FAQs
On this page:
Don't see your question here? Please contact our support!
1. General questions
How can I track my order?
Once you have placed your order, we will send you a confirmation email to track the status of your order.
Once your order is shipped we will send you another email to confirm you the expected delivery date as well as the link to track your order.
Additionally, you can track the status of your order from Track Order page on the website.
Why have I not got my email confirmation?
There's a good chance that our email has ended up in your SPAM folder. If not then please email us and we will amend this for you right away.
What is Buyer Protection?
Buyer Protection is a set of guarantees that enables buyers to shop with confidence on our website.
You are protected when:
- The item you ordered did not arrive within the time promised by the seller.
- The item you received was not as described.
- The item you received that was assured to be genuine was fake.
How secure is my personal information?
We use industry-standard privacy protection. We don't sell, lease or otherwise distribute any personal customer information. What's more, all sensitive personal information is kept securely offline at our privately run data center.
Will my item be sent in one package?
For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you’ve specified combined shipping.
Can I change or cancel my order?
We can only change or cancel orders that have not been processed for shipping yet.
Once your order is under the status 'preparing for shipping', 'shipping' or 'delivered', then we cannot accept any edits to your order.
To make changes to your order, please reach out to support on the contact page.
2. Payment
What payment methods do you accept?
BALBUS is compliant with The General Data
Protection Regulation
(GDPR) (EU) 2016/679.
It means that we are open about our methods of tracking and use of the
visitors’ personal data, and you can freely check what exactly we’re
doing to it.
At www.balbusofficial, we collect:
● Your name and surname
● Your email address
● Your physical address
● Your phone number
● The data about the browser and device you use to view the store
● The way you navigate the store
We gather your contact details because they are necessary to accept
and process your orders, and to make sure you’ve got your packages.
We gather the details of your technical equipment and on-site behavior
in order to make our store more user-friendly, and to personalize our
store services for you (for example, to automatically switch the store to
the mobile version.)
Our store works with outer companies that help us provide the best
service for you, and these third parties also use some of the personal
details you’re leaving. We limit the data they can access to only what is
necessary for them to perform their obligations.
● Payment services use your credit card number, your name and
surname to verify and process your payments for our products
● Our manufacturers and stock keepers use the data of your order
contents to assemble the necessary package for you
● Postal services use your first name, last name, and physical
address to arrange the product delivery for you
● Mass mailing services use your email address to send you emails
(if you have subscribed for them)
If you keep browsing our webstore after reading this Privacy Policy, you
give us the consent to use your personal details for the purposes
explained above.
If you don’t agree to these terms, please leave the website.
You can email us at officialbalbus.store@gmail.com and ask:
● To receive the copy of your personal details we have collected
● To delete your personal details from our system
● To withdraw your consent (if you previously agreed to provide us
with the data, but then changed your mind)
We are doing our best to guarantee the security of your personal details
while keeping and using them.
Thank you for your cooperation!
3. Shipping
Where do you ship?
Shipping & Delivery page:
FREE SHIPPING
We are glad to bring our customers great value and service. That’s why
we provide free shipping from our warehouses in North Macedonia by PostExpress.
SHIPPING TO OVER 51 COUNTRIES
We are proud to offer international shipping services. However, there are
some locations we are unable to ship to. If you happen to be from one of
those countries we will contact you.
LOST/MISSING PACKAGES
(BALBUS OFFICIAL) are not liable if the incorrect address is
placed during the checkout process. Please make sure that your billing
and shipping address is correct before processing your order. If we have
made an error we will fully take responsibility of the original order that
was made for you at no charge.
CUSTOMS
We are not responsible for any custom fees once the items have
shipped. By purchasing our products, you consent that one or more
packages may be shipped to you and may get custom fees when they
arrive in your country.
SHIPPING TIME
Shipping time varies by location. These are our estimates :
Location//Estimated Shipping Time
Macedonia 1-4 Business days
Serbia 4-7 Business days
Bulgaria 4-7 Business days
OTHER BALKAN COUNTRIES 7-14 Business days
ALL EUROPEAN COUNTRIES 7-21 Business days
United States 14-21 Business days
Max delivery time – 30 business days.
*This doesn’t include our 2-5 day processing time.
*All shipping times exclude clearance/customs delays
TRACKING INFORMATION
You will receive an email with a tracking number once your order is
shipped but sometimes due to free shipping tracking is not available.
MY TRACKING SAYS “NO INFORMATION AVAILABLE AT THE
MOMENT”.
For some shipping companies, it takes 2-5 business days for the
tracking information to update on the system. If your order was placed
more than 5 business days ago and there is still no information on your
tracking number, please contact us.
WILL MY ITEMS BE SENT IN ONE PACKAGE?
For logistical reasons, items in the same purchase will sometimes be
sent in separate packages, even if you’ve specified combined shipping.
If you have any other questions, please contact us and we will do our
best to help you out.
Will I pay taxes for international shipping?
Deliveries in Europe will have to pay custom taxes.
Our delivery partner will handle the clearance and will invoice you in local currency for the duties and taxes linked to your order.
For more information, please refer the to website of the delivery partner handling your delivery.
4. Returns
Our customer care team is here for you, going above and beyond to make sure you're happy.
Happiness Guarantee
If for any reason you're not happy with your purchase, please tell us immediately. We offer a full money-back guarantee for all online purchases.
It's ok if you changed your mind. These things happen.
If the product is faulty, we will refund your money or send you a new item - your choice.
If you purchased the wrong size or we sent the wrong item, we'll swap it over no questions asked.
If for any other reason you are not satisfied. We will aim to resolve the issue as soon as possible.
Refunds & Exchanges
To start the process, please send us an email (officialbalbus.store@gmail.com) with the following information:
- Your name
- Order number
- The issue (faulty product, wrong size)
- What you'd like (exchange or refund)
You have 14 days from the date of purchase to issue the return request form. After 14 days from the date of your initial purchase, you will not be eligible to exchange or refund your item.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase(screenshot).
We do not issue the refund if :
● your order does not arrive due to factors within your control (e.g.
providing the wrong shipping address, wrong tel. number...)
Your money will be refunded by the same method you paid for it. This may take between 5 and 14 business days, depending on your payment method.
NOTE: Unfortunately, we cannot accept returns on sale items or gift cards.
Customers will be responsible for paying return shipping costs.
Order cancellation
All orders can be cancelled until they are shipped. If your order has been
paid and you need to change or cancel it, you must contact us within 12
hours. Once the packaging and shipping process has started, it can no
longer be cancelled.
Contact Us
If you have any questions, please don't hesitate to contact us.
5. Other questions
Is there a warranty?
We guarantee any of our product made by us and sold through our online store to be free of defect. We would gladly accept any return or exchange request resulting from a defective item granted they respect our Refund Policy.
If you have a return or exchange request resulting from a defective item, please reach out to our support for more information on how to proceed.
What if my package gets lost?
We are not liable if the incorrect address is placed during the checkout process. Please make sure that your billing and shipping address is correct before processing your order. If we have made an error, we will fully take responsibility for the original order that was made for you at no charge.