FAQ

Frequently Asked Questions

You can check the status of your order and follow the delivery process at any time.

To do this, enter the order number (from the email you received) on the Track your order page.

If you have an account, you can view all the information about your order in your My Account area. If you do not have an account yet, sign up now to benefit from exclusive services.

Balmain.com issues an invoice for every order placed. This document will be sent as an attachment with the delivery confirmation email for your package, and can also be viewed via your Customer Account.

Please note: once the order has been confirmed, you will not be able to change the information you have entered, nor will we be able to issue a new invoice.

The size shown on the item's label is indicated on each product page and is converted into your country's corresponding size.

To find the size you are looking for, you can use the Size Guide: this is an indicative size scale (ranging from XXS to XXXL) that allows us to group all sizes in one system.

See the Size Guide section accessible from our product pages for more information.

We're sorry, but once your order has been confirmed, it is automatically processed and therefore cannot be cancelled. However, you may return the package to us as outlined in our Returns Policy.

You may return any item purchased on Balmain.com within 20 days of the delivery date by following the instructions below:

  • Fill in the Online Return Form to generate your return label.
  • Make sure that the items are in their original condition and that all labels are attached. If you fail to do so, we will not be able to accept the returned goods or give you a refund.
  • Prepare the parcel and stick the DHL label on the Balmain.com box (or any other sturdy, rigid cardboard box) over the previous delivery label. Our return service guarantees a refund in case of theft during delivery to our warehouse.
  • Contact DHL by phone on 842838446203 or online to arrange for collection of your package from your desired location.

We normally process returns within 3 working days of receipt in our warehouse. During busy periods, this can take up to 7 working days. Once your refund has been accepted, we will send you a confirmation email.

Refunds will be made on items returned in accordance with the above conditions. If the return doesn't meet the conditions, the package will be returned to you. 

Due to merchandising restrictions, all returns must be made from the country where the order was placed.

Masks, underwear and swimwear cannot be returned.

For more information on the conditions for exercising your right of withdrawal, please consult the Legal notice.

Orders

  • Order in progress : the order has been confirmed and we have already sent you a confirmation email containing the order number.
  • Order shipped : as soon as your order leaves our warehouse, we will send you an email confirmation with the tracking number.

You can check the status of your order at any time by entering the order number on the Track your order page.
Registered users can also access their order information in the My Account area.
 

You can check the status of your order and follow the delivery process at any time.

To do this, enter the order number (from the email you received) on the Track your order page.

If you have an account, you can view all the information about your order in your "My Account" area. If you do not have an account yet, sign up now to benefit from exclusive services.

Check your "Junk Email" folder and make sure that the "no-reply@balmain.com" addresses are on your email account's approved senders list.
This means that our emails will no longer be blocked by your spam filter in the future.

If the problem persists, contact us.
 

If your order has not been delivered within the estimated delivery time, we recommend contacting the courier on the Track your order page.

Check the status of your order:

  • Go to the "My Orders" section of your account, or enter the order number from your order confirmation email on the "Track your order" page.
  • Check that the delivery address is correct.

For assistance, contact us. We will be happy to help you.
 

Unfortunately, this is not possible. Each order is processed separately, and once your order has been confirmed, it is impossible to change the details or cancel your order. 

If you wish to purchase other items, you must place a new order. If you wish to return items, please see our Returns Policy.

We're sorry, but once your order has been confirmed, it is automatically processed and therefore cannot be cancelled. However, you may return the package to us as outlined in our Returns Policy.

Delivery

  • Express delivery

          Delivery made within 2-4 working days
          $ 30

Deliveries are made during business hours Monday to Friday, except on public holidays. The courier will make 3 delivery attempts; after the third attempt, the package will be redirected to our warehouse.

Please note: once the order has been confirmed, you will not be able to change your delivery address. As all orders are processed automatically, it is not possible for us to change dispatch and delivery times.

You will receive an email with a link to track your order as soon as your package leaves our warehouse. You can also visit the Track Your Order section to check the status of your order.

 

At the moment, we are not able to ship to the French overseas departments or to PO Boxes. Orders to any of these destinations will be cancelled.

The delivery address of your order must correspond to the country of the site on which you placed it. Orders placed from a different country to the delivery address will be automatically cancelled. Please select the country you wish to send your order to from the link on each page.


If the "collect in store" option is available in your country, Balmain.com offers you the possibility of picking up items ordered online from a boutique at no extra cost. 

During checkout select "Collect in store" and choose which boutique you'd like to have your items delivered to. 
We will send you an email as soon as your order is ready at the boutique.

To collect your order, you will need to bring:

  • a valid form of ID;
  • the shipping confirmation email (printed or on your mobile phone).

If you are not able to collect the order yourself, the person collecting the order will need to bring:

  • a copy of your valid form of ID;
  • their own valid form of ID;
  • the shipping confirmation email (printed or on their mobile phone);
  • a letter of proxy.

If the package is not collected within 20 days of delivery to the boutique, it will be returned to our warehouse and we will automatically issue a refund.
 

