FREQUENTLY ASKED QUESTIONS

Quick answers to common Customer Service concerns:

Where can I buy Balqees products?

The health, safety and wellbeing of our community is our main priority and we will continue to implement enhanced sanitisation and safety measures throughout the store to provide a relaxing and enjoyable scented experience.

Alternatively, to enjoy a contactless experience we invite you to use the following services:

Virtual consultations
Call & Collect pre-order in all Free Standing Stores

How do I check on an order I have placed?

The best way to keep up to date with the status of your order is to visit the Track My Order page. You can also click the link in your dispatch email, which you will receive as soon as your order has been dispatched from our warehouse.

If you have not received a confirmation email within 24 hours or dispatch email within three working days after ordering, please check your junk/spam folder and any secondary email addresses you may have used before contacting us.

If you have placed your order for next day delivery, confirmation and dispatch emails should be received on the same day.

If you have an account, you can track your most recent orders by visiting the Track My Order page or the My Orders page in the My Account section.
Please note: the courier may not post tracking information online for up to 24 hours after the order is dispatched.

Where is my confirmation/dispatch email?

We love to hear from you on our customer service, merchandise, website or any topics you want to share with us. Your comments and suggestions will be appreciated. Please complete the form below.

Is it safe to use my credit card?

At balqees.com, we understand how important security is to you. When you order online with us, we use Secure Socket Layer (SSL) encryption technology. This is the most advanced consumer online security technique to date. You can be assured that your order will be placed safely and securely.

In order for encryption to take place, your browser must have the SSL protocol. The following browsers have this software:

• Internet Explorer 6.0 and higher
• Mozilla Firefox 2.0.4 and higher
• Safari 2.0.4 and higher

What is your return policy?

We hope you are delighted with your order. However if for any reason you're not entirely satisfied with your goods, you may return any item in its original condition for a full refund within 14 days of delivery. For more information please consult our Returns Procedure.

How do I apply an offer code?

Applying an Offer Code

To successfully apply an offer code to your order, you will need to be signed into your online account with email address and password.Before entering your offer code, please fully read the Terms & Conditions associated with the offer/promotion, to ensure that your order meets the qualifying terms to be applied.Only one offer code may be used per order and offer codes cannot be used in conjunction with any other offers, including but not limited to sale items, new launches, gift sets, limited editions.NOTE: Offers cannot be applied to orders placed outside of the qualifying promotional dates. Any orders placed before the start, and after the expiry of the offer, will not qualify for the offer.

Troubleshooting

Please ensure you are signed into your account at the time of placing the order before entering the offer code.Check that your order does not contain any sale items, new launches, gift sets, or limited edition items.Please ensure that the offer code being applied is formatted correctly, e.g. be aware of capital letters and any special characters.NOTE: Offers cannot be applied to orders placed outside of the qualifying promotional dates. Any orders placed before the start, and after the expiry of the offer, will not qualify for the offer. If an offer does not appear to have applied to your order, please check your order qualifies before completing the transaction, as this will not auto-apply after checkout.

Does anyone else see the information that I provide to Jo Balqees?

We respect your privacy. The information you provide will not be given to any third party without your express consent. Read our Privacy Policy for additional information.

How do I unsubscribe from email?

If you are a Registered Member of Balqees Online, go to My Account, and click on 'View' or 'View Account Profile' under 'Account Profile'. If you have an account with Balqees, you may click on the link provided on the monthly newsletter to be removed from the mailing list.

Can you mail out samples on request?

Balqees are unable to mail out samples on request.
Please be advised that sample sizes of our products are not available for sale or general distribution. Samples are only available through online offers and at checkout with purchases where applicable, or at our retail store counter during promotional events.

We would like to suggest visiting one of our counters, where our representatives will be happy to demonstrate our products and aid you in deciding if the products are right for you.

Why is my favourite product discontinued? What can I use now?

Decisions to discontinue or introduce a product or size are made in response to consumer preferences and purchasing patterns throughout the country. If your favourite product has been discontinued please visit your nearest Balqees where a Stylist will be happy to provide alternative recommendations.

What should I do if I have a complaint?

Please visit the Contact Us section if you have a complaint.

Do I get the Balqees bag if I order online?

Gift bags will no longer be automatically delivered to our customers when placing an order online. Should you wish to have a gift bag with your order, please visit your nearby Balqees where one of our Stylists will happily provide a bag for you. Please ensure that you present your online order confirmation to the Stylist to avoid disappointment. T

Can you send me a gift bag or can I get one from store?

Gift bags will no longer be automatically delivered to our customers when placing an order online. Should you wish to have a gift bag with your order, please visit your nearest Balqees where one of our Stylists will happily provide a bag for you. Please ensure that you present your online order confirmation to the Stylist to avoid disappointment. To find your nearest Balqees please visit our Store Locator page