Hi, we're here to help you!
Welcome to our Frequently Asked
Questions. Here, you’ll find answers to the
most common questions.
If you don’t find what you’re looking for,
feel free to reach out – we’re happy to help!
Products
Where can I find more information on sizing?
Each product page includes detailed sizing information in the “Size Chart” section. If you need additional guidance, refer to our Size, Materials & Fit guide, or reach out to our support team.
Orders
Can I cancel or change my order after it’s been placed?
Once an order is submitted, it moves quickly into processing, meaning changes or cancellations aren’t possible. This is especially true for
customized orders, which enter production immediately. If you need assistance, please review our return policy.
I haven’t received an order confirmation. What should I do?
If you entered a valid email during checkout, you’ll receive a confirmation email within 24 hours. Please check your spam folder, and if it’s still missing, contact us so we can resend it.
How do I check my order status?
To see the status of your order, log into your account and view your orders. Once your order has shipped, you’ll receive an email with tracking information so you can follow its journey.
What if I receive a damaged item?
If an item arrives damaged, please email us with your order number, the item name, size, and photos showing the damage. We’ll review the case and get back to you promptly to resolve it.
I received an incorrect item. What should I do?
If we sent the wrong item, contact us with photos of the item, packaging, and order number. We’ll work with you to correct the error and, if possible, send the correct item or issue a gift card.
An item is missing from my order
If something is missing, first check your order confirmation to make sure it was included. Sometimes, items ship separately. If the item is confirmed missing, please reach out to us
Shipping & Delivery
How can I track my order?
Once your order is shipped, we’ll send a confirmation email with tracking details. Click the link to follow the status of your shipment.
What are the standard delivery times?
Delivery times depend on the destination. For EU orders, it’s usually 2-5 business days, UK orders take around 5-7 days, and US orders approximately 5-10 days. You can find more specific details on our Shipping & Delivery page.
What are the delivery costs?
Delivery costs vary by region: UK orders over £50 qualify for free shipping, otherwise, it’s £7. Shipping to the EU is a flat rate of £24, and to the USA, it’s £45. Orders to other international locations are £89. You can find more specific details on our Shipping & Delivery page.
Will I have to pay import duties?
If you’re outside the EU, import duties may apply, which you’ll need to pay upon delivery. These fees are separate from our shipping charges. We recommend checking with your local customs office before ordering to understand any additional costs.
Returns & Refunds
What is your return policy?
We accept returns for EU and UK orders within 30 days of purchase. Items must be in new, unused condition with original tags attached. Please note that sale items and custom products are final sale and cannot be returned. You can find more specific details on our Return Policy page.
How do I start a return?
Our Self-Return Platform makes returns quick and convenient. Follow these steps to initiate your return:
- Log into your account: Log into your Balling Hockey account here.
- Locate your order: Navigate to the "Orders" section in your account, select the order containing the item(s) you want to return, and choose the item(s) for return.
- Submit your return request: Once you've selected the item(s) and provided a reason for the return, submit the request.
- Approval and return label: After we review and approve your return request (within 48 business hours), you will receive a prepaid return label via email.
- Package your items: Securely package the items in their original packaging, ensuring all included tags and labels are intact.
- Ship the package: Attach the return label to the package and drop it off at the nearest carrier location indicated in your return instructions.
The return shipping cost will be deducted from your refund.
How long does a refund take?
Once we receive and inspect the returned item, we’ll process your refund within 7 days. The amount will be credited back to your original payment method.
Payments
What payment methods are available?
We offer several payment options, including credit cards, PayPal, iDeal, and Klarna. Available options may vary based on your location.
How can I redeem a discount code?
Enter your discount code at checkout in the “Gift Card or Discount Code” box. Only one code can be applied per purchase.
Accounts & Rewards
How can I subscribe to your newsletter?
Sign up to get the latest news and a 10% discount on your first purchase. The discount is valid for one month after signing up.
How can I change the currency on the website?
Click the language button at the top of the page, then select your country. This will automatically update prices to your local currency.
Size, Materials & Fit
How can I find the right size?
Our size guide on each product page provides detailed measurements. For additional guidance, feel free to contact our customer service team.