FAQ Balmy


Questions and Answers

What fabrics do you use for your towels?

We only use premium OEKO-TEX certified yarns of cotton and bamboo to make our towels. We have different textile compositions, but most of our products are 100% Premium Turkish Cotton or 90% Bamboo/10% Premium Turkish Cotton.

You can find all the information you need on our fabrics here.

How do I take care of my Balmy Towels?

Our towels are super easy to care for! We suggest you wash them in cold to medium water and tumble dry to ensure the fabrics preserve their special capabilities of absorption and softness.

Please consult our fabrics page for full information on how to care for your Balmy here.

Can my towel shrink when washed?

Your Balmy Towel should last you through years of washes with good care but because we don’t prewash them, it’s possible that you notice a small shrinkage after the first wash. However, because even our smallest towels come in larger sizes than regular towels, it is unlikely that you notice the shrinkage.

What sizes do you offer?

e have your comfort at heart! This is why even our smallest towel is bigger than the largest traditional bath/beach towel you can find on the market. We have two categories of sizes - our regular towels and our maxi towels. Although we call them our regular towels, the smallest size they come in is 35’’x67’’ (90cm x 170cm) and go up to 39’’ x 70’’ (100cm x 180cm) which is 50% bigger than the regular average beach towel.

Our maxi towels (beach blankets) go from 55’’ x 78’’ (140cm x 200cm) to 59’’ x 87’’ (150cm x 220cm) which leaves you enough room for 3-4 people to lay down. The best part is even if they are super big, they’re still compact enough to fit in your bag!

Consult our product page to learn more here.

Can I make suggestions on styles and colors I’d like to see?

Absolutely, we love hearing from you! Please make all the suggestions and recommendations you feel could make us better or let us know what you love about Balmy Towels by emailing us at saskiathuot@gmail.com

Will I be charged duties and taxes?

The customer is responsible for paying customs duties and taxes levied by the respective country involved in the shipment. Balmy Towels will not reimburse payments made for such. Customs policies vary from country to country and we can not anticipate this. If you are unsure of charges and whether you will be affected, please inquire on your local customs office first.

Note that all our orders ship from Canada, therefore if your shipping address is in Canada you won’t be charged any customs duties or taxes.

How do I know if my order has been shipped?

Once you place an order, you will automatically receive an order confirmation e-mail. Once your order has been processed and is ready to be shipped out from our warehouse, you will receive another e-mail with shipping information.

I placed an order but never received a confirmation email

If you did not receive an email from Balmy Towels at all within a few hours of placing your order, please check your Spam folder. It is also possible that you entered the wrong e-mail address, or it was misspelled when you checked out.

If you think you gave us the wrong e-mail address, please e-mail us at saskiathuot@gmail.com to have the necessary information sent to your correct e-mail address.

My order tracking states delivered but I never received it

If the tracking information states that your items have been delivered but you have not received it, please check around your neighborhood in case another home received it by mistake or that it was signed by someone else at your shipping address.

We are always willing to provide assistance when this happens. However, Balmy Towels is not responsible for lost or stolen packages if delivery has been confirmed through the order tracker. If you are still unable to locate your package, you must contact the shipping carrier to discuss the issue and file a claim with them.

I just realized I put the wrong shipping address, how do I change it?

If your order has not yet shipped, email us at saskiathuot@gmail.com with the new address and order number and we can adjust it for you. If the order has already been processed and shipped, we’re not able to adjust the address for you but you can call your courier and they will be able to adjust it for you. We are not responsible if an order was placed with a wrong/invalid/incomplete address and has already been shipped.

If your order was shipped with DHL, you can call 1-(855)-345-7447 and provide the tracking number or go online, here.

If your order was shipped with Canada Post, please email us at saskiathuot@gmail.com as a claim must be opened.

Do you need my signature, and can you deliver to a PO Box, APO or FPO address?

All shipments require a signature upon delivery, so we do not ship to PO Boxes, APO or FPO addresses.

Furthermore, the customer is responsible of the costs if their package gets redirected to our warehouse and marked as unclaimed or undeliverable due to invalid/incomplete address.

What happens if I refuse my shipment?

