CAN I CHECK MY ORDER STATUS?
Yes, you can check your order status from your eTHLETIX account. If you don’t have an account yet, you can create one here or click the Create an account at the top of the page and then choose to sign up.
DO I NEED TO CREATE AN ACCOUNT BEFORE PLACING AN ORDER?
No, you don't have to create a eTHLETIX account, but having an account has many advantages.
WHEN YOU CREATE AN ACCOUNT, YOU CAN:
Review past purchases.
Save items you'd love to have to your Wish List.
Save your personal details and payment details for the smoothest checkout experience.
Manage your personal details, delivery address, order status and order history.
WILL INVENTORY BE RESTOCKED?
Some of our items get restocked, but not all of them are.
HOW DO I KNOW IF AN ITEM IS IN STOCK?
All items are in stock unless a "Sold Out" message is displayed. This message is shown after you've selected your size (if the item has size options).
Please be aware that even if an item is in your shopping cart, it is not reserved until you have completed your order.
CAN I ADD ITEMS TO AN ORDER THAT I PLACED?
It is not possible to add items to an existing order that you have already placed. After you placed your order, the order will be processed in our warehouse almost immediately. Once you've received your order, you can return the entire order or products you do not want to keep within 30 days.
CAN I RESET MY PASSWORD?
If you have forgotten your password, change it here or follow the 'Forgotten Password' instructions on the 'Sign in' page. For security reasons we are unable to send your password via e-mail.
WHERE DO I ENTER eTHLETIX VOUCHER OR DISCOUNT CODE?
You can enter your discount code after reviewing your shopping cart, click on ”CHECKOUT” to proceed with your order. On the ‘information’ page you can enter your personal details and address and the code in the field “I have a discount coupon code”. Press the “APPLY” button and our discount will automatically be deducted from the total payment.
CAN I BUY A SHIRT WITH CUSTOM PRINT?
It is not possible for us to supply clothing with custom print, as we pick the designs of our shirts and sweaters carefully.
IF I PUT AN ITEM INTO MY SHOPPING CART, WILL THIS MEAN THAT I HAVE RESERVED IT?
No, items in your shopping cart are not reserved. They are reserved as soon as you place an order and finalize the payment. If you want to keep a list of your preferred products, use the wish list but keep in mind that the products on your wish list are not reserved either.
I PLACED AN ORDER SUCCESSFULLY, BUT I DIDN’T RECEIVE A CONFIRMATION E-MAIL YET. WHAT SHOULD I DO?
After finalizing your payment, you will receive a confirmation e-mail stating your order number and a summary of your order details. In case you didn't receive this e-mail within 2 hours, please contact us to ensure order validity.
WHAT ARE THE PAYMENT OPTIONS?
You can pay using Visa, MasterCard, PayPal, iDEAL, Klarna, Bancontact and Fashion cheque. The payment options can vary from country to country.
After selecting your preferred payment method, you will be redirected to the chosen payment gateway. Once your payment has been completed, you will return to BALR.com and you will receive your payment confirmation by e-mail. In case the payment is cancelled or fails, you will be returned to BALR.com and you will see a notification containing the error. From that page you can choose a different payment method.
DO I HAVE TO PAY DUTIES AND TAXES?
eTHLETIX ships from the Poland. Duties and taxes may apply if you place an order from outside the EU. For countries within the EU, there are no custom charges.
eTHLETIX shall not be liable for duties or taxes. Please be well informed before you place an order. Once your order has been shipped, it can no longer be cancelled. Only after you've received your order, you are able to return the item(s) free of charge.
IS MY PACKAGE INSURED?
Yes, all our shipments are insured until the moment you received the package.
CAN I USE POST OFFICE BOXES AND FREIGHT FORWARDING?
We are unable to deliver to Post Office boxes and forwarding addresses, including Aramex addresses.
CAN I ORGANISE FOR MY ORDER TO BE DELIVERED TO A DIFFERENT ADDRESS?
Yes, when you place your order you can enter the delivery address details, which can be different from your home address
HOW CAN I RETURN MY ORDER?
You can return your order free of charge within 30 days. Please note that the tag must be attached and the item cannot be worn or washed.
You can return your order by completing the following steps - Here is the return information
After your return has been processed, your refund will be issued to the original payment method used when placing the order.
If you encounter any problems during the return process, please do not hesitate to contact us.
WILL I RECEIVE A FULL REFUND WHEN RETURNING AN ORDER?
Your refund will either be issued to the original payment method used when placing the order. Shipping costs are only refunded, when your items are faulty.
Please note that it can take up to 14 business days for the refund money to enter your bank account.
If you paid for the order in cash on delivery and provide us the bank account number, the refund will be made to the indicated account number.
In the absence of a bank account number, the refund will be in the form in which you made the payment.
The right of withdrawal will not be restricted by the return/exchange requirements which you can consult through the website.
CAN I RETURN A PRODUCT I BOUGHT WITH DISCOUNT?
You can return your order free of charge. Please note: all items are returned in the same condition they were in upon your receipt. Please check our Terms & Conditions: Cooling-Off Period & Right of Withdrawal.
WHAT ARE THE TERMS AND CONDITIONS OF SPECIAL OFFERS?
eTHLETIX has several kinds of special offers. Every offer has his own return policy next to the standard 30 days return period.
You can swap products included in a special package for a different size. It’s not possible to exclude a product from the package.
Refunds on special offers
Discounts will be recalculated before we process your refund.
If you return an order that includes a free gift, this gift has to be returned. Refunds cannot be processed without the free products. If you return part of your order and the total amount falls below the stated limit for the free gift, the value of the free gift will be deducted from the refunded amount.
Free gift vouchers can be added to your order if you reach a specific order limit. If you return products which lowers to order limit, the return department can lower or cancel the amount on the gift voucher.
Gift vouchers can be used in more than one order. In case the order total is lower than the value of the gift voucher, the Gift Card with the remaining value will still be redeemable.
The right of withdrawal will not be restricted by the return/exchange requirements which you can consult through the website https://www.balr.com/customer-service.
DO I HAVE TO PAY SHIPPING COSTS FOR MY RETURN?