15% off your first order, and free delivery in Accra over GH₵ 300
The terms
Delivery, payment and changing your mind
Free delivery anywhere in Ghana on anything over GH₵ 300, four ways to pay including cash at your own door in Accra, and thirty days to bring a jar back whether you opened it or not.
Delivery
Where it goes, and what that costs
Five ways a box leaves Lokko Road. Anything over GH₵ 300 travels free anywhere in Ghana, and a Saturday costs the same as a Tuesday.
Where
When
What it costs
Accra
Same day by rider if the order is in before two, and you get his number.
Free over GH₵ 300, otherwise GH₵ 25
Tema
Same day before two, otherwise first thing the next morning.
Free over GH₵ 300, otherwise GH₵ 30
Kumasi and Takoradi
Next day by bus, with the waybill number by SMS the moment the box leaves us.
Free over GH₵ 300, otherwise GH₵ 40
Everywhere else in Ghana
Two working days, by bus to the nearest station and a rider from there.
Free over GH₵ 300, otherwise GH₵ 55
Outside Ghana
Nigeria, Togo and the United Kingdom, five to ten working days by courier.
GH₵ 320, and never free
The GH₵ 300 is the value of the order itself, before delivery and after anything that has come down in price. The rider rings the number on the order before he leaves Osu; if nobody answers, the box comes back and goes out again the next morning at no extra charge.
Payment
Four ways to pay
All four work on the site and across the counter in Osu and Labone, and none of them costs a cedi more than the others.
Mobile money
MTN, Telecel and AT. A prompt arrives on your phone and you approve it with your PIN. Nothing is packed until it clears.
Card
Visa and Mastercard, debit or credit. Your bank asks for its own code before anything is charged, and the number never reaches us.
Cash at the door
Accra and Tema only. Pay the rider once the box is in your hands. Riders carry no change, so have the amount ready.
Bank transfer
Straight into the Balm account, with your order number as the reference. The box goes out the morning the money lands.
Paying on delivery stops at Tema. Beyond it the bus company wants the order settled before the box goes on, so it is mobile money, card or transfer first. Nothing is stored on our side either way.
Refills and sets
Two ways the same skincare costs less
A pouch instead of a jar, and three products bought together instead of one at a time. Neither is a sale and neither ends on a date.
Refill pouches
Refill
What it is
What it costs
Shea renewal cream refill
A 50 ml pouch for the jar you already have. Bring the jar to Osu and we fill it while you wait.
GH₵ 125 instead of GH₵ 180
Baobab body butter refill
200 ml of the same butter, in a pouch that weighs almost nothing to send.
GH₵ 100 instead of GH₵ 145
Hibiscus toning mist refill
100 ml. Keep the glass bottle and its sprayer; they outlast twenty refills.
GH₵ 65 instead of GH₵ 95
Three step sets
Set
What it is
What it costs
The morning three
Gentle milk cleanser, vitamin C serum and the everyday SPF 50.
GH₵ 460 instead of GH₵ 520
The evening three
Gentle milk cleanser, niacinamide night oil and the shea renewal cream.
GH₵ 450 instead of GH₵ 510
The starting three
Gentle milk cleanser, hibiscus toning mist and the shea renewal cream.
GH₵ 350 instead of GH₵ 395
Refills are thirty per cent off the shelf price, rounded down to the nearest five cedis. Only three products refill: the shea cream, the body butter and the hibiscus mist. Glass we cannot refill we take back and clean rather than let you throw it away.
Changing your mind
Thirty days, opened or not
Skincare has to be used before anybody can judge it, so a jar you opened and disliked comes back on the same terms as one you never touched. Here is exactly where the line falls, on both sides of it.
What thirty days covers
A jar you opened, used for a fortnight and did not get on with. That is the whole point of thirty days.
Anything that arrived broken, leaking, or not what the order said. Send a photograph and a replacement goes out, not a form.
A refund to the account you paid from, inside three working days. Not a credit note and not a voucher.
The delivery you paid for as well, if the thing that went wrong was ours.
What we cannot take back
Anything past thirty days from the day it reached you. We count from the date on the waybill, not from the day you opened it.
A refill pouch that has been opened. Once it is decanted we have no way of telling what it went into.
Anything bought from a salon or a shop that stocks us. They took the money, so they take it back.
A jar you have used to the bottom. If it was wrong for your skin you knew that well before the last of it.
Bring it to 12 Lokko Road in Osu, hand it back to the rider on your next order, or send a WhatsApp to +233 24 431 7702 and somebody will arrange a collection anywhere in Accra. Whichever of the two columns it falls under, we tell you which one before you post anything.
Before you ask
The three we are asked most
The same three subjects again, in the words customers actually use at the counter. If yours is not here, ring 030 273 4180 and somebody standing in the Osu shop will answer it.
Read every question 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.
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.
Still deciding
Tell us what your skin is doing
Send a photograph and a sentence about how it behaves by four in the afternoon. Somebody who works the counter in Osu writes back, usually the same day.
