Shipping & Delivery

Our Shipping & Delivery policy forms part of and must be read in conjunction with, our Terms of Service.

This page will be updated occasionally, so please always check here for the latest updates before placing an order.

All orders will be delivered using the service as detailed here at the time of ordering. Kiyo Beauty has the right to fluctuate any prices in proportion with its costs for shipping.

Kiyo Beauty is located in the United Kingdom and all orders are shipped from our warehouse in London, UK.

Before we can dispatch your purchases, we may need to confirm your details with your card issuer. We will do our best to keep delays to a minimum.

Your order will be shipped to the address you specified during checkout. However, for new customers, if the delivery address differs from the billing address, we reserve the right to ship the order to the billing address instead.

We normally dispatch orders within 2 working days, however in the run up to really busy periods like Black Friday and Christmas we may take up to 5 days to dispatch your order due to the high volumes.

Please note that the choice of shipping service will determine how quickly your order is delivered after it has been dispatched, but it does not impact our dispatch time. Our dispatch time, or the time it takes for us to prepare and send your order, remains the same regardless of the shipping service you select.

Our daily cut-off time for orders is 6 pm.

1. Orders Placed Before 6pm: If you place an order on a weekday before 6pm, it will be scheduled for dispatch the next working day.
2. Orders Placed After 6pm: If you place an order after 6pm, it will be scheduled for dispatch two working days later.

If an item is out of stock, we will aim to notify you within 5 working days of your order being placed. We may offer alternative products or provide an expected restock date for the unavailable item(s).

We do not dispatch orders on the weekends and Bank Holidays. 

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

You will receive your shipping confirmation via email (and SMS if applicable) once we have processed your shipment. You should be able to track your package using the link in this email. 

Once the shipper has picked up the days collection you will receive tracking updates at every scan point.

If you have not received or are unable to retrieve tracking information within 48 hours of your "Shipment is Prepared" email please contact us so that we can find it for you.

Please note that it is the recipients responsibility to monitor the progress of their parcel with their tracking number as we do not have the resources to do so. 

Download the Royal Mail App

If you've chosen Royal Mail as your preferred courier, please download their app to manage your deliveries. The app allows you to track your parcel, set delivery preferences (including a Safeplace for your items when you're not home), and book a redelivery.

Delivery times quoted are indicative only and are our best estimates of the service offered by our shippers and start from the date of dispatch. We shall not be held liable for any consequential delays, loss or damage resulting from failure to meet these times. In these instances, the original shipping costs cannot be refunded.

UK: 2-5 working days

International: 2 - 14 days*

*Delivery times are estimated and may be impacted if your parcel is of high value, heavy, or delayed due to customs entry procedures.

Please be aware that our service is not a named delivery service and and anyone at the designated delivery address may sign for the delivery. 

Once the products are delivered to the address you provided during checkout, the risk and responsibility for the items pass to you. We are not liable for any issues arising from an incorrect delivery address, delivery to a designated safe place (as requested by you or the shipper), or failure to collect the products from the specified address.

If delivery fails due to an incorrect address provided by the customer, we will not issue a refund or resend the order until the original parcel is returned to our premises. Should you request a refund, the delivery cost—whether paid or free—will be deducted from the refund amount. If you prefer the products to be re-sent, an additional delivery fee will be required, even if shipping was already paid with the original order.

High Value Orders

For orders over £150, we highly recommend selecting the Tracked & Signed For service at checkout. This ensures your parcel is securely delivered and signed for, preventing it from being left in unauthorised locations or with unverified individuals.

Delivery attempt

Often attempted delivery by your postal courier won't result in a card being left. We always advise to check with your local post office or specific courier to ensure the parcel isn't waiting on you.

Split Deliveries

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. 

Combined Deliveries

Where multiple orders are placed and destined for the same shipping address, whenever we have detected and if possible we will combine and ship them together in a single parcel. This ensure operational efficiency and environmental sustainability, streamlining the delivery process and minimising our environmental footprint.

Lost in Transit

If a parcel is deemed lost in transit, we are unable to offer a replacement or refund until 10 to 28 working days after the shipping date, depending on the destination country. This is subject to the completion of a non-receipt form by the customer. Any goods not received within the above timeframes must be reported to Kiyo Beauty within 5 working days from the dispatch date for UK deliveries, and within 25 working days for international deliveries.

