Find clear, honest answers to the questions we get asked most, so you can shop with ease.

Every product page gives you the essential ingredients, directions and care information, and the packaging provides the details you need before use. For a deeper look, visit our Ingredients, Materials, Technology and Fragrances pages, our open library of the components, innovations and sensory notes behind each BALMiso ritual. We believe clarity is part of care, so you can explore before you choose.

Every skin is different, so we recommend a patch test before first use, especially if you know your skin is sensitive. If irritation, discomfort or an allergic reaction occurs, stop use and seek appropriate medical advice.

BALMiso personal-care products are created for gentle, everyday rituals and are formulated without sulfates and parabens. If you are pregnant or breastfeeding and have a question about a particular ingredient or product, please speak with your healthcare professional before use.

BALMiso personal-care products are created for gentle, everyday rituals and are formulated without sulfates and parabens. Unless a product is specifically intended for children, please keep it out of reach of children. For a child's first use, patch test first; if you have any concerns, please speak with a healthcare professional.

Please follow the care instructions provided on the product page and packaging. For hygiene and return eligibility, towels and bedding must remain unused, unwashed and in their original protective packaging if you wish to return them.

We work hard to get your ritual to you quickly. Dubai orders have a next-business-day delivery target after order confirmation. For the other emirates, please allow 3 to 4 business days. Timelines are estimates and can occasionally be affected by courier capacity, location, public holidays or circumstances outside our reasonable control.

Same-day delivery may be available within Dubai for AED 20 when it is shown at checkout. If you do not see the option at checkout, it is not available for that order.

Standard delivery is free on orders of AED 129 or more. Any charge for orders below AED 129 will be shown clearly at checkout.

We do not currently offer fixed delivery time slots. The delivery options available for your address will be shown at checkout.

Where available, this option authorises the courier to leave your parcel at the designated location without a recipient present and to record proof of delivery. Once delivery is completed and proof is recorded, responsibility for the parcel passes to you, subject to applicable consumer rights and courier-claim procedures.

The courier may make up to two delivery attempts. Where possible, you may be able to reschedule before the final attempt. If delivery cannot be completed, the parcel may be returned to our warehouse; any re-delivery fee will be communicated before re-shipping.

Please contact us promptly if your address needs to change. We will do our best to help, but an amendment cannot be guaranteed after dispatch.

While we strive to meet the delivery timelines above, weather, public holidays, courier disruption, incomplete address details, access restrictions and high order volumes can occasionally cause a delay. If you need help with an order, our Customer Care team will be happy to assist.

Personal-care products must be unopened and unused, with any tamper-evident seal, shrink wrap or protective packaging completely intact. Towels and bedding must be unused, unwashed and returned with their original packaging and protective materials intact.

Opened, used, unsealed or materially damaged personal-care products cannot be returned. Used, washed or laundered towels and bedding, items without required original packaging, and requests outside the 7-day window are also ineligible, subject to applicable law.

BALMiso covers return shipping for the first eligible return associated with an order. Further returns from the same order may incur a return fee; we will communicate this before processing.

Contact Customer Care with your order number, the item or items you wish to return and the reason. We will share the relevant eligibility and return instructions. Please return the item in the required condition and packaging; after inspection, we will confirm the outcome.

Please contact us promptly with your order number and details. We may ask for photographs or other evidence so we can investigate and arrange the appropriate resolution.

Approved refunds are normally returned to the original payment method. Once BALMiso has processed the refund, your bank or payment provider may take approximately 5 to 7 business days to credit the funds.

Yes. Your payment is handled through a secure checkout. BALMiso will never ask you to share full payment-card details by email or messaging.

Email our Customer Care team at support@balmiso.com with your order number and we will help.

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