Shipping

We ship orders with care from the Netherlands.

Each order is prepared, checked, and packed carefully before dispatch. Once your order has been shipped, you will receive a confirmation email with tracking details where available.

Delivery times may vary depending on the destination, courier, customs processing, and seasonal demand.

For international orders, import duties, taxes, and customs charges may apply. These costs are the responsibility of the customer and are not included in the product price unless stated otherwise at checkout.

Access Tokens

Our access tokens are limited-edition physical objects connected to redeemable product credit & showroom access.

Because each token is limited, numbered, and/or registered to the purchaser, token purchases are final and non-returnable, except where required by law.

If your token arrives damaged, please contact us within 48 hours of delivery with photos of the packaging and item, so we can review the issue.

Lost, stolen, damaged, or destroyed tokens may not be replaceable. Where applicable, redemption rights are linked to our internal registration records rather than possession of the physical object alone.

Luxury Underwear

For hygiene reasons, underwear cannot be returned or exchanged once delivered, opened, tried on, worn, washed, or removed from its protective packaging.

This policy protects the privacy, health, and safety of every client.

If you receive an incorrect or defective item, please contact us within 48 hours of delivery with your order number and clear photos. We will review the issue and offer a suitable solution where appropriate.

Non-Returnable Items

The following items are not eligible for return or exchange:

• Underwear and intimate garments

• Opened or unsealed hygiene-sensitive products

• Limited, numbered, personalized, or registered access tokens

• Custom, special-order, or made-to-request items

• Items that have been worn, washed, altered, damaged, or used

Damaged or Incorrect Orders

Please inspect your order upon delivery.

If your item arrives damaged, defective, or incorrect, contact us within 48 hours at:

concierge@betterballs.world

Please include:

• Your order number

• Photos of the item

• Photos of the packaging

• A short description of the issue

We will review your request and respond with the next steps.

Refunds

Approved refunds are processed to the original payment method.

Shipping costs, duties, taxes, and payment processing fees may be non-refundable unless required by law.

Final Sale Notice

By purchasing underwear or an access token, you acknowledge that the item is sold as final sale, except in cases of damage, defect, incorrect fulfillment, or where mandatory consumer law provides otherwise.

If you have any questions please reach out to us at concierge@betterballs.world.