Unfortunately, you cannot choose a delivery date and time. However, you can try to contact the courier directly to arrange a delivery date.

All orders are shipped from our warehouse in Paris, France. 

Returns & Refund

You may return any item purchased on Balmain.com within 20 days of the delivery date by following the instructions below:

  • Fill in the Online Return Form to generate your return label.
  • Make sure that the items are in their original condition and that all labels are attached. If you fail to do so, we will not be able to accept the returned goods or give you a refund.
  • Prepare the parcel and stick the DHL label on the Balmain.com box (or any other sturdy, rigid cardboard box) over the previous delivery label. Our return service guarantees a refund in case of theft during delivery to our warehouse.
  • Contact DHL by phone on 842838446203 or online to arrange for collection of your package from your desired location.

We normally process returns within 3 working days of receipt in our warehouse. During busy periods, this can take up to 7 working days. Once your refund has been accepted, we will send you a confirmation email.
Refunds will be made on items returned in accordance with the above conditions. If the return doesn't meet the conditions, the package will be returned to you. 

Due to merchandising restrictions, all returns must be made from the country where the order was placed.

Masks, underwear and swimwear cannot be returned.

For more information on the conditions for exercising your right of withdrawal, please consult the Legal notice.

Returns are usually confirmed within 3 working days after arriving at our warehouse. During busy periods, this can take up to 7 working days. Once your return has been confirmed, we will immediately request a refund and send you a confirmation email.

The time taken to process refunds varies depending on the payment method used.

  • Credit card: our bank will refund you within 7 working days after sending the confirmation email. Next, the time it takes to recredit your credit card will depend on your card issuer.
  • PayPal : the refund will be visible in your PayPal account within 24 hours from the date the confirmation email was sent.

Please ensure you have a bank account registered in the same country as the one in which you placed your order.

You can check the status of your refund on Track your order page.

For security reasons, refunds cannot be made to a different credit card than the one used to pay for the order.

You can check the status of your return at any time using Track your return.

If you have lost your prepaid return label, it can be re-generated from your Online Account or from the Online Return Form section. You can also contact our Customer Care who will assist you.

 Yes. If you want to use another courier, please note you will be responsible for the return shipping costs.
 In this case, please send the package to the following address:

PB
Kuehne + Nagel Ferrières
ZAC des Hauts de Ferrières,
PA du Nid à Grives
77 164 FERRIERESEN BRIE

Please note that if you do not use the return label provided, Balmain.com is not responsible for the theft or loss of the parcel during transport. This is why we recommend using a tracked delivery service. 

Of course. You can use one box and one return label.

For more information on return procedures, see the Return Policy.

We are pleased you decided to keep your items. Don't worry, there's no need to contact us.

If the order was paid for by PayPal or credit card, the refund will be paid to the account or credit card used. For security reasons, we are not allowed to make the refund to a different account or credit card.

My Account

Create an account to have access to exclusive services and sections reserved for our customers: My Orders, Fast Checkout.

When you register, Balmain.com recognises the country you are in and automatically associates it with your account. Your account will therefore only be active on the version of the site corresponding to your country.

If you no longer wish to receive our Newsletter, you can unsubscribe at any time by clicking on the Unsubscribe link at the bottom of the Newsletter. This will open a web page where you can confirm your unsubscription.

You may receive further communications while your request is being processed. We apologise in advance for any inconvenience this may cause you.

In order to reset your password, provide the email address linked to your account to receive a password recovery email. To do so, click on the following link Forgotten password.

When you subscribe to our Newsletter, you can:

  • be among the first customers to know about Balmain.com's new products;
  • benefit from promotions reserved exclusively for our customers;
  • receive our style advice
    ... And so much more!

If you wish to delete your Balmain.com Account, please contact us.

When you register, Balmain.com recognises the country you are in and automatically associates it with your account. Your account will therefore only be active on the version of the site corresponding to your country. If your email address or password for My Account are not recognised, please check that you are on the version of the site where your account is registered.

If you have forgotten your password, click on the link "Forgot your password?" found on the Login page and follow the instructions to change your password.

For assistance, contact us. We will be happy to help you.

To transfer your My Account to a new country, please contact us.

Try adding the address "contact@email.balmain.fr" to the list of approved senders in your email account. This way, future newsletters should not be blocked by your spam filter. If you still do not receive the Newsletter, please contact us.

Payment

On Balmain.com, you can use the following payment methods:

  • Credit card: Visa, MasterCard, American Express, Carte Bleue, prepaid cards. The total amount will be debited from your card when your order is shipped.

Balmain.com's Fast Checkout allows you to store your credit card information so you don't need to enter it again when you next shop.

  • PayPal: if PayPal is available in your country, you can easily make online purchases without having to enter your credit card information on the website. Your account will be debited once your order is complete. To create a new PayPal account, visit paypal.com.

The purchasing services on Balmain.com are exclusively reserved for end consumers. The prices shown include VAT.

Balmain.com issues an invoice for every order placed. This document will be sent as an attachment with the delivery confirmation email for your package, and can also be viewed via your customer account.

