Refund policy

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: £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.


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.

 

 

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.

If your parcel appears lost or is marked “delivered” but you haven’t received it, please contact customercare@katesomerville.co.uk within 7 days of the expected delivery date.

 

 

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

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. 

 

 

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.