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Ordering Information

How will I know that you've received my order?
We will send you an email confirmation of your order, providing we have an accurate email address. This will include your order number and total order amount. If you do not receive email confirmation within 30 minutes of placing your order online, please check your junk/spam folder, and if still no sign, please email us: orders@balineum.co.uk

How soon after ordering will you despatch my product?
In stock goods are shipped upon payment. Actual delivery timing is dependent upon your location. See our delivery information for approximate shipping times.

How do I know if my items are available or if they're on back-order?
We identify on the product page and again in the shopping basket pages if any items are on back order and the estimated available shipping date.

In exceptional circumstances, should we go to ship your order and find the product is faulty or damaged and we do not have replacement stock, we will contact you via phone or email.

The item I want is on back-order, what does this mean?
Items on back order are currently out of stock but we are expecting a new shipment from which you can reserve your item. We may collect your credit card details for backorder items, but we do not take payment on any goods until they are ready to ship. If you change your mind prior to shipment, you can cancel your order at anytime by simply calling us +44 (0)207 431 9364 or emailing orders@balineum.co.uk.

Which credit cards do you accept?
We accept most major credit and debit cards including American Express, Visa, MasterCard, Solo, Maestro, JCB and Visa Debit & Electron. We do not currently accept Diners Club.

Is my credit card information secure?
Yes. We take credit card security very seriously. We use Sagepay as our payment gateway and have our own SSL certificate.

When is my credit card charged?
Items are charged to you when they are despatched, which is usually within one to two business days of placing your order (for in-stock items).

What is your returns & exchange policy?
Clients may return or exchange "in-stock" items. In-stock items include: bathroom countertop accessories, bath towels, bath robes & slippers, baskets & storage and personal care items. We also sell "made-to-order" items. Made-to-order items cannot be returned or exchanged unless faulty. Made-to-order items include all washstands, lighting, mirrors and cabinets, wall mounted accessories, marbles and all tiles. If you are unsure if an item is "made-to-order" or "in-stock" - please contact us to check prior to placing your order.

I did not receive my product order, what should I do?
Contact us via email or phone, so we can trace your order and delivery.
Email: orders@balineum.co.uk
Phone: +44 (0)207 431 9364
All orders are tracked and signed for.