CUSTOMER CARE

Thank you for visiting our humble website.
We very much value your presence and your support of our small business. Please note all correspondence will be handled with the strictest confidence and every effort made to return your query at the earliest opportunity.
Please browse below for more information regarding our products + policies and should you have any lingering questions or concerns of any kind, please don’t hesitate to contact us.

Registered as Bali & the Spirit
NIB 8120112170189

Perum Beranda Mumbul Garden
Jln. Palm 1/18, Nusa Dua 80361
Bali, Indonesia

Phone: +62 831 3919 5039 (Bali, UTC+08:00)

Say Hello!

We would love to hear from you so please say hello!
We welcome not only your queries but also suggestions, reviews, ideas for cooperation and anything else related to self-love. We will reply to your message as quickly as possible, but please give us a maximum of 24 hours.

SHIPPING

SHIPPING POLICY

All orders placed on our website are sent from based warehouse in Bali. We offer international Free Shipping for all orders over $150 (only International Post).
Please note, we cannot be responsible for packages that are lost or waylaid due to incorrect shipping details entered at the time of purchase.
Please ensure all details on your order are correct before submitting your order, in particular we recommend double checking your email address and delivery address.
Baliandthespirit.com is not responsible for unanticipated delays, breakage or loss incurred during the shipping time. This responsibility is pass to the carrier.
If you have any questions or if we can help with anything at all, please contact us on contact@baliandthespirit.com.

For Indonesian customers:

– Flat Rate $3
– Free Shipping for all orders over $150
– Standard delivery times are between 1–2 business days
– Fully trackable
All orders are sent via JNE Express carrier and take 1-2 business days to arrive after dispatch.
Once your order is dispatched you will receive shipping confirmation and tracking details.

For International customers:

If you are located outside of Indonesia, we offer two services:
International Post
– Flat Rate $15
– Free Shipping for all orders over $150
– Delivery between 5-14 business days (shipping may take longer to some countries)
– Fully trackable
– Signature required
Once dispatched you will receive shipping confirmation and tracking details. Once your order arrives in your country it will be passed onto your local post office to complete delivery. We recommend contacting your local post office directly if you experience any problems with the delivery of your order.
DHL Express
– Flat Rate $30
– Delivery between 3-7 business days (shipping may take longer to some countries)
– Fully trackable
– Signature required
All international orders require a phone number for delivery and cannot be delivered to a PO Box or Hotel.
Once dispatched you will receive shipping confirmation and tracking details.
Shipping internationally does mean that you may be required to pay customs and import taxes. All international customers are responsible for the customs rates within their own country. Bali & the Spirit is legally required to declare the full dollar value paid on international shipments and must include an invoice for customs should they require it.
For further information, we recommend contacting your local customs office.

CHANGES TO YOUR ORDER

Unfortunately, we are unable to make any changes or cancel your order once it has been placed.

RETURNS POLICY

We believe strongly in our products and their quality and want you to be completely happy with your purchase. If you are disappointed in any way; or should you receive a damaged or faulty product; or receive an incorrect order please contact us within 7 days of delivery receipt.
Due to the nature of our products, for hygiene and safety reasons, we cannot accept returns on used items. On the occasion where you may make an error when ordering or if something should fall short of your expectations, we would be happy to process a return for store credit or exchange your item for the item you intended to purchase. The returned item must be unused and in its original saleable condition. You are responsible for the shipping and additional postage charges.
To initiate this process, you must get in touch with us via contact@baliandthespirit.com or by using the contact form above within 7 days of receiving your order and we will advise you on the next steps. Your store credit will be finalised upon approval subsequent to the receipt of the goods returned to Spiritwoods in the same condition you received it and in the original packaging. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your return. If you are approved, then you will be emailed your store credit information. Sorry, we do not offer cash refunds.
Please note, if you have not notified us with any specific concerns regarding your product within 7 days of delivery, both parties agree that the sale is concluded and payment has been authorised by yourself.
​We take great care to package our products carefully to ensure they reach you safely, however in the unlikely event your goods arrive damaged, we will replace the damaged items at no additional cost to you. If you find a major fault with the product we will issue a refund excluding delivery costs by method of payment. Contact must be made within 24 hours of delivery receipt. We will be requiring documentation, so please be prepared to provide photographs of the damage via email.

PRIVACY

We collect personal information in connection with your use or purchase of B&tS products to provide you with the products you request, as well as information on other products and services offered by us.
Where possible, we will collect personal information directly from you or a person authorised to provide this information on your behalf through our contact form or by email. All personal information provided is kept private and confidential. We will not sell, rent, share or voluntarily disclose this information to any third parties without your previous consent.
You can read our full Privacy Policy.

