SHIPPING & RETURNS
Shipping
BALETA Handmade ships from Austria to selected destinations worldwide.
Available shipping options and the applicable charges are shown during checkout before the order is submitted.
Depending on the destination, order value and parcel size, available services may include standard tracked shipping and express shipping.
Shipping is generally available to:
Austria
European Union
United Kingdom and Switzerland
United States
Rest of World
For unusually large, heavy or high-value orders, or where no automated shipping option is available at checkout, please contact BALETA Handmade for a shipping quotation.
Orders with a value above €1,000 may require an individually quoted or enhanced insured shipping service.
Dispatch and Delivery Times
We aim to dispatch stock items as quickly as reasonably possible.
For commissioned or made-to-order products, any quoted completion or dispatch date is normally an estimate unless expressly agreed otherwise.
Delivery times after dispatch depend on the destination and shipping service used.
If a delivery is significantly delayed or appears to have been lost in transit, please contact us so that we can investigate the shipment.
For consumer orders, responsibility for accidental loss or damage during delivery passes in accordance with applicable consumer law.
Tracking
Tracking information will normally be provided where the selected shipping service includes tracking.
Customers should ensure that their delivery address is complete and accurate when placing an order.
Deliveries Within the European Union
Orders delivered within the European Union are shipped from Austria.
Any VAT treatment applicable to the sale will be reflected in the price or order information provided before the order is submitted.
There should normally be no customs import procedure for goods moving between EU member states.
Deliveries Outside the European Union
Orders delivered outside the European Union may be subject to customs duties, import VAT, brokerage or handling fees, or other charges imposed by the destination country.
Unless expressly stated otherwise, these charges are not included in BALETA Handmade's shipping charges and are the responsibility of the recipient.
The customer is also responsible for ensuring that the products ordered may lawfully be imported, possessed and used in the destination country or region.
BALETA Handmade may decline to ship particular products to a destination where legal or practical restrictions make shipment inappropriate.
Returns and Statutory Withdrawal
14-Day Right of Withdrawal
If you are a consumer purchasing at a distance, you generally have the right to withdraw from an eligible purchase within 14 calendar days without giving a reason.
For goods, the withdrawal period normally begins on the day on which you, or a third party nominated by you other than the carrier, receive the goods.
To exercise this right, you must inform BALETA Handmade of your decision to withdraw before the withdrawal period expires.
Full statutory withdrawal information and the model withdrawal form are provided on our separate Withdrawal page.
From 1 October 2026, eligible online orders may also be withdrawn using the online withdrawal function provided on this website in accordance with Austrian law.
Exceptions for Custom and Personalised Products
The statutory withdrawal right does not apply in certain circumstances.
In particular, it may not apply to goods that are made to the customer's specifications or are clearly personalised.
This may include, depending on the nature of the order, products incorporating customer-selected permanent personalisation such as names, initials, inscriptions, engraving or other individually specified features.
The absence of a statutory withdrawal right does not affect your rights if the goods are defective, incorrectly supplied or otherwise fail to conform to the contract.
Returning Goods After Withdrawal
After notifying us that you are exercising a statutory right of withdrawal, the goods must be returned within the applicable statutory period.
Unless BALETA Handmade has agreed otherwise, the customer is responsible for the direct cost of returning goods following an ordinary statutory withdrawal. Austrian consumer rules allow the seller to place those direct return costs on the consumer provided the consumer was informed beforehand, which is why we state it expressly here.
Please contact us before returning goods so that we can provide the appropriate return address and help identify the order.
We strongly recommend using a suitably insured and trackable shipping service when returning knives or other valuable products.
Condition of Returned Goods
You may inspect a product to the extent reasonably necessary to establish its nature, characteristics and functioning.
You may be responsible for any reduction in value resulting from handling beyond what is reasonably necessary for that purpose.
Please return products securely packaged and, where reasonably possible, with the original packaging and accessories.
Original packaging is helpful but the statutory right of withdrawal is not made conditional merely on the packaging remaining unopened or pristine.
Refunds Following Withdrawal
Where a valid statutory withdrawal applies, BALETA Handmade will refund the cost of the least expensive standard delivery method offered for the order.
If you chose a more expensive delivery method, such as express shipping, the additional cost of that premium service will not be refunded.
Refunds will normally be made using the same payment method used for the original transaction unless otherwise agreed.
We may withhold reimbursement until the goods have been returned or until you provide evidence that they have been sent back, where permitted by law.
No separate handling or restocking fee will be charged for exercising a statutory right of withdrawal.
Faulty, Damaged or Incorrect Goods
Your statutory rights relating to defective, damaged, incorrectly supplied or non-conforming goods are separate from the 14-day withdrawal right.
If an item arrives damaged, is defective or is not the product you ordered, please contact us as soon as reasonably possible at:
Please include your order details and, where useful, photographs showing the issue.
Where BALETA Handmade is responsible for supplying defective, damaged or incorrect goods, we will deal with the matter in accordance with applicable statutory consumer rights.
Where appropriate, reasonable delivery or return costs associated with resolving such a problem will be borne by BALETA Handmade.
Voluntary Returns
BALETA Handmade may, at its discretion, accept a return outside the statutory withdrawal rights described above.
Any such voluntary return is subject to prior agreement and does not create an ongoing entitlement to return goods outside your statutory rights.
Customised or personalised goods will not normally be accepted as voluntary returns unless otherwise agreed.
Return Address
Please contact BALETA Handmade before sending a return.
We will provide the appropriate return instructions and return address for your order.
Email: paul@baletahandmade.com