Shipping policy
Where we ship
We ship to the United Kingdom, the European Union, the United States, Canada and Australia. Shipping options and costs are always shown at checkout before you pay.
Shipping costs
- Tracked shipping: displayed at checkout according to your country and your order.
- Free shipping is included with the offers marked “Free shipping” on the product page.
Delivery times
- Processing: your order is prepared and handed to the carrier within 1 to 2 business days after payment confirmation.
- Delivery: you receive your order in about 5 to 8 business days from purchase.
These times are indicative and can be slightly longer during busy periods, public holidays or for reasons outside our control (carrier incidents, weather, customs checks).
Order tracking
As soon as your order ships, we email you a tracking number. If you cannot find it, check your spam folder or write to us.
Shipping address
Please check your address before confirming your order. If you need to change it, email contact@kollaeskincare.com as soon as possible: we can update it until the order has shipped.
Customs and duties
Orders shipped outside the United Kingdom and the European Union may be subject to import duties or taxes collected by the carrier. These charges are the responsibility of the recipient unless stated otherwise at checkout.
Lost or delayed parcel
If your order has not arrived 15 days after purchase, email contact@kollaeskincare.com with your order number. We open an inquiry with the carrier and, if the parcel does not turn up, we send a new one or refund you.