KEM RELAUNCH FAQ
After 14 months away, we are returning with a new approach to how we release, produce and fulfil your orders.
Private Access opens 18.08.26.
For Phase 1 of our return, we’re operating a pre-order system. This allows us to produce with intention, manage demand properly and make sure every order receives the same level of care and quality KEM is known for.
Here’s everything you need to know.
THE KEM RELAUNCH
Why has KEM been away for 14 months?
We took the time to step back, refine and prepare for KEM’s next chapter.
Rather than rushing products back to market, we chose to return when we were ready to build the brand properly - with greater clarity around product, operations and the customer experience.
When does KEM return?
Private Access opens 18 August 2026.
Private Access customers get the opportunity to shop the relaunch before we open access more broadly september/october.
Why is KEM using pre-orders?
After 14 months away, we’re using pre-order as part of our Phase 1 return.
KEM is coming back - and we want to do it properly.
The pre-order model gives us the space to reopen our systems, fulfilment and customer experience in a controlled way, while welcoming our community back into the brand.
It also means you can secure your KEM products from the very beginning of this new chapter, rather than waiting for a traditional restock.
You get first access. We get to bring KEM back properly.
Is my product ready?
Yes.
Our products have been developed and completed to KEM’s standard. The Phase 1 pre-order simply allows us to manage the return to full fulfilment smoothly after our 14-month break.
Your order will be processed and dispatched within the stated Phase 1 timeframe.
Why does it take up to 3 weeks?
Because this is the first phase of KEM’s return, we’re deliberately allowing additional processing time while our fulfilment systems and operations get fully back up and running. We’d rather give you a clear, honest timeframe and manage expectations.
Up to 3 weeks processing. Then your order ships.
What does pre-order mean for me?
It means you can secure your KEM products during Private Access, ahead of the wider relaunch.
Why is KEM doing a phased return?
We’ve been away for 14 months. we don't want to switch the website back on and pretending nothing happened.
Phase 1 allows us to reintroduce KEM carefully, reconnect with our community and make sure the customer experience matches the standard of the brand.
YOUR KEM ORDER TIMELINE
What happens after I place my order?
01 — 18.08.26
Private Access opens.
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02 — Place your pre-order
Choose your KEM products and complete checkout.
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03 — Production & processing
Your order enters our Phase 1 processing queue.
Please allow up to 3 weeks for processing.
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04 — Your order ships
Once your order has been processed, it is dispatched using Royal Mail Tracked 48 within the UK.
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05 — Delivery
UK delivery is approximately 2 working days after dispatch.
In one sentence:
Order → up to 3 weeks processing → dispatch → approximately 2 working days delivery.
SHIPPING
How long will my order take?
For Phase 1, please allow up to 3 weeks for processing before your order ships.
Once dispatched, UK orders are sent using Royal Mail Tracked 48, which typically arrives approximately 2 working days after shipping.
Your total wait can therefore be up to approximately 3 weeks + delivery time.
We’d rather give you a clear timeline upfront than overpromise and leave you wondering where your order is.
How much is UK shipping?
UK Tracked 48 shipping is £4.50.
This service provides tracked delivery and is expected to arrive approximately 2 working days after your order has shipped.
Will I receive tracking?
Yes.
Once your order has been dispatched, you’ll receive tracking information so you can follow its journey.
Do you ship internationally?
Yes.
International shipping is available, with delivery costs varying depending on your region.
International orders are shipped using DHL.
Your shipping cost and available service will be shown at checkout.
RETURNS
Can I return my KEM order?
Yes.
We accept returns provided the product is unused and unopened.
For hygiene and product integrity, we cannot accept products that have been opened or used.
If you need to arrange a return, contact us before sending anything back so our team can provide the appropriate next steps.
What if my order arrives damaged or there is a problem?
Please contact us as soon as possible with your order number and details of the issue.
Our customer service team will review the situation and help resolve it.
We care about the experience after checkout just as much as the experience before it.
PRODUCTS & PRICING
Why have KEM product prices changed?
KEM has evolved.
Our current pricing reflects the level of formulation, development, manufacturing and product experience we are building today, and brings KEM more closely in line with industry benchmarks for premium, science-led beauty.
Can I change or cancel my order?
If you need to make a change, contact us as soon as possible with your order number.
Because Phase 1 orders enter our processing system, we cannot guarantee changes or cancellations once your order has moved into processing.
We’ll always do our best to help where we can.
CONTACT
Still have a question?
We’re here.
Email: hello@shopkembeauty.com
Alternative: kembeauty7@gmail.com
When contacting us about an order, please include your order number so we can help you faster.
18.08.26
Private Access opens.
ORDER
Secure your KEM products through the Phase 1 pre-order.
UP TO 3 WEEKS
Your order is processed and prepared.
DISPATCH
UK orders ship via Royal Mail Tracked 48 for £4.50.
~2 WORKING DAYS
Your UK order arrives approximately 2 working days after dispatch.
INTERNATIONAL
DHL shipping. Delivery time and cost vary by region.
RETURNS
Unused + unopened products can be returned.
Thank you for being here for KEM’s return.
We’ve spent the time away building towards a stronger version of the brand — one that is more intentional, more considered and ready for its next stage.
Welcome back to KEM.
Science. Performance. Beauty — engineered differently.