipped, orders generally arrive within 5–7 business days, depending on destination and carrier.
Which carriers handle deliveries?
Depending on where you're located, your order may be shipped via UPS, USPS, FedEx, or DHL Express.
How do I track my package?
You'll receive your tracking information by email once your order has been shipped. You can also track your order by visiting our Order Tracking page.