FAQs

Once your order has been confirmed on Balibaris.com, you will automatically receive a Balibaris order confirmation email at the email address associated with your account.

Please remember to check your spam or junk mail folder, as the email may sometimes end up there.

If you have not received any confirmation email, please contact Balibaris customer service at the following address: [email protected]

If you wish to change or cancel a Balibaris order, please contact Balibaris customer service as soon as possible at the following address:  [email protected]

Please include the following information in your message:

• your order number
• the information to be changed

Changing information

• Delivery details can only be changed if the order is not yet being prepared.
• It is not possible to change an item or size after the order has been confirmed.

Order cancellation

• If your order has not yet been prepared, it can be cancelled by customer service.

  You can then place a new order with the items you want.

• Once the order has been confirmed and prepared, cancellation is no longer possible.

Order returns

You have 14 days from receipt of your order to return it.

Returns are free of charge in mainland France.

It is not possible to combine multiple Balibaris orders.

Each order will be processed and shipped separately once it has been prepared by our logistics teams.

To pay for your orders on Balibaris.com, we offer several secure payment methods:

1. Credit card: Visa, Eurocard, Mastercard, American Express, via the HiPay secure payment system.
2. PayPal: select the PayPal logo when choosing your payment method.
3. Payment in instalments with Alma:

• 2 or 3 instalments for all orders between €100 and €2,000, in France or Belgium
• 4 instalments for all orders between €200 and €2,000, in France or Belgium

Important: Balibaris does not accept payments by cheque.

Yes, all transactions on Balibaris.com are secure.

Information is transmitted using standard Internet security protocols.

Your credit card numbers are never transmitted directly to Balibaris. They are only processed by the Stripe secure payment platform, guaranteeing the confidentiality and security of your data.

To pay for your order with an e-gift card or credit note, simply enter the code in the " Gift card or promo code" section during checkout.

The amount will be automatically deducted from your total.

Important: vouchers or gift cards obtained in Balibaris stores are not valid on the website.

You can download your invoice directly from your Balibaris account,

in the section ‘My orders’ (Mes commandes).

All your orders are available for viewing and downloading at any time.

You have 14 days after receiving your order to return it from abroad.

1. Return request

• Log in to your Balibaris account and go to the " My orders" section.
• Select the order in question and click on ‘Request a return’.
• Fill in the return form: you will be automatically redirected to the correct interface to confirm your return.

2. Preparing the parcel

• You will receive your return label by email.
• Return shipping costs from abroad are the responsibility of the customer and will be deducted from the refund amount.
• Prepare your parcel by following these steps:

1. Items must be in their original packaging with the label attached.
2. Include the original invoice or delivery note in the parcel.
3. Print the label and stick it on the parcel.

• Drop off your parcel at the nearest collection point within 7 days; it will be processed as soon as it is scanned.

3. Returns in-store

You can return your items only at the Marylebone store.

Items from past sales can only be returned by post.

You have 14 days from receipt of your order to request a return.

To be eligible for a refund, your items must meet the following conditions:

• Be returned in their original packaging
• Be new, with the labels intact
• Not have been worn or washed

Only items that meet these conditions will be refunded in accordance with Balibaris' terms and conditions of sale.

You can submit your return request directly here

Even without a customer account, you can submit your return request online via the following link: Submit a Balibaris return

This procedure allows you to return your items easily, even if you did not create an account when you made your purchase.

If you paid for your order in three instalments with Alma, the refund will be made directly by Alma.

• The remaining monthly payments will not be debited.
• You will be refunded the amount corresponding to the payments already made, directly to the payment method used for the purchase.

The process is therefore automatic and secure, with no additional steps required on your part.

After receiving and processing your return, Balibaris undertakes to refund your order within a maximum of 14 working days.

The refund will be made via the payment method used when placing the order, namely:

• the credit card used for payment,
• the gift card,
• or the credit note code.

Please note: delivery costs are not refunded.

If you notice a defect in your Balibaris item, you can contact our customer service department at the following address: [email protected]

Our team will guide you step by step and explain the procedure to follow to return your item and find the best solution.

DELIVERIES

The estimated shipping time is between 1 to 2 days. Any order placed before 12 noon will be shipped the same day (except for Express orders placed before 10 a.m.).

MAINLAND FRANCE

• - Standard home delivery (Colissimo): delivery takes 2 to 4 working days (or 1 to 2 working days after dispatch) and costs €6.
• Express home delivery (Chronopost): delivery time is 1 to 2 working days (or 1 working day after dispatch). Any Express order placed before 10am is shipped the same day and delivered the next day before 6pm. Express delivery is charged at £10.
• Standard collection point delivery (Mondial Relay): delivery takes 4 to 9 working days (or 3 to 7 working days after dispatch). Delivery to a collection point costs €4.

