FAQs

Are you a black-owned business?

No. We are a non-black, minority-owned, independent family business based in London. We are proud to work with and support a number of well established black-owned businesses in the industry as well as several start-ups.

How do I place an order?

Decide how you want to pay. We offer two ways: credit/debit card or Paypal

Browse and shop our vast range of items. You can navigate the website using the navigation bar at the top of each page.

To view a product, simply click on any picture to see an enlarged view and other details including a description, sizes and colours. Then simply select an option size, and click "Add" to buy the item.

You can search our site by item, keyword or brand name.

Once you have added all of your items to your cart, you simply need to click ‘Checkout’ and follow the steps.

Has my order gone through?

There are two ways to check whether your order has gone through successfully.

Once you have placed your order, you will receive an automated ‘order confirmation’ email within a few minutes, which will include all of the items that you have ordered. You will only receive this email if you have a valid email address registered to your account. For information on how to add or amend your email address please contact us.

If you do have a valid email address registered to your account and you haven’t received an order confirmation email, please check to ensure that the email has not been filtered into your ‘junk’ folder.

If you still can’t find the email, you are also able to see if your order has been placed by signing into ‘My Account’ and selecting ‘Order History’. Although the details may not instantly be there to view, they will appear within 1 hour of ordering.

Can I change or cancel my order?

Our order process is usually completed within 12- 24 hours. Please contact us within 12 hours of placing your order if you need to change something or cancel your order. Please note that any changes made to an order may delay the original shipping time frame.

I have placed multiple orders in one day – can you
combine them?

If you have placed multiple orders and wish to combine them,
please notify us within 12 hours of placing the orders that you wish to have them shipped together. If more than 12 hours have elapsed and your order has been marked as dispatched, it may be too late to combine them and you will be liable for any shipping fees that are due and you will not be entitled to a shipping refund.

What payment method can I use?

We accept Mastercard, Visa, JCB and Maestro credit cards and we accept Paypal payments

What are my delivery options?

Standard shipping is 2-4 working days from dispatch.

Express shipping is 1-2 working days from dispatch.

Please click here to see all of our delivery options.

I need my items faster, do you have next day delivery?

We do not offer a next day delivery service at this time.

Has my order been dispatched?

1)You will receive a shipping confirmation email on the day your order has been scheduled to ship. The tracking will indicate "This item is on its way to Royal Mail. The sender has advised they've despatched your item to us."

2)The driver will collect on the same day and take it to their depot for further processing.

3)You can expect the next scan update within 48 hours when the tracking has been marked as 'We've got it" indicating that the parcel has been accepted at the depot and is ready for the delivery phase.

How can I track my order?

Inside your shipping confirmation email you will find a link to "track your parcel"

Will all my items be delivered together?

While we endeavour to deliver all items in your order together, we will occasionally ship part of your order separately due to stock issues. For example, if you order three items and one of them is out of stock, we may dispatch the two in-stock items while we await new stock of the third item. On these occasions, we will continue to update you via email as your order progresses. 

I have received an incorrect item in my order, what do I do?

If you've received an incorrect item, we want to make it right as quickly as possible.

If one (or more) of the items you received isn't what you ordered, please send us a photograph of the items and we'll tell you how to send it back to us and we'll refund or replace the items accordingly.

I have received an incorrect item in my order, what do I do?

If you've received an incorrect item, we want to make it right as quickly as possible.

If one (or more) of the items you received isn't what you ordered, please send us a photograph of the items and we'll tell you how to send it back to us and we'll refund or replace the items accordingly.

The ingredients list on the website doesn't match what I have received. What can I do?

Whilst we are constantly researching and updating our content and product information, it may sometimes be the case that the manufacturers change the description, ingredients or production practices without our knowledge. For the most current information, always read the ingredient label on the actual package before using/consuming any product. If you have severe food sensitivities or allergies, you should always contact the manufacturer directly to confirm the safety of the product for your situation.

If on the occasion you discover an error or incomplete information about a product on this website, please tell us about it. You can contact us at support@kiyobeauty.com and we'll be happy to arrange a return or exchange.

Are your products genuine?

We understand that counterfeits are rife across the world and authenticity is of great concern. When you purchase from us, you can be rest assured that all of our products are 100% authentic and original.

We have been in business for over a decade purchasing directly from the manufacturer or from official distributors of the respective brands. Click here to see what over 2k+ past customers have to say about us.

The products are not working for me, can I return them for a refund?

Although we understand that it can be frustrating when a product doesn't give you the results you're looking for, we can't warrant any product will meet your expectations and we are unable to refund used goods.

My product does not have a seal. Is it missing?

Though we understand that tamper-proof seals are needed to facilitate the evaluation of customer returns, many products across many brands currently lack a manufacturer’s seal. At Kiyo Beauty, all customer returned products with (1) no seal or (2) a broken seal cannot be sold as new and are moved to unsellable and destroyed.

We always aim for the best customer experience, and we know this begins with our customers being confident that when they buy their products from us that it will be in perfect condition. You can return any unused products within the free return window if the product does not meet your expectations.

Do you have any discount codes?

When you sign up to receive our marketing emails you'll receive exclusive members-only promotional codes. Please remember to whitelist our address, so you don't miss it! Subscribe here.

From time to time we may also run public promotions. Follow us @kiyobeauty on Instagram for promotional discounts. You can also find current discount codes here.

Our much loved loyalty programme Kiyo Rewards, offers a great way to spend and save. Start collecting points every time you shop or when your refer your friends - you'll earn discounts off purchases, exclusive member offers and much more. Join here.

How do I return an order?

If you have changed your mind or ordered incorrect items,
then please contact us within 14 days of receiving your order and we will
advise you on next steps.

When writing to us, please make sure to let us know:

1)Your order number

2)Your email if you are not using
the one on your Kiyo Beauty account

3)Description of the items you wish
to return

4)Whether or not the items have
been used and/or opened

I haven't received my refund

Our banking partner submits refunds to your bank immediately. Depending on the bank's processing time, it can take anywhere from 5-10 business days to show up on your bank account. In some cases, the refund might be processed as a reversal, meaning the original payment will disappear from the account statement entirely and the balance will reflect as though the charge never occurred. If you do not see the refund after ten business days and are still seeing the original charge on your bank statement, please reach out to your bank for more information.

What packaging materials do you use?

We are conscious of our impact on the environment and wherever possible we have taken careful consideration to the packaging material we select whilst making sure that your products reach you safely and securely.

All of our cardboard boxes are made from minimum 75% recycled fibres and are 100% recyclable and re-useable

To protect your products in transit we use loose foam chips which are made from 100% genetically modified free starch and are 100% biodegradable and fully compostable, and manufactured from annually renewable sources

To protect fragile items, we use bubble wrap which is made from 2 layers of low density polyethylene with a co-extruded air retention barrier seal. The long lasting cushioning performance of this bubble wrap enables it to be re-used. Less plastic material is used at source due to using a thinner co-extruded film compared to other non-barrier bubble.

Some councils in the UK now offer a household collection for the recycling of bubble wrap alongside plastic film and carrier bags but this is still limited. Alternatively, bubble wrap can be recycled along with plastic film and carrier bags at collection points such as supermarkets.

Click here to learn more.

For our full terms and conditions please click here

Do my points expire?

Your redeemable points balance will expire if you haven't made a purchase in the last 12 months. This ensures that all of our members are still active in the Kiyo Rewards program.

How do I view my points balance?

You can view your balance by logging in here