Delivery & Shipping
Embark on an extraordinary journey with us as we whisk your orders away through the mystical realm of our shipping process!
DELIVERY RATES
Rates are calculated at checkout.
How can I track my order?
When you place an order on our store, it will be dispatched from Karla Cosmetics HQ within 5 days. You will receive an order confirmation email upon placing your order. Once your order is shipped, you will receive a notification.
How long until my order arrives?
Our trusted delivery partners aims to deliver your parcel efficiently however delays may occur due to weather conditions, customs inspections or other factors beyond our control. If you have not received your order within 14 days of it being dispatched, please reach out to our Customer Support Team within this timeframe for us to be able to assist. We regret to inform you that if you contact us outside of the 14day window, we cannot guarantee that an investigation can be opened.
What days do you dispatch parcels?
Our dedicated team dispatch parcels on working days (Monday - Friday) excluding UK Bank Holidays.
Do you ship to PO BOX addresses?
We regret to inform you, we are unable to dispatch orders to PO BOX addresses. If you do enter this type of address, your parcel will be returned back to our warehouse.
Busy Seasons
Expect longer processing and shipping times during Black Friday, New Launches, and Christmas due to increased orders. Plan ahead for timely deliveries. If you're in a rush, our KC gift cards offer instant email confirmation – perfect for last-minute gifting!
Why can't I find shipping options for my country?
We are sorry for the inconvenience, but due to certain restrictions, we might not have standard shipping options available for every location. However, we're eager to help! Please contact our Customer Support Team and we'll see if we can craft a custom shipping quote specifically tailored to your country.
Do I need to pay customs or import duties?
We would like to inform our customers that any customs and import taxes that may apply are the sole responsibility of the buyer. This now includes all EU countries after Brexit.
Please note that, in the event that customs and import duties are applicable, payment must be made by the buyer prior to receiving the goods. These fees are beyond the control of Karla Cosmetics and we cannot be held liable for them. Delays due to customs are also not the responsibility of Karla Cosmetics.
If customs duties are not paid, the order will be returned to our premises and a shipping and handling fee will be deducted from your refund. A refund can only be processed once we have received the returned package of non opened goods.
Help! I have not received my order.
If you have not received your order within 14 days of it being dispatched, please reach out to our Customer Support Team with your order number within this timeframe for us to be able to assist.
International deliveries
For international deliveries, parcels might be left at your front door or in shared communal areas if you live in an apartment. Please bear this in mind before completing your order.
For smoother customs clearance, if you have a PID (Personal Identification Number) or TAX ID, please include it when placing your order. Without this, it may cause a delay in delivery.
Incorrect address & delivery information
If our carriers alerts us about any missing or incomplete address details including no door access codes, we'll promptly reach out to you via email to correct it. However, in some cases, not having this information can result in the parcel returning to us. Relevant shipping and handling fees might be deducted in such instances.
During checkout, it's crucial to ensure that your delivery address is both accurate and complete. If we're informed by about any discrepancies once the parcel is en route, an additional charge of £8.50 admin fee will be charged.
My order has been marked as delivered but I have not received it.
We regret to hear that your order hasn't reached you. Should your order status indicate "delivered" but it's nowhere in sight, please initiate the following steps:
1. Check Locally: Often, someone within your household or a neighbour may have received the package on your behalf. Additionally, inspect around your property to ensure the parcel wasn't placed in a concealed spot for safety.
2. Contact the Courier: The immediate next step is to reach out to your local courier service since they had the last contact with your order. This can help determine if there's any insight they can offer about the delivery.
3. Report Lost Parcels: If the courier confirms the loss of your order, kindly forward this verification to our Customer Support Team.This allows us to liaise directly with the courier, initiate an investigation, and provide you with any necessary documentation that outlines your previous actions regarding the parcel.
It's crucial to note that once we begin our investigation with the courier, the process can take up to a few weeks to resolve. Within this period, we are unable to offer resends or refunds. Following the completion of the investigation, any actions we take will be based on the claim's outcome, which will be deemed conclusive.
Furthermore, as part of our company's policy, it is essential for you to inform us within 14 days of the order being marked as "delivered" if you haven't received it. Failure to do so may affect the potential to raise an investigation.
My product has arrived damaged
We genuinely apologise for this inconvenience. Given we work with third-party couriers, such occurrences, though regrettable, can sometimes be out of our control. Rest assured, we're committed to resolving this for you. Please share with our Customer Support Team photos of the damaged items, the parcel, and the shipping label, enabling us to initiate an enquiry. This is essential within 48 hours of parcel receipt to facilitate our assistance.
Need to get in touch with us?
Our friendly & dedicated Customer Support Team is always happy to assist you!
Feel free to reach out through our live chat or drop us an email at support@karla-cosmetics.com
Our business hours are between 9am-5pm (Monday-Friday) UK time.