You can create a new account by clicking on the icon located in the upper right corner of the homepage. A new page will open; click on "Create Account" at the bottom of the flyout window. To create your account, you need to provide your name, email address, and create a password. Once you click "Create," you will receive an email to activate your account. This is a one-time process. Once the account is created, you can log in with your email address and password. You can edit your personal information at any time. This information is confidential and will not be shared with third parties.

Creating an account will allow you to:

• Track your order and review all your past purchases. 
• Access your wishlist. 
• Be notified about new arrivals, latest updates, special. promotions, and gift ideas.
• Save your address and credit card details to make the purchasing process faster.
• Manage your account details and newsletter subscription.

If you've forgotten your password, you can recover it by following these steps:

• Click on the icon located in the upper right corner of the homepage.
• Enter your email address
• Click on ‘Forgot your password?' and you will receive an email to reset and recreate your password.
  

You are not obliged to create an account; you can even make purchases without registering. You can either create an account or proceed using our guest checkout.

Creating an account provides you with the ability to:

• Keep track of current orders and view previous purchases.
• Conveniently place orders; all billing and shipping information is saved.
• Sign up for the Balcone newsletter to be updated about new arrivals, enjoy our fashion-forward content, and get a heads up on upcoming sales.

A wishlist is a convenient feature on our site that allows you to save your favorite items for future reference or purchase. By adding products to your wishlist, you can easily keep track of items you're interested in, receive notifications about stock updates, and share your list with friends and family for gift ideas. This dedicated space helps you manage your shopping preferences, stay updated on product availability, and ensures you never miss out on the products you love, allowing you to purchase them at any time from your Balcone account.

Log in or create a Balcone account to make a Wishlist. Guests cannot make Wishlists. 

Adding Items to a Wishlist: 
1. Click on the product you want to add.
2. Choose the desired size.
3. Select ‘Add to Wishlist’.

Please note: Adding items to your Wishlist does not reserve them. The items will still be available for purchase by other customers.

View your Wishlist by clicking the heart icon in the bottom right corner of any Balcone page. Use this page to modify your Wishlist by removing items or transferring them to the shopping bag for purchase.

Shopping at Balcone is really simple: if you already know what you are looking for, use the specific category links in ‘New Arrivals’, ‘Women’ or ‘Men’ or go to the ‘Made-to-Order’ section.

Once you’ve found a piece you would like to order, choose your size and color and click on the ‘ADD TO BAG’ button. You can see the pieces you have selected by clicking on the ‘shopping bag’ at the top of the page.

You can remove products from your shopping bag if you change your mind, or add them to your wishlist or shopping bag. Click on ‘proceed to checkout’ to complete your order.

Finding a specific item: Click ‘Search’, or the magnifying glass icon, on the top left of the page and enter an item description. Unisex items will automatically filter into both categories.

Browsing designers: Simply click to 'Brands' to see all of the designers.

We do not offer exchanges as we cannot guarantee the availability of item(s) upon arrival of your return package.

However, you are more than welcome to return the item you don't wish to keep for a full refund and then place a new order for the item that you want instead.

To select an item for purchase, choose a size and select ‘Add to Bag’. This will add the item to the shopping bag. To check out, select ‘Proceed to Checkout’.

Note: Adding items to a Shopping Bag or Wishlist does not reserve them.

When reviewing an order on the ‘Your Cart’ window, unwanted items can be removed by clicking 'remove'.

Clicking to ‘Checkout’ leads to the final stage of the process.

On the Check Out Page:

• Provide a shipping and billing address.
• Choose the preferred type of shipping.
• Input a method of payment
• Review your purchases and shipping information one last time before placing your order.

Once your purchase has been completed, an e-mail confirmation will be sent to the address on file. This e-mail acts as an invoice and includes your order number.

Unfortunately, it is not possible to add items to an already completed order.

Balcone offers a 20% discount for first-time purchases to new customers.

• The 20% discount is valid only for new customers on their first purchase.
• The discount is applied at the time of purchase and is non-transferable.
• The 20% discount code is a single-use code and cannot be reused once the initial purchase has been completed, even if the item is returned.
• Items purchased with the 20% discount are eligible for return under our standard return policy.
• Upon return, customers will receive a refund equal to the amount paid after applying the 20% discount.
• Customers returning an item purchased with the 20% discount will not be eligible for another first-time purchase discount.

We may, at our discretion, offer alternative discounts or incentives for future purchases as part of our customer satisfaction initiatives. We reserve the right to modify or terminate the first-time purchase discount and its associated terms at any time without prior notice. For any questions or concerns regarding our refund policy and discount terms, please contact our customer support team.

