FAQs

Contact Us
Email: customercare@katesomerville.co.uk

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. We want to be as honest as possible; we’re currently taking around 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.


Please note our Customer Care team will be closed on the following days:

10-Apr-20 Good Friday
13-Apr-20 Easter Monday
08-May-20 Early May bank holiday (VE day)
25-May-20 Spring bank holiday
31-Aug-20 Summer bank holiday
25-Dec-20 Christmas Day
28-Dec-20 Boxing Day (substitute day)
01-Jan-21 New Year’s Day
ULTIMATE KATE REWARDS PROGRAM
UltimateKate Rewards is the loyalty program for KateSomerville.com. This program allows you to earn points for purchasing online, reviewing products and much more. The points can be redeemed for rewards.
All KateSomerville.com customers may enroll in the loyalty program.
Good news, enrollment is completely free!
Enrollment can be done by visiting http://www.KateSomerville.com/Rewards
There are lots of ways to earn points with Kate Somerville Rewards. Aside from product purchase, you can also earn points by writing product reviews and enrolling in auto replenishment. See below for all the ways you can earn points!
Number of Points
For each dollar spent 1 point
Auto-Replenishment (each dollar spent) 2 points
Write a product review 50 points
Yes, there are certain limitations on the number of points you can earn in a given period. See below for more details.
Number of Points
For each dollar spent no limit
Auto-Replenishment (each dollar spent) no limit
Write a product review 250 points per month
When you first earn points for certain activities, they will initially appear as pending. They only become available as redeemable points after the specified pending period has passed. You can view your pending and current point balance in your Kate Somerville Rewards account dashboard. Log in to your Kate Somerville account, go to My Rewards, then click on Activity to view your approved and pending points.
Pending Period
For each dollar spent 30 days
Auto Replenishment orders 30 days
Write a product review 30 days
UltimateKate Rewards Points expire 365 days after the date they were earned. You will receive an email notification at the beginning of the month informing you which of your points will expire.

You can redeem points for a variety of rewards. Visit the "Rewards" tab on the member page for a current list of program rewards.

    reward
300 points     Complimentary Cleanser of Choice: Valid with your next purchase. Limit one free cleanser per order
400 points     $10 Reward: Valid towards your next purchase of $10 or more
800 points     $25 Reward: Valid towards your next purchase of $25 or more
1250 points     $50 Reward: Valid towards your next purchase of $50 or more

UltimateKate Premier status is earned when you spend $700-1,499 per year. As a Premier member, you'll receive the following benefits:

• Free Expedited Shipping*
• 2 points per dollar
• 4 points per dollar for Auto Replenishment orders
• 4 points per dollar during Double Point Events
• Exclusive Travel-Size Birthday Gift during your birth month

*Unfortunately, expedited shipping is not available for orders containing any DermalQuench product, EradiKate Acne Treatment or any kits which may contain these items. Expedited Shipping is not applicable for shipments outside the US.

UltimateKate Premier Plus status is earned when you spend $1,500 or more per year. As a Premier Plus member, you'll receive these benefits:

• Free Expedited Shipping*
• 2 points per dollar
• 4 points per dollar for Auto Replenishment orders
• 4 points per dollar during Double Point Events
• Exclusive Full Size Birthday Gift during your birth month
• Skin Health Experts Concierge Service
• Exclusive first access to new products 

*Unfortunately, expedited shipping is not available for orders containing DermalQuench Liquid Lift, EradiKate Acne Treatment or any kits which may contain these items. Expedited Shipping is not applicable for shipments outside the US.

To view your balance and activity, log in to your account on KateSomerville.com. To log in, click on 'My Account' and enter your information. Once you are logged in, click on the 'Activity' within the 'My Rewards' page. You will find a detailed list of all program activity, and the points you have accrued for each action.
To redeem your points for rewards, login to your account and shop KateSomerville.com. When you are ready to checkout, proceed to “My Bag”. If you qualify for a reward, you may select a reward to redeem on the Rewards tab. Upon clicking “Apply” you will then see your reward savings subtracted from your subtotal. Proceed and click “Checkout” to redeem your reward and complete your purchase. To redeem your Free Cleanser, select this reward in “My Bag” and click “Apply”. You will then be prompted to choose 1 of 3 cleansers. Proceed and click “Checkout” to complete your purchase. You may only redeem one free cleanser per order.
Please contact our Customer Service department with any questions. They can be reached Monday – Friday, 9am-5:30pm PST by telephone at 1-800-984-KATE (5283) or by emailing Rewards@KateSomerville.com.
At this time, UltimateKate Rewards is an exclusive program of KateSomerville.com. Unfortunately, purchases of products and services at Kate Somerville Skin Health Experts Clinic do not count toward points earning activities.