FAQ

Where are you based?    

Balmessence offices and warehouses are located in Dubai, UAE.

 

How do you ensure good condition of your products?

All products sold on Balmessence are kept in air-conditioned stores. All our partners, including delivery couriers are bound with us by strict temperature compliance conditions, to ensure keeping products fresh for you.

 

Are your products authentic and certified?

All products sold on BALMESSENCE.COM are 100% authentic and have passed all required testing and obtained required certifications.

 

Can I pay Cash on Delivery? 

Yes, you can pay Cash on Delivery and there are no extra charges. This option is currently available only to our UAE customers.

 

Can I pay by credit card for my order?

Yes, you can pay via PayPay and the option of credit card and debit card payment option. (Visa or Master Card) or your debit card, if your bank allows, on WWW.BALMESSENCE.COM

  

Do you ship internationally?

BALMESSENCE ships only within the UAE and will soon ship to GCC (Bahrain, Oman, Qatar, Kuwait, and Saudi Arabia).

 

Can I cancel my order?

Orders for UAE can still be cancelled free of charge on the same day or before the order has been collected by our courier partner company. Our courier will contact you to arrange the delivery. At this time, you shall inform them if you wish to cancel. Once delivery is confirmed, the order cannot be cancelled. If cancellation has been done after confirming delivery with the courier, we will process a refund and 10% administration charge will be deducted from the total invoice value in case of credit card payment. If you selected cash on delivery payment method and confirmed the delivery with the courier, you will have to pay delivery charge of AED 17 to our courier partner company directly when they make the delivery to you and return of the order at the same time.

 

What do I do if I receive a faulty item or have concerns about my order?

Our warehouse and delivery team strive to get your order in one piece. At times, our delivery team encounters transportation issues that may affect shipment. If you discover any faulty items after the delivery, you shall notify us on the same day by e-mail to assistance@balmessence.com with your order number, details and an image of any faulty items received and we will replace your order/item.

 

Do I receive free samples?

All our brands are unique and not mass produced, this is why every sample we offer is of high quality and value. We do our best to thank you and treat you with carefully selected offerings to enrich your experience with our beauty brands.  With every purchase of AED 350 and above we will be delighted to send you a surprise gift.

  

Can I track my order?

You will receive a notification email confirmation of your order. Also, our courier partner company will contact you to arrange the delivery of your order.

   

How do I receive order confirmation?

You will receive an order confirmation email upon completing your order.  Please kindly check your email (which you have provided during registration of your account at WWW.BALMESSENCE.COM). If you don’t receive the email within 30 minutes, please check your spam box, as occasionally automated emails can be re-directed to this section. Otherwise, please contact us: assistance@balmessence.com or call us at +9714 451 60 83.

 

How does Cash on Delivery option works?

You will be contacted by our courier partner prior to delivery of your order; they will take cash from you as per the invoice amount. Please ensure the exact amount available to avoid inconveniences in receiving your order. 

  

What benefits do I get, if I subscribe to your Newsletter?

We believe you would like to be entitled to exclusive offers, special promotions, participate and have a chance to win limited prizes, and be notified of any new products on WWW.BALMESSENCE.COM we do offer special gifts to our most loyal customers.

 

How do I unsubscribe from your Newsletters?

If you would like to unsubscribe and stop receiving our news and promotional emails, you may just click on the Unsubscribe button at the end of the email from WWW.BALMESSENCE.COM.

 

How do I know my credit card information is protected on your site?

We do not store your credit cards details at BALMESSENCE. Your credit card details are protected by PayFort payment gateways. PayFort is certified with PCI DSS Level 1, which is the highest level of certification instituted by the organization. It involves the encryption of the card data stored and periodic vulnerability tests of systems to seclude the possibility of hacking or phishing attacks from external or internal sources. Once your credit card is encrypted, no one has access to that information at any time.

 

What if I gave the wrong shipping address?

You are responsible to ensure that you provide us with the correct shipping address. If your shipping address has changed, you have an option on your account page to change the address. Also, at the moment of checking out, you need to confirm your address at all times, it will appear on your check out page, you just need to click on “confirm” or “change”. In addition, our courier partner company will call you before the delivery to confirm your address.

 

Do I need to provide my phone number?

You are responsible for providing a correct mobile number during your account registration on WWW.BALMESSENCE.COM, as we will not be able to arrange delivery of your order without confirming time and address before sending goods to you.  

 

I have forgotten my Balmessence login or password. What do I do?

If you have ordered with us before, search your email history to find the correct account email address. If you can’t remember your password, click ‘Forgot your password?’ and reset your password. If you still have issues, contact customer service and we will help you figure it out.

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