FAQs – BALIBO

FAQs & POLICIES

POPULAR FAQs

We cover all duties & taxes on Worldwide orders. Please note that some countries may require you to provide additional customs information to our carriers in order to receive your order.

If you believe you have been incorrectly charged for duties and taxes then please get in touch.

An email will be sent confirming your order has left our fulfillment centre, your tracking information will also be included in this email. Alternatively, you can email us for info about your order.

SHIPPING TIMES WORLDWIDE

ALL EUROPE	3 - 4 Business Days
UNITED KINGDOM	3 - 5 Business Days
NORTH AMERICA	4 - 5 Business Days
AUSTRALIA & NEW ZELAND	4 - 5 Business Days
BRAZIL	5 - 6 Business Days
JAPAN	5 - 6 Business Days
SINGAPORE	6 - 7 Business Days
REST OF THE WORLD	5 - 8 Business Days

SHIPPING AND DUTIES

SHIPPING TIMES

EUROPE	3 - 4 Business Days	FREE SHIPPING ABOVE €50
NORTH AMERICA	4 - 5 Business Days	FREE SHIPPING ABOVE €50
AUSTRALIA & NEW ZELAND	4 - 5 Business Days	FREE SHIPPING ABOVE €50
REST OF THE WORLD	5 - 6 Business Days	FREE SHIPPING ABOVE €50

We ship orders from Portugal to worldwide.

Unfortunately we are unable to combine the shipping on any orders.

If your tracking information shows that your package was delivered but you haven’t received it, here are some steps to take:

Check your surroundings - Look around your property or building entrance.
Ask neighbors or household members - Someone may have accepted it on your behalf.
Contact the shipping carrier - They may provide more detailed delivery info.
Reach out to us - If you’ve tried the above and still can’t locate your package, contact our support team at support@balibo.co

Please note: We are not responsible for packages marked as “Delivered” by the carrier. However, we’ll always do our best to assist you in locating your order.

Due to new customs regulations in the United States, orders shipped to this country are subject to additional customs duties or import taxes.

These charges are determined by U.S. Customs authorities and must be paid by the customer.The de minimis exemption (which previously applied to shipments valued at $800 or less) no longer applies to any country. UPS will contact the recipient directly to arrange payment before delivery.

We recommend checking the latest local customs updates before completing your purchase.

ORDERS & RETURNS

RETURN & REFUND

We want you to love every piece you wear from us! But if something isn’t quite right, we’re happy to help with returns or exchanges.

REFUND POLICY

Once you’ve sent your items back to us, you should receive your refund within 7 working days of it reaching our warehouse. It can take up to 14 days for your return to reach us. If you haven’t received your refund in this timeframe, please email support@balibo.co so we can investigate this for you.

You can return any eligible item within 14 days of receiving your order. Items must be:

Unworn, unwashed, and in original condition
With tags still attached and no need to be on the original packaging

Please note: Final sale items, gift cards, and personalized items are not returnable.

RETURN POLICY

For all international times, please allow up to 14 days for your package to reach us, then a further 14 working days for refunds to be processed. Unfortunately at this moment we are not able to offer free returns for our international customers, but this is something we hope to offer in the future! We do not accept returns on any underwear garments. (Including socks)

1.º To start your return, contact your support team - support@balibo.co (you’ll need your order number handy).

2.º Choose the items you’d like to return and why. This helps us improve to make sure you love your purchase next time!

3.º Select your chosen shipping carrier. All return and exchange shipments must be paid for by the customer.

4.º Print your return label and attach to the outside of your parcel. Don't forget to email us with the tracking details

5.º Done! After we receive the package, we will proceed the exchange or refund!

EXCHANGES

Need a different size or color? No problem! You can request an exchange within the same 14-day window.

Customers are responsible for shipping the original item back to us.
We will cover the cost of shipping the exchanged item back to you (once per order).
Exchanges are processed once we receive and inspect the original item.

To start an exchange, just email us at support@balibo.co with your order number and the new size/color you’d like.

SHIPPING RESPONSIBILITY

All return and exchange shipments must be paid for by the customer.
We strongly recommend using a trackable shipping method.
We are not responsible for lost or damaged return shipments.

Still have questions? Reach out to us anytime at support@balibo.co — we’re happy to help!

At BALIBO, we do our best to ensure all our garments arrive in perfect condition. However, even for us, it's hard to keep everything 100% under control.

But don’t worry — if you’ve received a damaged item or there’s a similar issue, you can report it through our email: support@balibo.co You must attach clear images so we can carry out a proper quality check.

The item must be sent and received at our warehouse. This can take a few days, but rest assured — you'll receive a full refund in these cases.
If you choose an exchange: the costs must be paid upfront in order to generate the new order. This step is necessary to begin preparing your replacement, but don’t worry — we’ll refund those costs as soon as the original item is sent back and received at our warehouse.

You can check the status of your order by clicking here:

TRACK ORDER

Please check the following before contacting our customer service team:

Check you have received an email confirming your order has been dispatched.
 Check the tracking information that is included in your dispatch confirmation email using the relevant link.
 Check for emails, phone calls and attempted delivery cards from one of couriers, it may be that your parcel is being held at your local depot awaiting collection or redelivery.
 Check nobody at your address has taken the delivery on your behalf

Although our couriers should not leave your parcel with a neighbour its always worth checking with your neighbour just in case.

Please contact the carrier and support@balibo.co and we’ll do our best to resolve the issue as quickly as possible.

Unfortunately, we are unable to amend any details or addresses on orders once this has been processed at our fulfillment centre.

Unfortunately, once your order is processed we are unable to cancel your order.

If you haven't received your order confirmation email, please note that sometimes it may be automatically linked to the email associated with your default payment method.

You have 10 minutes to change your email after completing the purchase. After that, please check your spam folder.

If you still can't find it, you can reach out to the team for assistance here: support@balibo.co and we’ll locate it. If it’s necessary, we can update the email and resend the order information. To locate your order, we'll just need your full name, shipping address, and purchase date.

If you want to make sure that you receive our emails on future occasions, please add us to the desired mailing list and make sure that the e-mail you used for your purchase is the correct one.

While we strive to ensure your order arrives on time, occasional delays may occur due to factors outside our control, such as:

Incorrect or incomplete shipping addresses
Severe weather or natural disasters
Customs inspections or international clearance processes
Carrier service disruptions or holiday surges

We appreciate your patience and understanding during such situations. If your order is significantly delayed, feel free to contact our support team—we’re here to help.

Country/Region