Question 1

Can I amend or cancel an item from my order?

Accepted Answer

You may cancel an item or request a different size for an order that hasn't shipped. You can also add items to a new order before shipment. A new order confirmation and payment link will be provided, and once payment is completed, we'll fulfill your order. If your order hasn't shipped, you can combine two orders into one shipment. For any adjustments, please contact our Customer Care Team. Thank you for your understanding.

Question 2

Do I need an account to place an order?

Accepted Answer

You cannot create an account with us until after you place your first order. When you make your initial purchase, an account will be automatically created using the email address you provide. After that, you can easily log in to your account to view all your orders and initiate returns. By having a BALTZAR account, you can also take advantage of these benefits: - Track your orders and view your purchase history. - Request exchanges or returns directly from your account. - Save your address and payment details for quicker shopping in the future.

Question 3

Is Value Added Tax (VAT) included?

Accepted Answer

The prices listed on our site are tailored to the specific country or region of your order and encompass VAT (DDP shipping) for customers in the European Union (EU), United Kingdom (UK), and Norway (NO). However, for all other countries, prices are displayed exclusive of VAT (DDU shipping), indicating that the applicable VAT for your region may be added upon shipment delivery, with the recipient responsible for payment.

Question 4

Do you ship to the United States?

Accepted Answer

Yes, we do ship to the United States. As of August 29, 2025, changes to the trade agreement between the USA and the EU will go into effect. The current “de minimis” rule—which allows goods under $800 to enter the U.S. duty-free—will no longer apply.

Question 5

When will my order ship?

Accepted Answer

We aim to ship all orders placed during weekdays before 3 p.m. Central European Time (CET) on the same day. However, during sale periods or when an item is located at one of our partner stores, it may take up to 48 hours to dispatch your order. We know that your order is important, and we make every effort to bundle your items if you have ordered multiple products from our partner stores. In such cases, please allow up to 48 hours for your shipment to be dispatched. Please be aware that if you place an order on a weekend or holiday, we will ship it on the next business day. If you place your order before 3 p.m. on Friday, it will be delivered the following week unless you choose a weekend delivery option.

Question 6

What carrier do you use to ship your orders?

Accepted Answer

We offer shipping via UPS, DHL Express, and PostNord, depending on the destination country.

Question 7

How do I track my order?

Accepted Answer

Once your order is shipped, you will receive a separate email with a tracking number to monitor the delivery. Sometimes, this email might end up in your spam or promotions folders, so be sure to check there if you feel like you’ve been waiting too long. Alternatively, you can log into your account and select the relevant order to check its status. Please note that there might be a delay of a day or two before the tracking information is updated by the carrier. If the package appears to be stationary, it’s likely already on its way!

Question 8

What is our Shipping Policy?

Accepted Answer

Would you like to read our shipping policy? Please click here.

Question 9

My order never got to me, what do I do?

Accepted Answer

Oh no! Hopefully, this doesn’t happen but if it does, although our shipping carriers work independently to deliver your package, we’ll figure this out together! If it's been marked delivered and it's only been one day - sit tight! Sometimes the carriers scan it before it gets to you. Keep an eye out for the next few hours! If the tracking hasn’t been updated in an unusually long time or if it has never been updated since it was made, chances are it was lost in transit. Please file a claim with the carrier. If there is no conclusion after two weeks, please let us know and we will look into replacing or crediting you for your order. If the shipping address was a temporary location, we do not assume responsibility if the recipient is no longer at that address upon delivery within the projected shipping timeline.

Question 10

Do I need to sign for my delivery?

Accepted Answer

All orders require a signature upon delivery. If you are not going to be home or unable to take delivery then your courier will provide you with several alternative options. If at any point you choose to waiver a signature upon delivery through any of our couriers then you must take full responsibility for any loss or damage that may occur. Read our full shipping policy here.

Question 11

When will my order arrive?

Accepted Answer

Once your order has been dispatched you will receive an email containing your order tracking number to follow its progress online. If you are a registered customer you can find your tracking number online under My Orders.

Question 12

Is there a charge for making a return?

Accepted Answer

If you're not entirely satisfied with your purchase, you can return the unused product in its original, intact packaging within 14 days of receipt for a refund. Baltzar will refund the product's value, excluding the original shipping cost. At Baltzar, we strive to offer a seamless and efficient return process for our customers. To cover the administrative and processing costs associated with returns, a nominal return service fee is applied to each return. This fee ensures that we continue to provide you with a high standard of service while handling your returns.

Question 13

What is your return policy?

Accepted Answer

Would you like to read our Return Policy? Please click here.

Question 14

Can I exchange an item?

Accepted Answer

If you require a different size or color you are welcome to initiate an exchange. Kindly return the items you no longer need and place a new order online at Baltzar.com. Baltzar will process a full refund for the returned items. For detailed instructions on initiating a return or exchange, please follow the guidelines provided here.

Question 15

How do I proceed if I've received a faulty item?

Accepted Answer

If there is an issue with the item you ordered, please reach out to us by sending an email to contact@baltzar.com, and we will look into it for you. When you contact us, please include your order number and photographs of the item. Keep in mind that items damaged due to normal wear and tear, accidental damage, or misuse will not be considered faulty. Your statutory rights are not affected by this policy.

Question 16

How to make a return?