EUROPE

• Standard home delivery (Colissimo International): delivery time is 4 to 7 working days (or 3 to 5 working days after dispatch). This delivery is charged at £6.50 (£6 for the United Kingdom and CHF 7 for Switzerland) depending on the destination and is free for orders over £250 for Europe (from £250 for the United Kingdom and CHF 250 for Switzerland).
• Express home delivery (DHL): delivery time is 3 to 6 working days (or 3 to 7 working days after dispatch). This express delivery is available for certain destinations in Europe and costs £12 (£12 for the United Kingdom and CHF 12 for Switzerland).

INTERNATIONAL (OUTSIDE EUROPE)

• Express home delivery (DHL): delivery time is 5 to 9 working days (or 3 to 7 working days after dispatch). Delivery costs £12 and is free for purchases over £250 (or $300 for the United States).

VAT for all orders outside the European Union

For all orders delivered outside the European Union:

• All prices displayed on our website include value added tax (VAT) applicable in France. When you select your delivery country after confirming your basket, the VAT will be updated if you are outside the European Union and will be excluded from the total amount payable.
• The customer undertakes to pay all taxes due on the importation of products, customs duties, value added tax and any other taxes due under the laws of the country receiving the order.
• Balibaris accepts no legal responsibility if the customer fails to pay the taxes.

We are not responsible for delivery delays caused by carriers and will do our utmost to find solutions tailored to your needs.

To track the delivery status of your order, please click on the following link:

Track my order

This will allow you to find out the exact status and estimated delivery date of your parcel.

Balibaris offers several delivery methods depending on where you live.

In mainland France

1. Home delivery – Colissimo La Poste
   • Cost: €6 | Free for purchases over €200
   • Delivery time: 2 working days after your order is dispatched*
2. Delivery to a pick-up point – Mondial Relay

• Cost: €4 | Free for purchases over €150
• Delivery time: 3 to 7 working days to the pick-up point of your choice*, after your order has been dispatched

In Europe

• La Poste international Colissimo
• Cost: £12 | Free for purchases over £250
• Cost for the United Kingdom: £18
  • Delivery time: 3 to 5 working days*, after your order has been dispatched

International and overseas

• La Poste international Colissimo
  • Cost: £18
  • Overseas delivery time: 5 to 7 working days* after your order has been dispatched
• International delivery time: 6 to 10 working days* after your order has been dispatched
• Delivery times are indicative and may vary depending on the destination country and logistical circumstances.

All Balibaris orders are carefully prepared by our logistics teams within 2 to 3 working days.

As soon as your order is handed over to the carrier, you will receive a dispatch email containing your parcel tracking number.

If your order takes longer to prepare, please contact our Balibaris customer service team at the following address: [email protected]

You can track your Balibaris order in two ways:

1. Check the tracking number provided in the dispatch email you receive as soon as your parcel is picked up by the carrier.
2. Log in to your Balibaris account, under the ‘My orders’ section, to track all your orders.

If your parcel has not been delivered correctly, the procedure to follow depends on the type of delivery chosen:

1. Delivery to a collection point – Mondial Relay

• The parcel may not be available at the selected collection point due to overload or exceptional closure.

• The carrier will inform you by email of the new collection point available.

• If you have not received a notification, please contact Balibaris customer service:

  [email protected]

2. Home delivery – Colissimo

• If your parcel has not been delivered to the correct address, please contact Balibaris customer service directly:

  [email protected]

Our teams will help you locate your parcel and arrange for it to be delivered correctly as soon as possible.

Your parcel may be returned to sender for several reasons, the most common being that the deadline for collecting your parcel from the collection point has passed.

If this happens, please contact Balibaris customer service at:

[email protected]

Please provide your order number.

Our teams will help you find the most suitable solution so that you can receive your parcel as soon as possible.

If your parcel is marked as delivered but you have not received it, please wait 48 hours. It is possible that the tracking information for your parcel has been incorrectly updated by the carrier.

If, after this period, you still have not received your parcel, or if your parcel appears to be lost or stolen, please contact our Balibaris customer service team:

[email protected]

Our team will open an investigation with the carrier and guide you through the steps to follow to resolve the issue.

For all orders delivered outside the European Union:

• All prices displayed on Balibaris.com include French Value Added Tax (VAT).
• When selecting the country of delivery, after confirming your basket, the VAT will be automatically adjusted if you are outside the EU, and excluded from the total amount payable.

Customers responsibilities :

• You agree to pay all import taxes and duties applicable in your country: customs duties, local VAT, and any other taxes.
• Balibaris declines all responsibility in the event of non-payment of these taxes by the customer.

