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Delivery & Shipping

Embark on an extraordinary journey with us as we whisk your orders swiftly through the mystical realm of our shipping process! 

DELIVERY RATES

Shipping rates are calculated at checkout. If you are not provided a rate, we may not yet ship to your location. Please e-mail support@karla-cosmetics.com and we may be able to assist with a custom rate! 

How can I track my order?

The tracking information for your Karla Cosmetics order will be generated and sent out to you via e-mail when we print the label at our KC Warehouse in the heart of the UK. This means it may take a little while to update from this status, but rest assured, your parcel is, or will be, in transit within the next 24h! There will be a number, and a link to follow your order to your doorstep!

How long until my order arrives?

Here at Karla Cosmetics, we are dedicated to ensuring your shimmering parcel of Karla Cosmetics gets to your door safely and swiftly. However, the rest of the world isn’t always on our side, and shipping times can be impacted by a lot of factors, such as extreme weather events, system outages and staffing at courier companies. We kindly ask that customers allow up to 14 working days for their orders to arrive. If delivery takes longer than this, we suggest that you contact us at support@karla-cosmetics.com so that we can assist you in locating your package! Failure to contact us within this timeframe may impact our ability to assist you.

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 are able to 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.

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. 

Please ensure that you enter the correct shipping address at checkout. Once your order is placed, we cannot make any changes to the address. This is to ensure that your Karla Cosmetics products are delivered safely and accurately to you!

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.