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Shipping Policy

Dispatch

UK orders received by 12pm, Monday to Friday, will be dispatched the same day for next day delivery via DPD. Orders received after 12pm, at a weekend or on a Bank Holiday will be dispatched the following working day for next day delivery. You will receive a tracking number as soon as your parcel has been dispatched.

If an order is made on Friday before 12pm your goods will be dispatched the same day and delivered on Monday. Should you require a Saturday delivery then please email customercare@katemciverskin.co.uk.

Please note that DPD will provide you with a one hour delivery slot for your order on the morning of your delivery date.

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.

Please note that DPD have initiated specialist measures in all of their operations to prevent the spread of COVID-19.

All parcels shall be delivered by leaving the parcels at a distance of two meters from the consignee, without making any direct contact. The consignee's signature on the courier’s scanner shall usually be replaced by one of the following processes:

1. The courier asks the 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 the parcel has been delivered to the 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 a two meter 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 Times

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

 

Lost Products

If your products have not arrived within one working day (accounting for the above timescales), we suggest you wait 24 hours to allow for any unforeseen delay and check your tracking number and the details you have entered to ensure they are correct. We also suggest that you check whether DPD have left the parcel in a safe place.

If after following these steps your parcel has still not arrived, please email customercare@katemciverskin.co.uk so we can contact DPD, please note however that there is a 48 hour response time from DPD.

If after contacting Customer Care your parcel arrives, please notify us immediately using the above email address.

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

Returns. In the event of DPD being unable to deliver e.g. if you have supplied an incorrect address, then the original £4 charge will stand and you will be charged with the reshipping cost. You will receive this request via email - until this is paid, the product will not be sent. 

 

Damaged Items

If you receive a damaged item, please notify us by sending an email to customercare@katemciverskin.co.uk. We endeavour to respond within 24 hours.

 

Delivery Process to Business Customers

The courier will deliver the parcels to premises and will take a picture of the 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 the consignee.

 

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 a separate secure server. It prevents the courier from copying or forwarding photos to third parties. The consignee has the right to disagree with the image and to choose the delivery of the parcel to a DPD Pickup terminal locker.

 

Exporting

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

If your order is more than 2 kilos in weight, we will contact you directly to arrange the cost of the courier service and insurance for the goods being sent. We will then confirm and send you a separate invoice for delivery, deducting the payment for the standard delivery charge.  Remote Areas should your address be classed as a remote location then additional charges will apply and we will email you prior to dispatch.

If we are made aware that we are not permitted to deliver to an international address we will contact you and make arrangements to refund your items.

Europe

Express shipping: 1-2 business days

Within the EU, you will incur additional costs to import from the UK since Brexit.  Please be mindful of your own countries VAT and admin charge for imported goods.  Our customer care team will email you a reminder before goods are shipped.

Outside Europe

Express shipping: 2-5 business days

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

Southern Ireland is sent via DPD - 2 days 

For destinations outside of the UK 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 actual delivery time depends on your country, but your order will be delivered within 1-5 working days. Once your order is shipped, you will receive a new shipping notification from DHL Express. DHL ODD will 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 customise 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 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 a neighbour: Leave the package at your neighbour, reception or guard
  • Deliver my package at a DHL Service Point: Hold for Pick‐up Collection
  • Request to store my package: Vacation Hold safekeeping your parcel up to 30 days

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

For destinations outside the UK 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, insurance and discounts - please contact customercare@katemciverskin.co.uk.

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