Frequently Asked Questions

The available debit or credit card and digital-wallet methods are shown at checkout. Options can vary by destination and device; please use the options actually offered for your order.

Payment details are handled by the payment provider selected at checkout. For a payment problem, contact BALIVENO customer care. Do not send your card number through the contact form or WhatsApp.

If PayPal is available for your basket and destination, it will be listed as a payment choice at checkout. Please use an available method shown there.

After placing your order, you should receive an order confirmation email with your order details. Please make sure the email address entered at checkout is correct. Also check your spam or junk folder if you do not see the confirmation email.

Contact us promptly if you want to stop an order before dispatch. Operational changes are not always possible after processing begins. Separately, eligible UK distance purchases generally carry a statutory cancellation right after delivery; the voluntary 30-day returns offer is not a replacement for those rights. Read the return policy or contact us.

Processing or production time depends on the specific product and fulfilment partner. Shipping transit estimates start after dispatch. For UK General profile orders, a standard delivery estimate of about 3–5 business days after dispatch is guidance, not a guaranteed arrival date. Some orders may arrive separately. See shipping details.

Shipping availability, cost and methods vary by destination and product. The methods offered to your address will appear at checkout; not every item can be delivered to every country.

Use our order-tracking page where tracking is available, or contact us with your order number. You do not need to create an account to ask for help.

Tracking updates can sometimes take time to appear after shipment. If your tracking has not updated for several business days, please contact us on WhatsApp at +44 7513 644141 or at contact@baliveno.com and include your order number.

Eligible items can be returned under our voluntary 30-day offer. Free return postage applies to original goods totals over £75. For £75 or less, including exactly £75, our return label costs £6.99; if you arrange your own postage, you pay its direct cost instead. Original goods totals are measured after discounts and exclude delivery. Faulty or incorrect goods are handled at no return-postage cost for the applicable remedy. Statutory rights are unaffected. Read the full return policy.

Open the customer-care form, select Start a return, and provide the order number and item(s). We will reply with instructions and any permitted shipping charges. A reason for cancellation is not required where a statutory cancellation right applies. You can also email contact@baliveno.com.

Exchanges may be available depending on the item, size, stock availability, and return eligibility. Please contact us on WhatsApp at +44 7513 644141 or at contact@baliveno.com and our team will help you with the best available option.

Refund timing depends on the reason for the return, the applicable consumer right, the payment provider and the processing of the return. We will explain the relevant steps and any permitted deductions. Contact customer care with your order number for a status update.

If you receive the wrong item, please contact us on WhatsApp at +44 7513 644141 or at contact@baliveno.com as soon as possible. Include your order number and clear photos of the item received so our team can review and assist you quickly.

If your item arrives damaged, please message us on WhatsApp at +44 7513 644141 or email contact@baliveno.com with your order number and photos of the product and packaging. We will review the issue and help you with the next steps.

Read the fabric, fit and care section on the individual product page and use any available measurements in centimetres. Product sizing can differ by style and supplier, and dimensions may be garment or body measurements; check which is specified. If detailed measurements are missing, ask us before ordering.

BALIVENO stocks a range of clothing and accessories for different uses. Consult each product listing for material composition, sizing, garment weight and care details. Contact us to confirm any missing specification; suitability will depend on the item and intended use.

The fastest way to reach us is on WhatsApp at +44 7513 644141. You can also email contact@baliveno.com. Please include your order number if your message is related to an order.

We aim to reply within 2 business days. Customer-care hours are Monday-Friday, 9am-5pm UK local time (Europe/London), excluding UK bank holidays.