Last updated: September 10, 2026
Welcome to our Frequently Asked Questions page.
Our online store is operated by テックウインド株式会社 and currently serves customers in Hungary.
If you cannot find the answer to your question below, please contact us at support@baala.shop or +81 90 1846 5481.
1. Where do you deliver?
We currently deliver to eligible addresses in:
Hungary
Delivery availability may depend on the destination address, carrier coverage, product type, package size or weight and applicable logistical or legal restrictions.
The availability of delivery to your address will normally be confirmed during checkout.
2. How long does delivery take?
Estimated standard transportation time is generally:
5–7 business days after dispatch.
This estimate does not include order processing time.
Delivery may occasionally take longer because of carrier delays, public holidays, severe weather, transportation interruptions, customs or regulatory procedures where applicable, or other circumstances outside our reasonable control.
Delivery estimates do not limit any mandatory consumer rights concerning delayed delivery.
3. How long does order processing take?
Orders are normally processed within:
1–2 business days
after they have been successfully placed and confirmed.
Orders placed on weekends or public holidays will normally begin processing on the next business day.
Processing may occasionally take longer where payment or address verification, product availability or other reasonable order checks are required.
4. How can I track my order?
Once your parcel has been dispatched, tracking information may be sent to the email address used when placing your order.
Where tracking is available, the shipping notification may include the carrier name, tracking number, tracking link and dispatch information.
Tracking information may require approximately 24–48 hours after dispatch to become active in the carrier's system.
If you have difficulty tracking an order, please contact:
5. What payment methods do you accept?
Available payment methods are displayed during checkout.
Payment availability may depend on factors such as your location, currency, order value and the payment services currently available through our store.
Only payment methods actually displayed during checkout are available for the relevant order.
Please review our Payment Policy for additional information.
6. Is my payment information secure?
We use reasonable measures designed to support a secure checkout environment.
Payment transactions may be processed by Shopify, banks, card networks or independent payment service providers, depending on the payment method selected.
Please never send us passwords, full payment-account login information, one-time security codes or other confidential payment credentials by email.
No online payment or internet transmission system can be guaranteed to be completely risk-free.
7. Can I change or cancel my order?
Please contact us as soon as possible if you need to change or cancel an order.
We will try to assist where reasonably possible.
Once the order has entered processing, fulfilment or has already been dispatched, it may no longer be possible to modify or voluntarily cancel it before delivery.
This does not affect any statutory cancellation or withdrawal right available to you.
8. What should I do if I entered the wrong delivery address?
Please contact us as soon as possible at:
If the order has not yet been dispatched, we will try to correct the address where reasonably possible.
Once the parcel has been shipped, we cannot guarantee that the delivery address can still be changed.
Where permitted by law, reasonable additional shipping costs resulting directly from an incorrect address supplied by the customer may be the customer's responsibility.
9. What happens if my parcel is delayed?
Delivery delays may occasionally occur because of carrier congestion, public holidays, severe weather, transportation disruption, customs procedures where applicable, incorrect delivery details or other external circumstances.
If your estimated delivery period has passed and tracking information has not updated for an extended period, please contact:
Please include your order number.
We will review the available shipment information and, where appropriate, contact the carrier.
10. What should I do if my parcel appears to be lost?
If you believe that your parcel may be lost, please first review the tracking information and confirm that the delivery address is correct.
You may also wish to check with household members, your building reception, mailroom or any designated safe delivery location.
If the parcel still cannot be located, please contact us with your order number.
If the shipment is confirmed as lost in circumstances for which we are responsible, an appropriate remedy will be provided in accordance with applicable law and our policies.
This may include a replacement or refund depending on the circumstances and product availability.
11. What should I do if my order arrives damaged?
Please inspect the parcel and product as soon as reasonably possible after delivery.
If the product or parcel is damaged, contact us promptly at:
Please provide your order number and a description of the problem.
Where reasonably useful, we may also ask for photographs of the product, outer packaging and shipping label, or a video showing the issue.
Please keep the original packaging until the issue has been reviewed where reasonably possible.
12. What if I receive the wrong product?
Please contact us promptly if you receive a product that is different from the product you ordered.
Include your order number and, where reasonably useful, clear photographs showing the product received and the shipping label.
After reviewing the issue, we will provide an appropriate remedy, which may include replacement, return or refund depending on the circumstances and applicable law.
13. What if part of my order is missing?
If a product, accessory or component is missing from your parcel, please contact:
Please provide your order number and a description of what is missing.
Where reasonably necessary, we may ask for photographs of the products received, packaging and shipping label.
We will review the issue and provide an appropriate solution.
14. What is your return period?
We provide an additional 30-day voluntary return policy for eligible products.