Find out how to create or activate your Balibaris account in just a few minutes. Follow the login steps, receive your verification code and contact support if you have any problems receiving emails.

How do I create or activate my Balibaris account?

Creating your Balibaris account is quick and easy. Follow the steps below to access your customer area and enjoy your orders and returns.

1. Go to the Balibaris login page

To create an account or activate your Balibaris account, click on the following link:

👉 Go to the Balibaris login page: Se connecter - Balibaris

2. Enter your email address

Once on the login page, enter your email address.

A verification code will be automatically sent to you to activate your Balibaris account.

3. Check that you have received the validation code

If you do not receive the email containing your code:

• Check your spam/junk mail folder
• Wait a few moments, then resend the code request

These steps resolve most delivery issues.

4. Still not received your Balibaris code?

If the email has not arrived despite your checks, you can contact our team:

📧 [email protected]

We will help you activate your account as soon as possible.

You can easily modify your personal information directly from your Balibaris account

From your customer area, you can:

• update your personal details
• manage your Balibaris wishlist

🔒 Important: it is not possible to change the email address associated with your Balibaris account.

If you wish to change your email address, you must:

1. create a new Balibaris account with the new address
2. contact Balibaris customer service to request the deletion of your old account at the following address: [email protected]

It is not possible to merge two Balibaris customer accounts into one.

If you wish to keep only one, you can request the deletion of the Balibaris account you no longer use by contacting Balibaris customer service at the following address:

[email protected]

Please note: deleting an account will result in the permanent deletion of the order history associated with that account.

We therefore recommend that you download and keep your invoices before requesting deletion, if there are any orders attached to the account.

You must open a Balibaris customer account to make a purchase on Balibaris.com and to benefit from referral offers.

In this context, Balibaris collects certain personal data, in particular that which is necessary for:

• invoicing
• delivery of your orders

This personal information can be viewed and modified at any time from your ‘My Account’ area (https://account.balibaris.com/profile).

In accordance with current regulations and the GDPR, you can also request the deletion of your personal data.

To do so, simply send a request to Balibaris customer service at the following address:

[email protected]

The Balibaris.com website has been declared to the Commission Nationale de l'Informatique et des Libertés (CNIL), which issued receipt no. 1464405 on 8 November 2010.

If a Balibaris item is temporarily unavailable online, you can be notified when it is back in stock.

To do so, simply sign up for the availability alert directly on the product page for the item in question.

As soon as the item is back in stock, you will be automatically notified by email.

Balibaris collections are made in Europe, in collaboration with trusted partners with whom we have been working since the brand's inception.

You can view the list of our commitments via this link: Our commitments – Balibaris

For each item, the origin of the raw materials and information about its manufacture are specified directly on the product page.

As part of its commitment to continuous improvement, Balibaris is committed to developing increasingly responsible designs, prioritising a rigorous selection of materials and sustainable production quantities.

Sizes may vary depending on the product category. To help you choose the most suitable size, here is the size chart for the different Balibaris products.

In line with our commitment to sustainability, Balibaris items are designed and manufactured to last as long as possible.

For care instructions specific to each product, please refer to the washing and drying instructions on the label inside your garment. We recommend that you always refer to these instructions first.

Our essential care advice

Balibaris offers a Lifetime Guarantee on selected products, subject to certain conditions.

If you purchased one of the following items between 1 October 2022 and 31 December 2024, you are eligible for the Lifetime Guarantee upon presentation of your proof of purchase (receipt for in-store purchases or invoice for online orders):

• Andrew parka
• Floyd parka
• Paolo jacket
• Smith raincoat
• Charles chinos
• Paul chinos
• Hanks shorts

To benefit from this, simply contact our customer service department at the following address:

[email protected]

Cases covered by the Lifetime Guarantee

The Lifetime Guarantee applies only to the following repairs:

• broken zip,
• loose stitching,
• torn lining (trouser pockets, inside of jacket or coat),
• detached press studs.

If your item is not eligible for the Lifetime Guarantee, Balibaris does not currently offer a repair service.

To try on Balibaris clothing, we invite you to visit one of our stores.

Our teams will assist you in finding the styles and sizes that best suit your style and preferences.

The complete list of our shops is available here.

To reserve a Balibaris item in one of our shops, follow these simple steps:

1. Go to the product page for the item you want.
2. Click on the ‘Reserve in shop’ button.
3. Select the size and shop of your choice (subject to availability).

⚠️ Please note: if you make your booking during a sales promotion, discounts will not apply if you collect your item after the promotion has ended.

In-store reservations are only available for shops in France.