Frequently Asked Questions
Everything you need to know about shopping with BALENTES, from placing your order to receiving and caring for your purchase.
If you require further assistance, our Customer Care team will be pleased to help.
Please contact us at info@balentesitalia.com.
ORDERS
Do I need to create an account to place an order?
No. You may place your order as a guest without creating an account. However, we recommend creating an account to enjoy a smoother shopping experience and gain easy access to your order history.
Can I modify an order that I have just placed?
If you wish to modify your order, we recommend contacting our Customer Care team as soon as possible by email or telephone using the contact details below.
The possibility of making changes will depend on the preparation status of your order.
Email: info@balentesitalia.com
Telephone: +34 680 371 252
Can I change my delivery address or shipping method after placing an order?
If you wish to change the delivery address or shipping method of your order, please contact our Customer Care team as soon as possible by email or telephone using the contact details below.
Whether any changes can be made will depend on the preparation and shipping status of your order.
Email: info@balentesitalia.com
Telephone: +34 680 371 252
Can I cancel my order after the payment has been completed?
If you wish to cancel your order, please contact our Customer Care team as soon as possible by email or telephone using the contact details below.
Whether your order can be cancelled will depend on its preparation status.
Email: info@balentesitalia.com
Telephone: +34 680 371 252
I have completed my order but have not received a confirmation email, what should I do?
Your order confirmation email may take a few minutes to arrive after your purchase has been completed.
We also recommend checking your Spam or Junk folder, as the message may occasionally be filtered automatically.
If you have not received your confirmation after a reasonable period of time, please contact our Customer Care team. We will be
pleased to assist you and verify the status of your order.
PAYMENTS
What payment options are available with Klarna?
If you select Klarna as your payment method, you may be able to split the cost of your purchase according to the financing options available at the time of checkout. Payments will be charged automatically to the debit or credit card linked to your order.
With Pay in 3 interest-free instalments, the first payment will be taken when your order is confirmed, while the second and third payments will be charged 30 and 60 days later, respectively. You can view your payment schedule and manage your financing at any time through the Klarna app.
Available payment options may vary depending on the order value, Klarna's assessment and other eligibility criteria. During checkout, Klarna will display the financing options available for your purchase, allowing you to choose the one that best suits your needs.
What information do I need to provide to use Klarna?
To complete a purchase using Klarna, you will be asked to provide certain personal and payment details so that Klarna can verify your identity, process your financing request and manage your payment plan.
You will normally be asked to provide:
- Mobile phone number.
- Email address.
- Current billing address.
- A valid debit or credit card.
Your phone number may be used if Klarna needs to contact you regarding your purchase or account. Your email address will be used to send confirmation of your payment plan, payment reminders and any other communications relating to your financing.
Please ensure that all information provided is accurate and up to date. Incorrect or incomplete details may prevent your purchase from being completed successfully or delay important communications regarding your order and payment schedule.
To offer the available financing options, Klarna may carry out an automated assessment based on the information provided and other eligibility criteria. Each application is assessed individually, therefore the payment methods available may vary from one purchase to another.
What happens if I cancel or return an order paid for with Klarna?
If you cancel your order or return it in accordance with our Returns Policy, we will notify Klarna once your return has been received and approved.
Following confirmation, Klarna will automatically update your payment plan by cancelling any remaining instalments that have not yet fallen due. If one or more payments have already been made, Klarna will arrange the corresponding refund using the original payment method.
Refunds are generally processed within approximately five business days after the return or cancellation has been registered by the retailer, although the time required for the funds to appear in your account may vary depending on your bank.
If you have initiated a return and an instalment is due before it has been processed, you can report the return directly in the Klarna app to temporarily pause the payment while your request is being completed.
Can I pay an instalment before its due date?
Yes. Klarna allows you to make early payments on any instalment or settle your remaining balance at any time without additional charges.
Simply log in to the Klarna app or your account at Klarna.com, where you can view your purchases, manage your payment schedule and make payments quickly and securely whenever you wish.
How can I check whether Klarna has received my payment?
Once Klarna has successfully received and processed your payment, you will receive a confirmation by email.
You can also check the status of your payments, upcoming instalments and purchase history at any time through the Klarna app or by logging into your Klarna account.
If you have recently made a payment but have not yet received confirmation, we recommend allowing one to two business days for the payment to be processed, depending on your payment method and your bank's processing times.
If your payment still does not appear after this period, you can verify its status directly in the Klarna app or contact Klarna Customer Service for further assistance.
Keeping your contact details up to date will help ensure that you receive all notifications relating to your payments and orders.
Can't find the answer to your question about Klarna?
For more information, please visit Klarna's Help Centre or contact Klarna directly through the Klarna app or at:
Which payment methods does Balentes accept?
