Frequently asked questions
Ciaté London is the home of premium British beauty! To shop with us please create an account using your email address and a secure password. Within your account you are able to save multiple shipping address and link to Paypal for a speedy, secure checkout. Please note that if your email address is not recognised, but have previously shopped with us, you will need to create a new account for security reasons.
No! Ciaté London is Peta Certified and Cruelty Free, we are committed to a kind and sustainable future for all!
Of course! Order by 3pm and receive your order the next working day, by selecting our Next Day Shipping at checkout! We use DPD for our next day service and this option is available for UK only.
We do not recommend getting an order delivered to a hotel address. We cannot be responsible for any packages which are delivered to the address and consequently go missing, we will not issue a refund in this event.
• See returns instructions here
• Refunds are offered within 5 working days of receiving the item.
• Postage for the return needs to be paid for by the customer. We recommend using a tracked service, with proof of delivery.
• Shipping fees are non-refundable.
• For reasons of Health and Safety we can only offer refunds on items which are unused. Items must be returned in their original packaging.
• Items which are returned to us having been used will not be granted a refund.
• If an item arrives faulty or damaged, we will gladly replace the item free of charge.
• Exchanges are only available on the same item in a different shade. Exchanged items must be returned to us unopened and unused. Ciaté London will pay costs to send the exchanged item back to the customer.
• If order qualifies for a free gift, the gift will also need to be returned in a saleable condition or the refund will not be granted.
• If buying an item as a set or as a group of products under one product code, the whole set will need to be returned to us in order to be refunded. Under no circumstance will we accept part returns. In the event of this happening, we will return the items back and no refund will be given.
If you are having an issue with your delivery please email us on Customer Services referencing your order number so we can easily help you.
Within the UK we aim to have your items with you within 2-7 working days (this may increase to 3-10 working days during busy periods such as Christmas). Within the rest of Europe, we aim to have your items to you within 5-7 working days (this may increase to 7-14 working days during busy periods such as Christmas & Black Friday discounts).
If you want to return an item you can do so as long as the product is unopened and unused within 28 days of the item being delivered. Please use our Returns Centre to begin processing your exchange. Please also contact the Customer Services team to specify why you are returning the item/s, and if you are returning the item/s for a refund or an exchange. If the product is faulty please let us know the problem. Once we have received the item/s back into our warehouse we will arrange a refund or exchange for you.
See more information on returns here
If you would like to cancel your order, please e-mail our Customer Service Team as soon as possible at email@example.com. We will do our best to cancel your order before it is processed but this is not guaranteed as we aim to respond to all Customer Queries within 48 hours.
If your orders has processed or dispatched it can't be cancelled and to receive a refund the Returns Process will need to be completed or you can refuse the package upon delivery.
Once we have received the return a refund will be issued. Please allow 3-5 business days for refund processing.
If the items you've received are damaged, faulty, or not what you originally ordered, we will be happy to resend them to you. Please notify our Customer Service team within 7 days.
To ensure a quick resolution please provide the order number and images of the damaged, faulty, wrong items and packing materials in your e-mail so that we can assist you as quickly as possible.
If your order is incomplete please contact customer service on Customer Services with your order number. Please note that some items will be shipped separately due to longer lead times (I.E. personalised items) and we will communicate this to you with your tracking information
We accept all major credit cards; however we do not accept Amex. You can also pay with a PayPal account or Apple Pay.
We ship to mainland UK and most European countries. For European delivery information click here. Unfortunately we cannot ship nail polish to areas with postcodes AB, BT, FK, HS, IV & ZE.
Once all your items have been added to cart please log-in to your account and ‘Proceed to Checkout’. On this page you will see a summary of your order on the right hand side, including a space to ‘Apply a Gift Card or Discount Code’ – before proceeding on to your preferred Shipping Options
If your discount code is not working please contact Customer Services.
Please bear in mind that discount codes are only valid on full price products, they cannot be used in conjunction with any other offer or promotion, discounts cannot be added retrospectively and Ciaté London reserves the right to withdraw a promotion at any time.
If a product you want is out of stock then you can sign up for email alerts when it comes back into stock. Underneath the Out Of Stock alert is a link which reads ‘Can’t find your style?’ Please click on this link and enter your email address to be alerted as soon as new stock becomes available!
Due to security reasons, registered customers on our old website will need to re-register their account. This will not affect any previous offers or your rights with us. If you didn’t manage to claim back your ‘Loyalty Bows’ on your old account please get in touch with Customer Services who will allocate you a discount code for the same value
To enquire about becoming a Ciaté stockist, please contact our Customer Services team and they will forward on to the correct team. If we are able to work with you, a member of our sales team will get back to you. .
If you love our products and fancy sharing the experience with friends, you can ask them to use your name at checkout to redeem an exclusive 20% discount, if turn, you'll be sent a discount code.
1. You will receive a discount for each friend who orders from us for the first time
2. The discount is only applicable to full-priced items.
3. In order for you to qualify for your offer, the friend you refer must be over the age of 18 and a new customer to Ciaté London.