Please note: once the order has been confirmed, you will not be able to change the information you have entered, nor will we be able to issue a new invoice.

On Balmain.com, every payment is highly secure thanks to the use of certified secure servers. In addition, we only use secure connections, as indicated by the "https" prefix and the padlock in the browser's address bar.
In order to secure credit card payments, you will be asked to enter your card's security code with each order. As an additional security measure to authorise payment, the bank that issued your card may require you to enter a unique password, SMS code or use another authentication method.

In addition, the Payments department may carry out checks and contact you before approving the transaction and confirming the order in order to combat fraud, guarantee your protection and request more information.

Check your payment details are correct. If you are paying by credit card and are asked to enter a one-time password, SMS code or other authentication method to authorise payment, make sure that you have followed all the instructions given to you by your credit card company.

If the problem persists, we suggest you contact the issuer of your card and, in the meantime, use another means of payment.

For assistance, contact us. We will be happy to help you.

As soon as your order is complete, a payment authorisation is automatically carried out to verify the validity of the credit card and the availability of funds. The amount is debited later, when the order is handed over to the courier. You will then receive an email indicating that the amount has been debited.

The amount paid will be less than the order total if one or more items ordered are not available when the order is prepared. The amount paid therefore corresponds to the items that have been shipped.

Balmain.com guarantees that your order total will be charged to your credit card only once. However, it is possible that the amount will appear twice on your credit card statement. If this is the case, the first amount corresponds to the payment authorisation made at the time of the order and the second amount corresponds to the amount actually debited.

Shopping

With a pre-order, you can reserve an item before it is available for sale. You can find the estimated shipping date on the product page for pre-order items.
Orders including both available and pre-order items: the products will be sent at two different times, but you'll only be charged once for the delivery costs.
Orders made up of pre-order items with different delivery dates: all items will be dispatched together on the latest estimated shipping date.
In any case, you will receive a confirmation email as soon as your package is shipped.

Pre-order items can only be purchased by credit card. Once your order is complete, we will ask your bank to verify the bank details you have entered.
In order to confirm the validity of your credit card, your order may be subject to a payment authorisation of 1 $, which will not be charged. Your credit card will only be charged when your package is shipped.

If you wish to make purchases on Balmain.com, you do not need to create an account. However, we recommend creating an account to benefit from areas and services reserved exclusively for our customers.

Search for an item

To browse our catalogue with ease, use our navigation menu to choose an item category or discover all our selections on our homepage. If you are looking for a specific item, you can use our filters or our internal search engine.

Product information

For each item, you'll find a product page with the available sizes and colours, as well as a detailed description and composition. Click on the product image to enlarge it and see all the details.

How to place your order:

  1. on the product page, select the colour and size of your choice ;
  2. add the product to your Shopping Bag ;
  3. once you have finished shopping, click "Proceed to Purchase" ; 
  4. enter your email and delivery address ; 
  5. then choose the delivery method and payment method ; 
  6. check that you have entered your details correctly, then click on the "Purchase Now" button.

If you are paying by credit card, you may be asked for a second authentication to authorise the payment before you finalise your purchase. In this case, you will have to enter a unique password, an SMS code or use another authentication method provided by your bank.

Within a few minutes you will receive a confirmation email with all the details of your order. From that moment on, our warehouse takes care of everything. You will receive a confirmation email as soon as your order is shipped.

Our website display is optimised for all the latest versions of the main internet browsers. Check that the internet browsers you usually use are up to date.

If you are experiencing browsing problems, we recommend:

  • deleting all cookies and temporary files stored on your computer
  • checking that Javascript is enabled.

If you're still having problems, please get in touch and provide us with the following information:

  • your operating system (Windows Vista, Mac OS X, etc.)
  • your internet browser and which version you're running (Internet Explorer 9, Firefox, Safari, etc.)
  • the URL you are trying to access (e.g. www.balmain.com).
Save your credit card details so you don't have to enter them every time you order. You can save several credit cards. The card specified as the default card will be selected automatically for each payment. In addition, you can save several addresses and choose the one you use most often as your "favourite". Balmain.com makes sure to use the highest security standards in data management.

As long as your order has not been finalised, the items you have added to your basket remain available on the website, and can therefore be purchased by other customers. If this happens before you have been able to finalise your order, you will receive an email notification that the items are no longer available.

Balmain.com promotional codes allow you to take advantage of exclusive promotions and initiatives. To receive your promotional codes, subscribe to the Newsletter. If you wish to take advantage of a particular promotion, enter the code in the field indicated on the payment page. You can only use one promotional code per order. If the code is not valid, check the newsletter for the valid dates of the promotion and the product categories concerned.

Of course! You can use the version of our website that's specially optimised for mobile devices.

Sizing

The size shown on the item's label is indicated on each product page and is converted into your country's corresponding size.

To find the size you are looking for, you can use the Size Guide: this is an indicative size scale (ranging from XXS to XXXL) that allows us to group all sizes in one system.

See the Size Guide section accessible from our product pages for more information.

Can't find the answer to your question?

Contact Us