FAQs

Need Help? Contact Client Services on 00800 1851 1851

 

FAQ

Frequently Asked Questions.

PLACING AN ORDER

+ How do I place an order on the Bally website?
Placing an order is quick and easy:
  • Browse through our product categories and click on the images to access the individual product page where you will be offered information on the size and material.
  • Select your item and add to your shopping bag by clicking on the ‘ADD TO BAG’ button.
  • You are able to review the items you have chosen by clicking on the ‘BAG’ icon at the top right hand corner of the website. To delete any items from your shopping bag, you can simply click on the 'REMOVE' button next to the item.
  • To resume shopping after viewing your shopping bag, click the ‘CONTINUE SHOPPING’.
  • To finalise your purchase, click ‘CHECKOUT’ and follow the instructions.
  • Please be aware that items in your bag are not reserved and may still be purchased by other customers, until you checkout.
+ Do I need to create an account to place an order?
You are not obliged to create an account to make a purchase, you may also checkout as a guest. Bally recommend that you create an account to enjoy the full benefits of managing your account, including stating your contact preferences, store payment cards and address details.
+ I have forgotten my password! What should I do?
You may reset your password by clicking on the ‘Forgot your password?’ link on the sign in page and follow the instructions.
+ Is my personal information kept private?
We treat all of the information you share with us as private and confidential. For further details, please read our privacy policy here.
+ How will I know when you have received my order?
After you place your order, you will receive an email confirming the safe receipt of your order. Please note that this does not constitute an acceptance of your order. You will also receive an Order Confirmation once all your details have been checked and the availability of your order has been verified. The contract between you and Bally will be effective from the moment you your goods are dispatched from the warehouse.
+ Do you offer a Gift wrapping service?
Gifting services are available to select in your Shopping Bag before Check Out and are complimentary of Bally. Selecting the Gift service gives the option to remove the price from any packaging and paperwork and add a personal touch with a special message, printed and included inside the box.
+ Can I order corporate gifts on your website?
To order corporate gifts please contact our Client Services team who will be happy to assist you. Contact details; By email: clientservicesUK@bally.ch By phone: 00800 1851 1851.

PAYMENTS

+ What payment types does Bally accept?
Bally accepts Visa, Visa Debit, AMEX, AMEX Debit, MasterCard, MasterCard Debit and PayPal online. Please note that additional payment authentication may be required by your card issuer such as Verified by Visa, MasterCard Secure Code and AMEX SafeKey.
+ When will Bally debit my card/account?
At the point of order your financial institution may authorize the required funds. Bally, however, will not request the funds until your order is shipped from our facility.
+ Is it safe to use my credit/debit card on your website?
Security of your personal details is very important to Bally. To ensure your shopping experience is safe and secure, Bally uses Secure Socket Layer (SSL) technology to protect the data sent to us over the internet. All payment transactions on the site are processed via Cybersource Corporation, a secure online payment gateway which encrypts your payment details in a secure host environment.
+ Is my personal information kept private?
We treat all of the information shared with us as private and confidential. For further details, please read our privacy policy here.
+ Can I claim a tax refund on purchases made online?
At this time we are unable to provide a tax-back (tax refund) service for any of our online customers.
+ When will I be charged for my order?
Your card or other method of payment will not be charged until your order is shipped. However, your bank balance may reflect deduction of funds immediately upon order.
+ Why is my order not being accepted?
Please be sure that the address entered in the "Billing" field is the address that is registered with your bank. If the order is still not being accepted please contact your bank, followed by our Client Services team who will be happy to assist you. Contact details; By email: clientservicesUK@bally.ch By phone: 00800 1851 1851.

DELIVERY

+ How long will it take for me to get my order?
Upon confirmation of your order, it will take from 3 to 6 working days to receive your order, depending on the delivery option selected. Please note that deliveries will be made between 7am and 7pm Monday to Friday. If you have further questions about this please contact client services and we can advise you on the progress of your order.
+ How much does shipping cost?
Bally offers free Standard Delivery on all orders except for orders that contains shoe care products only.
+ How much does shipping cost if I order shoe care products only?
If you order shoe care products only for order below 60£ the standard Shipping is 20£.
+ Which countries does Bally deliver to?
Bally deliver to all European countries as listed below:
Austria
Belgium
Bulgaria
Croatia
Cyprus
Czech Republic
Denmark
Estonia
Finland
Germany
Greece
Hungary
Ireland
Italy
Latvia
Lithuania
Luxembourg
Malta
Netherlands
Poland
Portugal
Romania
Slovakia
Slovenia
Spain
Sweden
Switzerland
United Kingdom
USA

Please use the Region Selector to check or change your delivery country before adding items to your shopping bag. We also have stores worldwide if you prefer to shop in store. Click here to find your nearest store.
+ Does Bally deliver to PO boxes?
Due to delivery carrier restrictions we are currently unable to ship to PO boxes or BFPO.
+ Will my parcel be insured and will I need to sign for it?
Your parcel is insured by Bally during transit up until the point when it is delivered to you. A signature will be required for every delivery, at which point, the responsibility for the goods delivered is passed to you.
+ Can I change my delivery address once my order has been dispatched?
Unfortunately, we are unable to change your delivery address after your order has been placed.
+ Can I track my order?
Once your order has been dispatched, we will send you an email detailing the courier and the tracking number. You will be able to use this number to track your order.
+ Can I collect my order in store?
You can now shop online at Bally.co.uk and collect your order in selected stores. You will be notified via email as soon as your order is available for in store collection.

