FAQ

1. How do I know which size will fit me best? 

The Size Guide serves as a general guideline for helping you find your size. If you have questions about a specific measurement, you can always reach out to hello@balluta-shoes.com.

2. What currency are your prices in?

We are based in Lisbon and all prices displayed are in euros (EUR).

3. How long will it take for my order to be shipped?

If it’s in stock, your order will be shipped within one to two business days.

4. Where do you ship?

Andorra, Angola, Australia, Austria, Belgium, Brazil, Bulgaria, Canada, Canary Islands, China, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hong Kong, Hungary, Iceland, Ireland, Israel, Italy, Japan, Latvia , Lithuania, Luxembourg, Macau, Malta, Netherlands, New Zealand, Norway, Poland, Portugal, Romania, Russia, Serbia, Singapore, Slovakia, Slovenia, South Korea, Spain, Sweden, Switzerland, Turkey, United Arab Emirates, United Kingdom, United States of America, Taiwan

If you wish to place an order from another destination, please contact us.

5. How much does shipping cost?

Shipping costs vary depending on your location. Please refer to our Shipping & Returns page.

6. Can I change my shipping address once my order is placed?

If your order is shipping to an incorrect address, please reach out to us at hello@balluta-shoes.com

7. I’ve ordered the wrong size. What should I do?

Stress not! Please contact us soon at hello@balluta-shoes.com.

8. What is your returns policy?

We offer easy returns to our customers. Please refer to our Shipping & Returns page.

9. I think my package is lost! What should I do?

Oh no! If your package was lost in transit, please reach out to hello@balluta-shoes.com.

10. Do I have to pay customs and duty charges on international orders?

It depends on your location. Within European Union countries, you don’t. If you live outside the EU, you will have to pay extra import duties and taxes.

11. Will any duties and taxes on my order be refunded?

Unfortunately, we don’t refund duties and taxes.

12. How soon can I have my order?

Most of our orders are shipped within 2 business days of purchase from our warehouse, pending availability and credit verification. Once your order is shipped, we estimate you will receive your order within 1-4 business days of its ship date.

13. Can I change or cancel my order?

Yes. If your order has not yet been shipped, you can always change or cancel it and your payment will be refunded. 

14. Where does my order ship from?

Your order ships from our head office in Lisbon, Portugal.

15. Which payment methods are available? 

Payment is made through Credit Card or PayPal. This way, you can use a credit card (or debit card), with all its convenience and security, through a secure and encrypted system.

16. Do I need to have a PayPal account to place an order?

No, you can pay with credit card. 

17. What are the shipping costs? 

Shipping costs vary depending on your location. Please refer to our Shipping & Returns page.

18. How is my order shipped? 

Shipping is via CTT in Portugal and DHL Express worldwide.

19. What is the shipping address?

The shipping address is the same as our head office: Rua Quirino da Fonseca 24 3D 1000-252 Lisboa PORTUGAL.

20. Is there a way to track my shipment status?

Yes. You can follow your shipment status using a code we’ll provide you with, once your order is shipped.

21. When will I get my refund?

Once we receive your return, please allow 3-4 business days for your return to be processed at our warehouse and then 5-10 business days for your bank to post the refund to your account. Your refund can only be credited back to the original form of payment. We’ll send you an email when our team has processed your refund so you know it’s on the way.

Didn’t find your question here? Reach out to hello@balluta-shoes.com.