1. SHIPPING & RETURNS

Shipping & Returns

We want your KEM experience to feel considered from the moment you place your order to the moment it arrives.

Below you'll find everything you need to know about delivery, tracking and returns.
 

Shipping

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UK Delivery

UK orders are shipped using a tracked delivery service.

UK Tracked Delivery — £3.99

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Your order will be dispatched as soon as possible after it has been processed.

Processing time is 1 business day.

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Once your order has been dispatched, you'll receive an email containing your tracking information so you can follow your parcel's journey.

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Delivery is expected approximately 2 working days after dispatch, although delivery times can vary depending on the courier and circumstances outside of KEM's control.

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Please note that dispatch time and delivery time are separate. Your delivery estimate begins once your order has been dispatched.

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Will I receive tracking?

Yes.

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Once your order has been dispatched, we'll send your tracking information by email.

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If you haven't received your tracking information, please check your spam or junk folder first. If you still can't find it, contact us at kembeauty7@gmail.com with your order number.

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International Shipping

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Yes — we ship internationally.

International orders are shipped using DHL.

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International delivery costs and available shipping services vary depending on your location and will be displayed at checkout before you complete your order.

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International delivery times can vary by destination and may be affected by customs processing or other circumstances outside KEM's control.

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Please note that international orders may be subject to local customs duties, taxes or other import charges. Where applicable, these charges are the responsibility of the customer.

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Returns

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We want you to love your KEM products.

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If you change your mind about a purchase, you may request a return within 14 days of receiving your order, provided the product is unused and unopened.

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For hygiene and product integrity, we cannot accept products that have been opened or used where the relevant hygiene rules apply.

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How do I return my order?

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Please email us before sending your order back.

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Email:

kembeauty7@gmail.com

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Please include:

• Your order number

• The product(s) you would like to return

• The reason for your return

Our team will provide you with the appropriate next steps.

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Please do not send a return to us without contacting our team first.

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Who pays for return delivery?

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For a change-of-mind return, the customer is responsible for the cost of returning the product to KEM.

We do not provide prepaid return postage for change-of-mind returns.

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This does not affect your statutory consumer rights where an item is faulty, damaged, not as described or otherwise does not conform to the contract.

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What condition does my return need to be in?

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Products must be returned:

• Unused

• Unopened

• In their original condition

• With any original packaging where reasonably possible

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Because KEM products are beauty and skincare products, we take hygiene and product integrity seriously.

We cannot accept products that have been opened or used where the law permits us to refuse the return for hygiene reasons. GOV.UK

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When will I receive my refund?

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Once your return has been received and inspected, we'll confirm whether it meets the requirements for a refund.

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Where a refund is due, it will be processed in accordance with applicable consumer law.

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Damaged, Faulty or Incorrect Orders

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We're here to help if something hasn't gone as expected.

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If your order arrives damaged, faulty or you have received the wrong product, please contact us as soon as possible.

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Email:kembeauty7@gmail.com

 

Please include:

• Your order number

• A description of the issue

• Photographs of the product and packaging where relevant

Please don't throw away the packaging until we've had an opportunity to review the issue.

We'll assess the situation and let you know the next steps.

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Nothing in this policy affects your statutory consumer rights. UK consumer law provides protections for goods that are faulty, not as described or not fit for purpose. GOV.UK

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Need help?

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We're here.

kembeauty7@gmail.com

 

When contacting us about an order, please include your order number so we can help you as quickly as possible.