FAQ – Frequently asked questions


 

About Kathleen®

 

How can I find out more about Kathleen®?

Kathleen® is an environmentally friendly company. We blend luxury natural plant and marine extracts, oils and innovative active ingredients and use high-ended technology to make superior quality skin care products. All Kathleen® products are made in Britain using the best luxury organic ingredients available in Europe, America, Africa and Asia. We carefully ensure we use the best manufacturing process, the purest ingredients and the finest natural products available.  Please visit our web page ABOUT US for additional information.   Our Customer Care Team is willing to serve you with questions, please CONTACT US

What is the philosophy behind Kathleen®?

The philosophy of Kathleen® is “To transform your skin’s future, enabling you to live healthily and happily in your own perfect rhythm.” Combining years of research and the finest ingredients, we are confident our products are of superior quality, innovative and technologically proven effective.

What are the products provided by Kathleen®?

As we only provide superior quality, innovative and technologically proven effective products and after years of research and testing, we currently supply 6 excellent products for our customers. One of them is an Illuminating Serum called “Amazing White” which is the best product for helping skin look silky smooth, radiant and protecting against dryness. If you want to know more, please visit SHOP.  We never compromise on product quality.  Our success is totally dependent on our customer’s repeat orders and love for our products.


 

Online Shopping

 

Why should I create a user account at Kathleen®?

When you log in to your user account, your personal details are already stored so that you don’t have to enter them again when placing a new order. Having a user account means a faster checkout. You also have access to “My Account”, where you can get a full overview of your personal details, pending orders, order history, shipping and payment details.  If you don’t want to open a user account, you also can still buy online by inputting data for each separate order.

Where do I enter my discount code when shopping?

Make sure that you are logged in (as a new customer, you need to create a profile first), then open the shopping cart and enter your code in the applicable box at checkout.

How do I place an order online?

You must be 18 years old or over and provide a real name and residential address. You can order online via our website. When you finish shopping clicking on your “Shopping Cart” to view the details, once you are happy to proceed to the checkout by clicking on the “Checkout” button.  We will send you an email to confirm receipt of your order after checking your order details, and another email when your order is ready to be dispatched.

When will my order be processed?

Most orders are processed within 3 business days of receipt (processing time does not include weekends or holidays).  All orders after 12:00 GMT will be processed the following business day.  Please be aware all orders are subject to bank authorization prior to processing.

How do I create a user account at Kathleen®?

You can easily create your own Kathleen® user account by creating a username and password. We recommend that you use your email address as your username, to make it easy to remember. Please make sure that your password is at least 6 characters.

I forgot my password / username – can you help me?

If you forgot your password, just click the “Lost Password” link and we will send you an email with information on how to reset your password. A forgotten username can be retrieved directly via email.

Where do you deliver to?

Currently items can only be delivered to residential addresses within the UK (excluding Channel Islands) and most of areas in Europe, America and Asia.  We are unable to ship to P.O. Boxes. For shipping outside these areas, please CONTACT US and our Customer Care Team will be happy to assist you.

How do I cancel or edit a placed order?

Log into “My Account” and select “View Order”.  Then, you can edit or cancel pending orders that haven’t been shipped yet.


 

Payment

 

Which payment methods can I use?

We accept major debit and credit card, WorldPay and PayPal payments.

When is the amount debited from my card?

Your card will not be debited until we have shipped your package.

Are my card details and personal information safe?

We use Worldpay and PayPal system and they automatically encrypt your confidential information in transit from your computer using the Secure Sockets Layer protocol (SSL) with an encryption key length of 128-bits (the highest level commercially available). In addition, all information is sent encrypted to ensure total security of any sensitive information. Read more in our PRIVACY POLICY.

What happens in case of returns?

If you return any items, the balance will be refunded to the card you made the original payment with.


 

My Parcel

 

How can I track my parcel?

As soon as we have dispatched your order we will send you an email. Larger parcels will be delivered through a courier and can be tracked by tracking number quoted in your confirmation email. Smaller parcels will be delivered through Royal Mail and other carriers and cannot be tracked.

If you have registered a user account with us, you can access to “My Account”, where you can get a full overview of your pending orders, order history, shipping and payment details. If you do not have a user account, please CONTACT US, our Customer Care Team will be happy to assist.

How long does delivery take?

Once an order is dispatched, shipping approximately takes 3-4 business days for Mainland UK, and 7-14 days for most of ares in Europe, America and Asia. Delivery to remote areas might result in a longer shipping time.  For security purposes, all package deliveries may require a signature.

How can I check my order status?

If you have registered a user account with us, you can access My Account, where you can get a full overview of your pending orders, order history, shipping and payment details. If you do not have a user account, please Contact Us, our Customer Care Team will be happy to assist you.


 

Shipping and Handling Charges

 

What are the shipping and handling charges when shopping online?

kathleennatural.co.uk currently offers FREE standard shipping for all orders over £50.

UK & Europe shipping

Delivery ServiceAreaCharges Delivered
UKMainland UK, excluding Channel Islands£5.503 - 4 Days
Europe- Austria - Belgium - Croatia - Cyprus - Czech Republic - Denmark - Estonia - Finland - France - Germany - Greece - Hungary - Ireland - Italy - Lithuania - Luxembourg - Netherlands - Norway - Poland - Portugal - Romania - Russia - Slovakia - Slovenia - Spain - Sweden - Switzerland£12.007-14 Days

International Shipping

Delivery ServiceAreaChargesDelivered
Asia- India - Indonesia - Japan - Jordan - Kuwait - Malaysia - Qatar - Saudi Arabia - Singapore - South Korea - Thailand - UAE£15.007-14 Days
Rest of the World- Australia - Canada - New Zealand - USA£15.007-14 Days

*Please Note: The charges only include delivery; therefore Non-EU customers will be responsible for import duties and local taxes by your local customs and tax office.

*Your delivery may be assessed for import duties and tax by your local customs and tax office which is your responsibility to clear and pay them. Please consult your local customs and tax office for more information. We will not be responsible for any delay or non-delivery due to your local customs or tax related matters.

Most orders are processed within 3 business days of receipt (processing time does not include weekends or holidays). All orders processed after 12:00 GMT will be processed the following business day, based on product availability. Orders placed on Saturday, Sunday, or England public holidays will be processed on the following business day.

All orders are subject to bank authorization prior to processing and only purchases that are authorized and approved will be shipped.

Delivery times cannot be guaranteed. Please be advised that for security purposes, all package deliveries may require a signature. If a signature waiver is provided, kathleennatural.co.uk cannot accept responsibility for the theft or loss of items once delivered. At this time we are unable to ship to the Channel Islands, to P.O. Boxes. Shipping outside the above location please contact us using the form on the Contact Us page of our Website (available at CONTACT US) and our customer care team will be happy to assist you.

 


 

Returns

 

How do I return an item purchased in online store?

You can always return items purchased from our online store kathleennatural.co.uk within 14 days.  Please follow these easy steps:

  1. Package your items up (all the used or unused items) well in the parcel box, ensuring the delivery form is included in the parcel.
  2. Address the parcel to Order Department, Suite 32, Lake View House, Wilton Drive, Warwick, UK CV34 6RG.
  3. Take the parcel to the Post Office and ask for proof of postage. Please be aware that the Post Office will charge you to send the package back.

Please allow 14 calendar days from receipt of package for processing.

Please read more in SHIPPING AND RETURN & TERMS AND CONDITIONS.

 

 

Thank you for visiting our Website.

Effective: 17th January, 2017