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:
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Standard Delivery: £5.95, delivered in 3-5 working days by Royal Mail. Free for orders over £30+.
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:
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Check your tracking details.
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Confirm your delivery address.
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Contact customercare@katesomerville.co.uk within 7 days of the expected delivery date. We’ll investigate with our courier partners and help resolve it.
What are the holiday shipping cut off dates for 2025?
The holiday season is here, and we want to make sure your gifts arrive on time! To help ensure delivery by 25 December 2025, we strongly encourage placing orders before or by 18 December 2025 to avoid potential delays from weather or increased seasonal volume.
SHIPPING, TRACKING, LOST PACKAGES
My tracking status shows my order is delayed with the carrier. What should I do?
If your order has been delayed by the shipping carrier and has not been delivered within 10 business days of the last expected delivery date, you must submit a lost package claim directly with the carrier. Please contact the shipping carrier to initiate the claim process. We recommend keeping a record of your claim number and any communication with the carrier.
My tracking status says my order was delivered, but I never received it. What should I do?
If your tracking status shows "Delivered" but the package is missing, you must submit a claim directly with the shipping carrier as soon as possible. Once the carrier marks the package as delivered, it becomes a delivery dispute between the customer and the carrier. Contact the carrier immediately to report the missing package and file a claim. You may also want to check with neighbors or building management, as packages are sometimes misdelivered.
Who is responsible if my package is lost or missing after it has shipped?
Once a package leaves our facility and is scanned into the carrier's system, we are not responsible for lost, missing, or stolen packages. The shipping carrier assumes responsibility for the package's safe delivery. Any claims for lost, missing, or stolen packages must be filed by the customer directly with the carrier. We cannot file these claims on your behalf.
Our Responsibility: We ensure your order is packed correctly and handed over to the designated shipping carrier.
Note: We strongly recommend choosing a secure delivery location.
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?
To start a return, email customercare@katesomerville.com with your order number and reason for return.
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: