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Shipping Policy

UK deliveries are sent via DPD - next day delivery when ordered up to 12pm the previous day - Monday - Friday 

Dispatch 

We aim to despatch within the working days [Monday to Friday excl. bank holidays], which means that you receive your order within 1 working days from the date it was despatched.  You will receive the tracking number as soon as it's dispatched. 

Please see changes below to DPD's delivery procedure during the current pandemic

Lost products

If your products not arriving the next day, we suggest you wait 24 hours to see if they arrive, check your tracking number and the details you have entered are correct.  Also we suggest you check a safe place.

If there is an issue please email customercare@katemciverskin.co.uk we will then get in touch with DPD and please be aware they have a 48 hour response time. 

In the meantime should your parcel arrive, please advise via email.

Replacements will only be sent when confirmation is received from DPD that the parcel is either lost, missing or returned to us.

Returns due to unable to deliver will be charged at the normal rate of £4 along with the reshipping cost, you will receive this request via email, until this is paid the product will be not sent. 

 

Coronavirus changes parcel delivery processes

Dear Customers,

With regard to the current situation in Lithuania and the world caused by coronavirus (COVID-19), we endeavour at reducing risk for Your customers and couriers. We are a responsible company of parcel delivery, so we initiate preventive measures and we induce all the customers to contribute.

Updated 26 03 2020

 

CONTACTLESS DELIVERY OF PARCELS

Contactless delivery is started on 16 Mar 2020 (Monday). All the parcels shall be delivered by leaving the parcels in the distance of 2 meters from the consignee, without making any direct contact. The consignee's signature on the courier’s scanner shall be replaced by one of the following processes.

 

DELIVERY PROCESS TO PRIVATE CONSIGNEES.

1. Courier asks consignee to show a valid ID (passport, ID card, driving licence, residence permit) from a distance and enters the last 5 digits of the document (not personal code) to the courier's device. This fact is considered as proof that parcel has been delivered to consignee.

2. If the consignee does not have a document or refuses to provide it, the courier offers to take a photo of the consignee with the parcel from 2 m distance.

3. If the consignee refuses to take a photo, the parcel could be redirected by courier to the most convenient DPD Pickup terminal locker (if the dimensions and weight allow).

4. If the consignee refuses to perform the aforementioned actions, the courier shall not deliver a parcel. The parcel shall be returned to the sender.

DELIVERY PROCESS TO BUSINESSES CUSTOMER

 Courier will deliver the parcels to premises and will take a picture of parcels. Fragments of the premises must be visible in the photo. This photo will be considered as proof that the parcel has been delivered to consignee.

Information. We will notify private recipients about changes in the process in the evening before delivery and on the morning of delivery. The recipients of business companies will be notified additionally. Youshould notify your customers about contactless delivery by posting this information on your website, and by notifying the customers additionally by e-mail, text messages and otherwise.

Restrictions. A courier cannot enter flats or private houses, except for premises of common usage, i.e. corridors, staircases, etc. Entry to business premises shall not be restricted.

Legal information. The consignee's photo (image) will be processed for the purposes of parcel delivery, claims and complaints. Information is stored for 7 months. Photos captured by a scanner will automatically be transferred to separate secure server. It prevents courier from coping or forwarding photos to third parties. Consignee has the right to disagree with the image and to choose the delivery of the parcel to DPD Pickup terminal locker.

 

 

DPD on the morning of your delivery will provide you with a 1 hour delivery slot for your order.

We suggest you download the DPD App to update your delivery preferences, make in flight changes to your delivery options and follow your delivery on its route.  If ordered Friday before 12pm you goods will despatched the same day and delivered Monday.

Should you require a Saturday delivery email customercare@katemciverskin.co.uk.

USA - Currently on hold - we will recommence deliveries to America shortly please email - customercare@katemcvierskin.co.uk to join mailing list

European and the Rest of the World orders are sent by DHL Express

*If your order goes over the Value of £100 and 5 kilo in weight, we will contact you directly to arrange the cost of the courier service and insurance for the goods sent.  We will then confirm and send you a separate invoice for delivery deducting the payment for the standard delivery charge

Some countries are not permitting parcels currently we cannot post to India or China

*If we are made aware we are not permitted to deliver to the International address we will contact you and make arrangement to refund your items

Europe
Express shipping:  
(1-2 business days)

Outside Europe

Express shipping: (2-5 business days)

All international orders will be shipped with DHL EXPRESS, including On Demand Delivery service.

For destinations outside of Europe you may be subject to additional import duties and taxes, which are levied once the order reaches the specified destination. Any additional charges for customs clearance must be borne by you. We have no control over these charges and cannot predict what they may be. Contact your local customs office for further information.Fast Delivery time with DHL Express

Place your order before 12:00 on working days and your order will be shipped out the same day with DHL Express with On Demand Delivery (ODD) Service.

  • The delivery time depends on your country but within 1-5 days your order will be delivered.
  • Once your order is shipped, you will receive anew shipping notification from DHL EXPRESS.
  • DHL ODD notify you by email and/or SMS about your shipment’s progress and estimated delivery date/time. When this doesn’t fit your schedule, you can customize your delivery via DHL ODD and decide how, where and when the delivery takes place at the time and location that suits you best.DHL ODD is giving you maximum flexibility and greater control over your delivery.
  • DHL ON DEMAND DELIVERY offers flexible delivery options:
    * Deliver my Package on Another Day: Scheduled Delivery
    * Deliver my Package to Another Address: Alternate Delivery to work or family
    * Deliver my Package at a Safe Place: Authorize Shipment Release
    * Deliver my Package with Neighbor: Leave the package at your Neighbor, Reception or Guard
    * Deliver my Package at a DHL ServicePoint: Hold for Pick‐up Collection
    * Request to Store my Package: Vacation Hold safekeeping your parcel up to 30 days

DHL ODD gives you full control and you never miss another delivery.
Flexible, convenient and always at the right moment!

Useful information

Within Europe, our policy is to ship on DDP terms (delivery duty paid). This simply means that all duties and taxes are included in the price as written on the invoice. When placing an order from outside the EU, we exclude the vat from the original price, therefore this will automatically be deducted. 

Outside Europe, our policy is to ship DDU terms (delivery duty unpaid).

The estimated time of delivery is again a guideline. We try to make sure the package will arrive in the soonest possible manner. Due to payment authorization issues, stock fluctuations or other security purposes delay might be caused.

Obviously, we intend to speed up all processes when actions are needed. Because of these security measures we might also require documents of origin or nationality, address verification or proof of the authenticity of used cards or other payment methods. We sincerely ask for your understanding. Please always provide the correct information so we’re able to track down information as soon as possible when needed, to avoid any possible unnecessary delay.

A signature will always be required. Please in case of doubt or for any other reason send us an email to obtain information customercare@katemciverskin.co.uk.  Please don’t forget to name your order number and preferred contact detail. Accepting a third party’s signature is sufficient proof of accepted delivery.

If you do not receive your order within 2 working days from the date of despatch, please contact our Customer Services 

Damaged Items - If you have a damaged item you must send an email to customercare@katemciverskin.co.uk and we will come back to you within 24 hours.


We pass on to our customers only the exact courier cost to us and actually subsidise all European and the Rest of the World orders.

For destinations outside of Europe you may be subject to additional import duties and taxes, which are levied once the order reaches the specified destination. Any additional charges for customs clearance must be borne by you. We have no control over these charges and cannot predict what they may be. Contact your local customs office for further information.

If you wish to order a larger quantity then we can look at the customs duties please contact customercare@katemciverskin.co.uk 

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