Beauty. Confidence. You.

At Kisho Luxe, we want your experience to feel luxurious from the moment you place your order to the moment your products arrive.

Every order is carefully prepared and packaged with care, ready to become part of your beauty routine.

Please read the information below carefully before placing your order. By placing an order with Kisho Luxe, you acknowledge and accept the terms outlined in this policy.

UK SHIPPING

We currently offer standard UK delivery for £5.99.

Standard UK Delivery — £5.99

Orders are sent using Royal Mail.

Estimated delivery: 3–5 working days after dispatch.

Please note that delivery times are estimates and are not guaranteed delivery dates. Delivery may occasionally take longer due to circumstances outside of Kisho Luxe’s control.

FREE UK SHIPPING

Enjoy FREE standard UK shipping when you spend £45 or more in a single order.

Free shipping will automatically apply to qualifying UK orders at checkout.

The £45 free shipping threshold applies to UK orders only and does not apply to international orders.

INTERNATIONAL SHIPPING

We are delighted to offer Kisho Luxe to customers outside of the UK.

International orders are shipped using Royal Mail’s international services.

EUROPE

Estimated delivery: 7–10 working days after dispatch.

USA

Estimated delivery: 7–10 working days after dispatch.

CANADA

Estimated delivery: 7–10 working days after dispatch.

OTHER INTERNATIONAL DESTINATIONS

Estimated delivery: 7–10 working days after dispatch.

Please note that the 7–10 working day timeframe is an estimated delivery window and is not a guaranteed delivery date.

International orders may take longer than the estimated timeframe due to customs processing, local postal services, public holidays, weather, international disruptions or other circumstances outside of Kisho Luxe’s control.

Please allow the full 7–10 working day delivery window before contacting us regarding a delayed international order.

INTERNATIONAL SHIPPING COSTS

International shipping costs are calculated at checkout based on your delivery destination and the shipping service available for your order.

The shipping cost displayed at checkout is the applicable delivery charge for your order.

Our £45 free shipping threshold applies to UK orders only and does not apply to international orders.

CUSTOMS, DUTIES & IMPORT TAXES

International customers may be responsible for additional charges imposed by their destination country when an order enters the country.

These charges may include:

• Import duties
• Customs fees
• Local taxes
• VAT or equivalent taxes
• Handling or administration fees charged by the local postal service or customs authority

Any customs duties, import taxes or additional charges are the responsibility of the customer unless explicitly stated otherwise at checkout.

Kisho Luxe has no control over the amount charged by your country’s customs authority.

We recommend checking your country’s import regulations before placing an international order, particularly when ordering cosmetics from outside the UK.

ORDER PROCESSING & DISPATCH

Your delivery timeframe begins once your order has been dispatched, rather than from the moment your order is placed.

Once your order has been processed and dispatched, you will receive a shipping confirmation email containing your tracking information where a tracked service is used.

Please ensure that the email address provided at checkout is correct, as this is where your order and shipping information will be sent.

During busy periods, product launches, promotional events or periods of exceptionally high demand, order processing may take longer than usual.

We will always endeavour to process and dispatch orders as quickly as possible.

DELIVERY TIMES & DELAYS

All delivery times stated on this page are estimated delivery windows and should not be considered guaranteed delivery dates.

UK

3–5 working days after dispatch

Europe

7–10 working days after dispatch

USA

7–10 working days after dispatch

Canada

7–10 working days after dispatch

Other international destinations

7–10 working days after dispatch

Delivery times may be affected by circumstances outside of our control, including but not limited to:

• Postal service delays
• Customs processing
• Public holidays
• Severe weather
• International transport disruptions
• Incorrect or incomplete delivery addresses
• Delivery restrictions
• Local postal service delays

Kisho Luxe cannot guarantee delivery by a specific date unless a specific guaranteed delivery service has been expressly offered at checkout.

TRACKING YOUR ORDER

Where a tracked delivery service is used, tracking information will be provided once your order has been dispatched.

Please use the tracking information provided in your shipping confirmation email to monitor the progress of your parcel.

Once your parcel has been handed to the delivery carrier, some aspects of the delivery process are outside of Kisho Luxe’s direct control.

If your tracking information states that your parcel has been delivered but you cannot locate it, please check:

• Your letterbox or usual delivery location
• With other members of your household
• With neighbours
• Any safe place specified for delivery
• With your local Royal Mail delivery office or postal service

If you are still unable to locate your parcel, please contact us at:

kisholuxe@gmail.com

Please include your order number and tracking information so that we can assist you.

INCORRECT DELIVERY INFORMATION

Please take care when entering your delivery details at checkout.

Kisho Luxe cannot be held responsible for delays, failed deliveries or parcels being delivered to an incorrect location where an incorrect or incomplete delivery address has been provided by the customer.

If you realise that you have entered an incorrect delivery address, please contact us as soon as possible at:

kisholuxe@gmail.com

If your order has not yet been dispatched, we will do our best to assist you.

However, we cannot guarantee that an address can be changed once an order has entered the fulfilment or dispatch process.

EXCHANGES & DAMAGED PRODUCTS

At Kisho Luxe, every order is carefully checked and packaged before it leaves us.

However, we understand that occasionally a product may become damaged during transit.

If your Kisho Luxe product arrives damaged or defective, please contact us within 14 days of receiving your order.