At Balentes, we offer a selection of internationally recognised and secure payment methods to ensure a smooth, reliable and convenient shopping experience.
We currently accept:
- Visa
- Mastercard
- American Express
- UnionPay
- Other supported debit and credit cards
- Apple Pay
- Google Pay
- Shop Pay
- PayPal
- Klarna (subject to availability, eligibility and Klarna's terms in each country)
All transactions are processed through certified payment gateways using advanced encryption technology and the highest international security standards to protect your personal and financial information.
Balentes does not store or have access to your complete card details at any stage of the payment process.
Please note that the availability of certain payment methods may vary depending on your country, selected currency, device or the payment provider's eligibility criteria. The payment options available for your order will be displayed automatically during checkout.
When will my card be charged?
The time at which the payment is charged depends on the type of card used.
Debit card
The amount is charged immediately and deducted from your linked bank account as soon as your purchase is completed.
Credit card
The payment is authorised at the time of purchase, while the charge will appear on your card statement and be collected according to your card issuer's billing cycle and payment terms.
If you notice any issues relating to your payment, please contact us at info@balentesitalia.com and we will be happy to assist you.
How can I request an invoice?
If you require an invoice for your purchase, please contact our Customer Care team through the Contact section of our website or by email.
To help us process your request as quickly as possible, please include:
- Order number.
- Full name or company name.
- Billing address.
- Tax identification number (VAT, CIF or equivalent, where applicable).
- Email address associated with your order.
Once we have verified your information, we will issue your invoice and send it to you by email as soon as possible.
We recommend requesting your invoice shortly after placing your order to ensure all billing details are accurate. Should you require any assistance, our Customer Care team will be pleased to help.
What is my card security code?
The security code (CVV, CVC or CID) is a 3 or 4-digit code used to verify your card during the payment process.
- Visa, Mastercard and most other cards: the code consists of 3 digits located on the back of the card.
- American Express: the code consists of 4 digits located on the front of the card.
For security reasons, Balentes never stores your card security code, which is used solely to authorise your transaction.
TAXES AND DUTY
Shipping to the European Union
Orders delivered within the European Union include all applicable taxes. No additional VAT or customs charges will be payable upon delivery.
Shipping to the Rest of the World
For orders shipped outside the European Union, customs duties, import taxes and any other local charges may apply depending on the destination country.
These charges are not included in the purchase price or shipping costs and remain the sole responsibility of the recipient. Where applicable, they will be collected by the relevant customs authorities or the courier before delivery.
For further information, we recommend contacting your local customs office prior to placing your order.
PRODUCT CARE
How should I care for my Balentes garments?
Balentes garments are crafted from premium natural fibres, including cashmere, silk and extrafine merino wool, carefully selected for their exceptional softness, lightness and durability. Proper care will help preserve their beauty and quality over time.
Washing
Always follow the care instructions on the garment's label.
Whenever possible, we recommend hand washing in cold water (maximum 30°C) using a detergent specifically formulated for delicate fabrics or wool.
If permitted by the care label, garments may be machine washed using a delicate wool cycle, with a low spin speed and placed inside a protective laundry bag.
Do not use bleach, harsh fabric softeners or detergents containing whitening agents.
Drying
Do not wring the garment to remove excess water. Instead, gently press it between a clean towel to absorb moisture.
Lay the garment flat to dry on a clean surface, away from direct sunlight and heat sources, to help maintain its original shape.
Do not tumble dry.
Ironing and Maintenance
If necessary, iron at a low temperature or use gentle steam, avoiding direct contact with the fibres whenever possible.
Cashmere may naturally develop small pills during the first few wears as a result of friction. This is a normal characteristic of fine natural fibres and can be easily removed using a cashmere comb or a suitable fabric shaver.
Storage
Always store garments folded rather than hanging to help maintain their shape.
Before storing them for an extended period, ensure they are completely clean and dry.
Keep them in a cool, dry place, preferably inside a breathable cotton garment bag. Avoid plastic bags. For additional protection, we recommend using natural moth repellents such as cedar wood or lavender sachets.
With the appropriate care, your Balentes garments will retain their softness, structure and elegance for many years.
Is a size guide available?
Yes. Whenever available, you can find the Size Guide directly on each product page.
It provides the measurements for each size and style to help you select the best fit. Should you require further assistance after consulting the guide, our Customer Care team will be pleased to help you choose the most suitable size.
SHIPPING AND PACKAGING
How can I track my order?
Once your order has been dispatched, you will receive a confirmation email containing your tracking number.
You can monitor the status of your shipment at any time using the tracking link included in the email or by signing in to your account
and viewing the relevant order.
Do you offer express shipping?
Yes. All orders are shipped using express delivery services at no additional cost.
Orders are dispatched once payment and delivery details have been successfully verified.
