Frequently Asked Questions

If you can't find an answer anywhere on the site please drop us a note, so we can add it to the list.

How can I find out about new and upcoming products?

If you want to be kept informed about promotions, sales and forthcoming new releases, join our mailing list (sign-up form in the right hand column). Alternatively you can use our RSS feed to get notified of our new products and sale items as soon as they're available on the site.

What is an RSS Feed?

We've got a whole page explaining what RSS Feeds are and how you can use them.

What sort of qualifications do the shop staff have in terms of advice?

All our staff are professionals in their fields. For further information about individual staff, check the appropriate pages:

What are the studio hours?

Classes and treatments carry on beyond reception closing time, except on Saturdays.

Reception hours
day open close
Monday 9:00am 8:00pm
Tuesday 9:00am 8:00pm
Wednesday 9:00am 8:00pm
Thursday 9:00am 8:00pm
Friday 9:00am 5:00pm
Saturday 9.00am 5:00pm

Is there car parking facilities near the shop?

You can park outside the studio all day.

How often does the product range get updated

Products are updated regularly.

When I order from balance what guarantees do I have?

In terms of the quality of the products we sell, all products are guaranteed by the manufacturers. We will happily refund or replace any items that are faulty.

Our service is guaranteed to the extent that (if we have the items in stock) we ship all items, (usually) within 24 hours of receipt of order. If the item is out of stock, we provide you with several options, including a refund.

How much does it cost to post out my delivery?

Postage charges are calculated according to the weight of your order. View the complete list of delivery charges page.

What happens if an item in my order is delayed?

If we are waiting for an item in your order to come in from a manufacturer, we will wait for 5 days after the receipt of your order, then send the items we do have in stock. The remaining items will go onto back order. Items on back order will be despatched as soon as they arrive with no delivery charge. We will email you to let you know if an item is temporarily out of stock or on back order.

What do I do if an item doesn't fit or I don't like the colour?

You will receive a full refund for the value of the item (not the postage) as long as the item is returned in the same new condition as was despatched and you have the receipt. If you no longer have the receipt you will only receive an exchange or credit.

Who pays the postage on returned items?

Unless there is a fault with the product, you (the customer) will be liable to pay postage for returned items. We also request that you use Recorded Delivery as a means of guaranteeing reception of your returned order.

Print out our Returns Form (PDF 2MB) if you intend to return any items.

What do I do if an item is faulty when it's delivered?

Just follow the instructions in our returns policy.

What do I do if there's any other problem with my order?

Contact us by email or telephone us during shop hours on +44 (0) 141 332 8800.

What do I do if an item fails once it's been used?

All goods supplied by balance are from official sources within the UK and are covered by the normal manufacturers warranty. If you feel that an item has failed prematurely, contact us by email. Certain products may need to be returned to our suppliers for inspection before a refund can be issued.

When will my order be despatched?

If the items are in stock we despatch orders within twenty four hours of receipt of order. If your order includes a 'Pre-Order' item, i.e. a new shoe that isn't available yet but can be pre-ordered, it will be despatched on the release date. Orders placed after 3pm on Friday and over the weekend will be dispatched on Monday.

How do orders get delivered?

We use Royal Mail.

How long does it take to deliver my order?

If you live on the mainland your goods will usually arrive within 1-2 working days (applies to most of the UK mainland). For islands we use Royal Mail 1st class which can take between 1-5 working days. Delivery times for European countries is about 5 to 10 working days while worldwide can take up to 10 to 14 working days. Please note that these times are not guaranteed and exclude weekends.

View our delivery charges page which details approximate delivery times and costs.

What do I do to cancel an order?

If we have still to despatch an order you can telephone or email us and we can cancel the order immediately. If we have despatched the order and you want to cancel it, you will need to follow our returns procedure.

What currencies do you accept?

All orders are calculated in GBP (Pounds Sterling).

If you are ordering from outside the UK you may be liable for a currency conversion charge from your bank or credit card company. Please check with your bank or credit card provider beforehand if you are unsure.

What credit cards do you accept?

We accept the following debit and credit cards:

  • Visa
  • MasterCard
  • Delta
  • Switch
  • Solo
  • Visa Electron

When will my credit / debit card be charged?

The credit card is charged directly after the payment process. If we are out of stock you will still be charged but we will contact you and let you know straight away.

Where will balance deliver goods?

We delivers goods to the UK (including islands), Channel Islands and British Forces Post Office.

Will my email address be passed on to third parties?

No. Information about our customers is an important part of our business, and we are not in the business of selling it to or sharing it with others.

Is my credit / debit card details secure?

We work to protect the security of your information during transmission by using Secure Sockets Layer (SSL) software, which encrypts information you input.

Does the balance site use cookies?

Yes. A session cookie is created for each visitor to our site. This session cookie lasts until the user closes down their browser window. The session cookie is used to 'remember' the contents of the users shopping basket. Please be aware that some web browsers have built-in session-savers, which means that your session details may be "remembered" the next time you open your web browser.

Additionally, we set a cookie to remember which style sheet the user has chosen. For example, if a user has accessed the site on their mobile telephone, a cookie will be set which tells the browser how to display information on the page that is suitable for viewing on a mobile telephone; and the same applies for a user on a computer: the cookie remembers which style sheet to use the next time the user visits the site.

What if I have a complaint about balance?

We've put an enormous effort into establishing balance as a thoroughly professional and reliable practise, so we aim to make sure you are completely satisfied with our service. If you have any complaint, criticism or concern about any service provided by balance, contact us by post at:

118/122 Napiershall Street, North Kelvinside, Glasgow, G20 6HT.

or by telephone: +44 (0) 141 332 8800 or by email. We will acknowledge your concern within two working days and offer a resolution within one week.

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