Furious. I placed an order on the 9th, nothing has arrived. I’ve emailed numerous times and called numerous times with no answer. It’s a shame it’s resorted to this but I will never use this company a... Toon meer
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A great company to buy from, not only quality products but top-notch customer service too. They even spotted an error in my most recent order and messaged me to check before sending.
Wonderful Website and Company!! After a terrible experience with the Soap-Makers Store I appreciate this website a lot more, no hidden costs or surprise VAT the products are amazing, customer service... Toon meer
The lip balms just arrived and were well packaged. Both seem creamy so hope they work. Wasn’t clear when ordering but one is 15ml and the tinted only 10ml. Took 2 weeks to arrive and had to chas... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
Geschreven door het bedrijf
For all your skincare needs - choose from our range of ethical organic skincare or make your own skincare from our cosmetic bases & cosmetic packaging, from raw ingredients to essential, flavour & fragrance oils, we have you covered. We sell CPSRs too!
Contactgegevens
8 Benson Road, BH17 0GB, Poole, Verenigd Koninkrijk
- 01202 567046
- sales@naturallybalmy.co.uk
- naturallybalmy.co.uk
3,4
Gemiddeld
20 reviews
Heeft 100% van zijn negatieve reviews beantwoord
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Furious
Furious. I placed an order on the 9th, nothing has arrived. I’ve emailed numerous times and called numerous times with no answer. It’s a shame it’s resorted to this but I will never use this company again
20 april 2026
Review zonder uitnodiging
Antwoord van Naturally Balmy
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
Antwoord van Naturally Balmy
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
Antwoord van Naturally Balmy
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
The products are great but took ages to…
The products are great but took ages to arrive
10 maart 2026
Antwoord van Naturally Balmy
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
Brilliant product
Brilliant product, very fast delivery. Already have my list ready to order more products - thanks again
16 maart 2026
Antwoord van Naturally Balmy
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
My package has not been delivered
My package has not been delivered. I ordered a redelivery to the post office for pickup but haven't got it yet.
12 maart 2026
Antwoord van Naturally Balmy
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
Antwoord van Naturally Balmy
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
Great company with a wonderful ethos…
Great company with a wonderful ethos and customer service plus amazing products.
9 maart 2026
Antwoord van Naturally Balmy
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
Excellent and thank you..
I recently completed a CPSR assessment with Cisem from Naturally Balmy, and the experience was excellent from start to finish.
Communication was fast, clear, and highly professional throughout the entire process. All questions were answered thoroughly, and the assessment was delivered as agreed.
What stood out in particular was that Cisem went beyond the scope of the purchased service and proactively pointed out an important labelling detail I had overlooked, something that was not included in the CPSR package itself. That level of diligence and integrity is greatly appreciated.
I would not hesitate to recommend his services to other cosmetic brand founders.
2 maart 2026
Review zonder uitnodiging
Antwoord van Naturally Balmy
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
Lovely creamy organic lip balms
The lip balms just arrived and were well packaged. Both seem creamy so hope they work. Wasn’t clear when ordering but one is 15ml and the tinted only 10ml.
Took 2 weeks to arrive and had to chase it. Was sent an email saying they had a break over Christmas and had a lot to catch up on.
Perhaps over other holiday periods you could note on the website that orders will not be actioned until a certain date giving customers the chance to buy elsewhere if they have deadlines.
Also, why is VAT on top of the price? Just make the price to include it.
If it’s because you normally sell to small businesses as I’ve read in reviews then charge them VAT separately but if you are selling to an end user please drop it.
Would have had 5 stars but for the delay and the vat as they are a nice company and I would buy again. It’s hard to find organic lip balms and these seem very good.
28 januari 2026
Review zonder uitnodiging
Antwoord van Naturally Balmy
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
Be very careful when using the custom…
Be very careful when using the custom formulation services. I paid £450 for custom formulation services for 3 products, which were not complex but based on their own product bases - and aromas. I was taken through the 3 sample process and at no point was I advised that when you move to the next sample phase that they didn't keep records of the previous formulas. Surely if you are customising formulas you have to keep records of the formula of the samples for the purposes of producing a final product on approval. Anyway, completely strung me along the process and terminated the services before giving me a final product or the INCI. When I complained, they told me complaining was harassment to them and they threatened me. I paid for services and did not receive the final product. They thought they could just do the 3 samples and leave me hung out to dry without a finished product. I HIGHLY ADVISE NOT TO WORK WITH OR USE THIS COMPANY. THEY WERE NICE WHEN THEY WANTED YOUR MONEY BUT COMPLETELY REPRIMANDING AND NON COOPERATIVE AFTERWARDS. THEN TERMINATED THE SERVICES.
