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: +44 844 822 8907
Monday-Friday
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.

 

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.
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.
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.
Auto-Replenishment
Joining Subscribe & Save is easy; it can be done while browsing on a product page or while reviewing items in the shopping cart. To subscribe, simply select the Subscribe & Save option for your desired product, select your preferred delivery frequency and then check out as normal.

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.

Cancel subscription:
• 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.

You can view your future orders in the 'My Next Order' tab in the 'My Subscriptions' section of your account. Your very next scheduled order will be displayed. To see additional deliveries, click on the down arrow next to the next scheduled order date below 'View Upcoming Orders.

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.

Yes! To do so, you must be logged into your account. Visit the item's page you wish to add to your order, and find the 'Add To My Subscribe & Save Order' button. When you click this button, you will have the option to add the item as one time only or as a subscription. You can also find these instructions in the 'My Next Order' tab in the 'My Subscribe & Save' section of your account.
All Subscribe & Save subscriptions require a credit or debit card payment. Alternative payment forms, such as PayPal, cannot be accepted.