- Returns and Refunds
- Orders and Billing
- Our Mandate
- Contact Us
Returns and Refunds
Is it true you offer a 30-day money-back guarantee on any first purchase?
Absolutely! We want you to love our product as much as we do, so we invite you to try it for the first time risk-free. If you decide our product just isn’t for you, contact us within 30 days of when your order was placed to initiate your return. Send what’s left of the product back to us in its original bottles and we will refund 100% of your purchase. Please note: We do not cover the cost of shipping if your item is returned. For more information, please see our Return Policy
What’s your general return and exchange policy?
We have a 30-day return policy, but we do not offer exchanges at this time. For more information, please see our Return Policy.
How do I make a return?
If you want to return your product within 30 days of your order date, contact us at firstname.lastname@example.org and we’ll help you out. If this is not your first order, your product will have to be returned unopened and in its original packaging. For more information, please see our full Return Policy. Please note: We do not cover the cost of shipping if your item is returned.
When will I receive my refund?
Once your product arrives back to us, please allow two weeks for processing. We will send you an email confirmation once your return has been processed. Please note that your financial institution may take longer to reflect the transaction.
What happens if my product arrives damaged?
Contact us right away at email@example.com and we will help find a solution.
Can I cancel or change my order after I’ve placed it?
That depends on how quickly you change your mind. If your order hasn’t shipped yet, simply contact us at firstname.lastname@example.org, and we’ll help find a solution. If your order has shipped, you will need to go through our standard return process. That means you’ll have 30 days from the order date to send your unused products back in the original packaging for a full refund. Please note: We do not cover the cost of shipping if your item is returned.
How long will it take for my order to arrive?
Depending on where you live and which shipping option you select, your product will arrive between 2-7 business days. You can track your shipment using the tracking number provided in your confirmation email.
How much does shipping cost?
Shipping is free on orders over $100. For orders under $100, shipping costs will be calculated at check-out based on your location in the United States, and whether you choose standard or expedited shipping.
Will I have to sign for my order?
Yes! We want to make sure that you, or someone you trust, receives your order in perfect condition. A signature helps us to ensure that we’ve placed your order in the right hands.
I live outside of the U.S. — can I buy your products?
Not yet. We only ship within the United States at this time. Sign up for our newsletter to receive updates on when our products will be available in your country.
Do you ship to P.O. boxes?
We do not ship to P.O. boxes at this time because we require a signature upon delivery.
I didn’t receive my items. What should I do?
Once your order has shipped, you can track your order at anytime by clicking on the link provided in your shipping confirmation email. If you think your order should have arrived by now and it hasn’t, please contact us at email@example.com.
What are the benefits of having an account?
Signing up for a Balm account lets you take advantage of our auto-replenishment program, and gives you access to product sneak peeks, special offers and events. It also allows you to track your purchases easily and helps us fast-track you through the purchasing process.
I’m having trouble logging into my account. How do I recover my password?
Simply click “Forgot password” and follow the directions. If you’re still having trouble, please contact us.
How do I update my billing/shipping information?
First, log in by clicking on the account icon at the top right corner of the page.
Select “Addresses” to update your billing and shipping address and hit “Save Address.”
Orders and Billing
How do I confirm my order has been placed?
After you’ve placed your order, you will receive a confirmation email from us, containing your full order summary, including your order number. If you don’t receive your confirmation email, please try checking your junk folder — if it’s not in there either, give us a shout at firstname.lastname@example.org and we’ll help figure out what’s up.
What forms of payment do you accept?
We accept Visa, Mastercard, Visa Debit, Debit Mastercard and American Express.
How soon will my card be charged?
Your card will be charged at the time of your purchase confirmation.
I just placed an order – now I need to change or cancel it! What should I do?
Visit our contact us page or email us at email@example.com.
Where else can I buy your products?
Right now, our products are only available on our website, for sale in the United States.
What do you mean when you say your products are plant-based?
We mean that our products are primarily formulated with plant-derived ingredients. You can read all about our six clinically proven key active ingredients here. A full ingredient list is also available on each product’s page.
Are your products clean?
Yes, we define our products as clean because they contain no artificial dyes, parabens, sulphates, synthetic fragrances or PEGs. We understand that there is no agreed-upon, industry-standard definition of what “clean beauty” means, and it can be confusing for consumers. We explore the industry debate around clean beauty in this story on Balm.
What’s different about your products?
Our products are formulated by a dermatologist and specifically formulated to meet the needs of *adult* skin. Unlike other products for acne-prone skin, ours contain no salicylic acid or benzoyl peroxide, commonly used ingredients which can be overly drying and irritating for mature skin. Our products are both gentle and extremely effective, and help with dryness, fine lines, and the look of adult acne and dark spots.
