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: +44 844 822 8907
9:00AM - 5:00PM
Closed weekends and bank holidays.
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.
Free Delivery on all orders
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. To keep our delivery service as efficient as possible, we’ll be making some operational changes throughout our warehouse in the coming weeks. You may notice (if any) a slight delay in the despatch of your order, but rest assured we aim to get it to you as fast as we can.
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
After you join Subscribe & Save, you will receive an email confirming your subscription. This email will include a link to access the 'My Subscriptions' section in your account where you can manage your future orders, Subscription items and Subscribe & Save account information.
We will place your Auto-Replenishment orders automatically according to your selected frequency, and you will only be billed on the day the order is shipped. We will send you an email reminder 10 days before each Auto-Replenishment order. You will also receive email notifications regarding other important information related to your Auto-Replenishment account, such as if your item is discontinued or out of stock, if you cancel your subscription, and confirmation when an order is placed successfully.
Once you've joined, Subscribe & Save is easy to manage. You can change your next order date, skip an order, change your selected frequency, or cancel a subscription by visiting the 'My Subscriptions' section in your account.
Please allow up to 24 hours for modifications or cancellations to be processed.
Change an order date:
• To change your next order date, please visit the 'My Next Order' tab within 'My Subscriptions' and click the 'Change Date' button to the right of the next order date then select a new date for your order. This will change the order date for the entire order.
• If a Subscribe & Save order contains multiple items and you would only like to change the order date of a single item, please visit the 'My Subscriptions' tab and identify the individual item you would like to modify. Please click the 'Edit' link to the right of the subscription details and click the 'Change Order Date' button.
Change shipment frequency:
• To modify the delivery frequency for a subscription item, please visit the 'My Subscriptions' tab within 'Manage Subscriptions.' On this tab, the current delivery frequency is displayed next to each subscription item in a dropdown menu. To change the delivery frequency for an individual subscription item, simply click the frequency dropdown next to the subscription item you would like to modify and select your next desired frequency from the dropdown menu.
• To cancel a subscription item, please visit the 'My Subscriptions' tab and simply click the 'Edit' link to the right of the subscription details and click the 'Pause Subscription' button. You'll be prompted to confirm this action and indicate your reason for cancelling. Once you've selected a cancel reason and clicked the 'Pause Subscription' button, your subscription will be cancelled and no future orders will be placed. You will receive an email notification confirming this action.
Skip a delivery:
• To skip a subscription order, visit the 'My Next Order' tab within 'My Subscriptions' and click the 'Skip Delivery' button to the right of the upcoming order date dropdown to skip the entire order.
To review or modify your Subscribe & Save account information, visit 'My Subscriptions' located within your account. You can change your delivery address for an individual order or at the subscription item level, which is the default option and will affect all future orders.
To change your delivery address for an order, please visit the 'My Next Order' tab and click the 'Edit' link located directly to the right of the current delivery information. Select a previous delivery address from the dropdown menu or create a new one to add to your account. This address will apply to all subscriptions and future orders unless otherwise noted. To change your delivery address for a subscription, please visit the 'My Subscriptions' tab, click the 'Edit' link to the right of the subscription details and then click the 'Change Address' button.
Please remember to press OK and verify that your updated information saved successfully. We kindly ask that you allow up to 24 hours for modifications or cancellations to be processed.
The 'My Next Order' tab shows the details for your next scheduled order. An order may contain more than one individual item scheduled for Subscribe & Save if the items have the same order date, shipping address, billing address, and payment information.
The 'My Subscriptions' tab displays individual subscription items and all associated details for each individual subscription including next order date, quantity, delivery frequency and delivery address.
Subscribe & Save items that have the same order date, delivery address, billing address and payment method will ship as one order.
If you have more than one Subscribe & Save item and want the items to ship in the same order, simply visit the 'My Subscriptions' tab in the section of your account and change the next order dates to be the same. Also, confirm the orders are going to the same delivery address and have the same billing address and payment method.