Delivery & Shipping

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

EXCLUSIVE DELIVERY RATES

UK: £1 SHIPPING ON ALL ORDERS OVER £100.00 GBP

EU: £10 SHIPPING ON ALL ORDERS OVER £120.00 GBP

USA: $10 SHIPPING ON ALL ORDERS OVER $120.00 USD

CANADA: $10 SHIPPING ON ALL ORDERS OVER $200.00 CAD

Black Friday & Christmas Season

During the upcoming festive season, we highly recommend allowing extra time for processing and delivery due to the increased volume of orders. The holiday rush can impact shipping times, so plan ahead to ensure your gifts and purchases arrive in time for the celebrations. For any last-minute gifts, we've got you covered! Treat yourself or a loved one to one of our KC gift cards. You'll receive an instant confirmation in your email.

How can I track my order?

Once your order has been placed, you will receive your DPD tracking details within 24 hours to the email address you registered with. You can track your parcel and stay updated on its location and delivery status by accessing this information on the DPD website, through the free My DPD App or by SMS!

What's the timeline for shipping my order?

Your order's dispatch timeline varies based on your chosen shipping method:

  • Standard Shipping: Sent out in 2-3 working days.
  • Express Shipping: Dispatched the following business day.
  • Lightening Shipping: Exclusive for a selection of destinations. Orders are dispatched the next business day with an upgraded service.

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.

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 DPD 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 DPD 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 10 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 UK time.