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Frequently Asked Questions

ORDERING

Do I need an account to order clothes? 
No, you do not need an account to make a purchase. However, it is easy to create an account so you can review your orders!

How can I see what is the right size for me?
each product includes a size guide. We recommend you follow this size guide when you are considering a purchase.

Can I still change or cancel my order afterwards? 
After you have placed your order, it is unfortunately no longer possible to change the details or cancel. 

When I added an article to the cart it was still in stock. At the checkout it was sold out. How is this possible?
There is a chance that the product sold out during your purchasing process.

DELIVERY

please note that you are responsible for all taxes, duties and fees charged for orders 


What are the delivery costs? 

netherlands                            from  € 5 ( free for orders above  € 50 )
Europe                                           from  € 10
Every where else                 from  € 20 

We work realy hard to ship your order out the next 1-3 days. Orders are shipped by DHL.  All the other orders go by certified mail. Please note that bali Monkey  is not responsible for any loss or damage during transport. 

For further questions please contact us at info@balimonkey.com

What is my order’s delivery time?

Your package will be delivered within 1-4 working days after the order was placed. Outside the Netherlands this will take 2-6 days. You will receive an e-mail as soon as your package has been handed to DHL. 

If DHL cannot deliver the package to you or your neighbours, they will leave a card in your letterbox. You can use the code on this card to indicate on their website when they can deliver to you. You can also choose to have the package delivered to your neighbours or to a DHL collection point. If you make no selection, DHL will try to deliver the package again the next day (up to 4 times). Please note: A delivery address cannot be changed once the order has been placed.

How can I review the status of my shipment?
You can track your package using the tracking code in the e-mail you will receive from us after your package has been dispatched.

My order has not been delivered after 1-4 working days. What now?
Sometimes the delivery might take a bit longer. If it has been more than one week, we recommend you contact us asap!

Why haven’t I received an order confirmation?
After placing your order, you will receive an order confirmation from us. Have you not received this e-mail? Please check your spam folder! If you cannot find it there, something probably went wrong when you entered your details. Please check your account to see whether your e-mail address is correct.

PAYMENT
How do I pay for my order?

We have various payment methods.

  • iDeal 
  • Visa 
  • MasterCard
  • paypal

RETURNS
How can I return my article?
If, for whatever reason, you are not satisfied with your online purchase, you can return the unused articles within 14 days after receipt (at your own expense). The articles must be returned undamaged and with the labels still attached. If you want to return the order, please follow the steps on the supplied returns form. If you have any problems, please send an e-mail to info@balimonkey.com

Can articles be exchanged? 
Articles cannot be exchanged for other articles. But if you still want another size, colour or product you can return the unwanted item, and we will credit this to you within 5 working days! Meanwhile you can order the correct product again in our webshop, which you will then receive the next day (assuming all goes well with the courier company).

When will I get my money back? 
Within 14 working days you will receive a refund for the returned articles into the account that you used for the original purchase. Always ask for a track & trace code when you return your product. Without this code, we cannot do anything for you in case of loss by the courier company.

My purchase was delivered wrongly, damaged or incomplete. What should I do?
We are truly sorry if you have a complaint regarding an item delivered by us. Always send an e-mail to info@balimonkey.com before you return an article. Please do not forget to mention your order number. We will try to resolve your complaint for you as quickly as possible!

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