​FAQ

​Are your offerings Vegan and Cruelty-Free?

​All of our products are Vegan friendly and cruelty free. This means they contain no animal ingredients, no animal derived ingredients or by-products.
We do not test on animals.

​Are your products natural and organic?

​The utmost care and a great amount of research has been undertaken to ensure our ingredients are of a superior standard, either grown here on our property or from ethical, reputable and sustainable sources. We use pristine plant essences, potent organic and wildcrafted herbs and pure essential oils of exceptional quality. Where possible, we have selected bio-dynamic and Indonesian Certified Organic elements in addition to Cold Pressed + Virgin oils for maximum purity and efficacy.
All of our offerings are free from palm oil, petrochemicals, mineral oils, parabens, PEG’s, sulfates, phthalates, glycols + diglycols, artificial dyes, synthetic fragrances, urea, silicones and GMO’s,
All offerings are crafted with care and intention from our own proprietary formulas in our solar powered Tasmanian studio and filled by hand; no pre-made base formulas, fillers, laboratories or short-cuts are employed.

​I have sensitive skin, can I use your products?

Skin sensitivities can be unpredictable and skin chemistry varies from person to person,
We do not use synthetic ingredients, harsh detergents or abrasives, artificial fragrances and other known irritants, although pure essential oils and plant actives may still cause skin sensitivity for some. As such, if you have a history of sensitive skin or allergic reactions, we recommend you conduct a test of any skincare product you purchase on a small area inside your wrist prior to using to ensure skin compatibility. If no adverse reaction is experienced within 24 hours, apply a small amount of your product to your face using less product than you normally would in the first instance, then slowly increase the amount.
​B&tS cannot guarantee that customers will not experience skin reactions, and cannot be held responsible should any occur.

​Can I use your products whilst I am pregnant?

​Many of our offerings contain concentrated amalgams of herbs, plant extracts and essential oils, some of which may be safe to use in the second + third trimesters, some of which are strongly recommended to avoid during your entire pregnancy and whilst trying to conceive.
As such, please read our ingredient lists carefully although we would suggest you err on the side of caution and save our treatments as a gift to yourself once your little one has been born. As always though, you should make and rely upon your own assessments and enquiries to verify the appropriateness of any product for your use.

How do I order an item that is currently out of stock?

​All of our offerings are crafted in micro batches using time honored methods which may require between 4 weeks to 3 months to cure, infuse or synergise depending on their individual components. Unless otherwise stated, products will be restocked as time permits at our earliest opportunity.

​Can I order bespoke offerings?

​Yes! Carefully customised blends and infusions for a range of self care and ritual applications are available upon request. Additionally, should you or a loved one have allergies to particular botanicals or nut oils which may be present in one of our existing offerings, we can provide custom made products to suit your specifications. To enquire further about this service, please use our contact form above

​I would love to experience your offerings but I’m unsure where to start?

​We have endeavoured to provide a wealth of information about each product on this site, accompanying their presence with application guidance, full ingredient list + safety information where applicable.
If you would like further assistance to ascertain which offerings are best suited to benefit your skin, ritual or lifestyle, we would be happy to assist you. Please don’t hesitate to use the contact form or email us at contact@baliandthespirit.com

​How do I store my products + what is their shelf life?

​All our offerings are housed in packaging designed to protect and extend the life of the precious essences inside the bottle/jar. Unopened offerings have a shelf life of 12-24 months depending on the individual product. We recommend using your treatments within 6 – 12 months after opening for maximum effect whilst storing below 21°C/70°F and out of direct sunlight.
Our Elemental Balms and Lip Treatments are temperature sensitive and may soften in warmer temperatures + become harder in colder temperatures. Any resulting textural changes will not affect the power and efficacy of the product.

​Why use preservatives?

​In offerings containing even a minute addition of purified water, distillate or floral hydrosol along with significant concentrations of botanical actives + plant extracts, antimicrobial coverage must be employed to maintain the integrity of the product for your safety.
We have carefully selected two ECOCert approved bio-based preservative blends for use within our facial creams + botanical mists, containing raw materials derived from naturally occurring compounds which also align with our vegan friendly, cruelty-free + sustainably sourced standards.
Unlike many synthetic preservative systems, they DO NOT contain parabens, halogens, triclosan or formaldehyde.

Still have a question? Contact us… we will be happy to assist you.

CORPORATE

B&tS (Bali & the Spirit) is an Indonesian owned and operated business,
registered as
Jamu Original
NIB 8120112170189
Perum Beranda Mumbul Garden, Jln. Palm 1/18, Nusa Dua 80361, Bali, Indonesia