How long until my order arrives?
Our trusted delivery provider DPD aims to delivery 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 10 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 10 day window, we cannot guarantee that an investigation can be opened.
During the upcoming festive season with Black Friday and Christmas, please be aware that delivery times may experience variations. We kindly request you to take this into consideration when placing your order. If, for any reason, your parcel does not arrive within 10 days from the date of shipment, please reach out with your order number to our Customer Support Team in order for us to raise an investigation.
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.
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 10 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. We regret to inform you that if you contact us outside of the 10 day window, we cannot guarantee that an investigation can be opened.
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 email@example.com
Our business hours are between 9am-5pm UK time.