FREQUENTLY ASKED QUESTIONS
ONLINE ORDERING
Q: My coupon code has not been accepted
A: Only one coupon code can be used per order. Check that the promotion is still valid. If you are still experiencing problems, please do contact us by email customercare@balanceme.com and we will be able to investigate the issue.
Q: I have placed my order and would like to add a coupon code retrospectively. How can I do this?
A: Unfortunately we are unable to make any changes to your order once it has been placed as it is sent directly to our warehouse. This includes adding additional products.
Q: When will I receive my order?
A: You can find details on delivery and shipping times on our delivery information page.
Q: I cannot find my welcome email & discount code. Where is it?
A: To redeem your welcome discount you need to sign up to receive emails from Balance Me. We will email you with a coupon code that entitles you to 15% off your first order. If you cannot find the email in your inbox then please look in your spam/junk folders.
Q: I have forgotten my account password/email, what should I do?
A: If you have forgotten your password, you can reset it here. Simply enter the email address you registered with and you will receive an email with a new password.
Q: I placed an order but I have not received a confirmation email. What should I do?
A: Please check your junk/spam folder. If there is no confirmation email, please check the account you have used to pay to see whether payment has been taken. If you have been charged please contact us and we will investigate. If you have not been charged, the transaction has not been processed and you will need to re-order your items.
Q: I made an order but I would like to cancel it, how can I do this?
A: Please contact us immediately and we will do our best to cancel the order. Unfortunately if your products have been shipped we are unable to cancel it.
Q: I’ve ordered the wrong products, how do I change my order?
A: Unfortunately we are unable to change any part of your order once it has been placed as it is sent directly to our warehouse. Please contact us immediately if you wish to cancel the order.
Q: I have entered the wrong delivery address for my order, what should I do?
A: Contact us as soon as possible and if the order has not been shipped, we will do our best to make the amendment. Unfortunately if the order has already been shipped we cannot make any changes.
Q: Do you accept international orders?
A: We can send orders internationally. We ship to all of Europe excluding Denmark. For information on where to purchase Balance Me in any country please see our stocklist information.
Q: Do you sell gift vouchers?
A: Yes, we sell electronic gift vouchers in the following values - £5, £10, £20 and £50. They are also available in the same values in Euros and US dollars. They are valid for 24 months from date of purchase for online orders at balanceme.com.
SAMPLES
Q: I’d like to try some samples before I buy, do you send out free samples?
A: Unfortunately we are unable to send out any free samples, however the majority of our Balance Me collection is available to buy in travel size so you can try our range before committing to the full sized product.
Q: I would like to review Balance Me on my blog, are you able to send out free samples?
A: If you are interested in reviewing our products then please contact customercare@balanceme.com
OUR PRODUCTS AND INGREDIENTS
Q: Where are Balance Me products made?
A: Our products are manufactured in the UK.
Q: Are your essential oils pure?
A: We use 100% pure essential oils that are authentic and non-adulterated from trusted sources. We use high-grade essential oils and where appropriate cold pressed extraction. We never use harsh solvent extraction methods.
Q: Do you test on animals?
A: None of our products are tested on animals and we do not distribute to countries where testing is obligatory. In addition we do not use ingredients that are tested on animals.
Q: Do you use any acrylates or any acrylic substances of any kind in your products?
A: We do not use any acrylates or any acrylic substances of any kind within our products.
Q: What preservatives do your products contain?
A: We use a gentle, nature identical preservative combination approved by Ecocert: Benzyl Alcohol and Dehydroacetic Acid. We are extremely dedicated to using only the finest ingredients that solve skin concerns without creating others and would not use anything that we did not believe in.
Q: What is the shelf life of Balance Me products?
A: Once opened Balance Me products should be used within 6 months. If you have any queries about your products, please contact customercare@balanceme.com
Q: Do your products contain gluten?
A: lot of our products contain Vitamin E which can come from wheat or soy sources and so unfortunately may contain gluten. Further to this, our Cleanse and Smooth Face Balm contains oat powder and we also use wheat germ oil in some of our body oils.
We do, however, have the following products which are gluten free:
• Wake Up Lotion
• Pure Skin Face Wash
• Flash Cleanse Micellar Water
• Congested Skin Serum
• Balancing Face Moisturiser
If you have additional questions contact us at customercare@balanceme.com
Q: Are your products suitable for vegans?
A: The majority of our products are vegan friendly, however there are a few products in which we use beewax and lanolin. The following products are not suitable for vegans;
• Super Moisturising Hand Cream
• Stellar Beauty Balm
• Cleanse and Smooth Face Balm
• Pre and Probiotic Cleansing Milk
• Pre and Probiotic Radiance Cream
• Super Berry Cleansing Balm
Q: Are Balance Me Products safe to use during pregnancy?
A: Our Super Moisturising Body Oil was created for Rebecca when she had her first baby and both founders used Balance Me products throughout their pregnancies but as a company we always err on the side of caution and would advise speaking to your doctor of midwife for advice.
Q: Are your products suitable for vegetarians?
A: Yes, all Balance Me products are suitable for vegetarians
Q: Do your products contain Palm Oil?
A: We actively don’t use palm oil in our Balance Me products and work with our suppliers to use Responsibly sourced ingredients.
RECYCLING
Q: Is your packaging recyclable?
A: Our mission is to source responsibly, reuse/reduce/replace wherever possible and encourage our customers to recycle. Our individual products contain information about recycling, and always check your local recycling point about what they can recycle as it differs across the UK and worldwide.
• We use a cardboard box as our outer packaging when shipping our products meaning there are no plastic bags used
• The cartons used for all individual products is made using FSC certified card
• We use a minimum of 50% recycled plastic in our bottles
• Our pumps are not currently recyclable so please remove these before recycling the bottles when you have finished your product
• The packing chips used in our parcels are plant based EcoFlo chips, they are made from starch and are 100% biodegradable. You can compost them, reuse them, or dissolve them in water
Read our blog to find more detailed information regarding our mission for a cleaner planet.
REFER A FRIEND SCHEME
Q: How does it work?
Our refer a friend scheme allows anyone who has an account and shops with us to share a unique personalized link with their friends – this link can be shared as many times as you like and enables your friend to get £10 off their first £30 shop with Balance Me. Once their order has been shipped you will receive a £10 voucher as well to spend as you wish. Once logged in please go to your rewards portal to start sharing your refer link with your friends.
Referred friends
- Referred friends will receive a £10 off voucher code via email, Twitter or Facebook. This voucher code will give them £10 off orders above £30 (excluding delivery charges).
The voucher will expire 6 months after being issued.
The Referrer
- Once the referred voucher code has been used to place an order the referrer will receive a £10 off voucher code delivered via email. This voucher code will give the referrer £10 off orders above £30 (excluding delivery charges).
This voucher will expire 30 days after it has been issued. - The referrer of the voucher will only be rewarded with a £10 voucher is their friend has not ordered from Balance Me in the past.