HOLIDAY 2021 FAQs

Hello KB! 

We have got you! We are working hard to help you at this time. This guide aims to answer some frequently asked questions regarding delivery shipping and postage.

 

This message “We’re expecting it or Item despatched to Royal Mail” comes up when i track it, what does this mean?

This means your label has been printed in our warehouse and we are preparing your order. It is yet to be picked up by Royal Mail. Royal mail will update the tracking information when they have processed your item. All orders will be dispatched this week definitely. 


I tracked my order and it says ‘An update will only be provided when we attempt to deliver your item’ what does this mean?

It means exactly that. The shipping service you selected is  not a trackable service & will only receive an update when delivered. Unfortunately there is not much you can do if you are waiting for a package with this update, you will just have to wait until it arrives.


I got an email a few days ago saying my parcel was dispatched but it has not come yet?

When we print your label, Royal mail will automatically  email you that your order is on its way, even if it is not. We are processing the orders systematically so please give us a few days from this notification to track your order.


Where is my order?

Please check your tracking number twice a day to get regular updates. You can only track your number if you paid for the TRACKED Royal mail 48 and TRACKED Royal mail 24 shipping. If you select an untracked shipping service, you cannot track your order.


I paid for next day delivery and still haven’t received my order, why?

Unfortunately we don’t offer next day delivery option. However Tracked Royal Mail 24 is usually our fastest shipping option and will be with you within 2 days of your order leaving our warehouse.


Why is everything taking so long?

We received over 1000 orders this black friday and experienced some inventory delays due to the Omicron variant. We are working around the clock to get your orders out. Thank you for your patience, all remaining orders will be dispatched this week.


What are the Christmas cut off dates?

Last date for guaranteed delivery before Christmas is 22nd December 2021 via the TRACKED services.


When will the business close for holidays?

The office will be closed from 23rd December 2021 - Monday 10th January 2022. We will pause  processing orders on 23rd December 2021. The site will remain open but orders will be sent out from the week commencing 10th January 2022.


I have a question, who can I talk to?

Please email customerservice@shopkembeauty.com for all queries.

Thank you for shopping with us!