15% off your first order, and free delivery in Accra over GH₵ 300
Help
Help, from somebody standing in the shop
Every answer below is a thing we are really asked, written by one of the four people who work the counter in Osu. If yours is not here, there are four ways to reach one of them and all four are answered by hand.
Reach a person
Four ways, and none of them a form
All four end at the counter in Osu. Nothing here goes to a queue, an automatic reply or a company in another country, and whoever answers can walk to the shelf while you are still talking.
+233 24 431 7702
The quickest of the four, and the only one you can send a photograph down. Nine to six, Monday to Saturday, usually answered inside the hour.
Open WhatsApp
Telephone
030 273 4180
It rings on the counter itself, so whoever picks it up is standing in front of the shelf and can tell you what is really on it. Monday to Saturday, nine to seven.
Ring the counter
hello@balm.com.gh
For order numbers, refunds and wholesale, where somebody needs the paperwork in front of them. Answered inside one working day, by a person.
Write to us
Walk in
12 Lokko Road, Osu
Bring the jar. Fifteen minutes with somebody who does this every day costs nothing, and you can put the thing on the back of your hand first.
See all three counters
Before you ask
Questions, in full
All eight, in the order they arrive at the counter: how it reaches you, how you pay, the sunscreen, sending something back, pregnancy, and then the three a returning customer asks. Open the one you came for.
How long does delivery take?
Accra and Tema go out the same day if the order is in before two, by rider, and you get his number. Kumasi and Takoradi are next day by bus, Tamale is two days, and the waybill number comes to you by SMS the moment the box leaves us. Delivery is free anywhere in Ghana over GH₵ 300.
Can I pay on delivery?
In Accra and Tema, yes: pay the rider by mobile money or in cash once the box is in your hands. Outside those two the bus company needs the order settled before it goes on, so it is mobile money or card first. Nothing is stored on our side either way.
Does the SPF leave a white cast on deep skin?
No, and it is the one product we reformulated three times to be able to say that. It goes on white and it is gone in about thirty seconds on every depth of skin we have tested it on, which is all of them, in daylight, on the shop floor. Come to Osu and put it on your own jaw before you buy it.
Can I return a jar I have already opened?
Within thirty days, opened or not. Skincare has to be used before anyone can judge it, and a jar somebody was afraid to open is no use to us or to them. Bring it to Osu or hand it back to the rider, and the refund goes to the account you paid from within three working days.
Is any of it safe to use while pregnant?
Most of it, and we would rather you asked than guessed. The cleanser, the mist, the shea cream, the baobab butter and the SPF are the ones we hand people without hesitating. For the three serums, take the ingredient list to your midwife or your doctor first, and ring 030 273 4180 if you would like somebody to read it out to you.
What order do I put them on in?
Cleanser, then the mist while your face is still damp, then a serum, then the shea cream. Sunscreen last in the morning; the night oil in its place before bed. If you only ever do two of those, do the cleanser and the sunscreen.
Do you do refills?
On the shea cream, the body butter and the hibiscus mist. Bring the empty jar into Osu or Labone and the refill is thirty per cent off the shelf price, filled while you wait. Jars we cannot refill we take back and clean rather than let you throw the glass away.
Do you sell to salons and shops?
From twelve units a line, with the margin agreed in writing before the first order and the same delivery rates as everyone else. Write to hello@balm.com.gh with what you sell and where you sell it, and somebody will call you back the same week.
If none of that did it
Three things to have in front of you
None of this is compulsory and nobody will refuse to help you without it. It is only that these three turn a ten minute call into a two minute one, and they are the three we end up asking for anyway.
Order number
It is in the subject line of the email that came when you paid, and it begins BLM. Without it we are searching by first name, and there are four Amas.
Batch code
Six digits stamped into the base of the jar or crimped into the end of the tube. It tells us which week the batch was mixed and exactly what went into it.
What your skin did
When it started, what it looked like, and what else you had on your face that week. A photograph taken in daylight says more than a paragraph does.
Free delivery over GH₵ 300
Accra same day if the order is in before noon, Kumasi and Takoradi next day.
Pay on delivery
Momo, card or cash at the door. Nothing leaves the shop before you have seen it.
Thirty days to change your mind
Opened is fine. Skincare that does not suit you is not a thing you should be stuck with.
Tested on deep skin first
Every formula goes to a panel in Accra before it goes anywhere near a shelf.
Nothing above fits
Still stuck?
Write one sentence about what happened and when, and add a photograph if there is anything to see. Somebody who works the counter in Osu answers it, usually the same day.
