Frequently Asked Questions

ORDER | THE PRODUCT I WISH TO ORDER IS SOLD OUT

Due to popularity and attractively priced products, our beauty products can currently sell out faster than we are normally used to. However, our online stock is regularly replenished. We advise you to use the 'Email me when available' function on our product page so that you will receive an email as soon as the product is available again in our Online Shop.

ORDER | I DIDN'T RECEIVE AN ORDER FOR CONFIRMATION BUT I PAID

If you have not received a confirmation by e-mail, we recommend that you first check your advertising or spam inbox. If you have placed your order with a registered account, you must find your placed order in the menu item 'My orders' within your My BalmerCosmetics environment.

If you still have not received an order confirmation email from your order one hour after placing your order, your order is not yet registered in your personal account, please send a copy of a screenshot of your full Balmer Cosmetics bank statement to customerservice@balmercosmetics.com with the subject 'No confirmation' and we will investigate the status of your order as soon as possible.

If you have not received a response from us after two working days, if or if the amount paid has been refunded to your bank account. If this is the case, your order has accidentally not been successfully received in our ordering system and we advise you to place your order again.

ORDER | CAN I CHANGE MY PLACED ORDER?

Unfortunately it is not possible to change the details of your placed order.

If you have incorrectly entered an incorrect address when placing your order and your order has already been transferred to our delivery partner DHL, you can adjust your delivery details yourself. Once you have received the Track & Trace data of your order and your order has been transferred to DHL, you can choose the option 'Agree something else'.

If you have incorrectly ordered an incorrect product, we advise you to refuse your order as soon as the postal delivery person arrives at your door. Our delivery partner will ensure that your order is returned to us free of charge. Once your return has been received by us, you will receive a confirmation by e-mail and the amount paid will be refunded to your bank account within 5 to 10 working days.

ORDER | CAN I CANCEL MY PLACED ORDER?

Unfortunately it is not possible to cancel your order. If you do not wish to receive your order, we advise you to refuse your order as soon as the mail deliverer arrives at your door. Our delivery partner will ensure that your order is returned to us free of charge. Once your return has been received by us, you will receive a confirmation by e-mail and the amount paid will be refunded to your bank account within 5 to 10 working days.

ORDER | CAN I EXCHANGE MY ONLINE PURCHASE?

Unfortunately it is not possible to exchange your online purchase for another product. You must return your received product (if unopened and unused) and place a new order.

You can return your online purchases via a DHL Service Point near you. You must add the return form you received to your return. You indicate at the Service Point that your package must be returned to Balmer Cosmetics and the DHL Service Point employee ensures that your package is returned to us free of charge. When you return your return, you will always receive a return receipt: keep your return receipt carefully to be able to consult the status of your return shipment.

Normally it takes a few working days for your return to arrive in our warehouse and to be processed. As soon as your return is processed, we will inform you by e-mail.

DELIVERY | WHEN WILL MY ORDER BE DELIVERED?

In your shopping cart we make the best forecast for the delivery time of your order. However, due to the pressure, we cannot guarantee that your order will be delivered within the chosen time frame because we depend on our delivery partner DHL for this. We also try to process placed orders as quickly as possible during this busy period. Therefore, it is possible that you receive your order in an earlier period than what you initially chose. For current information regarding the delivery of your order, we therefore advise you to consult the Track & Trace data of your order.

DELIVERY | THE TRACK & TRACE DETAILS OF MY ORDER ARE UNKNOWN

Once your order has been transferred to our delivery partner and is on its way to you, the Track & Trace status will change. We advise you to consult your Track & Trace data again at a later time.

DELIVERY | WHAT HAPPENS TO MY ORDER WHEN I'M NOT AT HOME AT THE TIME OF DELIVERY?

Our delivery partners deliver our orders to the delivery address specified by you. DHL Parcel's terms and conditions apply to this.

DHL

After an unsuccessful delivery attempt, the DHL postal deliverer will provide you with a KIB (card in letterbox) and you will receive an e-mail with the message that the postal deliverer has failed to deliver your order. You can specify a different delivery time or location on the same day, up to 23:59, using DHL's online Track & Trace environment. If you do not make a new delivery appointment, your order will be ready the next day at your nearest DHL ServicePoint.

DELIVERY | MY ORDER WILL BE SHIPPED TO AN INCORRECT ADDRESS

If you have incorrectly entered an incorrect address when placing your order and your order has already been transferred to our delivery partner DHL, you can adjust your delivery details yourself. Once you have received the Track & Trace data of your order, you can choose the option 'Agree something else'. This allows you to adjust the delivery address (DHL Service Point or house number) or time.

If you are unable to collect your order from the incorrect or modified house number, we recommend that you have the order delivered to a DHL Service Point. If the order is not collected within 5 working days, your order will be returned to us. You will receive a confirmation by e-mail and the refund of the amount paid will be made automatically.

DELIVERY | MY ORDER WILL BE RETURNED TO YOU

If for any reason your order is returned to our warehouse, an automatic return process will start and you will receive the paid amount refunded to your bank account within 5 to 10 working days. If you wish to receive your order again, we advise you to place a new order.

If you have used a personal code or voucher, we advise you to contact us via our contact page.

DELIVERY | I HAVE NOT RECEIVED MY ORDER

If you have not received your order, we advise you to consult the Track & Trace details of your order. Please contact us if the Track & Trace data shows incorrect information. Our delivery partner will then investigate the status of your order and we strive to provide you with the outcome of the investigation within 5 working days. If you still receive your order in the meantime, we would like to hear from you.

HOW CAN I CONTACT YOU?

Has your question not been answered after reading our frequently asked questions? Contact us via the following options:

E-mail

Do you have a complaint, question or comment? Send an email to customerservice@balmercosmetics.com or contact us via our contact page.

Social Media

Contact us via Facebook, or Instagram and we'll do our best to respond to your message as soon as possible!