Customer feedback on theBalm's service is generally positive, with 92% of reviewers recommending its products. A customer review describes the service as "extremely helpful." TheBalm offers contact options for returns or exchanges via email and phone. However, its physical store in San Francisco has closed. Reviews suggest the brand provides responsive customer support.
theBalm’s customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue.
For immediate assistance, call (888) 747-2256 during business hours, Monday to Friday 9 a.m. to 4 p.m,. Pacific time.
Email support
You can reach out to theBalm at info@thebalm.com. While specific response times aren't detailed, the company emphasizes prompt customer service.
Online contact form
You can reach out to theBalm via its online contact form here. While specific response times aren't detailed, the company emphasizes prompt customer service.
Live chat support
theBalm does not offer live chat support.
Social media support
theBalm is active on social media platforms such as Instagram, Facebook and X. Response times can range from a few hours to a day depending on the platform and the inquiry’s complexity.
Here’s the breakdown of the shipping and return process from theBalm: Domestic shipping is free on orders (excluding Alaska, Hawaii, Puerto Rico), with processing time of 2-7 business days. Alaska, Hawaii, and Puerto Rico have a $30 shipping fee or free shipping on orders over $150. International shipping has a $30 fee or free for orders over $150, excluding duties and taxes. Returns are accepted within 30 days for unused products. Bundle items cannot be returned. Exchanges available for gently used products (domestic USA only).
theBalm customer service policies
theBalm's accessibility statement emphasizes the brand's commitment to providing a positive and inclusive experience for all customers. It aims to ensure website accessibility, including for users with assistive technologies such as screen readers, voice recognition software, and video captions. The company is continuously enhancing the accessibility of its website and welcomes feedback on how it can improve. Customers experiencing difficulties are encouraged to contact customer service by phone or email for assistance. TheBalm views accessibility as an ongoing effort and strives to support all users in successfully navigating and transacting on their site.
theBalm loyalty program
theBalm offers a loyalty program called #theBalmers. By joining, customers can earn points through various activities, such as making purchases, writing reviews, and engaging on social media platforms. Accumulated points can be redeemed for discounts and exclusive promotions.
Once an order is placed and you've received a confirmation email, changes or cancellations cannot be made, as the order is already being processed.
If the shipping label cannot be generated with the provided address, the customer service team will reach out for an updated address. If no response is received within 10 business days, the order may be canceled, and funds returned.
Standard processing time is between 2-8 business days. Processing times may vary during sales or promotional events.
Yes, theBalm ships internationally. Shipping fees are $30 or free for orders over $150 (fees do not include duties or taxes). International shipping fees may vary during sales or promotional events, but fees will never include possible duties or taxes.
To track your order, sign into your account on theBalm's website.
Disclaimer: Contact information is believed reliable but not guaranteed. Executives change contact details frequently. If an email bounces or a number is wrong, report it immediately. Published January 24, 2025. Updated January 24, 2025.
