WINTER SALE FAQ 2025

1. How long will it take to process my order?
   Due to the festive season, all orders will be dispatched starting 8/1/25 when we fully reopen from our holiday break. While some orders may be processed earlier, we cannot guarantee or specify which ones. Rest assured, we’re working diligently to process all orders as quickly as possible during this busy period.

2. How long will delivery take after processing?
   Once dispatched, transit time is typically 1-2 working days within the UK, depending on your location.

3. Do you ship internationally?
   Yes, we ship internationally! Please refer to our standard FAQ for more details on international shipping times and costs. However, we are currently unable to ship to Canada due to the ongoing postage strike.

4. Which courier do you use for shipping?
   We use Royal Mail for all UK deliveries, ensuring secure and reliable service.

5. Can I track my order?
   Yes! Once your order is dispatched, you will receive a tracking number via email to monitor your delivery’s progress.

6. Are there any delays expected?
   While we aim to maintain our usual timelines, the increased demand during Black Friday may cause slight delays in packing and processing. This is why we’ve extended the dispatch date to 8/1/25. Your patience is greatly appreciated!

7. Can I change or cancel my order after it’s placed?
   Due to high order volumes during this period, changes or cancellations are not permitted. If you need urgent assistance, please contact our customer service team immediately.

8. What if my package is delayed or lost?
   If your package does not arrive within the expected timeline, please contact our support team for assistance. We’ll work to resolve the issue promptly.

9. Can I use discount codes with Winter Sale deals?
   Discounts are already applied to our Winter Sale deals, so additional discount codes cannot be used.

10. Who can I contact for help with my order?
    For any queries, please email our customer service team at customerservice@shopkem.co. Kindly allow 48 hours for a response.

Thank you for your understanding and support during this busy time!