FAQs

The fastest solution is to create a new account. Don't worry – your Ultimate Rewards will be transferred to your new account as long as you use the same email address.

Once an order is submitted, several departments and team members start taking immediate action. As a result, we cannot modify or change orders after they’ve been placed.

• Some couriers leave packages in unexpected locations, so start with a detailed search of your home and surrounding areas. 
• Also check with your neighbors in case the package was left with them for security.

All KateSomerville.com shipments are packed with great care. Any damages, shortages, or lost or stolen packages must be reported to the Kate Somerville Customer Care team within 48 hours of the delivery date.

Some of our products require ground shipping, including our EradiKate™ Acne Treatment, UncompliKated SPF and any kits containing these products. We apologize for any inconvenience this causes.

We don’t offer exchanges for our skincare products. However, we do accept returns on items purchased directly from our website, within 30 days. Please see our Return Policy for details.

Here are our top Retinol recommendations:

• Only apply Retinol products during your evening routine.
• Weekly Retinol use should increase with age. In your 20s: apply Retinol twice a week. In your 30s: apply Retinol three times a week. And so on for each additional decade. 
• Only use one product containing Retinol on any given day. 
• Always wear SPF during the day when using products containing Retinol.
• Monitor any skin sensitivity and adjust product use accordingly.

We don’t disclose the percentage of Retinol in our products due to formulation confidentiality. All products have been formulated to provide the maximum effectiveness of the ingredients included while working for most skin types.

We are certified Cruelty Free by PETA.

KateSomerville.com products contain plant-based ingredients with a blend of naturally and synthetically-derived ingredients.

Due to our manufacturing process, we are unable to confirm that any of our products are gluten-free.

Ultimate Rewards is the loyalty program for KateSomerville.com. This program allows you to earn points for making online purchases, reviewing products and more. You can then redeem those points for exciting skincare rewards. Ultimate Rewards has 3 loyalty tiers – Premier, Elite, Icon – based on the number of points you’ve collected.

Everyone is welcome! All KateSomerville.com customers may enroll in the Ultimate Rewards program.

Good news! Enrollment in Ultimate Rewards is completely free.

Visit http://www.KateSomerville.com/Rewards for the quick and easy enrollment steps.

The key to earning points is making sure that you’re logged into your KateSomerville.com account before making a purchase.

All online purchases at KateSomerville.com qualify for points, including:

• Auto-Replenishment orders
• Purchases made during Double Points events

You’ll also earn points on your birthday, on your Ultimate Rewards anniversary, and we’ll sprinkle in a few more surprises, too!

The number of points you earn will vary based on which tier you’re in – Premier, Elite or Icon. Your loyalty tier is determined based on the number of points you’ve collected in the current calendar year.

• Premier: 1-499 points per year
• Elite: 500-999 points per year
• Icon: 1000+ points per year

• Purchase points: No limit
• Auto-replenishment orders: No limit
• Writing a product review: Limited to 90 points per month

When you first earn points for purchasing on site, they will initially appear as pending. Purchase points only become available for redeeming awards after the specified pending period has passed. You can view your pending and current points balance in your Kate Somerville Rewards account dashboard. Log in to your Kate Somerville account, go to ‘My Rewards’, then click on ‘Activity’ to view approved and pending points. Purchase points remain pending for 30 days.

Ultimate Rewards Points expire 365 days after the date they were earned. Make sure to use your points before they expire!

Here’s how the points work:

• 200 points: $10 reward on your next purchase of $10 or more
• 300 points: $15 reward on your next purchase of $15 or more
• 400 points: $20 reward on your next purchase of $20 or more
• 500 points: $25 reward on your next purchase of $25 or more

To view your Ultimate Rewards points balance and activity, click on 'My Account' and enter your information. Once you are logged in, click the link in the footer for ‘Ultimate Rewards.’ That’s where you’ll find your current points status, a detailed list of all program activity, and the points you have accrued for each action.

Make sure you’re logged into your KateSomerville.com account.

• Go to the product you want and select ‘Add to cart.’
• Next, select ‘Go to Checkout’.
• On the checkout screen, underneath your cart summary, confirm that you want to use your points. If you don’t have enough points yet, the amount needed will be shown there.
• Your reward savings will be automatically subtracted from your order’s subtotal.
• Complete the checkout process as normal.

For now, purchasing products and services at Kate Somerville Skin Health Experts Clinic does not contribute to earning Ultimate Rewards points.

