DELIVERY

This delivery policy gives details of the delivery methods, delivery periods and delivery charges that apply to any orders for our products made through our website. This policy is a legally binding document, and forms part of the contract of sale between you and us made under our terms and conditions of sale.

PLEASE NOTE: We aim to dispatch all orders as quick as possible. Please be aware when purchasing certain products that delivery time may be extended longer than the usual delivery periods.


SHIPPING

Prices quoted on the website are excluding applicable customs duties and shipping costs. VAT and shipping costs vary depending on the destination country and preferred delivery method and will be calculated and added at checkout.

Cost of shipping

Denmark:

1-2 business days: 49 kr. 

Europe:

2-4 business days: €16 

USA

3-5 business days: €40 

Middle East:

3-5 business days: €40

Rest of The World:

3-7 business days: €40 

Time

Please note that we cannot guarantee estimated delivery times during sales and busy holiday seasons and/or due to potential custom clearance delays.

If we have not delivered your order within 21 days from the estimated delivery date, excluding international orders, you have the right to cancel the order. If you place an international order, Awake will not be responsible for delays caused by customs.

For security reasons all our shipments require a signature at delivery.

Balcombe is not liable for incomplete deliveries however they may be caused, but we will make sure you receive the missing pieces as soon as possible. If we have not delivered the outstanding pieces within 21 days from the estimated delivery date, you are entitled to cancel the outstanding pieces from your order.

Taxes and duties

The customer is responsible for payment of all applicable customs duties and charges, and in accordance with the applicable local laws.

If your order is being shipped outside of the EU, then you may need to pay customs duty and other import taxes in order to receive your order. The shipping company will notify you that your online shop order is being held at your country’s customs and that you’ll need to pay duties and other applicable taxes to the local customs agency, and where relevant, request necessary information for customs clearance. There could be a delay in delivering your order if you don’t pay the charges immediately. Paying any customs duty and/or import taxes are your responsibility, and the local authorities will hold your order until you have paid the charges.

Please note that if you are requesting a refund for an item you paid duty for, we are unable to refund the duty as it is not collected by us. Duty is refunded by your local customs upon your direct request to them. We are unable to request the refund of your duty on your behalf.

Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country. We recommend contacting your local customs office for current charges before you make an order, to avoid any unexpected charges. If for any reason you don’t pay the import or duty charges, then we have the right to charge you for any additional costs that might be charged to us because of this.

RETURNS 

We understand that from time to time you may wish to return a product to us. You can return your item within 14 days upon receiving your delivery. 

The returned product must be unused, in its original packaging, with any labels still attached and otherwise in a condition enabling us to sell the product as new.

Please note that the package must be sent, with a carrier of your choice, directly to the address specified in the email – not to a parcel shop. You are responsible for payment of your return. We recommend that you always return your purchase with a track and trace delivery. Tracking will then be possible and waives any doubt about whether the parcel has been received by BALCOMBE. We do not take responsibility for lost return packages.

Upon returning products, the parcel must contain the return form provided by us. The return form can be found alongside your purchase

RETURNS PROCEDURE

1. Please fill-in and include the returns/ exchange form (found alongside your purchase) along with your returned item to enable us to identify you and process your return as quickly as possible. If this is not present, a written note with all your returns/ exchange details will suffice.
   
   
2. Pack the item you wish to return and sent it with a carrier of your choice to the address outlined below. Please note the item should be shipped d irectly to the address specified in the email – not to a parcel shop.
   
   
3. Please post to the return/ exchange address below:

RETURN/ EXCHANGE ADDRESS:
Balcombe ApS
Lille Kirkestræde 3
1072 København K
Denmark


EXCLUSIONS
The following products may not be returned under this policy:

Goods that have been used, worn, washed, modified or damaged in any way. Goods returned after a period of 14 days from purchase.

Items must be unworn, undamaged, free of makeup/ stains, pet hairs, deodorant and perfume and have all original tags or packaging attached.


REFUNDS
We will give you a refund for the full price of any product properly returned by you in accordance with the terms of this returns policy (excluding the original delivery charges and excluding the costs of returning the product to us).

We will usually refund any money received from you using the same method originally used by you to pay for your purchase.

We will process the refund due to you as soon as possible and, in any event, within 30 days following the day we received your returned product. The cost of postage will be deducted from any refunds even during postage offers, unless the garment is deemed faulty.

For any queries contact us via at hello@balcombe.life