FAQs

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 find 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 added to your shopping bag by clicking on the ‘BAG’ icon in 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’ button.
  • To finalize your purchase, click ‘SECURE CHECKOUT’ button and follow the instructions.
  • Please be aware that items in your bag are not reserved. Until you checkout, items in your shopping bag and may still be purchased by other customers.

Our Client Services would be glad to help you in placing an order on the phone: contact them at 00800 1851 1851.


Do I need to create an account to place an order?

You are not required to create an account to make a purchase. If you wish, you may also checkout as a guest. Bally recommends that you create an account to enjoy the full benefits of the website, including stating your contact preferences, storing payment methods, and managing 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 email 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 your items are shipped from our facility.


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: clientservicesEU@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. Please note that additional payment authentication may be required by your card issuer such as Verified by Visa, MasterCard Secure Code and AMEX SafeKey.


Is it safe to use my credit 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 Adyen, a secure online payment gateway which encrypts your payment details in a secure host environment.

Bally ensure the security of payments by means of a 3D Secure system for Visa©, Mastercard© and American Express© credit cards that are equipped with this system. An additional step is taken at the time of payment, which enables verification of the identity of the credit card holder and validation of the transaction. Each bank has its own authentication. For any question regarding your 3D Secure code, please contact your bank directly. In case of doubt, you can place your order by phone with our Customer Service by calling 800 1851 1851.


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.


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.


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: clientservicesEU@bally.ch By phone: 00800 1851 1851.


Can I cliam 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.


DELIVERY

Which European countries does Bally deliver to??

Bally deliver to all countries as listed below. Please visit:

  • www.bally.ch to shop in Switzerland
  • www.bally.com.de to shop in Germany
  • www.bally.fr to shop in France
  • www.bally.it to shop in Italy
  • www.bally.co.uk to shop in United Kingdom (excluding Northern Ireland)
  • www.bally.eu to shop in Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, Greece, Hungary, Ireland, Latvia, Lithuania, Luxemboug, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden.
  • 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.

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.


How long will it take for me to get my order?

Upon confirmation of your order, it will take from 3 to 5 working days to receive your order, depending on the shipping method selected. Please note that deliveries will be made between 7am and 7pm Monday to Friday. Please be advised that during peak periods such as promotions, Sales and Christmas the processing of your order might encounter delays due to the numbers of orders to be processed. If you have further questions, please contact Client Services and we can advise you on the progress of your order.


How much does shipping cost?

Bally offers free shipping on all orders over € 300. Shipping costs € 15 for orders under € 300.


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 track my order?

Once your order has been shipped, 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 change my delivery address once my order has been shipped?

Unfortunately, we are unable to change your delivery address after your order has been placed.


Can I have my order shipped to a freight forwarder?

Please note that Bally does not ship to freight forwarders. Orders placed with a delivery to freight forwarders are automatically rejected and will not be processed.


Does Bally deliver to PO boxes?

Due to delivery carrier restrictions we are currently unable to ship to PO boxes or BFPO.


RETURNS

How do I return an item?

To return an item, free of charge, simply follow the below steps:

  • Contact Bally Client Services via phone or via email.
  • Bally Client Services will provide you with a pre-paid return label. You have fourteen (14) days from delivery to submit your returns request.
  • Bally Client Services will provide you with a Return Authorization Number and arrange our courier to collect the items at your convenience.
  • Place the items you wish to return in the original packaging along with the completed form. Please note: All return merchandise must be in new and unused condition with all tags and labels still attached.
  • Attach the return label to the top of the package and hand to the package to the courier upon collection.
  • Please note: Only return shipments using our approved courier will be free of charge. Should you decide to use another courier, you will be responsible for all costs and liability. Any costs or expenses incurred by you are non-refundable.
  • Once your package has arrived at our facility, the items will be inspected. Once the items are deemed to be in new and unused condition with all tags and labels attached, Bally will issue a credit for the amount originally paid. Bally can only issue a refund to the originally form of payment. We will send you an return confirmation email once your refund has been issued.

Does it cost anything to return an item?

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.


Will I receive a full refund?

All items are rigorously checked for quality when returned. Once your goods are deemed to be in 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 originally form of payment. 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 check for quality. Once your goods are deemed to be in new and unused condition with all tags and labels still attached. Bally will issue a credit for the amount originally paid. We will send you a return confirmation email once we issue the refund. Please note: Bally can only issue a refund to the originally form of payment and depending on your financial institution, it may take up to 10 days, from the date of refund, for the funds to appear in your account.


Can I return my order in store?

Yes, orders placed online can be returned to a store of your choice (excluding outlet and airport stores). Please note we can only accept store returns within the same country of delivery. From the day of receipt, 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 return my order in store?

Yes, orders placed online can be returned to a store of your choice (excluding outlet and airport stores). Please note we can only accept store returns within the same country of delivery. From the day of receipt, 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 return a faulty item?

You have the right to return items with defects or quality issues. Should you find that your items have any manufacturing defects or quality issues, you should immediately email Bally Client Services at clientservicesUK@bally.ch or call us at 00 800 1851 1851, Monday-Friday from 9am-6pm. Bally Client Services will provide you with full instructions on how to return your items. 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 defective or damaged and it is outside the return period, or the items 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.


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 clientservicesEU@bally.ch or call us at at 00 800 1851 1851, Monday-Friday from 9am-6pm.


Do you offer a Made To Order service?

Bally offers a Made to Order Service for specific styles of shoes, belts, small leather good and bags at the boutiques in Lafayette, Nice, Davos, Lausanne, Lucerne, Zurich and Paris Capucines. We kindly invite you to contact the store or client services for further details about the service.


How do I take care of my shoes?

To maintain the best condition of your shoes, proper care and attention should be given to the leather depending on its type.


Do you offer a repair service?

Should you wish to discuss a repair for your Bally product, please contact clientservicesEU@bally.ch or call us at 00 800 1851 1851, Monday-Friday from 9am-6pm.


Do you offer refreshing services for handbags??

Bally does not offer refreshing services for handbags or small leather goods. For additional assistance, please contact Client Services via email clientservicesEU@bally.ch or call us at 00800 1851 1851.


What is the difference between an adjustable belt and a fixed belt?

Bally has two types of belt constructions - adjustable and fixed. If your belt is fixed, it has been designed with multiple size options to choose from. If your belt is adjustable, it has been designed with a singular length of material. The buckle can be removed and the material can be cut in order to fit you perfectly. Bally offers a belt cutting service in-store. For more information, please contact Client Services.