14 april 2025
Review zonder uitnodiging
Antwoord van Naturally Balmy
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
Not too happy with NB
Not too happy with NB. Ordered one bottle of oil on 1st Dec. Only just been delivered. Thats not all. Lack of communication from NB instead pointing me towards an App called SHOP whose sole purpose i believe is to sell us more stuff rather than give any updates on delivery. So no updates for 7 days. I emailed NB on the 8th and the reply was that they were on Xmas holiday and back on the 30th. I then checked the website and its stated that they were on holiday between the 24th and 2nd Jan. I then rang and left a message. No one got back to me. They eventually replied and the reply was dismissive and not useful. The only real information I received this week was from Royal Mail to update me once NB actually sent them the package. From then it took 3 days to get here today. NB has a low review score and now I understand why. I will not be using them again preferring the Soapery.
10 december 2025
Review zonder uitnodiging
Antwoord van Naturally Balmy
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
Can confirm: there IS a rat here (as previous reviewer suspected)
Previous reviewer who "smelled a rat" was absolutely right
Should have checked reviews first. Purchased their "organic" face cream for B2B resale - major documentation issues followed.
**Key Problems:**
- Received CPSR with undeclared synthetic preservative (phenoxyethanol) in toxicology section but absent from ingredient lists
- Multiple staff gave contradictory explanations over several days
- New paperwork showed formula totaling 104% (mathematically impossible) but not presented on industry standard formula protection sliding ingredient scale.
- "Hero ingredient" listed at 0.001% - synthetic preservative would be 1% of this trace amount
- Refund requests completely ignored
**Customer Service Issues:**
Poor communication, defensive responses, and ultimate dismissal with "matter closed" when challenged on hero ingredient claims.
**b2b warning**
Documentation failures make products unsuitable for commercial resale. What works for personal use doesn't meet B2B compliance requirements.
**Bottom Line:**
May be fine for personal use, but inadequate for businesses needing reliable regulatory documentation.
Trust the reviews - when people smell rats, there usually is one.
**Date of experience:** August 2025
22 augustus 2025
Review zonder uitnodiging
Antwoord van Naturally Balmy
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.
smell a rat here
Just have concerns that they don’t take responsibility for their product, therefore asking small businesses to be the responsible person for their concoctions
So if a product arrives…in our experience, and doesn’t smell then it’s our problem as we’re the responsible person… can only smell a rat here….sorry to be negative
23 mei 2025
Review zonder uitnodiging
Antwoord van Naturally Balmy
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
Horrid Experience
I recently ordered their Lip Gloss base and It came extremely runny. A lip oil rather than a lip gloss. I emailed my concerns and they told me to send over a video of its consistency. However, once I did they completely ignored its runniness in the video and said since their sample at the warehouse is fine they could not do anything about it. This is incredibly frustrating for a small business that cannot afford to make financial losses. They refuse to address the issue that my lip gloss base arrived not as the 'thick liquid/semi-solid'.
Genuinely, this has turned me away from reordering although I admired their products natural elements their quality standards are not in check as well as their customer service
In case you see this review and wish to make things right, my order number is #36243
25 mei 2024
Review zonder uitnodiging
Antwoord van Naturally Balmy
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.
Excellent customer care service &…
Excellent customer care service & wonderful quality products.
1 april 2024
Review zonder uitnodiging
Excellent Service
A great company to buy from, not only quality products but top-notch customer service too. They even spotted an error in my most recent order and messaged me to check before sending.
29 november 2022
Review zonder uitnodiging
Very professional service
Very professional service. Fast and polite. I ordered a couple of wholesale items and their safety assessments. The products are beautiful. Thank u!
1 augustus 2022
Review zonder uitnodiging
Excellent company…
I have just had 5 soaps tested with this company and they were absolutely amazing. They have lots of different packages, and their prices are great. They answered all of my questions really quickly and were very easy and nice to talk to. I will definitely be using them again .
21 januari 2022
Review zonder uitnodiging
Wonderful Website and Company!
Wonderful Website and Company!! After a terrible experience with the Soap-Makers Store I appreciate this website a lot more, no hidden costs or surprise VAT the products are amazing, customer service is lovely and always keep a line of communication open. Can't wait for my next purchase, you can find everything you need for homemade cosmetics!!
14 september 2021
Review zonder uitnodiging
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