- Orders within Spain are shipped with Correos Express, with an estimated delivery time of 24–48 hours.
- International orders are shipped with DHL Express, with an estimated delivery time of 1–3 business days.
How much does shipping cost?
Shipping is complimentary on all orders.
Is a signature required upon delivery?
Yes. For security reasons, all deliveries require the recipient's signature and the presentation of a valid form of identification to confirm receipt.
Once your order has been dispatched, you will receive a tracking email allowing you to follow your shipment and view the latest delivery updates.
Please note that all delivery dates and transit times are estimates and may be affected by circumstances beyond our control.
How will my order be presented?
Every order is presented in BALENTES' signature packaging, carefully prepared to protect each item throughout its journey while reflecting the refinement and attention to detail that define our Maison.
RETURNS AND EXCHANGES
How do I return my online order?
Inside your order, you will find a card containing our Returns & Exchanges Policy together with a QR code.
Simply scan the QR code using your mobile phone to access the request form, where you will be asked to indicate whether you wish to request an exchange or a return and provide the following information:
- Email address.
- Order number.
- Personal details.
- Item(s) you wish to exchange or return.
- Reason for your request.
- Full collection address.
- Additional comments (optional).
Once we have received your request, our Customer Care team will contact you to confirm the process, provide your return shipping label and arrange collection from the address provided.
Items must be returned unused, with all original tags attached and in their original packaging.
You have 30 calendar days from the date of delivery to request an exchange and 14 calendar days to request a return.
Returns and exchanges are complimentary.
How many days do I have to return my order?
You have 14 calendar days from the date of delivery to request a return and 30 calendar days to request an exchange.
Returns and exchanges are complimentary.
What conditions must returned items meet?
To maintain the highest standards of quality and preserve the exclusivity of our collections, returns will only be accepted for items that are unused and in perfect condition, showing no signs of wear, damage or alteration.
All products must be returned with their original tags, protective elements, accessories and original packaging, as these form an integral part of the product and help ensure it is protected during transit.
Return requests must be submitted within 14 calendar days of receiving your order. Once your request has been approved, our Customer Care team will contact you to arrange collection, provide your return shipping label and guide you through the process.
BALENTES reserves the right to refuse returns that do not comply with our Returns Policy or whose condition does not meet the requirements outlined above. This enables us to maintain the exceptional standards of quality that define every BALENTES creation and ensure that every client receives their order in impeccable condition.
When will I receive my refund?
Once your returned item(s) have been received and successfully passed our quality inspection, your refund will be authorised in accordance with our Returns Policy.
The refund will be issued using the same payment method used for the original purchase.
Although refunds are processed as soon as they have been approved, the time required for the funds to appear in your account may vary depending on your bank or payment provider. In most cases, refunds are completed within 7 to 14 business days.
If you have not received your refund after this period, or if you would like an update
on the status of your return, please contact our Customer Care team at
info@balentesitalia.com. We will be pleased to assist you and keep you informed throughout the process.
GIFT ORDERS
Will prices be included if my order is a gift?
No. If you select "This is a gift" during
checkout, your order will be prepared so it can be delivered directly to the
recipient without including any document showing the purchase price.
The invoice will be sent exclusively by email to the address provided by the person who placed the order and will never be included inside the package.
Instead, the recipient will receive a gift receipt, allowing them to request an exchange or return in accordance with our Returns Policy, without revealing the price of the purchased items.
At BALENTES, every detail is carefully considered to ensure that the experience of giving reflects the quality, discretion and elegance that define our Maison.
Is gift packaging available at balentesitalia.com?
Every BALENTES order is presented in our signature packaging, crafted from premium materials and finished with exceptional attention to detail to create a memorable experience from the very first moment.
Each item is carefully wrapped, reflecting the same dedication and craftsmanship that define our collections.
For an even more personal touch, you may add a personalised gift message during checkout, which will accompany your order.
Can I include a personalised message with my order?
Yes. During checkout, you may include a personalised message, which will be printed and presented on a carefully prepared gift card by our team.
For orders selected as gifts, the card will accompany the order without displaying any pricing information, ensuring a refined and
completely discreet gifting experience.
At BALENTES, we believe that every detail matters, ensuring each order reflects the excellence, personal attention and sophistication that define our Maison.
ACCOUNT INFORMATION
What information can I access through My Account?
From your personal account, you can access information relating to your orders, returns and purchase history.
You may also update your personal details and manage your communication preferences at any time.
How do I reset my account password?
To reset your password, simply select "Forgot your password?" on the sign-in page.
You will receive an email containing a secure link that will allow you to create a new password for your account.
Can I modify or delete my BALENTES account?
Yes. From your personal account, you can update your information or request the deletion of your account.
Should you require any further assistance, our Customer Care team will be pleased to help.
