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FAQs

When will my order be dispatched?

We normally expect to dispatch orders within one working day. During our busier periods this may take up to 2 working days.

You will receive a Shipping confirmation email on the morning of the day of dispatch.

Where is my order?

Upon shipment of your order, you will receive a shipping confirmation email containing a link to track your order.

Please click on the "Track Package" button on your shipping confirmation email to find the current status of your parcel.

I have not received my delivery yet

Your order may be delayed if we are unable to locate all items you have ordered within our warehouse. If the item is out of stock, we will let you know by email and offer a refund for the product or in some cases, we may be able to offer a substitute.

If you were expecting your parcel to arrive today and it has not been delivered, please check the status of your delivery using the "Track Package" button on your shipping confirmation. If you were not home to accept the delivery then please check to see if the parcel was delivered to a neighbour.
If the item is still missing then please contact us for further assistance.

How do I return an item?

Please email us to obtain a Return Authorisation Number (RAN) at support@kiyobeauty.com or contact us by using the Contact Us form or Support (?) button on the bottom right corner of the page.

NO return of any type will be accepted without an RAN.

Please let us know the reason for the return.

Items can only be returned for a refund if they are unopened, unused and in a re-saleable condition with all tamper-resistant seals, packaging and any cellophane intact.

You must notify us in writing that you are returning your purchase within 14 days, beginning the day after the day on which you receive the product.

Please see our Returns & Refunds at the bottom of the page for full details.

Why has my order been cancelled?

Your order may have been cancelled if the item is out of stock. If we do need to refund an item due to it being out of stock, we will let you know by email and refund the full amount paid for the product.

We take online security very seriously and therefore we occasionally perform random security checks in order to validate orders.

If your order requires further verification, we will contact you by telephone or email to obtain a little more information from you. In some instances, we may also ask for additional identification.

If we are unable to validate your order this may result in cancellation.

These security checks are part of our on-going commitment to protect our customers from online fraud.

My items are damaged/faulty

Please accept our apologies if you have received an item that is damaged or faulty. We understand how frustrating this can be and want to resolve this as quickly as possible for you. If you believe that the item is faulty, please contact us using our "Support" button on the bottom right corner of the page.

You will need to tell us exactly what the fault is and as soon as possible after discovering the fault and we will advise what to do next. Please include photos wherever possible.

I am missing/incorrect items in my order

Please accept our apologies if you have received an incomplete or incorrect order.

Please contact us using our "Support" button on the bottom right corner of the page and include photos wherever possible.

I have not received a response to my email

We are available to answer your emails Mon - Sat from 9am - 6pm.

Order related queries are given high priority and you can expect to have a reply within 24 business hours. For all other inquiries, please allow up to 7 working days.

If you are waiting for a reply from us, please be sure to check your Junk and Spam folders for our response.

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