COVID-19 Update

Our warehouse team is working extremely hard to process all online orders as quickly as possible. Measures and precautions are being taken to ensure that this is done in a way that protects both staff and the safety of your order. This may mean that your delivery may take a little bit longer than usual.

 

What are my delivery options?

United Kingdom

Standard Delivery:
FREE on orders over £40.00
£2.99 on orders under £40.00
Estimated delivery time: 2-5 working days from dispatch.
Please note, any orders placed over the weekend or on a bank holiday, will be processed as soon as possible following the next working day.
UK postcodes only.

Next Day Tracked Delivery:
£3.99 on all orders
For orders placed before 12pm we will dispatch the same day to be delivered on the next working day (excludes Saturday delivery).
For orders placed after 12pm Friday through to Sunday delivery can be expected on Tuesday. Orders placed over the weekend (Saturday-Sunday) or on a public holiday will be processed the next working day.
UK postcodes only.

You can track your order by logging in to your Balance Me account. Alternatively you can check your order confirmation email or dispatch email.

Please note that once you have placed your order, you will NOT be asked to pay any further monies by Royal Mail to deliver your parcel. You can find more information and official advice from Royal Mail regarding phishing scams from here.

 

Europe

Standard shipping:
FREE on orders over €50.00
€5 on orders under €50.00

Estimated delivery time: 2-5 working days from dispatch.

Please allow up to 21 working days due to customs. Please note that you may be required by your shipping country's postal service to pay an additional customs charge once the goods have entered your country.

For information regarding VAT + Duties, please click here.

 

USA, Canada, Australia, New Zealand

Standard shipping:
FREE on orders over $50.00
$9.50 on orders below $50.00

Estimated delivery time: 5-8 working days from dispatch(please allow up to 21 working days due to customs)

For information regarding VAT + Duties, please click here.

 

Rest of the world

Standard shipping: Orders will incur shipping costs of $20.00

Estimated delivery time: 5-10 working days from dispatch(please allow up to 21 working days due to customs)

For information regarding VAT + Duties, please click here.

Please note that you may be required by your shipping country's postal service to pay an additional customs charge once the goods have entered your country. Unfortunately we are currently unable to ship to Russia and Thailand. Please contact us via customercare@balanceme.com or call +44(0)2075931070 for more information.

 


 

Can I change the delivery address each time I order?

If you have ordered with us before and created an account then your delivery and billing address will automatically appear during the checkout process - provided you are logged in to your account. You will also be given the option to create new delivery and billing addresses. You will first be asked to enter or select a delivery address and then given the choice of using it as your billing address. These addresses will be stored in your account, provided you are not checking out as a guest. You can also edit your billing and delivery addresses at any time by navigating to your account.

Please note: once your order has been placed, we are unable to change your delivery address. Please take extra care to ensure your delivery address is correct and complete.

 


 

Can items in one order be delivered to multiple addresses?

Each order can only be delivered to one specific address. If you wish to order products to be sent to different locations, please create a new order for each destination location.

 


 

Will I have to sign for my delivery?

Your order will be sent via a tracked postal method, however Royal Mail 48 hour delivery will not require a signature. Orders delivered by DPD next day delivery will require a signature on receipt. Remember that you have the option to select a delivery address other than the place where your payment card is registered (e.g. your work place) if this is more convenient.

 


 

What should I do if I think my order is late?

In the unlikely event that after 14 days you have still not received your order, please email us at customercare@balanceme.com with details of the goods that you have ordered. Please quote your invoice number. This appears on screen when you order and also on your order confirmation email.

 


 

I haven't received all the items I ordered - what do I do?

Please check the confirmation email we sent you on receipt of your order. Then, if you still believe items are missing from your order, please email us at customercare@balanceme.com with your order number. This is stated on your confirmation email and should have been given to you at the end of our checkout process if the transaction went through successfully. We will respond to your query and work to resolve any problems as quickly as possible.