Parcel Marked as Delivered

If your parcel has been marked as delivered but you are unable to locate it, please contact us within 3 days of the delivery status update. We will then initiate our non-receipt process (below).

Non-Receipt Process

A replacement or refund cannot be provided until a non-receipt form has been completed and returned within 5 working days, and an investigation has been conducted. This investigation may take up to 21 working days, depending on the courier.

All prices are displayed with (UK) VAT included and are based on the current exchange rate to Pounds Sterling, GBP (£)

Your final order amount will be shown and processed in Pounds Sterling, GBP (£). 

International shipments will automatically have (UK) VAT deducted at checkout.

UK - Free over £40

Standard Tracked Delivery (Royal Mail) - £3.99 or Free on orders over £40

• Please allow 2-5 working days after dispatch for delivery
• Dispatched within 2 working days
• Tracked and with estimated delivery date

Express Tracked Delivery (Royal Mail) - £6.99 

• Please allow 1-2 working days after dispatch for delivery
• Delivery times are not guaranteed
• Dispatched within 2 working days
• Tracked and with estimated delivery date
• Order by 6pm Mon-Thu* to ensure a fast dispatch 
• Orders placed 6pm Thu - 6pm Sunday will be dispatched the following Monday

Express Tracked Delivery (DHL)  - £8.99 

• Please allow up to 2 working* days after dispatch for delivery (transit time)
• Delivery times are not guaranteed
• Dispatched within 2 working days
• Tracked and with estimated delivery date
• Order by 6pm Mon-Thu** to ensure a fast dispatch
• Orders placed 6pm Thu - 6pm Sunday will be dispatched the following Monday**
• Remote location surcharges affect these postal codes.  If your shipment is destined for any of these affected areas, we strongly advise opting for Royal Mail shipping to avoid incurring additional charges.

* not including weekends and bank holidays

**except on bank holidays 

Free shipping eligibility

Free shipping promotions hold a minimum purchase requirement amount. This amount is calculated after any discounts. This is a fixed pound amount associated with the code and will not be accepted below the amount. 

International Delivery Terms

Display prices are based on the current exchange rate to Pounds Sterling, GBP (£). Your final order amount will be shown and processed in Pounds Sterling, GBP (£). 

Please refer to actual rates and delivery times at checkout as these will vary depending on the weight of your parcel and the shipping destination. 

Taxes and duties are the responsibility of the purchaser and we have no control over these charges and we cannot predict their amount. 

You must comply with all applicable laws and regulations of the country for which the products are destined. We will not be liable or responsible if you break any such law.

Failure on your part to understand the restrictions in your country will result in your parcels being returned back to us. In case of a return in such cases, we will refund the costs of products only (shipping charges will not be refunded) and you may be liable for return shipping fees.

Please contact your local customs office to get all current and relevant information regarding importing goods (including maximum number of cosmetics allowable, business or personal use licences where applicable) before placing your order. 

EU Countries:

Duties & Taxes 

If you are shipping to the EU, the total amount you pay at checkout includes shipping & handling and all applicable customs duties & taxes. We guarantee no additional charges on delivery.

Due to Brexit there have been some changes in VAT, duties and handling fees for goods destined into the European Union (EU). As of 1 July 2021, 

• All goods imported into the EU will be subject to VAT. 
• Customs duties will apply on most shipments valued over €150. This is separate to VAT.

Restrictions 

As far as we know, the following EU countries have special restrictions on cosmetics arriving into the destination country:

• Spain (no items allowed for private individuals)
• Germany (temporarily unavailable)
• Italy (maximum of 4 items and no more than 2 of each item),
• Portugal (private use only)
• Greece (max 3 items)

Non - EU countries: (USA, Canada, Australia, Asia)

Duties & Taxes

If you order goods from our website for delivery to one of the international delivery destinations, your order will be subject to import duties and taxes which are applied when the delivery reaches that destination.

• Where applicable, DHL will collect the import VAT (and customs duty) from you prior to delivery, alongside a handling fee. You should receive an email and text  along with a link to pay these charges.
• To avoid delays, please ensure that we have your correct email and phone number at the time of order.

Duties & VAT are not included at checkout and you will need to pay import Duties & VAT upon delivery of your goods. Additional handling charges may also apply.

The following items are NOT acceptable for carriage by DHL Express (air shipments). If your order contains a prohibited item we will cancel the item or the entire order and refund you in accordance with our returns policy. 

• Aerosols, perfumes and aftershaves
  including eau de parfum and eau de toilette