FAQ's
Why doesn't the 25% off voucher code work?
This offer is only applicable if you are a first-time customer to lovebiobalance.com, and you have signed up to receive our e-newsletters. You will have automatically received an e-mail with the Voucher Code, which also includes the T&Cs within this e-mail. If you have not adhered to all the T&Cs, the voucher will not work in your shopping cart. You can also review these T&Cs here.
Can I order over the phone?
Unfortunately, we can only accept orders made via the website - we do not take orders over the phone.
When will my order arrive?
For mainland UK orders, goods should normally be received within 3-4 working days.
Orders to Channel Islands & Northern Ireland should normally be received within 10 working days.
How can I track my order?
Once your order has been shipped, you will receive an e-mail with your tracking number. Simply click on this number and it will take you to the UPS or Royal Mail 'Track Your Item' page where you can see and follow the status of your delivery.
Where is my order?
Please track your order using the tracking number in your shipping confirmation email. If your tracking does not update within a week, please contact our Customer Care Team by completing our contact form (here), and please ensure you quote your order number.
I want to cancel my order, how do I do this?
If you wish to cancel your order please either write to us at Customer Care, The Beauty Alliance International Ltd, Unit 24, Capital Valley Eco Park, Rhymney, Tredegar NP22 5PT, United Kingdom, or email us at hello@lovebiobalance.com with details of your cancellation.
I am missing an item from my order, what do I do?
Please contact Customer Care on 01685 843384, Monday to Thursday, 8.30am to 5pm.
What do I do if I receive a faulty item in my order?
If your goods are damaged or faulty, please call Customer Care on 01685 843384 within 3 working days of receipt of your order.
I have an incorrect item in my order, what do I do?
Please contact Customer Care on 01685 843384, Monday to Thursday, 8.30am to 5pm.
Can I amend my order after I've placed it?
If you wish to cancel your order please either write to us at Customer Care, The Beauty Alliance International Ltd, Unit 24, Capital Valley Eco Park, Rhymney, Tredegar NP22 5PT, United Kingdom, or email us at hello@lovebiobalance.com with details of your cancellation.
The item(s) I bought have recently been reduced - can I get the price?
The price at the time you purchased the product(s) was a fixed price, and we do not offer refunds for the difference when a sale then takes place. You can return your items if you wish to, and re-order them in the sale, but your returned items must be within the return policy period (16 days since from date of purchase), it must be unopened, un-used and in a saleable condition. We do not take any responsibility for when a sale may take place.
Are your products cruelty-free and vegan?
BioBalance never tests on animals and offers mostly vegan-friendly formulas. Our Super Plump & Super Eye Moisturising Creams, & our Collagen & Vitamin C Super Serum are the only products that are not suitable for vegans. Always check the label for product-specific info.
Are BioBalance products free from harsh chemicals?
Yes, BioBalance formulas are typically free from parabens, sulphates, and harsh synthetic fragrances, and prioritise skin-friendly ingredients.
Are BioBalance products safe during pregnancy or breastfeeding?
Many are, especially hydrating and soothing products. Avoid high-strength retinoids and always consult your doctor for peace of mind.
How should I layer my BioBalance products in my skincare routine?
Start with your lightest product and build up. Begin with a cleanser, then apply toners or essences (if using), followed by serums. Finish with moisturiser and SPF during the day. At night, follow the same routine but skip the SPF.
Can I use multiple BioBalance serums together?
Yes, most BioBalance serums are designed to be layered. Apply water-based serums first, then oil-based. Introduce combinations gradually and always patch test when trying new mixes.
How often should I use BioBalance serums?
Daily. Most serums can be used morning and evening, though active formulas like AHA or Retinol-based products may be better suited to evening use only.
Will my skin purge when starting active serums?
Sometimes. A mild breakout may occur when introducing exfoliants or retinol, but it usually settles within a few weeks.
Can I use serums during an active breakout?
