We are experiencing a higher volume of contacts than usual, so it may take a little longer than normal to get back to you. Our average response time is currently up to 2 working days.
If you have already emailed our Customer Care team and haven’t received a response, please don’t worry as we are doing everything in our power to respond to you again as soon as possible.
9:00AM - 5:30PM
Closed weekends and bank holidays.
Our customer service phone lines are currently closed to support the high volume of emails we’ve got coming our way.
We hope you understand during these unprecedented times, you may experience some delays in your delivery reaching you, and delayed responses from our Customer Service Team. As priority, we’re working to increase our support network, and train other teams to be able to respond to customer queries.
Our website remains a safe, reliable place for you to shop.
In line with the current situation, we’re doing our best to support the high volume of emails we’ve got coming our way. We hope you understand during these unprecedented times, you may experience some delays in your delivery reaching you, and delayed responses from our Customer Service Team. We want to be as honest as possible; we’re currently taking up to 5 days to respond to emails. To help us get back to you (and other customers) as soon as possible, please only send one email about your order if you need to. We appreciate your understanding and patience as we do our best to meet the needs of all of our customers. As priority, we’re working to increase our support network, and train other teams to be able to respond to customer queries.
All orders are delivered by DPD.
UK Standard Delivery, £3.95. Free on orders over £30.
Please allow 3-5 working days for your delivery to arrive.
UK Next Day Delivery
Orders with these delivery methods are sent via DPD.
UK Next Day, £5.95. Free on orders over £90.
Orders must be placed before 12:30pm, Mon-Fri to qualify for Next Day delivery.
UK Saturday & Sunday Delivery
Saturday & Sunday Delivery, £7.95.
Orders must be placed before 12:30pm, Mon-Fri to qualify for Saturday delivery and Sunday delivery.
Due to the UK leaving the European Union, we have had to temporarily reduced the countries that we can deliver to. From this, we currently do not deliver to Ireland, Isle of Man, Jersey & Guernsey. Please keep an eye out on the website for further updates as these are updated promptly when we receive new information. Thank you for your patience whilst we navigate this.
Your satisfaction is important to us. If you are not completely happy with your Kate Somerville Skincare products purchased from our website, you may return them within 30 days of your order date.
Please follow the below steps to ensure proper returns processing:
- Contact customer service at firstname.lastname@example.org and provide them with your order number. The representative will provide you with Return Authorization and our address details.
- Pack up the products carefully so they are not damaged in transit, include original packing slip, seal the package and write the address given on the outside of the box.
- Take the package to your local Post Office. Your return will be shipped to us.
- Only returns that can be traced back to our warehouse will be credited.
Returns are processed within 5-7 days of receipt which can take between 7 – 21 days. Refunds on your credit/debit cards can take up to 30 days depending on your bank’s policies. We apologise that original and return shipping and handling fees are not refundable. Only products purchased through KateSomerville.co.uk may be returned. Returns will not be honoured for Kate Somerville Skincare products purchased from unauthorized sellers or through unauthorized distribution channels. Once an order has been processed through site, we are unable to cancel or amend orders. If you received a free gift with your purchase, you must return the free gift in addition to the products purchased. We do not offer partial refunds on kits/sets, all items must be included in your return to qualify for a full refund.
Kate’s Ultimate Rewards is the loyalty program exclusively for KateSomerville.co.uk customers. This program allows you to earn points for every online purchase, when you review products, and much more. These points can be redeemed for money off your online purchase, starting at 100 points, which equals £5 to shop with.
Kate’s Ultimate Rewards is a tier-based program that allows you to earn more points the more you spend within a 365-day period. You start as a Premier member, and can move up to Elite status, and eventually achieve Icon status where you enjoy the most perks and privileges.
- Points on every product purchase
- Exclusive Double Points shopping events
- Double points when you order using Subcribe + Save
- Birthday points
You achieve Elite status in Kate’s Ultimate Rewards program when you spend between £250 - £499 within the same 365-day calendar year.As an Elite member, you start earning more points and perks, including:
- A £10 off bonus reward for achieving Elite status
- 1.25 points earned on every purchase
- 125 birthday points
- 2.5x points earned during Double Points events
You achieve Icon status in Kate’s Ultimate Rewards program when you spend £500+ within the same 365-day calendar year.As an Icon member, you start earning our highest level of points and perks, including:
- A £20 off bonus reward for achieving Icon status
- 1.5 points earned on every purchase
- 150 birthday points
- 3x points earned during Double Points events