Do you test your products on animals?
Do your products contain parabens?
Are there preservatives in your products?
All ClearBalm products contain gentle preservatives to prevent the spread of bacteria and keep our products safe and effective.
Is ClearBalm an acne treatment?
BalmLabs creates cosmetic products formulated to improve the look and feel of adult acne-prone skin. Our products are not intended to diagnose, treat, or cure, any disease.
There is CBD in your product: Will it get me high?
No, hemp-derived CBD is non-intoxicating. Topical CBD will not get you high. You can read more about why our dermatologist chose CBD as an ingredient here.
What if I have sensitive skin? Can I use the ClearBalm system?
Yes, ClearBalm is formulated to be gentle and suitable even for sensitive skin. Our products contain soothing ingredients, are lightweight and contain no common irritants, such as synthetic fragrances or essential oils. They have been formulated without harsh ingredients such as salicylic acid and benzoyl peroxide.
Are your products safe and effective for all ages? Can I use the ClearBalm system if I’m pregnant or nursing?
Although we designed the ClearBalm system with the specific skin concerns of women 30-50 in mind (dryness, dullness, fine lines, hormonally charged breakouts and uneven skin tone and texture), our products are effective for all skin types and skin tones. As with any product that contains CBD, if you are pregnant or nursing, or under the age of 18, consult your doctor before using our products.
How should I store my product?
For best results, store your product in a cool, dry and dark place, like a medicine cabinet. Avoid opening or decanting the product into other containers — our bottles have been specially designed to protect the integrity of the ingredients. If you do need to decant the product for travel, use opaque glass or plastic containers.
What if my skin starts to get oily?
Everyone’s skin is a little different. If your skin is oily to start with, or you find it becoming oily, try using Serum Hydrator more sparingly — once a day, or just one pump instead of two.
What should I do if my skin starts to break out while using the ClearBalm system?
It takes 28 days for skin to fully turn over, so to get an accurate representation of how ClearBalm works for you, we recommend using it for 4-6 weeks. It’s also not uncommon to see some breakouts early in the process, since the oil buried in your pores is being drawn to the surface (sometimes referred to as “purging”). You should see and feel an overall improvement after 30 days. We guarantee it.
What if I have an allergic reaction to your product?
How long will the product last with regular use?
For average use, the system should last 30 – 60 days. However, everyone is different. Some people prefer using more or less product. See what works best for you. (You can also adjust the frequency of delivery if you subscribe to our auto-replenishment service.)
When can I expect to see results from the ClearBalm system, and what type of results can I expect?
Our chief dermatologist Dr. Robin Schaffran recommends giving it 30 days to see real change. That said, everyone is a little different, and some people have seen significant results in as early as two weeks.
Do your products help reduce post-acne marks or scarring?
ClearBalm has been shown to help improve the look of uneven skin tone and dark spots.
Do your products have expiration dates?
We recommend using the products within 3-6 months from opening.
What does “auto-renewal” mean?
If you love ClearBalm, you can subscribe to our auto-renewal program and have it automatically delivered to your door at a frequency that works for you. We’ll send out your products at 4-, 6- or 8-week intervals and bill your account automatically. Bonus: With auto-renewal, you’ll receive 15% off each purchase of the system and 10% off when you purchase individual products.
How do I cancel, pause or change my service?
You can pause or cancel your auto-renewal subscription at any time by logging into your account and clicking “Auto-renewal.” To change the frequency of your service, please contact us at firstname.lastname@example.org.
What if I want to cancel but product has already shipped?
Our regular 30-day return policy applies. Once you’ve received your shipment, you have 30 days to ship it back, unopened, in its original packaging, for a full refund. Note, we do not cover the cost of shipping if your item is returned.
How often will I be billed?
Depending on which frequency option you select, you will be billed every 4, 6 or 8 weeks.
What does Balm support?
Balm is inspired by and committed to women’s health and well-being. In particular, we will be looking to support causes that help bridge the gender gap in health care and forward research on issues that have been overlooked.
Is your packaging environmentally friendly?
We are continually working to decrease our footprint. Our boxes are produced in a wind-powered facility in Los Angeles, CA and, along with our packing materials, are 100% recyclable.
What if my question isn’t answered here?
Contact us at email@example.com. We’re always happy to hear from you!
I’m interested in collaborating with Balm or BalmLabs. Who should I contact?
We periodically work with partners who are aligned with our values and mandate. If that’s you, contact us at firstname.lastname@example.org and include “partnership” in the subject line.
I’m interested in writing for Balm. Who should I contact?
That’s great! If you have a pitch for a personal essay or reported story on some aspect of women’s health, email us at email@example.com and include “pitch” in the subject line. Sending clips always helps as well.