Accepted Answer

If you're not entirely satisfied with your purchase, you can return the unused product in its original, intact packaging within 14 days of receipt for a refund. Baltzar will refund the product's value, excluding the original shipping cost. To initiate a return, kindly follow the steps below: Log in to your account here. Navigate to My Orders. Choose the order number that includes the item(s) you wish to return. Click on the Request return button. Choose the item(s) you wish to return. If you need to exchange for a different size or item, kindly specify your preference. Please note, for exchanges, a new order will need to be placed through our website at Baltzar.com. Kindly provide a reason for your return; this helps us enhance our services. If a return label was included in your package, it is now activated. Otherwise, we will send you a digital PDF return label once our customer service reviews your request, usually within one business day. After obtaining the necessary documents, either drop off your return at the closest drop-off point or arrange a pickup with DHL or UPS. Please note that it may take up to 14 days for us to receive and process your return. Should you not receive any communication from us within the expected timeframe, don't hesitate to reach out at returns@baltzar.com.

Question 17

What is the processing time for issuing a refund?

Accepted Answer

Please note that it may take up to 14 days for us to receive and process your return. Once the return processing is complete, you will receive an email notification. Your refund will be credited back to your original payment method. Keep in mind that refunds may take up to 5-7 business days to reflect in your account. It's important to note that shipping costs will not be refunded unless the item is deemed faulty or the order is canceled.

Question 18

The product I want is currently out of stock. When will it be available again?

Accepted Answer

We strive to restock items based on product and brand availability. Our Never Out Of Stock (NOS) items are restocked regularly. To receive notifications, please subscribe to the back-in-stock alert on the product page.

Question 19

What size should I buy?

Accepted Answer

Finding the right size and fit for a garment can be challenging, as sizing can vary between brands. To assist you, we provide a size chart along with product measurements. To access the size chart for each product, simply click on the "View Our Size Guide" tab located above the available sizes. A new window will open, displaying all the measurements for each garment. We recommend comparing our measurements to a garment you already own to ensure the perfect fit. If you still have questions or need further assistance, please don't hesitate to contact us. We're happy to provide additional images and measurements to help you make the best decision.

Question 20

How should I care for a product from Baltzar if I'm unsure?

Accepted Answer

Baltzar recommends adhering to the care instructions provided on the attached garment label for each item you purchase. If you are uncertain about how to properly wash or care for a product? Don't hesitate to contact us, and we'll be happy to assist you.

Question 21

Do you have any discounts & promotions?

Accepted Answer

We maintain our commitment to offering premium quality and sustainable growth, which means our platform doesn't typically feature discounts or promotions, including for events like Black Friday.

Question 22

Payment methods

Accepted Answer

BALTZAR accepts the following payment methods. Please note, that available payment options may change depending on the items within your shopping bag. Payment is only debited from your card at the time of dispatch. Store Credit: If you have store credit and are logged in to your BALTZAR account at the time of purchase, this payment method will be used automatically. You can pay any remaining balance with a payment method of your choice. Credit Card: We accept Visa, MasterCard, and American Express. Klarna: At BALTZAR, Klarna offers flexible shopping options. Select Klarna at checkout and follow the instructions to complete your order easily, all with a smooth and secure checkout experience. PayPal: When selecting this option at checkout, you will be directed to the PayPal site to complete your purchase before returning to BALTZAR. Apple Pay: Make sure you are logged in with your Apple ID. If necessary, enter your billing, delivery, and contact information to confirm payment. Google Pay: Enjoy a fast, secure checkout with Google Pay. Use your saved payment details for a seamless shopping experience — no card entry is needed. Shop Pay: Shop Pay lets you check out quickly and securely on BALTZAR. Save your details for future purchases and enjoy a seamless shopping experience — with just a few clicks.

Question 23

What is Baltzar doing to support U.S. customers during this transition?

Accepted Answer

We’re proactively updating our pricing structure, offering DDP shipping, and closely monitoring the situation to keep you informed. Our goal is to make the transition as smooth as possible for you.

Question 24

How does this affect my shopping experience at Baltzar.com?

Accepted Answer

These changes mean that U.S. customers may face additional import duties and tariffs on orders placed after the new regulation comes into force. Baltzar is adjusting its pricing and shipping methods to minimize inconvenience.

Question 25

What does 'Delivery Duty Paid (DDP)' mean for my order?

Accepted Answer

Starting August 25, all prices on U.S orders will include duties and tariffs, and your order will be shipped using Delivery Duty Paid (DDP). This means: Baltzar will cover all import duty and/or tariff costs on your behalf. Local U.S. sales tax, where applicable, will still apply (as it always has).

Question 26

What is changing with U.S. import regulations on August 29?

Accepted Answer

As of August 29, 2025, changes to the trade agreement between the USA and the EU will go into effect. The current “de minimis” rule—which allows goods under $800 to enter the U.S. duty-free—will no longer apply.

Question 27

Can I still shop duty-free before the changes take effect?

Accepted Answer

Yes! We recommend placing any planned orders before August 24 to benefit from the current duty-free threshold and avoid potential extra charges.

Question 28

Will there be delays with U.S. customs after August 29?

Accepted Answer

Possibly. Due to expected increased processing volume at U.S. Customs following the rule change, there may be delays around or after August 29. Unfortunately, Baltzar has no control over customs processing times.

Frequently Asked Questions

Ordering

Delivery

Return & Exchanges

Product

Payments

Important Update: Changes to USA-EU Trade Regulations

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