Eligible customers may request a voluntary return within 30 days after receiving the product, subject to the conditions in our Return & Refund Policy.
For voluntary returns after the statutory withdrawal period, products should generally be returned in the condition received, unused or unworn, with relevant accessories and components, and in the original packaging where reasonably possible.
These conditions do not restrict the separate statutory 14-day withdrawal right available to eligible consumers.
15. Do customers in Hungary have a 14-day right of withdrawal?
Eligible consumers in Hungary purchasing goods through an online distance contract generally have a statutory 14-day right of withdrawal, subject to applicable legal exceptions.
Where this right applies, the consumer may withdraw from an eligible purchase without giving a reason within the applicable statutory period.
This statutory right is separate from our additional 30-day voluntary return policy.
Please review our Return & Refund Policy for full details.
16. Who pays the return shipping costs?
For a change-of-mind return under the statutory withdrawal right, the customer is generally responsible for the direct return shipping costs where this responsibility has been properly disclosed and applicable law permits it.
Customers are also generally responsible for direct return shipping costs for voluntary change-of-mind returns under our additional 30-day return policy.
However, reasonable return shipping costs will normally be handled by us where the return results from a confirmed defective or non-conforming product, delivery damage, an incorrect product, missing components or another fulfilment error attributable to us.
17. How do I request a return?
Before sending a product back, please contact:
Email: support@baala.shop
Telephone: +81 90 1846 5481
Please provide your order number, the email address used for the order, the product concerned and a short description of your return request.
We will provide the applicable return instructions.
For a statutory withdrawal, contacting us to obtain shipping instructions does not prevent you from validly exercising your withdrawal right by sending us a clear withdrawal notice within the applicable period.
18. Where should I send my return?
Please send returns only to the return address provided in the applicable return instructions.
Our registered company address is:
テックウインド株式会社
東京都文京区湯島3丁目19番11号
Japan
However, this registered address is provided for company identification and correspondence and should not automatically be treated as the return warehouse address.
Please contact support@baala.shop before shipping a return so that you receive the correct return instructions.
19. When will I receive my refund?
Once an eligible voluntary return has been received and reviewed, we will notify you of the outcome.
For approved voluntary returns under our 30-day return policy, the refund will normally be initiated to the original payment method within 10 business days after approval.
Where a statutory withdrawal right applies, reimbursement will be handled within the legally required period.
Where permitted by law for physical goods, reimbursement may be withheld until we receive the returned goods or appropriate evidence that they have been sent back.
Your bank, card issuer or payment service provider may require additional processing time before the refunded amount appears in your account.
20. What happens if my payment is declined?
Payments may be declined for reasons including payment-provider security checks, incorrect payment information, account restrictions, insufficient funds or credit, authentication failure or temporary technical issues.
Please review any message provided by your bank or payment provider.
If another payment method is available during checkout, you may try that option.
We generally cannot override an independent payment decision made by a bank, card issuer or payment service provider.
21. What should I do if I was charged twice?
If you believe the same order has been charged more than once, please contact us promptly at:
Please provide your name, order number, email address used for the order, payment date, amount and relevant transaction reference where available.
Do not send full card credentials, account passwords or other sensitive payment authentication information.
22. Are VAT, customs duties or import charges included?
Applicable charges collected by us will be displayed during checkout where required.
Because orders may involve cross-border delivery, tax, customs or import treatment may depend on the origin of the shipment, destination, product and applicable rules.
Where taxes or import charges are included in the amount collected from you, the relevant amount will be reflected or disclosed through the checkout process as required.
Please review the final checkout amount and our Shipping & Delivery Policy before placing an order.
23. What rights do I have if a product is defective?
If a product is defective, damaged, incorrectly supplied or otherwise does not conform to your purchase agreement, please contact us promptly.
Depending on applicable consumer law and the circumstances, available remedies may include repair, replacement, price reduction, return or refund.
Our voluntary return policy does not replace or reduce mandatory rights relating to defective or non-conforming goods.
24. How is my personal information handled?
Personal information is handled in accordance with our Privacy Policy.
Information may be processed where reasonably necessary to process orders, payments, delivery, customer service, returns and refunds and to comply with applicable legal obligations.
For customers in Hungary, applicable GDPR and Hungarian data protection requirements will be observed where applicable.
25. How can I contact customer service?
For product questions, order enquiries, delivery issues, payments, returns, refunds or other customer service matters, please contact:
テックウインド株式会社
Corporate number: 1010001143143
Responsible person: 王 夢周
Registered address:
東京都文京区湯島3丁目19番11号
Japan
Email: support@baala.shop
Telephone: +81 90 1846 5481