FAQs
Frequently Asked Questions (FAQ)
Orders & Delivery
1. What is your processing time?
Processing time refers to the time it takes us to prepare your order for dispatch. Our standard processing time is 2-3 business days (MON - FRI) after your order is placed.
2. What is dispatch time?
Dispatch time is when your order leaves our warehouse and is handed over to the courier. Once dispatched, you will receive a confirmation email with tracking details.
3. What are your delivery options?
We offer the following delivery options:
- Standard Delivery: Arrives within 3-4 business days.
- Express Delivery: Arrives within 2-3 business days.
4. Do you ship internationally?
Yes, we ship worldwide! Shipping fees and delivery times will vary depending on your location.
5. How do I track my order?
Once your order has been dispatched, we’ll send you an email with a tracking link so you can follow its journey to your door.
6. My order hasn’t arrived—what should I do?
If your order hasn’t arrived within the estimated timeframe, please contact our customer service team at CUSTOMERSERVICE@SHOPKEM.CO with your order number, and we’ll investigate this for you.
Products
7. Are your products cruelty-free?
Yes! All KEM products are 100% cruelty-free. We do not test on animals, nor do we work with suppliers who engage in animal testing.
8. Are your products suitable for sensitive skin?
Our skincare is formulated with gentle, high-quality ingredients and has been dermatologically tested. However, we recommend performing a patch test before full use if you have highly sensitive skin or known allergies.
9. Where are your skincare products made?
All of our skincare products are proudly made in the UK. We work with local labs to ensure the highest quality and safety standards.
10. Are your products vegan?
Yes, the majority of our products are vegan-friendly. If a product contains any non-vegan ingredients, it will be clearly labeled in the ingredient list.
11. How should I store your products?
For best results, store your products in a cool, dry place away from direct sunlight and extreme heat.
12. My product arrived damaged—what should I do?
We’re sorry to hear this! Please contact us at [email address] within 48 hours of receiving your order, and include photos of the damaged product. We’ll arrange a replacement or refund.
General Questions
13. What makes KEM different?
At KEM, we prioritise science-backed formulations, sustainability, and ethical practices. Our products are designed to deliver real results while being kind to your skin and the planet.
14. Can I use KEM products during pregnancy?
Many of our products are pregnancy-safe, but we recommend consulting with your doctor before introducing any new skincare products into your routine.
15. Do you offer discounts or promotions?
Yes! Subscribe to our newsletter to receive updates on sales, exclusive discounts, and product launches.
16. How can I contact your team?
You can reach us via email at CUSTOMERSERVICE@SHOPKEM.CO or through our Contact Us form on our website. We aim to respond to all inquiries within 48-72 hours.
19. Do you offer gift cards?
Yes, we offer digital gift cards in various amounts. They can be purchased on our website and are valid for one year from the purchase date.
Sustainability
20. Are your products sustainable?
Sustainability is at the heart of KEM. Our packaging is recyclable, and we’re continuously working to reduce our environmental impact.
21. Do you offer refill options?
We’re excited to share that we’re working on a refill program to make your skincare routine even more eco-friendly. Stay tuned for updates!
Skincare Advice
22. How do I know which products are right for me?
Check out our Product Finder Tool on our website or book a consultation with our skincare expert for personalised recommendations.
23. Can I mix and match your products with other brands?
Yes, our products are designed to work seamlessly with other skincare routines. However, be cautious about layering active ingredients to avoid irritation.