Should you choose to refuse the delivery of your order to avoid duties and taxes or if you change your mind, you will be responsible for the return shipping fee charged to Balmy Towels. Keep in mind that this amount is dependent on your country. We suggest you check your country’s custom agency regulations to estimate the duties and taxes prior to placing your order to avoid any surprises.

Can I edit or cancel my order?

We can edit or cancel your order as long as it has not yet been processed or packaged. We’re not able to add items to an existing order. If you’d like to add more items, place a new order and provide us with both order numbers as soon as you can; our team will merge them before shipping and reimburse any shipping fees, if eligible.

Keep in mind that orders can get processed very fast, so please send us an email at saskiathuot@gmail.com as soon as possible so we can assist you in modifying or cancelling your current order.

I forgot to use my discount code. Can I still have it applied?

We feel you! Unfortunately, our system does not let us apply a promo code after an order has been placed and we can’t issue a credit or reimburse the value of the discount code.

Can I combine discounts?

A limit of one (1) discount may be applied to each order. If a second discount code is applied, our system will automatically select the better deal and the other discount will not be applied. Discount codes cannot be used in conjunction with free shipping discount codes, referral credit, referral codes or any other type of discounts. Balmy Towels has the right to hold and or cancel orders that use more than one discount code.

What is your base currency?

Our company is Canadian; therefore, we use the Canadian dollar as the base currency on our Website. Although you can see an equivalent in USD when you are shopping from any other location in the world, your bank account will be charged in CAD.

Can I do an exchange or get a refund for my order?

We’re sorry to hear that you’re not 100% satisfied with you order. You can ask for an exchange or refund within 30 days of the date you received your order. To request an exchange or refund, please email us at saskiathuot@gmail.com with your order number and request in the subject line of your email (e.g. Exchange Order #123456) or fill in the form on our Shipping & Returns page here. We’ll contact you within 24-48 hours and provide you with a return/exchange confirmation number to include on your package so we can trace it once it arrives to our facilities. Please do not ship anything back before you get the RA# from us.

All items must be returned in original condition, unused, unwashed and undamaged. If we receive a towel that is not in its original condition, we will not accept it and it will be returned to you at your own costs.

The buyer is responsible for all return costs—including shipping, duties, and taxes. These are not covered and will not be reimbursed by us. We reserve the right to refuse a return that has unpaid duties and taxes being charged to us. We will not be responsible for lost packages as this is out of our control therefore, we suggest you send back your package insured with a tracking number.

Note: If your original order was paid using a PayPal account, they offer a service to cover and refund return shipment costs. Please see your country's local Paypal website for more info.

Once your package has been received and inspected to make sure it meets our return standards, you’ll receive an email with a promo code so you can place your exchange order or a confirmation email that we’ve issued the refund. Note that it can take up to 5 business days before you see the refund in your bank account.

Will I get a refund for the total amount of my order?

We do not refund the amount you’ve paid for shipping since this amount was already given to the delivery courier. We will deduct 4$CAD for our administrative and repackaging fee, but won’t deduct the amount we paid in shipping if you have received free shipping.

How do I know if you received my return yet?

Rest assured that we make it appoint to inform our customers we've received their package as soon as it's delivered to our warehouse. However, we highly suggest that you keep a tracking number of your returned item in order to keep up to date with the exchange process since we are not responsible if a package gets lost while in transit to our warehouse.

Once your package has been received and inspected to make sure it meets our return standards, you’ll receive an email with a promo code so you can place your exchange order or a confirmation email that we’ve issued the refund. Note that it can take up to 5 business days before you see the refund in your bank account.

I received a defective product.

All our styles are inspected before being shipped to ensure that the highest quality garments are being sent to you. In the unlikely event that your product if defective, contact us at saskiathuot@gmail.com within 1 month of receipt. Please include images showing the faulty/damaged product. We'll make sure to sort out the problem quickly.

Additionally, we cannot be held liable for any damage beyond normal wear and tear.

I received the wrong product.

First and foremost, sorry, this is our bad! While all the steps are in place to avoid this, mistakes can happen since we have many orders shipped out from our warehouse everyday. Please contact us as soon as you notice it at saskiathuot@gmail.com and we’ll sort out that problem quickly.

Still need help?

Fill that form or send us an email to: saskiathuot@gmail.com