Shipping policy
Shipping Policy
Thank you for shopping with Karla Cosmetics.
We are committed to delivering your order as quickly and safely as possible. Please review the information below regarding order processing, shipping times, tracking, customs, and delivery responsibilities.
Order Processing
Most orders are processed within 1–5 business days.
During busy periods, product launches, sales events, holidays, or promotional campaigns, processing times may be extended.
As many of our products are handmade in small batches, occasional delays may occur. If a significant delay affects your order, we will contact you using the email address provided at checkout.
Business days exclude weekends and UK public holidays.
Pre-Orders
Products sold on a pre-order basis will clearly state an estimated dispatch timeframe on the product page.
Any dispatch dates provided for pre-orders are estimates only and may be subject to change due to manufacturing, packaging, or supply chain delays.
If your order contains both pre-order and in-stock items, we may hold the order until all items are available or ship items separately at our discretion.
Shipping Destinations
We currently ship to the United Kingdom and selected international destinations.
If shipping is unavailable to your country at checkout, please contact our customer service team.
Estimated Delivery Times
Estimated delivery times begin once your order has been dispatched.
United Kingdom
- Standard Delivery: 2–5 business days
- Express Delivery: 1–2 business days
European Union
- Typically 3–15 business days
United States
- Typically 4–15 business days
Canada
- Typically 5–15 business days
Rest of World
- Typically 5–20 business days depending on destination
Delivery estimates are provided as guidance only and are not guaranteed.
Shipping Carriers
We use a range of trusted shipping partners depending on destination and service selected, including:
- DPD
- DHL
- FedEx
- Royal Mail
- Other approved local and international carriers
Carrier selection may vary without notice.
Tracking Information
Most orders are shipped using a tracked service.
Where tracking is available, tracking information will be provided by email once your order has been dispatched.
Customers are responsible for monitoring tracking updates and ensuring they are available to receive deliveries where required.
Incorrect Shipping Information
Customers are responsible for providing complete and accurate shipping information at checkout.
Karla Cosmetics cannot be held responsible for delays, failed deliveries, additional charges, or losses resulting from incorrect or incomplete shipping information supplied by the customer.
If an order is returned to us due to an incorrect address, additional shipping charges may apply before the order can be resent.
Customs, Duties and Taxes
International shipments may be subject to customs duties, taxes, import fees, brokerage fees, or other charges imposed by the destination country.
These charges are determined by local authorities and are outside of our control.
Where applicable, customers are responsible for paying any customs duties, taxes, or import charges unless otherwise stated at checkout.
Failure to pay applicable charges may result in delays, returns, or disposal of the shipment by customs authorities.
Customs Delays
International shipments may occasionally be delayed due to customs inspections or clearance procedures.
Karla Cosmetics cannot control customs processing times and is not responsible for delays caused by customs authorities.
Lost, Delayed or Missing Orders
If your order has not arrived within a reasonable period after the estimated delivery timeframe, please contact us.
We may request that customers allow additional time for carrier investigations before a replacement or refund can be considered.
Orders marked as delivered by the carrier may require customers to contact local delivery offices, neighbours, building management, or other household members before a claim can be investigated.
Damaged Orders
If your order arrives damaged, please contact us within 7 days of delivery.
Photographs of the damaged product, packaging, and shipping label may be required to assist with our investigation and any carrier claim.
Refused or Unclaimed Shipments
If a shipment is refused, unclaimed, or returned due to unpaid customs charges, incorrect address information, or failure to collect from a carrier collection point, any return shipping costs, customs fees, or carrier charges incurred may be deducted from any eligible refund.
Order Changes and Cancellations
Due to the speed at which orders are processed, we cannot guarantee that orders can be changed or cancelled after they have been placed.
Customers should contact us immediately if changes are required, and we will do our best to assist.
EU Consumer Rights
Customers located within the European Union and European Economic Area may have additional statutory rights regarding cancellations and returns.
Please refer to our separate EU Consumer Rights & Returns Policy for full details.
Contact Us
If you have any questions regarding shipping, please contact:
Karla Cosmetics Ltd
United Kingdom