I have received an incorrect item in my order
In the uncommon event that you receive an incorrect item, please contact us immediately and provide the following information:
- Your Name
- Order Number
- The item you did not receive
- The item you received instead
- A photograph of the incorrect item
Once we receive this information, our team will work to resolve the issue and ensure the correct item is sent to you.
Please note that we cannot begin the resolution process until a support team member has verified that you received an incorrect item. Additionally, please refrain from returning any incorrect goods unless instructed by our support team, as this may delay the resolution process.
I have received a faulty item in my order
In the uncommon event that you receive a deffective item, please contact us immediately and provide the following information:
- Your order number
- The damaged item
- A description of the issue
- Photographic evidence
We cannot process a refund, credit, or exchange until a member of our support team has verified the damage.
Once we have received this information, we will work quickly and efficiently to resolve the issue as soon as possible.
Please refrain from returning any damaged goods unless instructed by our support team, as this may delay the resolution process and, in some cases, the faulty item may not need to be returned.
When do I receive my order?
When placing an order, please allow us up to 2 business days to dispatch it.
Once your order has been processed, you’ll receive your shipping confirmation email containing your tracking information. With the tracking information provided in your shipping confirmation email, you will be able to follow your order from our warehouse, right up to the moment it is delivered.
Shipping generally takes between up to 5 business days worldwide!
Please note that shipping times may vary slightly due to factors beyond our control.
Delays
While we strive to ensure timely delivery, delays may occur due to force majeure conditions. In such cases, we will promptly notify customers if an order is delayed by more than 4 business days.
I now see a longer delivery time of (or a part of) my order. How can I cancel it?
If the order has a longer delivery time than it had previously been announced, it is of course possible to cancel (a part of) the order. For this you can contact our customer service. They will cancel the order for you. The purchase amount will be back on your bank account within two working days. When an order has already been shipped, it can no longer be cancelled.
Taxes
While all prices displayed include taxes and fees, customers are responsible for paying any additionnal inbound duties and taxes imposed by local customs authorities.
Multiple addresses
We do not offer shipment to multiple addresses for a single order. If you require items to be delivered to different addresses, please place separate orders.
Wrong address
If an incorrect address is provided during checkout, resulting in the return of the product to us, the customer is responsible for all shipping costs associated with resending the product.
Returns
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
To initiate a return, you should contact us at orders@beliyvolk.com
Returns must be received by our team within 30 days of your initial inception.
We recommend using a tracked economy service.
Returns take 5-10 business days to process once received.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
All prices displayed include taxes and fees.
BeliyVolk is not liable for products seized or destroyed by customs. We do not provide refunds for lost items due to customs issues.