Shipping & Returns

DELIVERY

Our delivery charges to the UK and abroad are outlined below.

Delivered within 3-5 days

Delivered Monday-Saturday (excluding bank or public holidays)

£3.95

 

Order by 2pm for next day delivery

Delivered Monday-Friday (excluding bank or public holidays)

Orders placed by 12pm Monday-Thursday will be delivered next day.

Orders placed Friday, Saturday will be delivered on Monday.

Orders placed on Sunday will be delivered on Tuesday.

Any orders placed after 2pm will be delivered within 2 days.

£7.95

 

Delivered within 5-14 days

Delivered Monday-Friday (excluding bank or public holidays)

From £8.50

 

We want you to be delighted with your purchase but if you are not you can return any item within 30 days of receipt as long as it is unused.

You can process your return or exchange free of charge, easily and hassle free here.

 

Once your parcel has been received by our team it can take up to 3 days to fulfil your request. When we have dealt with your parcel we will confirm this to you by email.

Please remember that it can take three to four days after we have processed a refund payment for it to appear on your credit card statement.

If, after sending your return to us, you have not received our email confirmation within 10 days, please contact us so we can investigate.

 

We want you to be delighted with your purchase but if you are not you can return any item within 30 days of receipt provided that the products are returned complete, in perfect condition, unused and unwashed.

We will be happy to make a refund which will go onto the card which was used when you made your purchase. We are not able to refund any postage charges.

 

For most products bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail below.

You have 14 days after the day you (or someone you nominate) receives the products to change your mind, unless your products are split into several deliveries over different days. In this case you have until 14 days after the day you (or someone you nominate) receive(s) the last delivery to change your mind about the products.

To meet the cancellation deadline, you must notify us by post, email or telephone that you wish to exercise your right to cancel before the cancellation period has expired. Where applicable, please keep a copy of your cancellation notification for your own records.

If the products have already been dispatched to you or you have already received them, you must return them to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation of your order to us. You will have to bear the direct cost of returning the products to us.

If you are exercising your right to change your mind and cancel the contract, you will receive a full refund of the price you paid for the products and any applicable delivery charges to the credit or debit card or other payment method that you used to pay. We will process the refund without delay and in any event not later than (a) 14 days after the day we receive back from you any products supplied; or (b) if there were no products supplied, 14 days after the day on which we receive your cancellation notification. We may withhold the refund until we have received the products back or you have supplied evidence of having returned the products to us (whichever is the earliest).

 

You can request a return via your BALOU account here.

Alternatively, you can complete the delivery note that came with your parcel that contains clear instructions. Please complete the delivery note with the details of the items you are returning and enclose the note with your returned parcel.

Please always include a daytime telephone number and your email address in case we need to contact you about the return.

If you no longer have your delivery note, please include a letter with your name, address, email address, daytime telephone number and customer number if possible. Please let us know what you are returning and why.

Make sure your items are securely wrapped and send your return to:

BALOU

UNIT 12, THE MANSLEY BUSINESS CENTRE

TIMOTHYS BRIDGE ROAD

STRATFORD ENTERPRISE PARK
STRATFORD-UPON-AVON
WARWICKSHIRE

CV37 9NQ

Parcels are returned at your own cost, and we strongly recommend you obtain a free certificate of postage from the Post Office as we are responsible for your parcel only once it has been received into our warehouse. Items lost in transit will not be treated as returned.

 

We are always very disappointed on the rare occasions our customers receive a faulty item. If you have identified the fault within 30 days of purchase, then you can return the item under our normal return procedure for exchange or refund. Make sure you let us know about the fault so we can make sure other items are not affected. We will refund any postage on a faulty item, and ensure you are reimbursed for standard return postage on the item.

Please provide proof of purchase when returning an item. If you are unable to provide proof of purchase, an exchange or gift tender* to the value of the lowest-selling price for the returned goods will be offered.