Naturally Balmy Opiniões 20

Resposta da Naturally Balmy

Há 1 dia

Hi David,

We’re very sorry to read this and understand how frustrating this must feel.

We have experienced some minor disruption recently due to staff holidays and a premises move, which has impacted a small number of orders — however, after thoroughly checking our system, we’re currently unable to locate any order or previous contact under your name.

We take all customer enquiries seriously and aim to respond promptly, so we’re keen to resolve this as quickly as possible.

Please contact us directly at sales@naturallybalmy.co.uk with your order number and full name so we can investigate this as a priority and put things right without delay.

We’d really appreciate the opportunity to assist and resolve this for you.

– Naturally Balmy Team

Resposta da Naturally Balmy

Há 1 dia

Hi Liz,

Thank you so much for your kind words, it really means a lot.

We’re so pleased you’re happy with both the products and the service. It’s always a pleasure working with you, and we truly value your continued support, especially as a fellow local business.

Thanks again for taking the time to leave this, it’s hugely appreciated.

Jessica & The Naturally Balmy Team

Resposta da Naturally Balmy

Há 1 dia

Hi Grace,

Thank you so much for your review — we’re really pleased to hear your delivery went smoothly.

We appreciate your support and hope you enjoy your products!

– Naturally Balmy Team

Resposta da Naturally Balmy

30/03/2026

Hi Nikki,

Thank you so much for your review and for your kind words about our products — we’re really pleased to hear you’re happy with them 💛

We’re so sorry your order took longer to arrive than expected. We’ve recently been in the middle of a warehouse move, which unfortunately caused some delays while we transitioned to our new space.

Everything is now settling back down, and we’re working hard to ensure orders are processed and dispatched much more quickly moving forward.

We really appreciate your patience and your support — it genuinely means a lot to us. If there’s ever anything we can help with, please don’t hesitate to reach out.

Warmest wishes,
Jessica & the Naturally Balmy Team

Resposta da Naturally Balmy

24/03/2026

Hi Kylie,

Thank you so much for your lovely review — we’re so glad you’re happy with both the product and delivery!

Great to hear you’re already planning your next order 😊 If you ever need any recommendations or support with your next batch, we’re always here to help.

Thanks again for your support 💚

Jessica & the Naturally Balmy Team

Resposta da Naturally Balmy

23/03/2026

Hi Prince,

Thanks for your review — I’m really sorry for the confusion around your delivery.

I’ve checked your order (51793), and I can see it was dispatched with Royal Mail on 12th March. Royal Mail attempted delivery on 14th March, and the tracking then updated to show it was available for redelivery/collection.

According to the latest update, the parcel was successfully delivered on 21st March.

We completely understand how frustrating delivery delays can be, especially when tracking updates aren’t always clear. If there’s anything further you need or you’re still unable to locate the parcel, please do get in touch and we’ll be happy to help.

Kind regards,
Naturally Balmy

Resposta da Naturally Balmy

23/03/2026

Hi Nick,

Thank you so much for your kind review — we really appreciate it!

We’re so pleased to hear you had a great experience with us, and we hope to support you again soon.

Kind regards,
Naturally Balmy

Resposta da Naturally Balmy

23/03/2026

Hi Sion,

Thank you so much for your lovely review — it truly means a lot to us.

We’re so glad to hear you’ve had a positive experience with both our products and customer service. We put a lot of care into what we do, so it’s always great to hear that reflected.

Thanks again for your support!

Kind regards,
Naturally Balmy

Resposta da Naturally Balmy

23/03/2026

Hi there,

Thank you so much for your detailed and thoughtful review — it genuinely means a lot.

We’re so pleased to hear you had such a positive experience working with Cisem. We pride ourselves on delivering thorough, transparent, and supportive compliance services, so it’s great to hear that reflected in your experience.

It’s especially appreciated that you highlighted the additional guidance provided — ensuring everything is correct beyond the basic requirements is something we always aim for.

Thank you again for your recommendation and for choosing Naturally Balmy to support your brand.

Kind regards,
Jessica
Naturally Balmy

Resposta da Naturally Balmy

23/03/2026

Hi there,

Thank you so much for your detailed feedback — we really appreciate you taking the time to share your experience.

We’re so pleased to hear you’re happy with the lip balms themselves, and that they arrived well packaged.

We’re sorry for the delay you experienced over the Christmas period — this is a particularly busy time for us, but we completely take on board your suggestion around clearer messaging on order timelines, and we’ll be reviewing this.

In terms of VAT, we do display both prices including and excluding VAT on our website, as we support both retail customers and businesses. However, we appreciate this may not always be immediately clear, and your feedback is really helpful as we continue to improve the customer experience.

