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 24 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.

What payment method can I use?

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

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.

What are my delivery options?

Standard shipping is 2-5 days

Express shipping is 1-2 days

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.

Has my order been dispatched?

How can I track my order?

Will all my items be delivered together?

I have received an incorrect or faulty item

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

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, can I return them for a refund?

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.