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FAQs
Here is a selection of the most frequently asked questions. If none of these addresses your inquiry, please feel free to contact our Customer Service at +33186651318 by phone or by email. Our chat service is also available.
How do I redeem my Discovery Set purchase?
Before redeeming your discovery set value, please ensure you have received the email confirming that your order has shipped. Upon receipt of the confirmation email, we invite you to return to our website and add a 50 ml Les Éternels de Balmain Collection fragrance of your choice to your shopping cart. Please note the discovery set redemption expires 180 days after purchase. Use the same email address as your discovery set purchase to ensure the discovery set value is applied. The value of the Discovery Set will be applied to your next purchase.
HOW CAN I EXPERIENCE BALMAIN BEAUTY FRAGRANCES IF I DON'T LIVE IN A CITY WHERE THEY ARE SOLD?
You have the option to order our discovery set, which includes 6 sample bottles of 1.5ml each, allowing you to experience and test on your skin the 8 iconic Balmain Beauty fragrances. The cost of this discovery set will be refunded with the purchase of any fragrance of at least 50ml. After purchasing your discovery set, you will receive an email with a unique code equal to the value of the set, which you can use on your next purchase of a 50ml or larger fragrance on balmainbeauty.eu.
If you are not interested in the discovery set, we invite you to contact our customer service at serviceclient@balmainbeauty.com for more information about our products.
DOES BALMAIN BEAUTY OFFER SAMPLES AND MINIS?
With every order, you receive two complimentary samples from a regularly updated selection. All perks, including promotional gifts and samples, are subject to availability at the time of order preparation.
I JUST PLACED MY ORDER BUT HAVE NOT RECEIVED A CONFIRMATION EMAIL.
You could receive an order confirmation email a few minutes after placing your order. Also, please check your "spam" folder, as emails may be directed there depending on your email settings. If you do not receive the email, please contact Customer Service.
WHY WAS MY ORDER OR ITEM CANCELED?
Orders may be canceled when an item is no longer available, when the order is unusual (for example, the order does not comply with the general terms and conditions, the delivery address is incorrect, the order is placed by a customer with an ongoing dispute, or the order exceeds purchase limits), or due to an exceptional technical issue. We apologize for any inconvenience caused.
When an order is canceled, an email notification is sent, and the payment hold is released in the following days.
CAN I CANCEL OR MODIFY MY ORDER?
If you need to make changes to your order, please contact our Customer Service immediately after making your purchase. Once your order has been processed, Balmain Beauty will not be able to modify the contents or cancel the order.
However, upon receipt of the order, you may exercise your right of withdrawal under the conditions provided in the General Terms of Sale.
IS ONLINE SHOPPING ON BALMAINBEAUTY.EU SECURE?
All transactions on BalmainBeauty.eu are highly secure. We enhance payment security through the 3D Secure system for Visa, Mastercard, and American Express cards that support it. For any questions regarding your 3D Secure code, please contact your bank directly.
HOW CAN I RECEIVE AN INVOICE FOR MY ONLINE PURCHASE?
The invoice is entirely digital and will be sent to the email address provided at the time of order placement. It will be sent once the package has been dispatched. And will also be available in to the customer account if signed up when placing the order.
I PLACED AN ORDER BUT HAVE NOT RECEIVED MY PACKAGE. WHAT CAN I DO?
If you do not receive your package within 10 business days, we invite you to contact our Customer Service.
HOW DO I REPORT A MISSING GIFT (PROMOTIONAL ITEM, SAMPLE) IN MY PACKAGE?
We apologize for the inconvenience. However, all perks, including promotional gifts and samples, are subject to availability at the time of order preparation.
CAN I RETURN MY ORDER?
If you wish to return your package, please consider the return conditions for a refund acceptance.
All products must be returned in their original packaging, unopened, in perfect condition, and accompanied by the completed return documents.
You can return your order within 14 days of receipt. The return process and costs are covered by Balmain Beauty, limited to one return per order.
Once the returned item is received at our warehouse and meets the return conditions, a refund will be processed. For credit card payments, the refund will be issued within 14 days of our warehouse receiving the items.
All products must be returned in their original packaging, unopened, in perfect condition, and accompanied by the completed return documents.
You can return your order within 14 days of receipt. The return process and costs are covered by Balmain Beauty, limited to one return per order.
Once the returned item is received at our warehouse and meets the return conditions, a refund will be processed. For credit card payments, the refund will be issued within 14 days of our warehouse receiving the items.
CAN I RETURN MULTIPLE ORDERS IN THE SAME BOX?
Unfortunately, it is not possible to return multiple orders in the same box. Please return each order in its corresponding box.
WHAT IS THE MAXIMUM PURCHASE POLICY?
BALMAIN BEAUTY must limit orders to no more than eight (8) of any item and 14 total items per customer. In addition, BALMAIN BEAUTY must also limit orders to no more than three (3) orders per customer per day. Orders exceeding these limits are subject to cancellation. If you have any questions please contact us and the BALMAIN BEAUTY Online Customer Service Team will be happy to assist.