Thank you again for your comments — it’s really helpful, and we’re glad to hear you would order from us again.

Kind regards,
Jessica
Naturally Balmy

Resposta da Naturally Balmy

30/12/2025

Hi Rupinder,
For clarity, this project concluded in summer 2025.
You purchased our custom formulation sampling service, which includes up to three development sample iterations. This scope was delivered in full, with samples revised in response to feedback. As no version was approved, no final formula, INCI, or production stage was triggered, in line with our terms.
During the process, feedback changed between rounds and no version reached approval, which ultimately made it impractical to continue development. At that point, the project was formally closed.
We understand it’s disappointing when a development project doesn’t progress as hoped, but we stand by the work completed and the professional decision to conclude the engagement.
— Jessica
Founder, Naturally Balmy

Resposta da Naturally Balmy

10/12/2025

Hi there,

Thank you for taking the time to share your feedback. We’re sorry to hear your experience didn’t meet expectations, as this is never what we want for our customers.

We did reply to your emails, though we appreciate that delays around the holiday period can still feel frustrating. The SHOP app is simply an optional tracking tool many customers find useful, but we’re always happy to provide updates directly whenever needed.

We’re a small team, and we take a lot of pride in the high quality of our products and the many happy customers who return to us regularly. That said, we are continually working to improve our communication and service wherever we can.

We’re glad your parcel arrived safely, and if there’s anything further you’d like us to look into, please feel free to get in touch — we’re always here to help.

Kind regards,
Naturally Balmy Customer Care

Resposta da Naturally Balmy

22/08/2025

We’re sorry you feel this way, Elaine.

To clarify for anyone reading: the cream you purchased was and remains safe, compliant, and legally sellable. An older version of supporting paperwork was initially sent in error, which we corrected promptly. This did not affect the product’s safety or compliance.

You requested a full refund for 1kg of cream even after the documentation had been corrected. As the product itself was safe and compliant, and you received the valid paperwork, we were unable to offer a refund.

Regarding the “104%” point: in cosmetic safety reports, ingredient percentages are rounded up or down for readability. This can sometimes make the total appear just under or over 100%. It does not mean the formula is incorrect or unsafe — this is normal industry practice and has no impact on compliance.

We responded fully to every email you sent, with clear and consistent explanations based on regulatory facts from our qualified chemists and assessors.

Naturally Balmy has been trading for over 18 years, serving thousands of loyal B2B customers who depend on us for compliant products and documentation. Our longevity and reputation reflect the trust businesses place in us.

We continually review our processes, and paperwork updates are now issued more promptly to prevent confusion in future.

Resposta da Naturally Balmy

2/07/2025

Thank you for your feedback.

We’d like to clarify that, following recent guidance from our regulatory team, customers purchasing our pre-assessed cosmetic products are now required to act as the Responsible Person (RP) for their own brand. This is in line with UK cosmetic regulations and ensures that the correct legal entity is accountable for product safety, labelling, and distribution.

Naturally Balmy provides all the necessary compliance documents, including the CPSR (in the client's name) but it is ultimately the brand owner’s legal responsibility to register the product and ensure it meets all ongoing regulatory obligations.

We understand this is a change, but it reflects updated best practices and protects both parties legally.

We remain committed to supporting small businesses and are happy to guide customers through the process.

Best regards,
Naturally Balmy

Resposta da Naturally Balmy

30/05/2024

Thank you for your review.
Unfortunately, we cannot accept returns on cosmetics that have been opened, we apply a tamper seal to ensure quality control, and as explained, for hygiene reasons this cannot be a policy that we bend on.
This is the main reason we strongly advise all customers to try a sample in the first instance, before committing to buying larger sizes or bulk.
We recognised your disappointment in the fact that the product didn’t meet your specification, and as it’s a base that you ordered, to which ingredients are usually added, we offered a thickening product for free, and we offered an alternative lip gloss sample free of charge too.
If you were to make another order, we would have applied some balmy discount points to that also as a gesture of goodwill.
I can see that you have accepted the free products we have offered you, and I very much hope they form a solution to the problem.
We can assure you that it is not a lip oil, so this thickener is compatible with the base you purchased.
We also urge customers with very particular specifications to use our formulating service, where we collaborate on your end vision for the product, and ensure we meet your brief.
We cannot amend our policy on an individual basis, as like you, we are a small business, and we too will make losses. We keep our prices low, so that we are super competitive, and we try hard to guide our customers in the right direction.
Thank you for recognising the natural ingredients differentiator that our business offers, we genuinely hope that you will reconsider using us again in the future, and we are here, happy to support and recommend as always.