Delivery & Shipping

SHIPPING POLICY

Embark on an extraordinary journey with us as we whisk your order through the magical world of Karla Cosmetics! ✨

Whilst we always aim to dispatch your order as quickly as possible, shipping times are estimates only and can be affected by customs procedures, courier networks, weather events and seasonal demand.

ORDER PROCESSING

Orders are processed Monday-Friday (excluding UK Bank Holidays & Christmas Period).

Orders placed after our daily cut-off time, during weekends or public holidays will be processed on the next working day.

Please note that Karla Cosmetics works with third-party fulfilment partners and automated shipping systems. As a result, orders are often processed very quickly after being placed.

Once an order has entered processing, changes cannot usually be made.

UK SHIPPING

DPD Next Day Delivery

Order before 12pm (Monday-Friday) for dispatch the same working day.

Orders placed after 12pm, on weekends or UK Bank Holidays will be processed on the next working day.

Please note:

• Next Day Delivery is not guaranteed.
• Delivery aims are provided by the courier and may vary.
• Delays may occur during busy periods, weather events or courier disruptions.

FREE UK SHIPPING

Free UK shipping is available on orders over £100.

Please note that Northern Ireland may be subject to separate courier surcharges which are calculated at checkout.

USA SHIPPING

Good news for our USA customers! 🇺🇸

We currently cover all applicable import tariffs and fees for qualifying USA shipments, allowing your order to arrive with no unexpected charges.

Please note:

• Orders typically take around 1 week to reach customs.
• Customs inspections can take between 1–4 weeks or longer.
• Tracking may temporarily pause whilst customs clearance is taking place.
• This is a normal government-controlled procedure.

Once customs clearance is complete, delivery will resume.

EUROPEAN & INTERNATIONAL SHIPPING

We ship worldwide using fully tracked international delivery services.

Estimated delivery times:

• Europe: 3–15+ working days
• Rest of World: 5–20+ working days

Please note these are estimates only.

International deliveries may experience delays due to:

• Customs inspections
• Government border checks
• Local postal services
• Weather disruptions
• Peak seasonal demand
• Carrier operational issues

CUSTOMS, IMPORT FEES & TAXES

All international orders (outside the United Kingdom) may be subject to:

• Customs duties
• VAT/GST
• Import taxes
• Handling fees
• Brokerage charges

These charges are determined by your country's customs authority and are the responsibility of the customer unless otherwise stated.

We strongly recommend checking your country's import requirements before placing an order.

If customs fees are refused and a parcel is returned to us:

• Any carrier charges
• Return shipping costs
• Customs return fees
• Handling charges

may be deducted from any applicable refund.

CUSTOMS CLEARANCE

Customs clearance is controlled entirely by government authorities.

Unfortunately, Karla Cosmetics cannot influence or expedite customs inspections.

Please allow up to 4–8 weeks for customs processing in some countries.

Tracking updates may pause during this period and this does not necessarily indicate a lost parcel.

ORDER AMENDMENTS & ADDRESS CHANGES

Please carefully review your order before completing checkout.

Customers are responsible for ensuring all details entered are accurate, including:

• Recipient name
• Address
• Apartment/unit numbers
• Postcode/ZIP code
• Telephone number
• Email address

Once an order has been placed, we cannot guarantee changes to:

• Shipping addresses
• Products ordered
• Shipping methods
• Order contents
• Combined orders
• Order cancellations

As orders are processed rapidly through our fulfilment systems, amendments are usually not possible.

INCORRECT OR INCOMPLETE ADDRESSES

If an incorrect or incomplete address is supplied:

• Delivery delays may occur.
• The parcel may be returned, held, redirected or destroyed by the carrier.
• Additional shipping charges may apply.
• Refunds will not be issued whilst the parcel remains in transit.

If a parcel is returned to us due to an address issue, we may offer a reshipment once the parcel has physically arrived back at our warehouse.

Additional shipping charges may apply.

TRACKING YOUR ORDER

Tracking information will be emailed to you once your shipping label has been created.

Please allow up to 24 hours for tracking information to begin updating after dispatch.

You can track your shipment using the tracking number provided in your dispatch confirmation email.

PARCELS MARKED AS DELIVERED

If your parcel is marked as delivered but cannot be located:

1. Check with household members.
2. Check with neighbours.
3. Check safe places around your property.
4. Contact the courier directly.

If the parcel still cannot be located, please contact us within 14 days of the delivery scan.

Failure to notify us within this period may impact our ability to raise an investigation with the carrier.

DAMAGED PARCELS & MISSING CONTENTS

If your parcel arrives damaged, please contact us within 48 hours of delivery.

You may be asked to provide:

• Photographs of the parcel
• Photographs of the shipping label
• Photographs or CCTV of the damaged contents
• Any additional information requested by the carrier

All damaged parcel and missing content claims must be investigated by the delivery carrier before a refund, replacement or compensation can be considered.

Carrier investigations may take 7–14 working days or longer.

PARCELS IN TRANSIT

A parcel that remains active within a courier network is not considered lost.

Refunds will not be issued for parcels that are:

• Still in transit
• Awaiting customs clearance
• Awaiting collection from a collection point
• Under carrier investigation
• Delayed due to customs or courier operations

PRE-ORDER ITEMS

Please note that any order containing a pre-order item will be held until all items are available for dispatch.

We strongly recommend placing pre-order items on a separate order if you require other items sooner.

Lead times for pre-order products are displayed on the individual product page.

Once a pre-order is placed, stock is reserved specifically for you.

NO REFUNDS OR CANCELLATIONS WILL BE ISSUED FOR PRE-ORDER ITEMS.

BUSY SEASONS

Please expect longer processing and shipping times during:

• Black Friday
• Product launches
• Christmas
• Major promotional events

CONTACT US

Need help?

Our friendly Customer Support Team is always happy to assist.

Email: support@karla-cosmetics.com

or orders@karla-cosmetics.com

Business Hours:
Monday-Friday
9:00am – 5:00pm (UK Time)