Delivery of my order
Where can I have my order delivered?
We are proud to deliver our products throughout France and soon throughout Europe! No matter where you are, we can ship your order directly to your door. We have partnerships with the most reliable carriers to ensure that your order arrives safely and on time.
How do I track the delivery of my order?
We offer an order tracking service to allow you to track the status of your delivery in real time. To access this feature, please click on the " Track My Order " link on our website and enter your email address and order number (which you can find in your order confirmation email). If you cannot find this email, please check your spam folder in case it has been filtered there by mistake.
What are the delivery times?
Shipping generally takes between 24 and 48 hours. Once your item(s) have been shipped, the estimated delivery time is:
Europe: 6-10 working days.
France: 4-9 working days.
Returns:
To avoid high storage and labor costs, we work directly with our suppliers and therefore have no middlemen, this allows us to offer you really advantageous prices compared to what you could get in a physical store! That's why we offer a 30-day risk-free trial . If you are not satisfied, we will refund you.
Is it possible to change the delivery address of my order?
If your order has not yet been processed by the warehouse, it may be possible to change the delivery address. However, if your order has already been processed, we will unfortunately no longer be able to modify it. For any modification requests, we invite you to contact us quickly via contact@baalr.com .
What should I do if my email address is incorrect?
If your email address is incorrect, please contact us by email at sav@baalr.com to inform us. We will be happy to update your email address so that you can receive all the information regarding your order.
Can I cancel my order and get a refund?
If your order has not yet been processed by our warehouse, it is possible to cancel it and process a refund. Please contact us as soon as possible by email at contact@baalr.com to make this request. If your order has already been shipped, we unfortunately will not be able to cancel it. In this case, if you do not wish to keep your items, please consult our "Delivery & Returns " section to find out how to proceed.
My tracking number is not updating, what should I do?
If your tracking number takes a little while to update, we apologize for the inconvenience. However, if the situation does not improve or if your package seems lost, please do not hesitate to contact us by email at contact@baalr.com . We will do our best to help you as soon as possible.
What happens if no one is home?
Don't worry, your items will be left in your PO Box if they are small enough. Otherwise, your package will be left at your post office where you can collect it.
I entered the wrong delivery address, what should I do?
Don't panic, if your order has not yet been dispatched, please contact us immediately and we will be happy to update your information. Otherwise, and in accordance with our general terms and conditions, once an order has been dispatched from our warehouse, no further changes can be made.
There are items missing from my order, where are they?
We work with several suppliers, when you place an order, each supplier is responsible for a specific product. If you order 5 different items, you will receive 5 different packages and they will arrive at different times (some will be faster, others slower). On the other hand, if you order the same product 3 times, then they will all be sent in one package.
Payments and promo code
What payment methods are accepted?
We accept payments by credit card (Visa, MasterCard, Maestro and American Express, PayPal) and soon Klarna.
Are payments secure?
Yes, we take the security of your transactions on our site very seriously. Credit card payments are processed through the secure Shopify Payments system, which uses the latest encryption technology to ensure the security of your banking information.
When will my card be charged?
Your card will be charged as soon as your order is accepted and processed.
My payment was declined, what should I do?
If your payment was declined, there could be several reasons for this. First, we encourage you to check that your payment details, including the CVV code, match what you entered. It's also possible that your card has expired or that your bank declined the payment due to a limit. If none of these points apply to your situation, please contact your bank for additional information. If you need further assistance, please feel free to contact us by email at contact@baalr.com , we will be happy to assist you.
Can I use a promo code once my order has been validated?
We are sorry, but once the order is validated, we can no longer add a promo code.
Returns and exchanges
How to get a refund?
If our products haven't completely convinced you, don't worry, we're here for you! To request a refund, send us an email at contact@baalr.com with your order number and the reason for the return. We will explain how to return the item to us. The return shipping cost is €5.90.
Conditions for a refund:
- The item must be unworn, unwashed, and in its original packaging.
- For hygiene reasons, underwear cannot be refunded if it has been tried on directly on the skin.
- Make your refund request within 30 days of receiving your order.
- Return shipping costs are your responsibility, unless the item is defective or incorrect.
Little info: As soon as we receive and verify the item, we will refund you via the same payment method used for the purchase.
We thank you for your trust and remain at your disposal for any questions or requests.
How to exchange a product?
We know that sometimes, even with our size guide, there can be a slight discrepancy. No stress! If you need a different size or color, the exchange is 100% free (the exchange is free but we do not cover the return costs). Just send us a quick email to contact@baalr.com with your order number and the details of the item to be exchanged. We'll take care of the rest and you'll receive your new item as soon as we get the original.
Conditions for exchange:
- The item must be unworn, unwashed, and in its original packaging.
- Make sure you try them on over another pair of underwear.
Please note that you have up to 30 days from the date of receipt of your order to make an exchange by email or use the form below. We thank you for your trust and remain at your disposal for any questions or requests.
What should I do if I received the wrong product?
If you encounter an error with your order, please contact our support team at contact@baalr.com . We will work quickly to find a solution to your problem.
How do I return my package?
You can return your order to us within 30 days of receiving it. Items must be returned to us in their original packaging, in perfect condition, and with all accessories and packaging. Contact us directly at contact@baalr.com to receive your return label.
I received my package damaged, what should I do?
If you receive a damaged package, we encourage you to keep it safe and take photos of it. You should then contact our customer service if you notice any discrepancies in the order received.
The item I received has a defect, what should I do?
What are your reimbursement deadlines?
Was my return received?
Fast delivery
Comfort doesn't wait, so we offer free delivery for orders over €35.
Returns
If you don't feel the difference within 30 days, we'll refund you.
Secure payments
Your payments are 100% secure by credit card, PayPal, Amex, etc.
About
Baal-r, the start-up that thinks only of your comfort.
Created by and for men!
Monday to Friday: 9:00 - 18:00
Email: sav@baalr.com
Customer Service
Business
Stay connected with Baal-r
Receive a preview of our new collections and invitations to our events.
I'm signing up
The item I received has a defect, what should I do?
You must contact our customer service by email. You have 14 days from receipt of the order to notify our service of a defect in an item received.
What are your reimbursement deadlines?
We will refund your order within 14 business days of receipt. Upon receipt of your package, we will inspect all items for completeness before accepting your return and authorizing the refund. The refund will be issued directly to your credit card or to the same method used for the original payment in the same currency.
Was my return received?
Fast delivery
Comfort doesn't wait, so we offer free delivery for orders over €35.
Returns
If you don't feel the difference within 30 days, we'll refund you.
Secure payments
Your payments are 100% secure by credit card, PayPal, Amex, etc.
About
Baal-r, the start-up that thinks only of your comfort.
Created by and for men!
Monday to Friday: 9:00 - 18:00
Email: sav@baalr.com
Customer Service
Business
Stay connected with Baal-r
Receive a preview of our new collections and invitations to our events.
I'm signing up
Was my return received?
We will send you a confirmation email as soon as we have authorized the refund of your returned item. We invite you to note the tracking number on the return label of your order, in order to track your return.
