Return Policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. Sale items cannot be refunded or exchanged.
To be eligible for a return, your item must be in the same and original 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.
To start a return, you can contact us at info@balcone-store.com. Please note that returns will need to be sent to the provided address after your request.
Singapore Orders
If your return is accepted, our team will contact you to arrange a one-time pickup within 1 to 3 business days. Please ensure that someone is available at your specified date and time, as the courier will only attempt pickup once. You must be present to hand over the package directly to the courier.
Singapore returns are subject to a flat return fee of SGD 5.
Customers will not be required to make any additional payments to the courier. Customers are responsible for the cost of return shipping. Once your return request is approved, you’ll receive a secure payment link for the flat fee of SGD 5, after which the shipment will be arranged. Refunds are processed once the item has been received and inspected at our warehouse.
Items sent back without an approved return request will not be accepted. For any return-related questions, please contact us at info@balcone-store.com.
Refunds are processed to the original payment method within 15 business days after the returned item has been received and inspected.
International Returns (Outside Singapore)
If your return is accepted, our team will contact you to arrange a one-time pickup within 1 to 3 business days. Please ensure that someone is available at your specified date and time, as the courier will only attempt pickup once. You must be present to hand over the package directly to the courier.
International returns are subject to a flat return fee of SGD 40, which covers shipping, handling, and customs clearance to our warehouse. Customers will not be required to make any additional payments to the courier. Customers are responsible for the cost of return shipping. Once your return request is approved, you’ll receive a secure payment link for the flat fee of SGD 40, after which the shipment will be arranged. Refunds are processed once the item has been received and inspected at our warehouse.
Items sent back without an approved return request will not be accepted. For any return-related questions, please contact us at info@balcone-store.com.
Refunds are processed to the original payment method within 15 business days after the returned item has been received and inspected.
* For Thailand orders above ฿8,000, duties, taxes, and shipping are covered by Balcone on the original shipment.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / Non-returnable Items
Certain types of items cannot be returned, such as handmade one-of-a-kind pieces (for example, lace dresses; please refer to the specific item’s ‘Returns’ section), custom products (such as special orders or personalized items), or pre-orders. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 15 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@balcone-store.com.