After you place your order, you will receive an email acknowledging your order has been received.
Once you have passed our fraud security check, you will receive a second email from us confirming your order. When your order leaves our warehouse, you will receive an email unique tracking number, so you can check the current status of your shipment.

We currently offer shipping to Singapore, Thailand, and Indonesia.

We offer express shipping to the countries listed below.

Singapore: SGD $ 5 (2-3 business days)
Thailand: THB 490.00 (2-7 business days)
Indonesia: IDR 400,000 (2-7 business days)

The free shipping promotion is available for:

• Orders over $ 400 SGD within Singapore.
• Orders over THB 15,000 within Thailand.
• Orders over IDR 8,180,500 within Indonesia.

1. Returns – Singapore

To initiate a return, please email your request to info@balcone-store.com within 14 days of delivery. Customers are responsible for return shipping costs. To be eligible for a return, your item must be unused, unworn and in the same condition that you received it in, with the original tags. For more details, please review our return restrictions.

To streamline the process:
• Email your return request with the reason for return.
• Once we receive your request, we will send you a confirmation email and coordinate the pickup details for your return.
• Upon confirmation of the pickup address and time slot, we will send you a link to arrange payment for the return fee and schedule the courier.

Please note, a return fee of SGD $5 will apply for orders in Singapore. The payment link for the return will be provided once you confirm the pickup details. This ensures a smooth return process while maintaining the quality of our service.

2. Returns – International

To initiate a return, please email your request to info@balcone-store.com within 14 days of delivery. Customers are responsible for arranging and paying for their own return shipping. To be eligible for a return, your item must be unused, unworn, and in the same condition that you received it, with the original tags attached. For more details, please review our return restrictions.

Process for returns outside Singapore:
• Submit your return request by email, including the reason for return.
• Once your request is approved, we will provide you with the return address of our warehouse.
• Customers must book their own courier service and share the tracking details with us once the return has been dispatched.
• After the item is received and inspected at our warehouse, your refund will be processed (excluding original shipping charges).

Important: All returns outside Singapore must be sent with a trackable courier service. Any return shipping costs, customs duties, or additional fees are the responsibility of the customer. Returns sent without prior notification may not be accepted.

Merchandise must not be worn, altered or washed and must be returned in its original condition accompanied by its tags. Merchandise showing any sign of use will not be accepted and will be sent back to the customer at the discretion of Balcone. Sale items cannot be refunded or exchanged.

Moreover items should be returned in their original packaging: any packages returned damaged or in a poor condition will be automatically returned back to you on receipt and no refund will be made.

Intimate apparel and swimwear: Must be returned unworn, and with the original hygienic protection sticker still intact. This applies to lingerie, hosiery, underwear, swimsuits, bikini bottoms, etc. 

Apparel: All original tags must still be attached to the garment(s). Be mindful of deodorant, makeup, or perfume that may rub off, and beware of jewelry that may catch or tear the fabric.

Accessories and Jewellery: Must returned with the tags and packaging in their original condition. 

All original tags must still be attached to the garment(s). Be mindful of deodorant, makeup or perfume that may rub off, and beware of jewelry that may catch or tear fabric. 

For more information please click here.

Singapore: The return fee is SGD $5.

Please note, items that are not eligible for return (as outlined in the return restrictions above) will not be refunded and will incur a return shipping fee if sent back to the customer. For more details, please refer to our refund policy.

Thailand and Indonesia:

Customers are responsible for arranging and covering the cost of return shipping. The customer’s responsible for coordinating the return with their local postal or courier services and ensuring that the package is securely sent to the designated return address provided by Balcone. Please note that Balcone is not liable for any return shipments lost or delayed in transit.

Taxes and Duties: Customers are responsible for covering any taxes, customs duties, or other fees incurred during the return shipment to Singapore. These costs are not covered by Balcone.

Customs Documentation: Customers must ensure that the return package is correctly declared a "return of goods" upon arrival in Singapore to avoid additional import duties or taxes. Balcone will not accept returns that are subject to unpaid duties or fees.

Liability: Balcone is not responsible for any issues, including delays or additional charges, arising from incorrect customs documentation or unpaid taxes and fees.

We recommend customers consult their local courier or customs office to confirm the specific requirements and costs for international returns.

Please note, items that are not eligible for return will not be refunded and will incur a return shipping fee if sent back to the customer. For more details, please refer to our refund policy.

If you are not completely satisfied with your purchase, you may return the item to us in its original condition complete with the box and accessories (if any) within 14 days of receiving your order, subject to eligibility.

Upon receiving your returned item, our team will inspect it for approval. Once approved, we will initiate the refund process. You can expect to receive your refund within 15 working days from the date we receive your return at our warehouse. We will notify you via email once the refund has been processed.