KEM BLACK FRIDAY 2024

Terms & Conditions & Customer FAQ**

Last updated: November 2024

Thank you for choosing KEM. Below are the official Terms, Conditions, and Frequently Asked Questions for our limited Black Friday Event. These guidelines are designed to ensure clarity, transparency, and a smooth experience for every member of our community.

1. BLACK FRIDAY EVENT DATES

VIP Early Access

Starts: 27th November 2025

General Access

Starts: 28th November 2025 at 6:00 a.m. (GMT)

This is a limited, mini re-opening exclusively for the KEM community.

KEM has been closed for 6–7 months, and this Black Friday window is our first batch of orders since then. We are not fully re-opened, and normal operations will resume with the launch of our new website and upgraded systems during the first week of January 2026.

2. ORDER PROCESSING & DELIVERY TIMELINES

Guaranteed Delivery Window

All Black Friday orders will be delivered on or before 12 December 2024.
While most orders will arrive earlier, this cut-off gives us the necessary processing time due to the anticipated order volume.

We aim to exceed expectations, but we want to set an accurate and realistic window so no customer is disappointed.

Shipping Method

All orders will be shipped using:

Royal Mail Tracked 48
(2 working days delivery once dispatched)

Even with free shipping, we are keeping a tracked, reliable service for security and peace of mind.

Shipping Emails

You will receive the following email updates:

1. Order Confirmation Email – immediately after purchase

2. Processing Reminder Email – sent during processing to reassure you of the 12 December delivery guarantee

3. Packing Notification – when your order is being prepared

4. Dispatch Email + Tracking Number – once your parcel is shipped

Please allow a few hours after dispatch for the tracking link to update in the Royal Mail system.

3. STOCK AVAILABILITY & SPLIT SHIPMENTS

Certain items may arrive in separate packages:

KEM Pro Brush Set

If your order includes the KEM Pro Brush Set, this item may be shipped separately, as we are currently awaiting the final incoming shipment.
The stock has been dispatched to us and is in transit, but due to the high Black Friday volume, split shipping ensures you receive all items as quickly as possible.

You will receive tracking for each parcel if your order is split.

4. FREE SHIPPING FOR BLACK FRIDAY

To thank our community for their patience during our extended closure — and to compensate for longer processing times — all Black Friday orders come with free shipping.

5. ALL SALES ARE FINAL

Due to the exclusive nature of our Black Friday event and the volume of orders:

All sales are final.

We are unable to:

• Cancel orders

• Modify orders

• Change shades, items, quantities

• Update addresses or phone numbers

Even though the processing time is longer, we cannot safely locate and alter individual orders without risking fulfillment errors.

Exception: Damaged or Defective Items

If your item arrives:

• Damaged

• Faulty

• Incorrect

• Missing

We will replace or refund where applicable.
Contact us immediately with photographic evidence.

6. CUSTOMER SUPPORT

Our new customer support contact is:

support@shopkem.co

Please allow 24–48 hours for a response during the Black Friday period.

7. FAQ

Q: When will my order arrive?

All orders will arrive on or before 12 December 2024.
Many will arrive earlier, but this is the guaranteed latest date.

Q: Why is processing slow?

KEM has been closed for 6–7 months.
This Black Friday is a limited soft opening, not a full relaunch.
We are managing all orders with a small team to ensure accuracy and quality.

Q: Can I change my address after placing my order?

No. Due to the volume and the multi-stage batch processing system, we cannot make any alterations to orders once placed.

Q: Will I receive tracking?

Yes. Every order ships via Royal Mail Tracked 48.
You will receive tracking via email once dispatched.

Q: My tracking link isn’t updating yet.

Please allow a few hours after receiving your dispatch email for Royal Mail’s system to update.

Q: What if something is out of stock?

If any item (especially the brush set) is delayed, it will be shipped separately at no additional cost.

Q: Are items refundable or returnable?

All sales are final.
We only replace/refund damaged, defective, or missing items with proof

Q: When is KEM fully reopening?

Our official relaunch — with a new site, upgraded processes, new tools, and full inventory — is scheduled for January 2026 (first week).

8. FINAL NOTES FROM THE KEM TEAM

This Black Friday event is a thank you to our community who have waited, supported, and believed in KEM during our 6–7 month rebuild.
We are deeply grateful for your patience and trust.

Your orders will be fulfilled with care, accuracy, and transparency.
We promise you will receive your items by the guaranteed deadline and will stay in communication throughout the process.

If you need help, our team is here.
Thank you for being part of the KEM journey.