4. There is no requirement for you to be an existing customer of ours
5. You must be over the age of 18 in order to share this offer
6. You will be notified by email when each friend that you have referred shops with us
7. Your offer will be valid for 3 months from the date earned
8. Your discount cannot be combined with other offer or discount codes in a single order
9. Discounts cannot be offered or applied retrospectively
We offer Klarna Payments as an alternative payment solution, this allows you to pay for your order in 30 days time depending on whether you are eligible , for more information, see below:
Who is Klarna?
Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of Smoooth payments to more than 170,000 online stores. Over 60 million consumers worldwide have trusted Klarna to securely handle their payments.
How does Pay later work?
Once your order is confirmed, you'll receive an email with payment instructions within two days from Klarna. You'll then have 30 days to review your items on your order and only pay when you’re happy. If you wish to return your items, these must be unused and unopened in line with our cosmetics health and hygiene policy. Complete the payment online, at your convenience, with no extra cost. You can pay via credit or debit card at www.klarna.com/uk
Am I eligible for Pay later?
To use Pay later you must be at least 18. Whilst this option is widely promoted, Pay later is subject to your financial circumstances. When choosing Pay later, our assessment will not affect your credit rating.
How can I increase my chances of being accepted for Pay later?
Klarna is unique and offers Pay later based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have had Pay later before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.
Will a credit search take place against me?
Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Ciaté London run credit searches against you that could impact your credit rating.
Why have I not been offered Pay later?
Although Pay later is widely promoted it is not always universally available. The Pay later method is automatically generated by algorithms that are dependent upon a number of factors including amount of order, the online store, previous order history and item availability. Alternatively, you are able to complete your order by paying by credit or debit card at the checkout.
What are my payment options with Klarna?
You can pay with debit or credit card immediately in the checkout or take advantage of our Pay later payment option, where you can pay for the goods once you have received them via credit card or debit card. You can also use the Pay In 3 payment method if your order total is over £35.
What happens if I cancel or return my order?
As soon as Ciaté London have accepted your cancellation/return, then Klarna will cancel the statement or refund your payment.
What happens if I don’t pay for my order?
Payment is due 30 days after the item is shipped. To help you pay on time, we'll alert you two days before payment is due – you'll receive email reminders to pay – and, if very late, we’ll also send you a text or letter, too. If you fail to pay Klarna for your order, your credit score will be affected.
I have been asked to go to Klarna's site. Is this correct?
If you have chosen to Pay later, Klarna will send you an email with further details on how to pay. Your email will contain a link to Klarna where you can settle your payment with your credit or debit card.
What do I need to provide when I make a purchase?
If you want to make a purchase with Klarna you need to provide your name, address and email address. For some orders you may need to provide your mobile number or date of birth, too. All information will be sent to your email address, including payment reminders and links to your online statements. It's very important, that you give us the correct details, as otherwise you will not receive the payment information.
Is my payment information safe?
Payment information is processed securely by Klarna. No card details are transferred to or held by Ciaté London. All transactions take place via connections secured with the latest industry standard security protocols.
Can I pay before the due date?
You can pay for your order at any point after you receive the email from Klarna with the details of your payment on. Just follow the instructions on this email to pay for your order.
Have you received my payment?
If you pay by card, Ciaté London will confirm your order right away. If paying by Pay later, Klarna will send you a payment confirmation to the email address that you have used for your order. If you have made a payment but not received the payment confirmation, you can always check the status of your order and payments by logging in at www.klarna.com.
What happens to my statement, when I've returned the goods?
Once Ciaté London has received the return (partial or full) and you have received their confirmation of this, an updated statement will be sent to you by Klarna if you've made a partial return. With a full return, your statement will be closed. I've received a statement, but I've not yet received my goods. You have 30 days to pay, so you don’t need to pay right away. If your due date is near and there is no sign of your goods, please call Ciaté London to check on delivery. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment. I have cancelled my order. How long will it take until I receive my refund? As soon as the store has registered your cancellation or your return, the refund will be processed within 5 business days. I have asked for a refund.
How will I be refunded?
If you have paid for your order with card, the refund will be made back to the same card. If you have not paid the statement yet, then the refund will reduce the statement or cancel it completely. I haven’t received an email with my statement/payment information. If you do not have your statement number to hand you can log in at www.klarna.com/uk, where you will find all of your orders and be able to make payments.
I still have questions regarding payment, how can I get in touch?
Please visit Klarna https://www.klarna.com/uk/customer-service or please call Klarna's Customer Service:
Monday - Friday 9.00 AM - 9.00 PM
Saturday - Sunday 9.00 AM - 6.00 PM
020 300 50 833
If you have experience a reaction from using one of our products please fill in the survey. Click Here
Once you have filled in this survey our customer service team will get back to you within 48 hours on further instructions. Please save the product as you may be asked to return this to our development team for inspection.