We operate an exchange-only policy for eligible damaged or defective products.

To request an exchange, please email:

kisholuxe@gmail.com

Please include the following information:

1. Your full name
2. Your order number
3. The product name and shade
4. A description of the issue
5. Clear photographs of the damaged or defective product
6. Photographs of the outer packaging and shipping packaging, where relevant

Providing clear photographs allows us to assess the issue and determine the appropriate resolution as quickly as possible.

We may request additional photographs or information if required.

EXCHANGES FOR DAMAGED PRODUCTS ONLY

Our exchange policy applies specifically to products that arrive damaged or defective.

We do not offer exchanges simply because:

• You have changed your mind
• You no longer want the product
• You selected the wrong shade
• The colour is not what you expected
• You ordered the wrong product
• You do not like the product once opened or used

Please select your shades carefully before completing your purchase.

We provide product descriptions, shade information and imagery to help you make an informed choice.

Because Kisho Luxe products are cosmetics intended for use on the lips and skin, opened or used products cannot ordinarily be returned or exchanged for hygiene and product-safety reasons, unless the product is defective or another statutory consumer right applies.

NO REFUNDS

Kisho Luxe operates an exchange-only policy for eligible damaged or defective products.

We do not offer refunds for:

• Change of mind
• Incorrect shade selection
• Unwanted products
• Incorrect product selection
• Products that have been opened or used

However, nothing in this policy affects your statutory consumer rights.

If a product is faulty, defective, not as described or otherwise does not meet the requirements of applicable consumer law, you may have rights that apply in addition to the terms of this policy.

DAMAGED IN TRANSIT

If your parcel arrives visibly damaged, we recommend taking photographs of the outer packaging before opening the parcel, where possible.

If the product inside has also been damaged, please photograph:

• The outer packaging
• The internal packaging
• The damaged product
• Any leakage, breakage or visible damage
• Your order packaging or packing slip, where applicable

Please send these photographs to:

kisholuxe@gmail.com

along with your order number and details of the issue.

This information helps us assess what happened and determine the appropriate next steps.

WHAT HAPPENS AFTER I CONTACT YOU?

Once we receive your email, our customer care team will review the information you have provided.

If your exchange request is approved, we will contact you with the next steps.

Depending on the circumstances, we may ask you to return the damaged or defective product before an exchange is issued.

Please do not send any products back to us without contacting us first and receiving instructions from our team.

Unauthorised returns may not be processed.

RETURN SHIPPING FOR APPROVED EXCHANGES

If we determine that your product is eligible for an exchange, we will provide you with the relevant return instructions.

Where Kisho Luxe requires a damaged or defective product to be returned, we will advise you of the applicable return arrangements as part of the exchange process.

Please follow the return instructions provided by our customer care team carefully.

We cannot accept responsibility for products returned without prior authorisation or outside of the return instructions provided.

COSMETICS & HYGIENE

At Kisho Luxe, product hygiene and customer safety are extremely important to us.

Our products are cosmetics intended for use on the lips and/or skin. For this reason, we cannot ordinarily accept opened or used products for exchange.

Please do not send used or opened products back to us unless our customer care team has specifically instructed you to do so.

If you believe that a product is defective, please contact us before returning it so that we can advise you on the appropriate next steps.

LOST OR DELAYED ORDERS

If your order has not arrived within the applicable estimated delivery window, please first check your tracking information where available.

For UK orders, please allow the full 3–5 working day estimated delivery period after dispatch.

For international orders, please allow the full 7–10 working day estimated delivery period after dispatch.

If your order has still not arrived after the applicable delivery window, please contact us at:

kisholuxe@gmail.com

Please include:

• Your full name
• Your order number
• Your delivery address
• Your tracking number, if applicable
• Any relevant information shown on your tracking information

We will do our best to assist you in locating your order.

IMPORTANT INFORMATION

Before placing your order, please be aware of the following:

• UK standard delivery is £5.99.
• UK orders over £45 qualify for free standard shipping.
• Free UK shipping does not apply to international orders.
• UK delivery is estimated at 3–5 working days after dispatch.
• International delivery is estimated at 7–10 working days after dispatch.
• International shipping costs are calculated at checkout.
• International customers may be responsible for customs duties, import taxes and local charges.
• Delivery timeframes are estimates and are not guaranteed delivery dates.
• Delivery delays can occur due to circumstances outside of Kisho Luxe’s control.
• Damaged or defective products must be reported within 14 days of receipt.
• Exchange requests must be submitted by email to kisholuxe@gmail.com.
• Your order number must be provided when contacting us about an exchange.
• Please provide photographs when reporting damaged or defective products.
• Products should not be returned without prior authorisation.
• We do not offer refunds for change of mind, incorrect shade selection or unwanted products, subject to applicable statutory consumer rights.
• Opened or used cosmetic products cannot ordinarily be exchanged for hygiene reasons, unless the product is defective or another statutory consumer right applies.

NEED HELP WITH YOUR ORDER?

We’re here to help.

If you have a question about your order, delivery, damaged product or exchange, please contact our customer care team:

kisholuxe@gmail.com

When contacting us about an existing order, please always include your order number so that we can assist you as quickly as possible.

We aim to provide a smooth, personal and luxurious experience from the moment you place your order.

Thank you for choosing Kisho Luxe.

KISHO LUXE

Beauty. Confidence. You. 🤎