Frequently Asked Questions

You can check the status of your order on our Track Order page using your order number and email address. If you need further help, contact our customer service team.

If your order has not yet been dispatched, email us at store@balaika.co.uk straight away and we will cancel it and refund you in full. If it has already been dispatched, you can return it under our 30-day returns policy.

Changes can be made within 12 hours of placing your order, as long as it has not been dispatched. Email store@balaika.co.uk with your order number and the change you need. Otherwise, you can return the item within 30 days of delivery for a refund and place a new order.

Yes, within 12 hours of placing your order and before it is dispatched. Email store@balaika.co.uk with your order number and the new address.

We accept Visa, Mastercard, Apple Pay and Google Pay. All payments are processed securely; we never see or store your full card details.

Contact our customer service team at store@balaika.co.uk with your order number and, if possible, photos. We will put it right as quickly as we can.

Yes. We ship from the UK to the countries listed on our Shipping Info page. UK orders are sent with Royal Mail Tracked 24 and usually arrive within 1 to 2 working days after dispatch; international orders within 3 to 14 working days depending on destination. Our prices do not include any import duties or local taxes your country may charge.

UK orders are sent with Royal Mail Tracked 24 (usually 1 to 2 working days after dispatch). International orders are sent by tracked service. Charges are shown at checkout before you pay.

Please allow a few extra days, especially around holidays or if the parcel is held by customs. If it still hasn’t arrived, email store@balaika.co.uk with your order number and we will investigate with the carrier.

First check your order confirmation to see exactly what was ordered and whether it was sent in more than one parcel. If it has been more than 24 hours since the parcel was marked as delivered and you still don’t have it, or an item is missing, contact us at store@balaika.co.uk and we will resolve it.

You can return any item within 30 days of delivery. Email store@balaika.co.uk with your order number and we will send you return instructions. Full details are on our Returns and Exchanges page.

Items must be unworn, unwashed, in their original condition and with all tags attached. Underwear must be unopened in its original packaging. Fitness equipment must be complete and in its original packaging. E-gift cards cannot be returned.

Once we receive your return we will email you a confirmation and process your refund within 5 business days. It may take a further 3 to 5 days for your bank to show it.

Yes, you will find a size guide on each product page.

Measurements vary between styles, so please check the size guide on the specific product page.

Care instructions are on each product page and on the garment label. One quick tip: don’t wash technical fabrics with fabric conditioner, as it clogs the fibres and stops sweat from wicking away.