Frequently asked questions

About Us

WHERE WE ARE
Our company, based in Phuket in Thailand, will endeavor to find the right product, whilst maintaining a competitive price and optimum quality at all times.

PROCESSING OF ORDERS
A confirmation email will be sent within 24 hours for your purchase on our website.
If you do not receive any email from us within 24 hours, contact us. Make sure your e-mail address is correct and check your spam filter.

PAYMENT
You can by credit card with Hipay or Paypal, we have Europe account for bank transfer.

SHIPPING
The item will be shipped within 48 hours maximum after payment.
Shipping costs are 1.99€, free for orders over 50€.
Orders are shipped from Thailand.
Shipment time is between 7-15 business days
Orders over 30€ have an online traceable tracking number..

TERMS
To cancel an order, it must not already be sent to the Post and the request must be made within 12 hours after purchase, we will not be held responsible if the order is already gone and you will not be refund.

If the shipping time is exceeded 20 days and you still have not received your order, thank you to contact our services for investigation. If your order is lost after checking, you can either request a refund or a new send.

REFUND & RETRACTION
You can retract from a purchase within 14 days of receiving your package. It is not possible to cancel an order that has already been sent. You have to wait to receive it. The delivery times are 7 to 15 working days. Please contact us at contact@the-balm.com for a retraction.

You must send the goods back to the address we will give you. The return costs are at your expense. Please note that only unused goods will be accepted for a refund. You have 14 days to return the products. We will refund you within 48 hours of receiving your package.

Please check with your customs from your country if you can buy our products before placing orders on our website. We can not be held responsible for any blocking at customs, because our products are original. When you place an order on our site, you are responsible for it and then you can't request a full repayment. Thus, after return of products in our company, we will refund the price of your order less any shipping costs. (Italy and Germany is custom country problem).

All orders on this website mean acceptance of these conditions.