Privacy policy

Privacy Policy


At The Balm Company, your privacy matters.

This Privacy Policy explains how we collect, use, and protect your personal information when you visit our website, make a purchase, or contact us.

By using our website and services, you agree to the practices described below.


Who We Are

The Balm Company operates this website and online store.

Our store is hosted by Shopify, which provides the secure e-commerce platform that allows us to offer our products and services.

For the purposes of UK data protection law, The Balm Company is the data controller of your personal information.



The Information We Collect

When you visit our website or place an order, we may collect personal information such as:

  • Contact details – name, billing and shipping address, email address, phone number
  • Payment information – processed securely by our payment providers (we do not store card details)
  • Order information – products purchased, returns, exchanges, and transaction history
  • Account details – if you create an account, such as login credentials and preferences
  • Communications – messages you send to us via email or contact forms
  • Technical information – device type, browser, IP address, and site usage data

This information helps us provide a smooth, secure shopping experience.


How We Collect Information

We collect personal information:

  • Directly from you when you place an order, sign up to emails, or contact us
  • Automatically through cookies and similar technologies when you browse our site
  • Via trusted service providers, such as Shopify, payment processors, and delivery services


How We Use Your Information

We use your personal information to:

  • Process orders and payments
  • Arrange shipping and manage returns
  • Communicate with you about your order or enquiries
  • Improve and personalise your experience on our website
  • Send marketing emails (only if you have opted in)
  • Maintain the security and integrity of our website
  • Meet legal and regulatory requirement

    We only use your data where it is necessary and appropriate.


Marketing Communications

If you choose to receive emails from us, we may send you:

  • Product updates
  • Skincare guidance
  • Special offers

You can unsubscribe at any time using the link in our emails.

Even if you opt out of marketing, we may still contact you regarding your orders or account.


Sharing Your Information

We only share your personal information when necessary, including with:

  • Shopify, who host our store and support secure transactions
  • Payment providers, to process payments securely
  • Delivery partners, to fulfil your order
  • Service providers, such as email and analytics tools

All third parties are required to handle your data responsibly and in line with data protection laws.

We do not sell your personal information.


Cookies & Analytics

Our website uses cookies to:

  • Ensure the site functions correctly
  • Understand how visitors use our website
  • Improve performance and usability

You can manage or disable cookies through your browser settings.


Data Security & Retention

We take reasonable steps to protect your personal information.

However, no online system is completely secure, and we cannot guarantee absolute security.

We retain personal information only for as long as necessary to:

  • Provide our services
  • Meet legal and accounting requirements
  • Resolve disputes or enforce agreements


Your Rights (UK & EEA)

If you are in the UK or European Economic Area, you have the right to:

  • Access your personal data
  • Request corrections to inaccurate information
  • Request deletion of your data
  • Restrict or object to certain types of processing
  • Withdraw consent for marketing at any time
  • Request a copy of your data (data portability)

To exercise these rights, please contact us using the details below.


Children’s Privacy

Our website and products are not intended for children, and we do not knowingly collect personal data from anyone under the age of 16.


International Data Transfers

Some of our service providers may process data outside the UK or EEA.

Where this occurs, we ensure appropriate safeguards are in place, such as standard contractual clauses approved by regulators.


Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements.

The most recent version will always be available on our website.


Contact Us

If you have any questions about this Privacy Policy or how your data is handled, please contact:

The Balm Company

Email: info@thebalmcompany.com

Address: 275 Irving House, Doddington Grove, London, SE17 3TS, UK