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Frequently Asked Questions

We have compiled a list of frequently asked questions to ensure a seamless shopping experience.

Ordering

Do I need an account to place an order?

You cannot create an account with us before placing your first order. However, an account linked to your email provided during your initial purchase will be created. Afterward, you can easily log in to your account and view all your orders as well as initiate returns.

Additionally, you can also enjoy the following benefits through your BALTZAR account:

  • Track your orders and view previous purchases.
  • Request your exchange or return directly from your account.
  • Save your address and card details so you can shop even more quickly in future.
Do you ship to the United States?

Yes, we do ship to the United States.

The regulation for trading between the European Union (EU) and the USA offers duty-free shipments for any order below the de minimis $800 threshold. This means no charges of duty will apply for purchases less than the threshold on Baltzar.com

Is Value Added Tax (VAT) included? 

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.

Can I amend or cancel an item from my order?

Depending on the status of your order, it may be possible to cancel an item or request a different size for an item you have already purchased. Please note, that you are unable to add an item to an existing order. However, if your order hasn't been shipped yet, there's a possibility of combining two orders into one shipment.

Should you require any modifications to your order, kindly reach out to our Customer Care Team at your earliest convenience. We'll endeavor to assist you in any way possible.

When will my order ship?

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.

Delivery

Christmas Delivery Dates

To ensure your purchase arrives on or before December 24th, 2023, please place your order by:

  • Sweden | December 20th
  • Europe | UK | USA East Coast | December 19th
  • Rest of the world* | December 17th
    *Choose Express Service

While we strive to deliver within the specified timeframe, unforeseen delays can occur. To stay updated on your delivery status, check the courier tracking number provided in your order dispatch email.

When will my order arrive?

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.

Do I need to sign for my delivery?

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.

What carrier do you use to ship your orders?

We ship via UPS, DHL and PostNord, depending on the destination country.

What is our Shipping Policy?

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

Returns & Exchanges

Is there an extended return policy available for orders intended as Christmas gifts?

We've expanded our return window for the Holiday Season 2023.

Purchases made and received from November 17th to December 20th, 2023, are eligible for returns or exchanges with a refund option available until January 7th, 2024.

For items delivered after December 26th, 2023, the regular return policy of 14 days will be applicable.

How to make a return?

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:

  1. Log in to your account here.
  2. Navigate to My Orders. Choose the order number that includes the item(s) you wish to return.
  3. Click on the Request return button.
  4. Choose the item(s) you wish to return.
  5. 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.
  6. Kindly provide a reason for your return; this helps us enhance our services.
  7. 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.

Can I exchange my order?

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.

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

Is there a problem with the item you ordered? Please contact us by sending an email to returns@baltzar.com and we'll investigate the matter for you.

When contacting us, kindly include your order number along with photographs of the item. Please note that items damaged due to normal wear and tear, accidental damage, or misuse will not be considered faulty. Your statutory rights remain unaffected.

Is there a charge for making a return?

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.

Below are your market's return service fees:

What is the processing time for issuing a refund?

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.

What is our Return Policy?

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

Products

What size should I buy?

Finding the right size and fit for a garment can be difficult as it can vary between brands. We want to make it easier for you, so we provide a size chart and product measurements.

To access the size chart for each product, simply click on the tape measure icon located above the available sizes. A new window will appear where you can see all the measurements for each garment.

We recommend comparing our measurements with a garment you already own to ensure you find the perfect fit. If you are still unsure, please feel free to contact us, and we will provide additional images and measurements to help you make the best decision.

Baltzar Size Chart
I can't find my size online, will it be restocked?

Depending on the product and brand, we try to replenish stock when possible. Our NOS (Never Out Of Stock) items are regularly restocked. To be notified, please subscribe to the back-in-stock notification on the product page.

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

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.

Do you have any discounts & sale?

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

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