Refund & Return Policy

At Balvem we want you to be genuinely happy with what you ordered. If something is not right, this page explains exactly how to return it.

Return Window

You have 30 days from the day your order is delivered to request a return. Delivery date is taken from the carrier's tracking confirmation.

How to Start a Return

Step 1: Write to us first

Email supportbalvem@gmail.com with:

  • Your order number
  • Which item(s) you want to return
  • The reason for the return
  • Clear photos of the item

We reply within 1 to 2 business days with approval and the return address.

Step 2: Send the item back

Pack the item in its original packaging with all tags attached and ship it to the address we give you. Return shipping is paid by the customer, except when the item is faulty or the wrong item was sent. Please use a tracked service: we cannot process a return we never receive.

Condition of Returned Items

  • Unworn, unused and undamaged
  • Free of marks, scents or alterations
  • In the original packaging, with tags and any gift box included

Refunds

Once your return arrives and passes inspection, we issue the refund to your original payment method within 5 to 10 business days. The refund is made in your local currency, at the amount you were charged. Your bank may take a few additional days to display it. We email you as soon as the refund is sent.

Faulty or Incorrect Items

If your item arrives damaged, faulty, or is not what you ordered, tell us within 7 days of delivery with photos. We cover return shipping and send a replacement or a full refund, whichever you prefer.

Exchanges

Want a different colour or model? Ask for an exchange in your first email and we will reserve the replacement while your return is in transit.

What Cannot Be Returned

  • Pierced jewellery such as earrings, for hygiene reasons
  • Items marked Final Sale or Clearance
  • Gift cards

Good to Know

  • Original shipping charges are not refunded unless the item was faulty.
  • Small differences in measurement (±1 to 3 cm) or in colour caused by your screen are not considered faults.
  • Returns sent without prior approval cannot be processed.

Before You Open a Dispute

Please contact us first. Almost everything is solved faster by email than by a chargeback, and we would much rather fix the problem for you directly.

Your Statutory Rights

Nothing on this page limits the consumer rights granted to you by the law of your own country of residence. Where local law gives you more than this policy does, local law applies.

Questions

Write to supportbalvem@gmail.com and a person will answer you.