Returns, Refunds, Cancellations and Changing My Order

Returns, Refunds, Cancellations and Changing My Order

 

At Karla Cosmetics, we work hard to process and dispatch orders as quickly as possible so your sparkle reaches you without delay. ✨

Please read the information below carefully before placing your order.

 

CHANGING MY ORDER

Karla Cosmetics and our fulfilment partners begin processing orders very quickly.

As a result, we cannot guarantee any changes once an order has been placed, including:

• Shipping address changes
• Product changes
• Shipping method changes
• Order cancellations
• Combining multiple orders
• Adding additional items to an existing order

If you notice an error, please contact us immediately at support@karla-cosmetics.com.

Whilst we will always try our best to help, amendments are usually not possible once an order has entered processing.

 

ADDRESS RESPONSIBILITY

Customers are solely responsible for ensuring the shipping address provided at checkout is accurate, complete and deliverable.

Please carefully check:

• Recipient name
• House/building number
• Street name
• Apartment/unit numbers
• Postcode/ZIP code
• Telephone number
• Email address

If an incorrect or incomplete address is supplied:

• Karla Cosmetics is not responsible for delivery delays or failed deliveries.
• Refunds will not be issued whilst the parcel remains active within the carrier network.
• Refunds will not be issued for parcels returned due to customer address errors.
• Additional shipping charges may apply for re-delivery attempts.
• If a parcel is returned to us, we may offer a reshipment once the parcel has physically arrived back at our warehouse.

Any replacement shipment will only be sent to a corrected address supplied by the customer.

 

RETURNS

If you wish to return an item, please contact support@karla-cosmetics.com within 14 days of receiving your order.

For hygiene and safety reasons, returned products must:

• Be unopened
• Be unused
• Be in their original condition
• Include all original packaging where possible

Customers are responsible for return shipping costs.

We strongly recommend obtaining proof of postage when returning any parcel.

Refunds cannot be processed until the returned goods have physically arrived back at our warehouse and have been inspected by our team.

 

EXCHANGES

If you wish to exchange an item, please contact us within 14 days of receiving your order.

Returned items must be:

• Unused
• Unopened
• In their original condition

We must receive and inspect the returned item before any exchange can be processed.

Customers are responsible for return shipping costs.

 

PRE-ORDERS

Any order containing a pre-order item will be dispatched according to the lead time stated on the product page at the time of purchase.

Please note:

• Any additional items purchased alongside a pre-order item will be held and shipped together.
• Lead times are estimates and may vary.
• Once placed, pre-orders cannot be cancelled.
• No refunds will be issued on pre-order items unless required by applicable consumer law.

 

INTERNATIONAL SHIPPING & CUSTOMS

International deliveries may be subject to:

• Customs inspections
• Import taxes
• Duties and tariffs
• Local courier delays
• Government processing procedures

These processes are outside of Karla Cosmetics' control.

Delivery estimates are not guaranteed and customs clearance may occasionally take several weeks.

Refunds will not be issued for parcels that remain:

• In customs clearance
• Awaiting customs payment
• Awaiting collection
• In transit
• Under carrier investigation

 

DAMAGED OR MISSING PARCELS

If your parcel arrives damaged or items are missing, please contact us as soon as possible.

Customers may be asked to provide:

• Photographs of the parcel
• Photographs of the shipping label
• Photographs of the contents
• Delivery information
• CCTV footage or other supporting evidence (where available)
• Any information requested by the courier

All claims must first be investigated by the delivery carrier.

Carrier investigations typically take between 7–14 working days but may take longer depending on the circumstances.

No refunds, replacements or compensation can be issued until the investigation has concluded.

 

PARCELS MARKED AS DELIVERED

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

• Check with household members
• Check with neighbours
• Check safe places around your property
• Contact the courier directly

Any missing parcel claims must be reported to us within 14 days of the delivery scan.

Failure to notify us within this timeframe may affect our ability to investigate the claim with the carrier.

 

REFUNDS

Refunds are only offered in limited circumstances and must meet our eligibility criteria.

Refunds cannot be issued for:

• Parcels still in transit
• Parcels delayed by customs
• Parcels awaiting collection
• Orders shipped to the address supplied at checkout
• Delivery delays outside of Karla Cosmetics' control
• Returned parcels not yet received back at our warehouse
• Carrier investigations that are still ongoing
• Refused customs charges
• Returned parcels due to incorrect address information

Where applicable, original shipping costs may be deducted from any refund.

Any approved refund will be processed within 14 days of approval.

 

CONTACT US

Need help?

Email: support@karla-cosmetics.com

or orders@karla-cosmetics.com

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

Our team is always happy to help wherever possible and appreciates your support of our small business. 💖