Shipping policy

Kaima Cosmetics Shipping Policy

Order processing and dispatch

We usually process orders on the same day they are placed. During busy periods, processing may take up to 2 days.

Orders are dispatched within 2 days of receiving payment. This timeframe is separate from delivery time, which depends on your destination and the shipping service selected at checkout.

If an unexpected delay affects dispatch, we’ll contact you using the details provided at checkout.

Shipping costs and availability

Available shipping services and costs are displayed at checkout before you complete your purchase. Shipping availability depends on your delivery address.

Delivery times

Any delivery estimates provided relate to delivery after dispatch, unless stated otherwise. Delivery estimates are not guaranteed unless your selected delivery service expressly includes a guarantee.

Bank holidays, carrier disruptions and customs processing may affect delivery times. If your order is delayed, please contact us so we can help.

Shipping confirmation and tracking

Once your order has been dispatched, we’ll send you a shipping confirmation email. Where tracking is available, your confirmation will include the details needed to follow your parcel.

Please allow time for the delivery provider to update the tracking information after dispatch.

Delivery addresses

Please check that your delivery address is complete and correct before placing your order.

If you notice an error, contact us as soon as possible through our website, quoting your order number. We’ll do our best to update your address before dispatch, but changes may not be possible once your order has shipped.

EU orders and IOSS

Kaima Cosmetics is registered for the Import One Stop Shop (IOSS), which allows VAT to be collected at checkout for eligible goods shipped from outside the European Union to EU customers.

IOSS applies to eligible consignments with a goods value of €150 or less, excluding VAT and shipping charges. Where VAT is collected at checkout under IOSS, you should not be charged import VAT again on delivery, provided the shipment is correctly processed under the scheme.

IOSS does not apply to consignments with a goods value above €150. These shipments may be subject to import VAT, customs duties and carrier handling fees payable by the recipient, unless those charges have already been collected at checkout.

If you believe you have been charged VAT twice on an eligible IOSS order, please contact us with your order number and a copy of the payment notice so we can investigate.

Other international orders

Orders shipped to destinations outside the UK and EU may be subject to local import taxes, customs duties and carrier handling fees. Unless these charges are collected at checkout, they are payable by the recipient.

Customs processing may cause additional delivery delays.

Delayed or missing parcels

If your order has not arrived within the estimated delivery timeframe, or tracking shows it as delivered but you have not received it, please contact us through our website with your order number.

We’ll investigate with the delivery provider and work with you to resolve the issue.

Damaged orders

If your order arrives damaged, please contact us as soon as possible with your order number and a description of the problem.

Where possible, include photographs of the packaging and affected items, and retain the packaging while we investigate. This helps us resolve the issue more quickly.

Returns and refunds

Please refer to our Returns and Refund Policy for information about returns and refunds.

Your statutory rights

Nothing in this shipping policy limits or affects your statutory consumer rights.

For shipping questions or help with an order, please contact Kaima Cosmetics through our website. Include your order number, if you have one, so we can assist you more quickly.