EMAIL: customercare@katesomerville.co.uk

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.

 

PHONE: -
Monday-Friday
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.

 

Delivery
We are doing our best to be a responsible, contributing member of the wider community - while also prioritising the health and well-being of our immediate team. Both Kate Somerville HQ and Retail teams are now virtual as team members work from home, with salaries and wages remaining intact.

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.
UK Standard Delivery
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.
Returns

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 customercare@katesomerville.co.uk 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.

Here at Kate Somerville, we stand by our products unconditionally and provide the following guarantee. If for any reason you’re not 100% satisfied with any of our products, simply return them within 30 days from the date of dispatch. We’d be happy to assist you with a refund (minus the delivery charge). PLEASE NOTE: This guarantee does not apply to products purchased from other vendors.
Terms and Conditions
Once signed up to our email database an email will be sent containing a unique code for 15% off. This code offer cannot be combined with any other coupon offer. One offer per customer. Offer applies to regularly priced merchandise only. Offer does not apply to sale items. Offer valid on UK orders only.
One promo code per standard order per person while supplies last during specified period only. We reserve the right to substitute items and/or cancel promotions at any time. We reserve the right to decline the promotional offer for any order that does not meet specific criteria as deemed by the company. Kate Somerville promotions cannot be combined with any other offers. Savings apply to regular-priced merchandise only. Discount offer does not apply to sale items.
Auto-Replenishment

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.

You can earn points in a variety of ways, including:
  • Points on every product purchase
  • Exclusive Double Points shopping events
  • Double points when you order using Subcribe + Save
  • Birthday points
The number of points depends on the membership tier you’re in. View all member levels and points opportunities here
While there is no limit on the points you earn based on your purchases or when using Subsribe + Save, there are other monthly limitations on the number of points you can earn. Specifically, you can only earn up to 120 points for writing/sharing product reviews.
Kate’s Ultimate Rewards points remain in your account for 365 days from the date they were earned. After that time, they expire and disappear from your account.
You redeem your points for money off your purchase, starting at 100 points, which equals £5 to spend. Visit our Kate’s Ultimate Rewards program page here to learn more.

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
To view your Kate’s Ultimate Rewards balance and activity at any time, simply log into your account here. You’ll be taken to your account dashboard. Click on “Check Reward Points” to see your points balance. You can also click the “Rewards History” button for a detailed list program activity and accrued points.
To redeem your points for money off your next purchase, log in to your account and shop KateSomerville.co.uk. If you qualify to redeem your points for money off your purchase, you’ll be able to choose your reward on the cart page summary. You will then see your savings subtracted from your estimated total. Proceed and click “Checkout” to complete your purchase.