SHIPPING & DELIVERY
At KEM, we believe delivery is part of the product experience.
We operate a clear, structured fulfilment process designed to keep you informed from the moment your order is placed to the moment it arrives.
PHASE 1 — KEM RELAUNCH
Private Access: 18 August 2026
As part of our Phase 1 return, orders are processed within up to 2-3 weeks before dispatch.
This additional processing window allows us to bring KEM’s fulfilment and operational systems fully back online following our 14-month period away.
UK DELIVERY
Processing: Up to 3 weeks
Shipping service: Royal Mail Tracked 48
Shipping cost: £4.50
Estimated delivery: Approximately 2 working days after dispatch
Please note that the 2-working-day delivery estimate begins once your order has been dispatched, not from the date your order is placed.
YOUR PHASE 1 TIMELINE
ORDER PLACED
Your order is confirmed and enters our fulfilment queue.
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PROCESSING
Allow up to 2-3 weeks while your order is prepared.
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DISPATCHED
Your order is shipped via Royal Mail Tracked 48.
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DELIVERED
Approximately 2 working days after dispatch.
INTERNATIONAL DELIVERY
We ship internationally using DHL.
International delivery times and costs vary by destination and will be calculated at checkout.
Your order will first complete the applicable KEM processing period before being handed to DHL for delivery.
International customers are responsible for any applicable customs duties, import taxes or local charges associated with delivery into their country.
TRACKING
UK orders are sent using Royal Mail Tracked 48.
Once your order has been dispatched, tracking information will be provided to the email address used at checkout.
For international orders, DHL tracking information will be provided once your order has been dispatched.
Please allow a short period for tracking information to become active after dispatch.
PHASE 3 — STANDARD KEM DELIVERY
From October 2026, KEM will move into Phase 3 and return to our standard fulfilment model.
Standard processing
Orders will typically be processed within 1 working day.
Once processed, your order will be dispatched using the applicable delivery service for your region.
This means the extended Phase 1 processing window will not apply to standard KEM orders from Phase 2 onwards.
PHASE 3 TIMELINE
ORDER
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~1 WORKING DAY PROCESSING
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DISPATCH
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DELIVERY
Our standard delivery services and associated costs will be displayed at checkout.
IMPORTANT INFORMATION
When does my delivery time start?
Delivery estimates begin after your order has been processed and dispatched.
Processing time and shipping time are separate.
Can I track my order?
Yes. Tracking details will be sent once your order has been dispatched.
What if my tracking has not updated?
Tracking can occasionally take a short period to update after an order leaves our facility.
If your tracking has not updated or your order appears delayed beyond the expected delivery window, contact our customer service team.
What if I enter the wrong delivery address?
Please contact us as soon as possible if you notice an incorrect delivery address.
Once an order has entered processing or been dispatched, we may not be able to amend the address.
What happens if I miss my delivery?
Your courier will follow their standard delivery procedure, which may include attempting delivery again or directing the parcel to an appropriate collection point.
Please use the tracking information provided to manage your delivery where available.
RETURNS
KEM accepts returns provided the product is unused and unopened.
For hygiene and product integrity, opened or used products cannot be accepted for return.
For full information, please refer to our Returns Policy.
CUSTOMER SUPPORT
For questions regarding an existing order, please contact us with your order number.
We aim to provide clear communication throughout the fulfilment process and resolve any delivery issue as efficiently as possible.
THE KEM DELIVERY STANDARD
PHASE 1 — FROM 18.08.26
Up to 3 weeks processing → Royal Mail Tracked 48 → approximately 2 working days delivery
PHASE 2 — FROM MID SEPTEMBER 2026
PHASE 3 - FROM OCTOBER 2026
Approximately 1 working day processing → standard dispatch → standard delivery timeframe