RETURNS

+ How much is the returns charge?
For all orders, returns are free of charge unless otherwise specified in the General Terms and Conditions of Sale. You must follow our returns process to ensure your return is managed safely and securely.
+ How do I return an item?
To return an item, free of charge, simply follow the below steps:
  1. Contact Bally Client Services via phone or return your order to a store. You may also submit your return request via email using the Model withdrawal form. Please note we can only accept store returns within the same country of delivery. You have fourteen (14) days from delivery of your order to submit your returns request.
  2. Bally Client Services will provide you with a returns authorisation number and arrange our courier to collect your goods at your convenience.
  3. Place the items to be returned (new, unused and in perfect condition with all tags and labels attached) in the original packaging together with the completed form inside the carton.
  4. Attach the return label to the top of the carton and hand to the courier upon collection.
  5. Please note: Only return shipments using our approved courier will be free of charge and at Bally cost and liability. Should you decide to use a courier other than the Bally approved courier, you will bear all associated costs and liability. Any costs or expenses incurred by you are non-refundable.
  6. Once your goods have arrived at our warehouse, they will be inspected. If the goods are deemed to be in perfect condition, new, unused and with all tags and labels attached, Bally will credit your card/payment method with the price originally paid. Bally will credit the refund to the card/payment method originally used. We will send you an Email confirmation once your refund has been issued.
+ Can I return a shoe care product?
Currently Bally cannot accept returns for shoe care products.
+ Can I return a faulty item?
You have the right to return items with defects or quality problems.
Should you find that your items have any manufacturing defects or quality problems, you should immediately Email Bally Client Services at clientservicesUK@bally.ch or call us on 00800 1851 1851, Monday to Friday between 8am and 5pm.
Bally Client Services will provide you with full instructions to return your goods.
Upon receipt, we will carefully examine your items and if any damages or defects are identified, we will repair or replace them free of charge. If we are unable to repair or replace your item, we will offer you a full refund.
Please note: If your items are not deemed faulty, damaged, do not have any quality issues or have been damaged due to misuse, you will not be entitled to repairs/replacements or refunds and Bally will return the items back to you, at your expense and liability.
+ Will I receive a full refund?
All items are rigorously quality checked. Once your goods are deemed to be in perfect condition, new, unused and with all tags and labels attached, Bally will credit your card/payment method with the price originally paid. Bally is only able to refund the card/payment method originally used for the purchase.
+ When will I receive my refund?
All items are rigorously quality checked. Once your goods are deemed to be in perfect condition, new, unused and with all tags and labels attached, Bally will credit your card/payment method with the price originally paid.
Bally will credit your card/payment method originally used as soon as your items have been checked. We will send you an Email confirmation once your refund has been issued.
Please note: Bally is only able to refund the card/payment method originally used for the purchase and it may take up to 10 days, from the date of refund, to appear on your statement/in your account – dependent on your card/payment issuer.
+ Can I return my order in store?
Yes, orders placed online can be returned to a store of your choice (exluding outlet and airport stores). Please note we can only accept store returns within the same country of delivery. From the day of recepit, you will have fourteen (14) days to submit a returns request. All returned merchandise must be in a new and unused condition with all tags and labels still attached. Bally will issue a credit for the amount originally paid. Bally can only issue a refund to the original form of payment. We will send you an return confirmation email once your refund has been issued. For more details see our Returns Policy.
+ Can I exchange an item bought online?
It is currently not possible to exchange an item through the online store. Please follow the return procedure that can be found in FAQs and see our Returns Policy.

OUR PRODUCTS

+ I need more information on a product
Our aim is to give as much information as possible on the product pages of our items. Should you require any further information, please contact clientservicesUK@bally.ch or call us on 00800 1851 181, Monday to Friday between 8am and 5pm.
+ Do you offer a repair service?
Should you wish to discuss a repair for your Bally product, please contact clientservicesUK@bally.ch or call us on 00800 1851 1851, Monday to Friday between 8am and 5pm.
+ Do you have a shoe care guide?
To become an expert in caring for your Bally shoes, please refer to our Shoe Care Guide.
+ How do I take care of different materials?
To maintain the best condition of your shoes, proper care and attention should be given to the leather depending on its type. To learn more about material care please refer to our Material Care Guide.
+ Which shoe care accessories should I use?
To help you choose the right shoe care accessories for your Bally item, please refer to our Shoe Care Accessories Guide.
+ Do you offer a Made To Order service?
Bally offers a Made to Order Service. We kindly invite you to discover more information on our Made to Order page.