The Balm

Our Frequently Asked Questions are here to help! Still have a question? Email us and we'll get back to you as soon as we can.

OUR SHOP + PRODUCTS

How do you choose your products?
All products carried at Boketto Wellness have been chosen with your wellbeing in mind and adhere to the highest standards of containing all-natural, organic and wildcrafted ingredients. We have direct relationships with the makers behind every single brand that we carry, and can attest to the intention, thoughtfulness, and quality of each product. We like to stock products that aren't typically available on Amazon, etc., and actively seek to support underrepresented makers (BIPOC, femme, and queer) in the wellness category.

If you have specific questions or concerns about ingredients, do reach out. We’re happy to provide detailed information to ensure you receive the answers you’re looking for.

Do you sell local brands?
We do! In fact it’s something that we’re very proud of, and is at the core of our business approach in supporting independent makers that craft right here in Richmond, Virginia.

Can you help me in figuring out which products best suit my needs?
The beauty of our brick + mortar is that all of our retail specialists are well versed in our products and excited to connect with you on an individual level to better understand your priorities and needs.

To help you select the products that are best suited for you simply swing by the shop. If you’re unable to make it into our Richmond location, send your questions through social, phone, or email—we’re happy to connect with you there.

Do you sell gift cards?
Yes! Both digital and physical gift cards are available for purchase in-store and online. We also offer gift wrapping services to make your gift a little extra special.

SHIPPING + RETURNS POLICY

What is your shipping policy?

Domestic
We ship with USPS in the continental domestic U.S. and do our best to fulfill and ship within 1-3 business days after receipt of your order.

We offer free standard shipping for domestic orders over $100 (prior to tax and shipping.)

Purchases under $100 are calculated by weight, class of shipping chosen, and destination.

We also offer free curbside and in-store pick-up for all local orders. Simply choose the In-Store Pick Up option at checkout and we'll have that ready for you shortly.

International
We use DHL for international shipping and the cost is calculated by weight and distance to travel.

What’s your return/exchange policy? 
Please refer to our Shipping + Returns page for our full return, refund, and exchange policies.

EVENTS + WORKSHOPS

Do you offer educational workshops and events?
Absolutely! We host and provide education on a variety of topics and events for the Boketto community. Workshops and events are announced first on social and via our newsletter, as well as posted on our Events page.

If you’re interested in hosting a workshop or special event on our platform, email Boketto Founder, Jelena Nikolajevic with your proposal/details, etc. jelena@bokettowellness.com

SERVICES

What services do you currently offer?
All of our wellness services can be found here. We offer services like acupuncture, Biologique Recherche & targeted facials (acne, pro-aging, backne...) gua sha, microcurrent, waxing & tinting, massage therapies (reflexology, pregnancy, sport...), and Ayurveda. All treatments are provided by licensed practitioners that offer effective perspectives and methodologies that cater to your individual needs. You can learn more about our practitioners on our Service Providers page.

What products are used in the treatments?
For massage treatments, it varies for each practitioner and the client’s preference. All cream- and oil-based products used in massage treatments are 100% natural and organic. Marie Veronique products are exclusively used in all our non-Biologique Recherche facial treatments. If you have any questions or concerns about allergies, scent, etc do reach out, we’re happy to get you the answers you need.

How do I book an appointment? 
You can book 24/7 online, or feel free to call our shop during store hours to speak with someone directly about making an appointment.

What your gratuity policy? 
If you are a current client of ours, you might recall our including gratuity in the cost of services— however since Fall 2024 we changed this policy to a more typical “gratuity at the client’s discretion” model. We believe this offers more flexibility to both our customers and practitioners.

Note: Jelena Nikolajevic does NOT accept gratuity for Acupuncture and Functional Medicine treatments.

Finally, we are often asked what is a standard amount to tip. While 20% is typical, any gratuity is appreciated and should reflect the care and skill you received from our practitioners.

What is the cancellation policy?
We’ve tightened-up our cancellation policy, and appreciate your understanding.

When cancelling or changing your service appointment, our policy requires you kindly give us 24 hours notice. We will not be able to offer refunds on late cancellations, last-minute changes or no shows— the card used to book an appointment are subject to be charged the full cost of the scheduled service.

You can cancel or change an appointment online, by following the link in your confirmation/reminder emails. You’ll receive an email confirmation to assure your cancellation request has been accepted. 

