FAQ

What are your shipping cost?

The Netherlands: 3,50

Belgium & Germany: 7,95

All other countries: 19,95

What are you delivery terms?

We will process all orders within 1-3 working days.

Orders will be sent to the delivery address that you have submitted on your order form. We cannot be held responsible if that delivery address is incorrect.

Please note that we cannot deliver to PO boxes. (There are some delivery restrictions on where we can deliver and these will be given to you on request.)

We will deliver the goods following the delivery option selected by you during the order process. Any delivery time scales quoted to you are indicative only. Whilst we use only reputable delivery companies we do not accept any liability for delayed delivery caused by any third party.

Please note that we will monitor every country’s delivery service and should there be a problem in that country, we will inform the customer with some extra postal options.

What is you refund and return policy?

Any item can be refunded if it is returned within 30 days of purchase. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Unfortunately we do not offer a refund on opened or used products and do not offer exchanges online.

Shipping costs are the responsibility of the customer and are non-refundable.

Please send your order back to:

House of Balm
Hoogte Kadijk 19-1
1018BD Amsterdam
The Netherlands

We will notify you once your return has been received and approved. The refund will be processed to the original method of payment. We recommend using a tracked service to return the goods as all transport risk is born by the sender.

If you have an issue with your product or delivery, please contact us to discuss your options at hello@houseofbalm.com. If getting in touch about a return, please include your order number and product details in the email.

What is your privacy policy?

Your personal details will remain private and confidential. We will never sell, rent, barter or share your personal details in any way with any other company. All data collected is for our internal use only. We do not store credit card details nor do we share customer details with any 3rd parties.

We hate spam as much as you do. We will never send you any unsolicited e-mail. If you choose to subscribe to our House of Balm newsletter, you will receive regular e-newsletters from us. Clear unsubscribe details are always shown on the newsletter.

How do you guarantee payment security?

Your credit card details are decrypted after they reach Mollie’s systems, where they are then automatically processed and your card charged. They are not held in clear text on any web site so it is not possible for your details to be stolen during a transaction.

We at House of Balm  never receive your complete credit card details or keep such information anywhere in our systems.