Customer Support
Shipping & Delivery
The delivery and shipping terms will be updated from time to time. Therefore, please check here for the latest updates before placing an order.
01
Tracked Delivery
Tracking information is provided once your order has been dispatched.
02
UK Delivery
Delivery estimates apply after dispatch. Some orders may require additional processing time and may take up to 8 weeks to dispatch if products are awaiting supplier replenishment.
03
Worldwide Shipping
International delivery is available with tracked services where possible.
Important Delivery Information
IMPORTANT NOTICE
Due to supplier stock availability and high demand, certain products may require extended processing times before dispatch. Processing times can vary depending on stock availability and may take up to 8 weeks before shipment. Delivery estimates shown throughout this website apply only after an order has been dispatched.
Enjoy free UK shipping on orders over £40
Shipping fees include handling and packing fees as well as postage costs.
Shipping Policy
Enjoy free UK shipping on orders over £40.
Shipping fees include handling, packing and postage costs.
UK Delivery — Tracked, with Email Updates
| Parcel Size | Delivery Time | Weight | Delivery Charge | Free Over £40 | Tracked |
|---|---|---|---|---|---|
| Small Parcel — up to 45cm length, 25cm width and 16cm depth | 4–6 working days after dispatch to UK addresses | Up to 2kg | £3.99 | FREE | ✓ |
Processing & Dispatch Times
Orders containing in-stock products are normally processed within 1–5 working days.
Products awaiting supplier replenishment may require additional processing time before dispatch.
In some cases, dispatch may take up to 8 weeks depending on supplier stock availability.
Delivery estimates begin once your order has been dispatched and do not include processing time.
Address Accuracy
Please make sure your delivery address is complete and correct before placing your order.
Kitoko Glow is not responsible for delays, failed deliveries or returned parcels caused by incorrect, incomplete or missing address details provided at checkout.
If your order has already been dispatched, we may not be able to change the delivery address.
Missed Delivery
If a delivery attempt is missed, please follow the courier’s instructions to rearrange delivery or collect your parcel where available.
International Delivery
We also deliver internationally. Delivery times and charges are calculated at checkout based on the destination and parcel weight.
International customers are responsible for any customs duties, import taxes or other fees charged by their destination country. These charges are not included in our shipping fees and may be collected by the courier or local authority.
International parcels are sent using tracked services where available. Tracking updates may take longer to appear once a parcel leaves the UK and enters the destination country.
| Destination | Estimated Delivery Time | Service Type | Customs / Duties | Tracked |
|---|---|---|---|---|
| Europe | 3–7 working days from dispatch | International tracked service | Import VAT, customs duties or courier handling fees may apply | ✓ |
| Rest of World | 5–14 working days from dispatch | International tracked service | Customs checks, local taxes and clearance fees may apply | ✓ |
Customs Delays
International delivery times are estimates only. Parcels may be delayed due to customs checks, local courier processing, public holidays, severe weather or destination-country restrictions.
Duties and Taxes
Any customs duties, import VAT, local taxes, courier clearance fees or handling charges are the customer’s responsibility and are not included in the product price or shipping charge.
Refused Customs Payment
If customs charges are refused or remain unpaid and the parcel is returned to us, we may deduct delivery costs, return courier fees, customs charges, handling costs and any other associated losses from any refund due.
Restricted Products
Some beauty products, liquids, aerosols, fragrances or electrical items may be restricted by courier or destination-country regulations.
If we are unable to ship an item internationally, we will contact you before dispatch.
Returns
Please review the information below before returning an item to us.
Return Window
We accept eligible returns within 14 days of the delivery date.
Original Packaging
All returned items must be sent back in their original packaging.
Tracked Courier Service
Returns must be sent using a tracked courier service so that we are able to confirm receipt of your parcel.
Return Postage Costs
Return postage is covered by us only when you have received the wrong item or an item that arrived damaged.
In all other circumstances, return shipping costs are the customer’s responsibility.
Stock Availability & Supplier Delays
While we make every effort to maintain accurate stock levels, certain products may become unavailable after an order has been placed.
Products awaiting supplier replenishment may require additional processing time before dispatch.
Some orders may take up to 8 weeks to dispatch depending on supplier stock availability.
Where significant delays occur, we may contact customers regarding available options, including waiting for stock, partial shipment, replacement products or refunds where appropriate.
Refunds, Replacements & Credit Notes
If a product in your order is out of stock and we are unable to fulfil it, we will contact you by email with the available options. These may include a full refund, replacement product or store credit note.
Please reply to our email within 48 hours so that we can process your preferred resolution as quickly as possible.
If we do not hear from you within 48 hours, a credit note for the value of the unavailable item(s) may be automatically issued to your account. This credit can be used toward a future purchase on our website and does not expire.
Please note: Credit notes are applied to your Kitoko Glow account and cannot be exchanged for cash.
If you believe you have not received our email, please check your spam or junk folder before contacting us.
Need Help?
If you have any questions regarding delivery, tracking, missed deliveries, returns or shipping options, please contact the Kitoko Glow customer support team.