Where is my order?

Your order status is updated via email, including tracking details upon dispatch. Please use this information to monitor your delivery.

How long will my order take to ship?

Order processing typically takes 2-3 business days. For specific delivery information, please see the specific product page under 'Delivery Information'

Can I change the contents of my order?

Alterations to your order are possible within 24 hours of placement. Please reach out to our customer support team for prompt assistance.

What if my order is lost or stolen?

In case of lost or stolen orders, contact our customer service immediately. We will initiate a courier investigation and explore replacement or refund options as necessary.

What payment methods do you accept?

We accept all major credit and debit cards, including Visa, Mastercard, and American Express. Additionally, we also accept PayPal & Klarna for your convenience.

Is my payment information secure?

We prioritise your security. All transactions are encrypted using SSL technology, and we do not store any of your payment information.

Can I pay in installments?

We offer an interest-free installment payment option through our partner, Klarna. Simply choose Klarna as your payment method during checkout.

I'm having trouble with my payment. What should I do?

If you're experiencing issues with payment, please ensure that your card details are entered correctly, including the billing address. If the problem persists, contact your bank or reach out to our customer service team for further assistance.

Delivery

For our standard shipping needs, we partner with the trusted delivery services of Yodel and DPD. When it comes to handling our more substantial items, we rely on the expert services of Furdeco, a specialist in large-item courier services.

If you require more details or have any queries, our dedicated Customer Care Team is at your service. Kindly keep your order details ready for a swift assistance. You can contact them here.

Furniture & Large Item Delivery

Keep in mind that for items marked as pre-orders, your entire order will be shipped when these items are available. You can find the expected arrival date on each product's page when you place your order.

For compact furniture pieces like dining chairs and stools, we utilize either our Standard Parcel or the DPD Oversized delivery service.

For more substantial furniture items, our trusted specialist courier, Furdeco, will handle the delivery, typically within 10 to 14 working days.

Our commitment to you includes a meticulous delivery process, managed by a courier service dedicated to safe and efficient transport. To facilitate a smooth delivery experience, please make sure to provide a current phone number and email address during checkout. Our delivery experts will reach out to arrange a delivery date that suits you best.

On every product page, you'll find specific delivery information under the 'Delivery & Returns' section. Please be aware that Next Day Delivery is not an option for every item.

For items on pre-order, we will ship your purchase as soon as the inventory is available. You can find the expected delivery date listed on the product page when you make your order.

Restrictions on Furniture & Large Item Delivery:

Please note that our delivery services for oversized, large, or extra-large items have certain geographical limitations. Currently, we cannot ship these items to certain regions and postcodes, which are detailed below:

Scottish Highlands: AB, IV, KW, PH17-PH26, PH30-PH41, PH49-PH50, PA80
Scottish Islands: HS1-9, IV, KA27-28, KW1-17, PA20-PA49, PA60-78, PH42-44, ZE
Channel Islands & Scilly Isles: TR, GY, JE
Ireland & Northern Ireland: All
Isle of Man & Isle of Wight: All
Lundy Island: All

UK Offshore & International

Currently, The Bali Concept does not offer delivery services outside of the UK. However, we are actively exploring options and hope to extend our delivery reach internationally in the near future.

For UK offshore deliveries, the lead times and costs will be calculated during checkout, varying according to the size of the order and the delivery location. Please be aware that certain larger items in our collection cannot be shipped outside of the UK mainland.

Pre-orders

When you pre-order a product from The Bali Concept, you're securing an item from our upcoming inventory. As soon as the product is ready to leave our warehouse, we will ship it to you using the delivery service specified for that particular product. You can find the designated delivery service details on the product's page under the 'Delivery & Returns Options' section. This information will also be included in your order confirmation.

Please note that the 'Due Date' indicated for pre-ordered products is an estimate. While we strive to meet these timelines, there can occasionally be delays due to factors beyond our control.

Time Frame for Returns 

We have a hassle-free returns policy, with customers getting 30 days from the delivery date to return items, no questions asked.

Condition of Returned Items 

Items that are returned must be in the original condition, packaging, and include all accessories. Returns that do not meet these conditions will be manually checked before a decision being made on whether a return is an option.

Online Return Process 

Aligning with our eco-friendly values, all returns must be completed through our website. This paperless process requires customers to provide a reference or order number as proof of purchase, ensuring a secure and environmentally-conscious approach. Please contact us using the form here to start a return. 

Shipping Costs for Returns 

The buyer is responsible for the return shipping costs. The Bali Concept are able to organise this for you, and will be deducted from the refund amount. Please note that the cost will vary depending on the size of the item, with larger items such as tables and cabinets incurring higher costs compared to smaller items like vases or cups. 

Return Address 

Items should be returned to our virtual mail forwarding address, which will be provided during the return process. 

Refunds 

Refunds will be processed to the original payment method within 14 days of receiving the returned item. This ensures a smooth and efficient refund process. 

Sale Items 

We allow returns or exchanges for items purchased on sale, extending our commitment to customer satisfaction to all products. 

Damaged or Faulty Items 

For items that arrive damaged or faulty, we will provide a replacement product. Our shipping insurance covers these incidents, ensuring peace of mind for our customers. 

Environmental Consideration 

Our paperless returns policy is a testament to our commitment to environmental sustainability. By minimizing paper usage and streamlining the returns process online, we uphold our dedication to eco-friendly practices. 

Compliance with UK Consumer Protection Laws 

This policy is crafted in compliance with UK consumer protection laws and regulations, ensuring that our customers' rights are respected and protected. 

For any queries or assistance with your return, please contact our customer service team who are ready to help you with a smooth and hassle-free experience.

How can I create an account?

You can create an account by clicking on the 'Sign Up' button on our website, then follow the instructions to enter your personal information and create a password.

I forgot my password. What should I do?

If you've forgotten your password, please click on the 'Forgot Password' link on the login page. You'll be prompted to enter your email address, and we'll send you a link to reset your password.

How can I update my account information?

Log in to your account and navigate to the 'Account Settings' page. Here, you can update your personal information, shipping address, and payment methods.

Is my personal information secure?

We take data security seriously. We use advanced encryption and security measures to protect your personal information. We do not sell or share your information with third parties.

How can I purchase a gift card?

Gift cards are available for purchase directly on our website. Simply navigate to the 'Gift Card' section, choose the desired amount, and proceed to checkout.

Can gift cards be used with other discount codes?

Yes, gift cards are treated as a form of payment, so they can be used in conjunction with any active discount codes.

What if I lose my gift card?

Treat your gift card like cash; if lost, it might not be replaceable. However, if you have the original purchase receipt or email confirmation, please contact our customer service for assistance.

Can I refund or exchange a gift card?

Gift cards are non-refundable and cannot be exchanged for cash. Please make sure to review our gift card terms and conditions at the time of purchase.

Can I order a product that is currently out of stock?

We offer a pre-order service for our of stock items. Details around this can be found on the individual product pages.

Do you have a physical store?

Unfortunately no, The Bali Concept is online only. However, we do regularly attend events across the country , details of which which we post on our blog. You can read our blog here.

I have a question that is not listed here. How can I contact customer service?

We're here to help! You can reach our customer service team by clicking on the 'Contact Us' link on our website. Our team is ready to assist you with any questions or concerns you may have.