FAQs
At Kate Somerville, we want your experience — from browsing to delivery — to feel simple, transparent, and caring.
If you can’t find your answer here, our Customer Care Team is ready to help at
customercare@katesomerville.co.uk
+44 (0)20 1234 5678
ORDERS & DELIVERY
When will my order ship?
Orders are typically processed within 1–2 working days (excluding weekends and bank holidays). You’ll receive an email once your order has been dispatched.
How long does delivery take?
Delivery times vary depending on the shipping method you choose at checkout:
-
Standard Delivery: £3.95, delivered in 3-5 working days by Royal Mail. Free for orders over £30+.
-
Next Working Day Delivery: £5.95 for orders placed before 12pm Monday-Friday. Free for orders over £120. Excludes bank holidays and weekends. Delivered by Royal Mail on Tracked 24.
-
Saturday Delivery: £7.95 for orders placed before 12pm Monday-Friday. Excludes bank holidays and weekends. Delivered by DPD.
-
Important Information about Next Day & Saturday Delivery:
If your order was placed after 12pm on Monday-Friday your order will be delivered a day later than the expected delivery date. For example: if your order was placed on a Friday after 12pm your delivery date would be the following Tuesday. All information can be found on our shipping options at the checkout.
Do you deliver internationally?
The UK website serves customers within the United Kingdom only.
How can I track my order?
Once your order ships, you’ll receive a tracking email. You can also log in to your account to view your order status at any time.
My order hasn’t arrived. What should I do?
If your order hasn’t arrived within the expected timeframe, please:
-
Check your tracking details.
-
Confirm your delivery address.
-
Contact customercare@katesomerville.co.uk within 7 days of the expected delivery date. We’ll investigate with our courier partners and help resolve it.
RETURNS & REFUNDS
What is your return policy?
30-Day Satisfaction Guarantee – beyond your statutory rights, you can return products within 30 days if you’re not completely happy. Products must be purchased directly from katesomerville.co.uk, be at least half full, and returned in original packaging. Shipping fees are non-refundable unless the item is faulty or misdescribed.
How do you start a Return?
-
Please initiate your return in our returns portal. If the products were purchased from a different retailer, please contact them directly to initiate the process.
Once received and inspected, refunds are typically processed within 7–10 business days.
We do not currently offer direct exchanges; instead, please return the item and place a new order.
Can I exchange a product?
We don’t currently offer direct exchanges. Please return your product for a refund and place a new order.
What if my item is faulty or damaged?
We’re sorry if this happens. Please contact customercare@katesomerville.co.uk within 7 days of receipt with your order number and photos.
Under the Consumer Rights Act 2015, you’re entitled to a repair, replacement, or refund for faulty goods.
ACCOUNT & SUBSCRIPTIONS
Do I need an account to order?
No. You can check out as a guest or create an account to track orders, save details, and manage subscriptions.
What is Auto-Replenishment?
Our Auto-Replenishment programme lets you receive your favourite products on a recurring schedule. You’ll be billed automatically before each delivery but can modify or cancel at any time through your account or by emailing us before renewal.
How can I update my account details?
Log in to your account on our website to update your delivery address, payment method, or personal information.
PRODUCTS & FORMULAS
Are your products cruelty-free?
Yes. Kate Somerville is proudly cruelty-free. We never test on animals and do not allow our suppliers to do so.
Are your products suitable for sensitive skin?
Many of our formulas are developed with sensitive skin in mind. However, we recommend patch-testing before first use and consulting a dermatologist for specific concerns.
Where are your products made?
Kate Somerville products are manufactured in the United States and select international facilities that meet our quality and safety standards.
Do you offer product samples?
Samples are occasionally included with orders and promotions. Availability may vary based on stock.
PROMOTIONS, DISCOUNTS & GIFT CARDS
How do I use a promo code?
Enter your code at checkout in the “Discount Code” field and click “Apply.”
Only one code can be used per order unless otherwise stated.
Do you sell gift cards?
Yes. Kate Somerville gift cards are available online. They do not expire and cannot be redeemed for cash (except where required by law).
Can I return an item bought with a gift card?
Yes. Refunds for purchases made with a gift card will be issued as store credit.
PRIVACY & SECURITY
How is my personal data used?
We respect your privacy and comply with the UK-GDPR and Data Protection Act 2018.
Read our full Privacy Notice for details on how we protect your data.
Do you store my payment details?
No. Payments are processed securely through trusted third-party providers, and we do not retain your card information.
OTHER QUESTIONS
Do you offer professional treatments or consultations?
Yes. Our Kate Somerville Skin Health Experts Clinic in Los Angeles offers professional treatments.
For updates on global clinic availability, visit the Clinic page on our US website.
Who can I contact for press or partnership enquiries?
Please email our UK press team at press@katesomerville.co.uk.
How can I contact Customer Care?
customercare@katesomerville.co.uk
+44 (0)20 1234 5678
Hours: Monday–Friday, 9:00–17:00 (UK time)
POLICY LINKS
For full details on your rights and our policies, please see: