Return & Refund Policy

Collectible item policy

BALELE sells and helps source collectible pins. Because collectible items may be limited, irregular, or individually reviewed, BALELE does not offer “no reason” returns or exchanges.

After-sales support is available for eligible order issues such as an item not received, lost package, delivery failure, damaged item, wrong item, or order review failure.

Eligible refund or after-sales cases

• The order is paid but BALELE cannot fulfill it.
• The order fails BALELE order review or actual pin photo review.
• The carrier confirms the package is lost or undeliverable.
• The buyer receives a wrong item.
• The item arrives damaged and the buyer provides clear photos and package evidence.

Cancellation rules

• Unpaid orders: the buyer may cancel directly when cancellation is available.
• Paid but not shipped orders: the buyer may submit a cancellation/refund request. BALELE will review the request before refunding.
• Shipped orders: the buyer can no longer cancel directly. The buyer should contact BALELE for after-sales handling if there is a delivery or item issue.

Return and claim window

For damaged or wrong items, please contact BALELE within 7 days after delivery. For not-received or lost-package issues, please contact BALELE after the estimated delivery window has passed and within 30 days after shipment.

BALELE may request order number, photos, package photos, tracking information, and a short description of the issue.

Refund method and timing

Approved refunds are issued to the original payment method when possible. Refund timing may depend on the payment provider, card issuer, or PayPal processing time.

Shipping costs, customs fees, and import taxes may not be refundable unless the issue was caused by BALELE or required by applicable law.

How to request support

Use the order detail page to contact BALELE, or email hello@balele.com. Include your order number and a clear description of the issue.