Auto-Replenishment puts your skincare on auto-pilot. On the product page, select the Auto-Replenishment option and your preferred shipment frequency before adding the product to your cart. That’s it. Finish checking out as normal.

After you join Auto-Replenishment, you’ll receive an email confirmation. This email will include a link where you can manage future orders and Auto-Replenishment account information.

• Auto-Replenishment orders ship according to your chosen frequency. 
• You will only be billed when an order ships. 
• You’ll receive an email reminder 10 days before shipping. 

You’ll also receive email notifications with important information related to your Auto-Replenishment account, like updates if your item is discontinued or temporarily out of stock, if you cancel your subscription, and confirmations when an order is placed successfully.

We’ve made Auto-Replenishment easy to manage. Visit the ‘Manage Your Subscriptions’ link in your account anytime you want to change your next order date, skip an order, change your selected frequency, or cancel a subscription. Please allow up to 24 hours for modifications or cancellations to be processed.

After logging in to your account, please visit the 'My Subscriptions' link in the right-hand column. Click the ‘cancel replenishment’ link. You'll be prompted to confirm this action and note your reason for canceling. After clicking the 'Deactivate’ button, your subscription will be canceled and no future orders will be placed. You’ll receive an email notification confirming this action.

After logging in to your account, please visit the 'My Subscriptions' link from the right-hand column. Click the ‘Skip Order’ button and then click ‘Skip Delivery’ to confirm.

After logging in to your account, please visit the 'My Subscriptions' link from the right-hand column. From there, you have two options.

• Option #1: To change your shipping address for the next order only, click the 'Edit' link located below your current shipping information. Select a previous shipping address from the dropdown menu or create a new one to add to your account. 
• Option #2: To change your shipping address at the subscription item level, which will cause all future orders to be shipped to this address, click the 'Edit' link located below your current shipping information. Select a previous shipping address from the dropdown menu or create a new one to add to your account. Then check the box for ‘Use for all shipments’.

Whichever shipping change you select, don’t forget to press ‘OK’ and verify that your updated information was saved successfully. Please allow 24 hours for modifications or cancellations to be processed.

After logging in to your account, please visit the 'My Subscriptions' link from the right-hand column. Your next delivery dates per subscription will show there, and you can edit as needed.

Yes! First, make sure you’re logged into your account. Click on the 'My Subscriptions' link from the right-hand column, then click on ‘Add to your order’ under the relevant subscription. Then on the product page you want to add to your order, click the 'Add To My Auto-Replenishment Order' button. When you click this button, you’ll have the option to add the item as a one time only purchase or subscription.

All Auto-Replenishment subscriptions require a credit or debit card payment. Alternative payment forms, such as PayPal or AfterPay, cannot be accepted.

Afterpay is a convenient payment method that allows you to buy what you want today and pay for it in four (4) equal installments. Payments are due every two weeks and are interest-free. Check out the Afterpay Website for more information.

It’s easy! Choose Afterpay as your payment method at checkout. After selecting 'Place Order' you’ll be redirected to the Afterpay website. Follow the prompts to sign up for Afterpay, or log in if you are an existing user, to complete your purchase.

All purchases on KateSomerville.com between $35 and $1000 are eligible for Afterpay.

Afterpay is only available to customers who reside in the United States.

Afterpay customers are required to pay their first installment at the time of purchase. Each of your three (3) remaining scheduled installments are automatically deducted from the original payment method every two weeks. You can log in to your Afterpay account at any time to view your payment schedule or make a payment early. If you choose to make a payment early, Afterpay will automatically adjust the balance owed.

If funds are not available at the time the automatic payment is due, you will be charged an $8 late payment fee by Afterpay. An additional $8 fee will be charged if the missed payment is not made within seven days. Late fees will not exceed 25% of the total order. Please review Afterpay’s Payment Purchase Agreement for more information.

Standard shipping times apply for all Afterpay orders. Please refer to our Shipping Policy for more information.

Currently, Afterpay cannot be combined with Auto-Replenishment. If you have an Auto-Replenishment item in your bag, the Afterpay payment option will be disabled.

Visit the Afterpay Website for a comprehensive list of their FAQs. You can also view Afterpay’s Privacy Policy. KateSomerville.com does not manage or control Afterpay transactions. If you have a question about your Afterpay account or order, please contact Afterpay’s Customer Support at 855-289-6014, or use their Contact Form.

We're on standby for you! Reach out to our Customer Care team by email at customercare@katesomerville.com or by chat Monday - Friday, 9am - 5:30pm PST.