Frequently Asked Questions

Welcome to our FAQ page, where you can find answers to the most commonly asked 
questions about our company, products, policies, and more

Order Issues

Delivery

Returns

1. I have not received a confirmation email

  • ​​If you paid via Apple Pay or PayPal, please check the email address associated with your Apple or PayPal account as this is most likely where your confirmation email was sent to.
  • If the email address that you entered at check out is correct, please check your junk and spam folders. If it's still not received after 4 hours of placing your order, please use the CONTACT US section and provide us the order details so we can look into this for you.

2. My order isn’t going through

  • We're sorry that your order was unsuccessful, there are various reasons that this can happen. If your bank did not decline the payment, it may be related to the billing information provided. If you wish to reorder, we would recommend to verify all billing information including name and address before placing your order again, and/or use an alternative payment method.
  • If you are still having problems, please use the CONTACT US section and we can look into this for you.

3. I have forgotten my password for my account

  • Please select the FORGOT PASSWORD option on the Account Login Page where you will be prompted to enter your account email address to receive a password reset email.
  • If you don't receive this email, please check your junk mail. If still not received within 1 hour or you are still facing difficulty resetting your password after receiving this email please use the CONTACT US page below and we'll look into this for you.

4. Can I cancel my order?

  • Unfortunately due to the fast processing by our logistics centre, cancelation requests cannot be always be accommodated. We will try our best to assist but after a certain stage of order processing it can no longer be canceled. We aim to ship orders as fast as we can so although you may message us immediately after placing your order, unfortunately it doesn't always guarantee cancelation. The cancelation request has to be reviewed and the request is sent to our warehouse processing team. 
  • If you would like to attempt cancelation of an order, please send us the Order Number to be cancelled and include the message: Please Cancel My Order. This will help us prioritise your email. You can do this via the CONTACT US form below or email us at info@brow-balance.com. 
  • If we are unable to cancel your order, your items may still be eligible for return, you can check out our returns policy.

5. Can I change the shipping address on my order?

  • If you have made an error in your shipping address please let us know as soon as possible via the CONTACT US section using the email address associated with your order. Please also include your order number AND the correct address. 
  • If your order has already shipped, and you have your tracking details we would also recommend you to contact your courier to advise them of the address update. We will try our best to make any updates to your address, however depending on the status of your shipment it may not be possible.

6. Can i change the items on my order?

  • Unfortunately, we cannot amend orders, we would love to be able to change this for you, however, this is not possible after the order has been submitted to our warehouse to be processed.

7. I have received a faulty product

  • If any items in your order have been received in an unsatisfactory condition, please let us know within 14 days of your order being received. Please send your order number, and clear photos of the damaged item alongside your pack slip using the CONTACT US section. Please contact us using the email address associated with your order.
  • Please note we cannot consider cases reported after 7 days of the receipt of your items. Please do not dispose of the items as you may need to return them for the case to be resolved

8. I have items missing from my order

  • We're sorry to hear you have not received your complete order. Please use the CONTACT US section to send us your order details and details of the item/s missing, along with a picture of your packing slip so we can resolve this for you. Please contact us using the same email address associated with your order. 
  • Please contact us within 7 days of receiving your order, cases reported after this timeframe may not be eligible for review.

9. I have received the incorrect items in my order

  • We're sorry you have received incorrect items! Please use the CONTACT US section to send us your order number, and a clear photo of the items received along with your packing slip. Please use the email address associated with your order. 
  • Please contact us within 7 days of receiving your order. Cases reported after this timeframe may not be eligible for review.

10. I am not satisfied with the products I received

  • If you are not fully satisfied with the items you have received just let us know the issue you are facing using the CONTACT US section.

1. How long will it take for my order to arrive?

  • You can check out our shipping policy here. You will also be given an estimated delivery date at checkout, and receive regular email updates about where your order is.

2. Do you ship internationally?

  • Yes! We are proud to say we have partnered with the best logistics companies globally to offer shipping worldwide. You can review our shipping policy here.

3. How much will I be charged for shipping?

  • You can view our shipping rates here, we also offer free shipping on orders over a certain amount.

4. How can I track my order?

  • You will receive an order confirmation email with your tracking details when you place your order. Can’t find this email? Visit our CONTACT US page and we will help you track down your order.

5. Where is my order shipped from?

  • Brow Balance head quarters are based in Dubai, the home of our founders Bronagh and Abbie. Our warehouse is also based here and orders will be shipped directly from there.

6. My order is late

  • We’re so sorry your order hasn’t arrived on time, please send your order number to us at info@brow-balance.com and we will look into this right away for you. 

7. My order says it has been delivered but I haven't received it

  • Please send your order number to us at info@brow-balance.com and we will look into this right away for you. 

1. Can I return my items?

  • We know you will love our products as much as we do, but if there is anything wrong with your product we will come and pick this up and give you a full refund within 7 days of delivery. If you have a faulty product, please email our customer service team with photos and we will help resolve this issue as soon as possible. 
  • We put a lot of love and care into our products, and once a product has been opened or tampered with we are unable to sell it again which is why we only offer returns on faulty products. We hope you understand.

2. Can I exchange my items?

  • If you have selected the wrong shade, we are able to offer you an exchange on items that have not been opened or used. Please use our CONTACT US page to get in touch and we will arrange to pick up and re-deliver your items. Please make sure to contact us within 7 days of receiving your order or you may not be eligible for an exchange.