Yes. Gentle exfoliating serums or anti-acne treatments can be used even during a breakout—just avoid over-exfoliation and always moisturise.
Do I need to use a specific cleanser with BioBalance products?
No, but a gentle, pH-balanced cleanser helps prep your skin for serums and reduces risk of irritation.
Which BioBalance products should be used at night only?
Products with AHA, BHA, or retinol should be reserved for evening use due to sun sensitivity. Always follow with moisturiser.
Do I need to use sunscreen when using BioBalance products?
Absolutely. Many BioBalance actives (like AHAs, Vitamin C, or retinol) make your skin more sensitive to sunlight. Daily SPF is essential.
Are BioBalance products safe to use around the eyes?
Some products like Vitamin C or anti-ageing serums can be used carefully around the eye contour, but always avoid direct contact with the eye and use a dedicated eye product if needed.
Does BioBalance offer treatments for hair loss or thinning?
Yes, BioBalance hair shampoo is formulated to support scalp health and stimulate hair follicles using natural extracts and peptides.
Are BioBalance hair products safe for colour-treated hair?
They’re generally safe and non-stripping. Look for sulphate-free options to preserve colour and reduce scalp sensitivity.
How long before I see results with BioBalance products?
While some hydration benefits are instant, results for pigmentation, acne or ageing usually appear within 4–8 weeks of consistent use.
Which BioBalance products help with dark spots or uneven skin tone?
Look for serums containing Diacetyl Boldine, Niacinamide, or Lumiskin 4% – all designed to reduce pigmentation and even out skin tone with consistent use.
How long does it take to see results for pigmentation?
You may begin noticing improvements within 4–6 weeks of consistent use, but visible reduction of deeper pigmentation can take up to 12 weeks.
Which BioBalance products help reduce fine lines and wrinkles?
Look for formulas with retinol, peptides, hyaluronic acid, and antioxidants. These ingredients help improve skin texture, firmness, and overall youthfulness.
What products are best for oily or combination skin?
Lightweight, non-comedogenic serums with salicylic acid, niacinamide or zinc are ideal. Gel-based moisturisers and mattifying treatments help control shine.
What products should dry or mature skin focus on?
Look for hydrating and nourishing formulas with hyaluronic acid, peptides, ceramides and plant oils to replenish moisture and boost elasticity.
Which BioBalance products are best for acne-prone skin?
Salicylic acid serums, anti-blemish formulas, and products with niacinamide help reduce inflammation, unclog pores, and regulate oil production.
Are BioBalance products suitable for sensitive skin?
Many BioBalance formulas are designed with sensitive skin in mind, using soothing ingredients like allantoin, panthenol, and botanical extracts. Always patch test before full use.
What should I avoid if my skin gets irritated easily?
Limit use of strong actives like AHA, BHA, or retinol until skin is more resilient. Introduce one product at a time and monitor how your skin responds.
What does Vitamin C do for my skin?
Vitamin C helps brighten the complexion, fade pigmentation, and support collagen production. It’s a powerful antioxidant that protects skin from environmental damage.
Can I use Vitamin C with other active ingredients?
Yes, but with care. Vitamin C works well with niacinamide and hyaluronic acid. Avoid layering it with exfoliating acids or retinol in the same routine to minimise irritation.
Can I combine Vitamin C and Niacinamide?
Yes, modern formulations make this pairing both stable and effective. It’s a great combination for brightening and strengthening the skin barrier.
Can I mix exfoliants with retinol or vitamin C?
It’s best to use them in separate routines (e.g. exfoliants or vitamin C in the morning, retinol at night) to reduce the risk of irritation.
What is the difference between AHA and BHA?
AHAs exfoliate the surface of the skin to brighten and smooth, while BHAs penetrate pores to clear excess oil and treat breakouts.
How often should I use chemical exfoliants like glycolic acid?
Start with 2–3 times a week, ideally in the evening. Follow with moisturiser and always use SPF the next day.