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Frequently Asked Questions

Online Ordering


Q: My coupon code has not been accepted
A:  You must be logged into your account before you can enter a promotional code. Only one coupon code can be used per order - loyalty codes and promotional codes cannot be used together. Check that the promotion is still valid. If you are still experiencing problems, please do contact us by email customercare@balanceme.co.uk 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.


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.co.uk


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 avoid 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.co.uk

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:

• Super Toning Body Polish
• Revitalising Hand and Body 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.co.uk 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
Rose Otto Hand Cream
Stellar Beauty Balm
Cleanse and Smooth Face Balm

Q: Can your products be used during pregnancy?
A: As a company we will always err on the side of caution and if you have any doubts, it is best to speak to your GP or midwife. Our Super Toning range features juniper so this must be avoided.
Our Co-Founders, Rebecca and Clare Hopkins both used Balance Me products during their pregnancy. The Super Moisturising Body Oil was created for Rebecca when she had her first baby and both sisters used this, plus Super Moisturising Body Wash and Stellar Beauty Balm to keep their skin hydrated. 

Q: Are your products suitable for vegetarians?
A: Yes, all Balance Me products are suitable for vegetarians

Q: Do your products contain Palm Oil

Balance Me do use some ingredients derived from palm oil however we are responsible and only use ingredients that have come from suppliers of RSPO (Round Table of Sustainable Palm Oil). They are working to ensure that palm plantations are managed properly and are free from corruption to stop any further unnecessary rain forests being cut down. The supply of palm oil is now manageable and therefore there is no reason not to use it as at this stage. Looking for another plant to obtain these oils from would only result in other areas of the earth being deforested to grow new plantations. The fact that these alternative plants would yield on a fraction of the oils that Palm can produce make this not an attractive option.


Recycling

In all areas of our business we opt to find the most sustainable and environmentally friendly way to operate. It’s something we instil across our team and is an important part of the Balance Me ethos.


Charities

Q: Do you work/collaborate with charities? Are you looking for new charity partners?
A: We are currently supporting The House of St Barnabas. If you would like to find out more about our work with HOSB please follow this link. For further enquiries please contact customercare@balanceme.co.uk

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