Frequently asked questions
Shipping, returns, care and sizes: Balmy's answers, in line with the store's rules.
How much is shipping?
Free shipping from $175 in Quebec and Ontario (otherwise $0), calculated after discounts. In the other provinces: $0, or $0 on orders of $0 or more. Territories: shipping not available yet.
The exact rate is shown at checkout, based on your address. Orders ship from Quebec.
How long does delivery take?
In Quebec and Ontario, standard shipping takes 4 to 8 business days. Expedited shipping (3 to 4 days) is offered at checkout across Canada.
How do I know my order has shipped?
A confirmation email follows your order, then a second email gives you the shipping details when the parcel leaves our warehouse.
I did not receive a confirmation email.
Check your spam folder. If the address you entered had a typo, write to us at maisonbalmy@gmail.com and we will send the confirmation again.
Can I change or cancel my order?
Yes, as long as it has not been packed. Write to us as soon as possible at maisonbalmy@gmail.com with your order number.
I made a mistake in my address.
If the order has not shipped yet, write to us at maisonbalmy@gmail.com with the correct address and your order number, and we will fix it.
Can I exchange or return an item?
Exchange or refund available within 30 days of delivery. Write to us at maisonbalmy@gmail.com with your order number: we reply within 24 to 48 hours with a return number. All the steps.
What condition must the item be in?
In its original condition: unused, unwashed and undamaged. An item that does not meet these conditions is sent back to you at your expense.
Is shipping refunded?
No. Return costs are your responsibility, the original shipping fee is not refunded and a $4 administrative fee is deducted. If your shipping was free, its cost is not deducted.
When will I get my refund?
Once the item is received and inspected, you get an email: a code for your exchange order, or the refund confirmation. Allow up to 5 business days for it to show on your statement.
My item is defective or not the right one.
Write to us at maisonbalmy@gmail.com within a month of delivery, with photos, and we will sort it out quickly.
How are Balmy pieces made?
They are handwoven on a loom in Turkey. Depending on the model: Turkish cotton, organic cotton, recycled cotton, combed cotton, linen and cotton, or bamboo and cotton. The exact composition is on each product page.
What sizes do you offer?
Classic towels are 85 to 100 cm wide by 170 to 180 cm long, XL towels are 150 x 220 cm and hand towels range from 33 x 90 to 45 x 90 cm. Throws range from 130 x 170 cm to 200 x 240 cm. Each product page gives the exact size.
How do I wash a Balmy towel?
In cold or lukewarm water, with mild soap, no bleach or fabric softener. Check the fringe before washing and tighten it if needed. The full ritual.
Will my towel shrink?
Our towels are not prewashed, so slight shrinkage is possible after the first wash.
Where can I find Balmy in stores?
At retailers in Quebec and Ontario: see the store locator.
I own a store: can I sell Balmy?
With pleasure. Tell us about your store and we will send you the details.
How can I reach you?
By email at maisonbalmy@gmail.com or through the form on our Contact us page.
Write to us
Our customer service team will answer you by email.