And, yes, emergencies happen. If something unforeseen occurs, wherever we can, our team will work with you to resolve it. Within 24 hours contact us at (804) 354-6707 during store hours. 

When does my card get charged?
A valid credit card is required to book your appointment, however it isn’t charged until your service is complete.

Is there paperwork that I need to complete prior to my appointment?
At the time of booking your appointment, you’ll be given intake forms to complete. We suggest review and complete the paperwork relevant to your service digitally, promptly. Your practitioner will want to review before your arrival, to best prepare and address concerns/questions.
 

WHOLESALE + DEVELOPMENT INFO

I’m interested in stocking my product at Boketto
Three cheers for making your passion manifest! However, we’re currently not expanding our coterie of vendors/makers. To reduce physical waste, valuable time, and emotional energy, kindly refrain from shipping us samples without our express consent. Additionally, due to the number of requests received via email, we’re unable to read digital queries. If our situation changes we’ll change the message here, accordingly. Check back from time to time. Thank you for your understanding.

Who did your website / photography / styling?
Our website was designed by Claire Crookston Creative with Jennifer Elsner, and the gorgeous writing, photography + styling was done by Kate Belew, Alexis Courtney and Bella Weinstein, respectively.

Our shipping and return policies are noted below.  If you have additional questions or concerns regarding an order, please contact us via email and we will respond within 48 hours.

We are a small but mighty team, and sincerely appreciate your support, patience, and understanding as once your package leaves the shop, shipping can be unpredictable.

Domestic Shipping

Online orders being shipped are processed within 24-36 hours and shipped via USPS. All in stock items are processed Monday-Friday. Friday orders ship the following Monday.

A confirmation e-mail with tracking is sent once your package has been shipped.

We offer free standard shipping for domestic orders over $150 (prior to tax and shipping.)

Purchases under $150 are calculated by weight, class of shipping chosen, and destination.

Let us know if you require any special shipping needs and we will do our best to accommodate you. To make arrangements, call us at 804-354-6707.

We also offer free in-store pick-up. Simply choose the In-Store Pick Up option at checkout and you’ll receive a notification when ready. 

Please note: Due to the impacts shipping providers continue to face you may experience shipping delays beyond our control. Kindly allow an additional 1-2 business days for your order to arrive, and if you still have concerns, let us know and we’ll work with you to figure it out. 

International Shipping

Regretfully, we no longer ship Internationally.

Returns and Exchanges

Unopened skincare, makeup and hair/body products purchased within 14 days are eligible for a full refund in the original method paid or store credit (less any shipping costs.)

Opened products that are gently used and returned within 14 days of original purchase, are eligible for store credit towards another purchase or exchange. 

In order to receive a refund, we MUST receive the package within 14 days from the date of purchase (this includes shipping time.) Any returns received after the 14 day period are not eligible for refund. 

Refunds will not be issued for products that have been opened or used and remains up to the store owner or staff’s discretion.

FINAL SALE ITEMS: All sale, pantry, ingestible items, tools, home, objects, and lifestyle items are final sale including but not limited to: dry brushes, gua sha & massage tools, textiles, ceramics, toothbrushes, tongue scrapers, makeup brushes and books.

To submit your return request email with subject line "RETURN REQUEST: ORDER #" including the following criteria:

• First and Last Name
• Order Number
• Date of Purchase
• Reason for Return

After you reach out to us, we’ll respond in 1-2 days. Shipping costs for online returns are the responsibility of the customer. We request you provide us with tracking details for your package. If you are returning in person, first make sure the item(s) meet the above terms for a refund or exchange.

We reserve the right to research the original purchase and to limit or decline refunds. All sales and consignment items are non-refundable and can not be exchanged. Promotional offers may not be combined with any other sale, promotion, discount, code, coupon and/or offer.

Damages

We take care to ship your order, and while a rare occurrence, ship happens. If you receive a product from us that appears to be damaged or defective, kindly accept our apologies and contact us right away.

In order to process, kindly photograph the outside and inside of the box (showing the damage) and email with the following to hello@bokettowellness.com:

• First and Last Name
• Order Number
• Date of Purchase
• Explanation of damage

Don’t throw away the box or damaged goods, our shipping provider might require your sending it back to us.

All damage claims must be received within 3 days of delivery.