Thank you for purchasing from our website, we really appreciate you and your support. We would like to clarify the processing time and shipment terms for Kem Beauty so that you are aware and take this into consideration before and after making a purchase. We value you and your purchase and think it's important to let you know what goes on and what we can and cannot do in this Covid-19 period.
We are a small business and we get many orders a week, we hand wrap/gift wrap all of them with love. Everything is fulfilled and handled in house. This is why we ask for minimum 2 working days and maximum 3 working days processing time from the date of your order. A working day is Monday through Friday from 9 a.m. to 5 p.m. Weekends are not working days.
Processing time is the maximum amount of time it takes to package your order etc, the reason ours may be longer than other larger established businesses, is because we have a lot of orders to do at any given time and it takes a while to package them all accurately. Usually, we get items out quicker than the time stated.
Your order will be sent to Royal mail at the end of this processing time for them to process and send your goods to you.
During this time of covid-19 and the restrictions that ensue, we must emphasise that once your order is in the Royal mail network, we have no control over when or how you will receive it. Delays to your item unfortunately are not a reflection of us and our service. We send the order out with the postage type you pay for and generally hope for the best. Royal Mail is under immense pressure and some weeks your order may come quickly and other times, it may not, regardless of what shipping option you choose. As a business, we also receive incoming things delayed via Royal Mail, this just goes to show how unpredictable the service can be.
First class shipping means that we pay the first class rate and select that option to send it to you. We advise that everyone selects first class shipping to compete their order because it is the fastest and even when it is delayed, it is always a faster service than selecting 2nd class or standard delivery.
Naturally, we want you to get your order as soon as possible but what we have realised is that Royal mail has its good and bad weeks. First class shipping does not guarantee that you will receive said item in 2 days. We as a small business have no control over how quickly Royal mail gets your items to you therefore, we will not refund your shipping if Royal mail delivers your item late.
In many instances we find that those living in particular postcodes receive items quicker than others, we are not sure why that is, as we are still trying to pinpoint where the delays stem from ourselves. It may be because the delivery office we take our orders too is in South East London. It may also be a reflection of how quickly certain parcels travel through the network to your local delivery office or how many parcels your local postman can take a day, it may also be a reflection of how quickly our delivery office processes our parcels. Once we leave the delivery office we have not the slightest idea how our parcels will be dispatched or how quickly.
When you receive your tracking number from us, you may not be able to track your order, it may pop up with a message that says "an update will only be provided when we attempt to deliver your item" this does not mean that your item will not get to you, it just means that Royal Mail are not providing tracking services at this time and that only if they try to deliver and they miss you, will you get an update. We don't know why this is, quite frankly, it would make everyones lives more easier if they provided end to end tracking on all services. We understand that it may be frustrating not knowing where in the network your item is but be rest assured that it will most likely get to you. We have had customers receive their items up to 16 days after we posted it, this isn't great but it serves as an insight as to how uncertain Royal Mail shipping can be. Please see this article for further insight.
Royal Mail also also loses our outgoing parcels from time to time. We are uncertain as to where these parcels end up but we have been advised by Royal Mail that we should give a 21 day buffer from date of dispatch. If, after this 21 days, the recipient has not received the item then the item is lost and we can make a claim and either refund or resend to you. Although waiting 21 days is not ideal, its the best we can do. We ask you to please exercise patience before asking for a resolution to a delayed parcel. As a small business we cannot afford to continuously refund or resend items without being sure it is lost. If we do this prematurely, the recipient may receive items twice or receive their items and a refund because it got to them eventually and it was just a case of delay.
Contacting Royal Mail
Finally, as much as we would like to, we cannot contact Royal Mail for you should your parcel be delayed etc. That would take a considerable amount of time for us that we just do not have as a small team. Hopefully in the future we can have a dedicated customer service team that can do this. We advise you contact Royal Mail yourself if you have any queries and you are not satisfied with their service. They can be reached at 0345 774 0740 waiting times can take up to 1.5 hours. Feel free to keep us updated with the outcome.
It is important as a business that we clarify this information to manage our customers expectations of us. As the business grows it is natural that customers expectations of us are different as you probably think our team is bigger than it actually is (which is a compliment)! We are committed to improving processes and products always. This is why your current order will always be better than your last. We are honestly just as frustrated as you are at times with delivery services in this covid period but we would like to believe that Royal Mail are trying their best.
Again, if you are dissatisfied with anything we do, please pop us an email and we will always do our best to rectify it, because our customers are the heart of our brand.