Shipping & Returns

Effective Date: 10 November 2025

At Kate Somerville, we want your experience — from checkout to unboxing — to be smooth, transparent, and dependable.
 This policy explains how we handle shipping, delivery, returns, and refunds for purchases made through katesomerville.co.uk.

 

 

1. Who We Are

This website is operated by Kate Somerville Skincare Limited, part of the Rare Beauty Brands portfolio.

Contact us:
 customercare@katesomerville.co.uk
 +44 (0)20 1234 5678 (placeholder)

Our authorised UK distributor operates from:
 399 Boylston St, Ste 650, Boston, MA 02116 USA (operating in the UK)

 

 

2. Order Processing

  • Orders placed before 2:00 PM (UK time) are usually processed within 1–2 working days.

  • During busy periods (promotions, holidays), processing may take slightly longer.

  • You’ll receive an email confirmation once your order is on its way.

We reserve the right to refuse or cancel an order if stock is unavailable, payment is not authorised, or fraudulent activity is suspected.

 

 

3. Shipping Options & Delivery Times

We currently only ship within the UK. We do not deliver to Republic of Ireland, Isle of Man, Jersey & Guernsey.

  • Standard Delivery: £5.95, delivered in 3-5 working days by Royal Mail. Free for orders over £30+.

Delivery times are estimates only. We work with trusted courier partners to ensure timely delivery, but external factors (e.g., weather or strikes) may occasionally cause delays.


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.

 

 

4. Tracking Your Order

Once dispatched, you’ll receive an email with a tracking link.
 You can also log in to your account to view your order status and shipment details.

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 (e.g., USPS, FedEx, UPS). 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.

 

 

5. Customs and Taxes

All prices shown include VAT. Orders shipped within the UK do not incur additional customs charges.

If you are ordering from outside the UK, additional duties or taxes may apply — these are your responsibility as the importer.

 

 

6. Returns & Cancellations

We want you to love your Kate Somerville products. If you’re not fully satisfied, you may return eligible items within 30 days of purchase for a refund to your original payment method.

To Qualify for a Return

  • The product must have been purchased directly from katesomerville.co.uk. If the products were purchased from a different retailer, please contact them directly to initiate the process.

  • The product must be at least half full and returned in its original packaging.

  • Shipping fees are non-refundable unless the item is faulty or misdescribed.

 

 

7. How to Return a Product

To start a return, email customercare@katesomerville.com with your order number and reason for return.

 

 

8. Faulty, Damaged, or Incorrect Items

If your order arrives damaged, incomplete, or incorrect, contact us within 7 days.
 We’ll arrange a replacement or refund and cover return shipping where the issue is our error.

You’re entitled to a repair, replacement, or refund under the Consumer Rights Act 2015.

 

 

9. Gift Returns

If you received a product as a gift, we can issue a store credit for the product’s value once the item is returned.
 Please provide the original purchaser’s name or order number if available.

 

 

10. Subscription Orders

If you’re part of our Auto-Replenishment programme, you can modify or cancel your subscription anytime through your online account or by contacting customercare@katesomerville.co.uk before your next renewal date.
 Returns for subscription products follow the same policy.

 

 

11. Refund Processing

Refunds are issued to your original payment method.
 Depending on your bank or card issuer, it may take up to 10 working days to appear on your statement.

 

 

12. Policy Updates

We may update this Shipping & Returns Policy to reflect operational or legal changes.
 When we do, we’ll update the “Effective Date” at the top of this page.

 

 

13. Contact Us

Kate Somerville Skincare Limited
 Part of Rare Beauty Brands
 customercare@katesomerville.co.uk
 399 Boylston St, Ste 650, Boston, MA 02116 USA (operating in the UK)
 +44 (0)20 1234 5678

 

 

Our promise:

We’ll always aim to deliver exceptional service, from checkout to your doorstep.