FREQUENTLY ASKED QUESTION

| GENERAL

You can change your order and shipping address only before you check out on your account page. But if you already check out and want to change your shipping address or edit the item(s), please do make another order with the item(s) and shipping address you want.

We take the utmost care and concern for your privacy while you are shopping on our site. We will never share or sell your information to any third party, and the information we collect is solely used to contact you about your order if necessary. Transactions on our site are secured using up to 256-bit SSL encryption technology to ensure your personal information (especially your name, address, and credit card number) stays out of the wrong hands and cannot be read or intercepted as it travels to our payment processing system.

If you got our promo code, you may be entered during the Coupon Code step in the checkout process. Just type or paste your code in the box we provide on cart page, and then click ‘Continue’. Only one promo code may be applied per order.

Planning to get a gift for someone special? Yes! Balé could offer gift wrapping services. You are welcome to include a handwritten gift message with your order by contact our customer service page.

We’re sorry, the out of stock means the items are not longer available. Please email sayhi@halobale.com and Kindly let us know what product you are interested in. Our team will be happy to pass along any information they have regarding stock, and if/when it will be back on our site.

| SHIPPING

Ready stock items will be dispatched in 1-2 working days. Custom orders will be dispatched starting from 10 working days. Your items will be dispatched after your payment is confirmed.

  • We only process your order during business days, from Monday to Friday, but we ship from Monday to Sunday. 
  • We will process and ship based on your order ID. If you have more than one order ID please contact our  customer service for possible shipment.
  • Check with your neighbours to see if the package was left there. Reach out to your local JNE/ TIKI facility
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  • Contact our team at help@halobale.com and include your order number.
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  • BALÉ is not responsible for refunding or reshipping lost orders due to an incorrect address at checkout. 
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  • If the mistakes come from BALÉ by accidentally wrote the wrong shipping address, we would take full responsibilities to re-send your order included the shipping cost.
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  • Customers are fully responsible if JNE / TIKI can’t deliver the goods on time cause by incomplete address, no recipient at the address or the recipient reject the goods.
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  • If the goods are returned to us cause by customer’s mistake, customers are obligated to pay the shipping fee one more time; If there are any shipping errors coming from us, we guarantee that we will given free shipping to you.
  • Custom or personalize orders typically take about 10 working days to process and ship.  If you order additional store products they will be shipped at the same time as the personalized goods.
  • Ready stock items will be dispatched in 1-2 working days. Custom orders will be dispatched starting from 10 working days. Your items will be dispatched after your payment is confirmed.
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  • We only process your order during business days, from Monday to Friday, but we ship from Monday to Sunday. 
  •  
  • We will process and ship based on your order ID. If you have more than one order ID please contact our  customer service for possible shipment.
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  • After we received the payment, please allow 1 – 2 working days to process your shipment. We will inform the tracking numbers through e-mail afterwards.
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  • It usually takes 7 – 10 working days for the courier to deliver the products. If it takes longer than the given period, please contact us for further help on tracking the package. Kindly note that the custom clearance lead time may varied depend on each Country’s Policy.
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  • We use Express Mail Service (EMS) for international shipping
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  • We do not cover for any customs or import duties that charged in the overseas shipping process. These charges are fully customer’s liabilities.
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  • Risk of any delay and damage to the product occured in delivery once your order is shipped  will not be our responsibility.

 

 

| PAYMENT

At this time we are accepting bank transfer. Here are our bank account information:

  • Mandiri : 101 000 987 2704 – Laniery Gabrilliani

After you make a payment, please fill out the form at payment confirmation page and you should receive an email right after payment has been successfully received. If you still haven’t received any emails in your inbox or spam, please contact us to double check for you.

| CUSTOM SERVICE

  • BALÉ use JNE/ TIKI Shipping Company for shipping to all cities in Indonesia. Currently we use Regular Service, but if you want to express service please contact our customer service
  • Total cost at checkout may change depending on your product types, weights and sizes.
  • If you want to make a custom personalised product, please contact us to place your order. A member of our team will contact you to confirm your details.
  • After you confirm your details, your order is non-refundable and will ship in about 10 working days.
  • Ready stock items will be dispatched in 1-2 working days. Custom orders will be dispatched starting from 10 working days. Your items will be dispatched after your payment is confirmed.
  • We only process your order during business days, from Monday to Friday, but we ship from Monday to Sunday. 
  • We will process and ship based on your order ID. If you have more than one order ID please contact our customer service for possible shipment.
  • Before we print your personalised order, we will mailed your final design and sent a proof. You will received a mail approximately 5 working days from final confirmation.
  • Once a proof has been sent your way, your order is non-refundable.
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