FAQs

Effective Date: November 10, 2025

At Kate Somerville, we want every experience — from your first visit to your latest refill — to feel effortless, informative, and personal.
If you don’t see your question below, our Customer Care team is happy to help at customercare@katesomerville.com or (888) 243-0646.

ORDERS & SHIPPING

When will my order ship?

Most orders ship within 1–2 business days (excluding weekends and holidays). You’ll receive an email confirmation with tracking details once your order leaves our facility.

Where does Kate Somerville ship to?

We ship to all US states, Guam, Puerto Rico, and the US Virgin Islands. Currently, we don’t ship to the Northern Mariana Islands or American Samoa.

Do you ship internationally?

At this time, katesomerville.com ships only within the United States. For customers in the UK, please visit our UK site. 

How can I track my order?

When your order ships, you’ll receive a tracking link by email and/or text if you are enrolled in our SMS messaging. You can also log in to your account to view your order history and shipment status.

What are the shipping options and costs?

We offer Standard and Priority shipping. Rates are calculated at checkout based on your location and selected service.
Occasional free shipping offers apply to qualifying U.S. orders after discounts and before tax.

My package says “delivered” but I haven’t received it. What should I do?

Please check with your neighbors or local carrier first. If you still haven’t received your order, reach out to customercare@katesomerville.com within 7 days of the delivery notice. We’ll help resolve it.

Can you ship HAZMAT (hazardous materials) products to U.S. territories?

Unfortunately, due to shipping regulations, we are unable to ship HAZMAT products (such as aerosols or alcohol-based items) to U.S. territories, including Puerto Rico, Guam, the U.S. Virgin Islands, and others. If your order contains one of these items and is being shipped to a U.S. territory, we’ll notify you and help adjust your order so you can still receive the rest of your products.

What are the HAZMAT (hazardous materials) products?

• UncompliKated Setting Mist SPF 50 - 96 g / 3.4 oz

• EradiKate Acne Treatment - 30 ml / 1 fl oz 

• EradiKate Cleanser Duo   

• EradiKate Essentials Duo 

Are there any other restrictions if my order contains HAZMAT items?

Unfortunately, due to shipping regulations, we are not able to ship orders with HAZ items Priority. 

What are the holiday shipping cut off dates for 2025?

The holiday season is here, and we want to make sure your gifts arrive on time! To help ensure delivery by December 25, 2025, please review the recommended shipping cutoffs listed below. While these dates are provided by each carrier, we strongly encourage placing orders as early as possible to avoid potential delays from weather or increased seasonal volume.

Recommended Final Shipping Dates

SHIPPING, TRACKING, LOST PACKAGES

My tracking status shows my order is delayed with the carrier. What should I do?

If your order has been delayed by the shipping carrier and has not been delivered within 10 business days of the last expected delivery date, you must submit a lost package claim directly with the carrier (e.g., USPS, FedEx, UPS). Please contact the shipping carrier to initiate the claim process. We recommend keeping a record of your claim number and any communication with the carrier.

My tracking status says my order was delivered, but I never received it. What should I do?

If your tracking status shows "Delivered" but the package is missing, you must submit a claim directly with the shipping carrier as soon as possible. Once the carrier marks the package as delivered, it becomes a delivery dispute between the customer and the carrier. Contact the carrier immediately to report the missing package and file a claim. You may also want to check with neighbors or building management, as packages are sometimes misdelivered.

Who is responsible if my package is lost or missing after it has shipped?

Once a package leaves our facility and is scanned into the carrier's system, we are not responsible for lost, missing, or stolen packages. The shipping carrier assumes responsibility for the package's safe delivery. Any claims for lost, missing, or stolen packages must be filed by the customer directly with the carrier. We cannot file these claims on your behalf.

Our Responsibility: We ensure your order is packed correctly and handed over to the designated shipping carrier.

Note: We strongly recommend choosing a secure delivery location.

RETURNS & REFUNDS

What is your return policy?

We accept returns within 30 days of purchase for products bought directly from katesomerville.com. Items must be at least half full and in their original packaging.

If you would like to return any items from your katesomerville.com order, please initiate your return in our returns portal. If the products were purchased from a different retailer, please contact them directly to initiate the process.

Can I exchange a product?

We don’t currently offer direct exchanges. Please return the original item for a refund and place a new order for the product you’d like instead.

When will I receive my refund?

Refunds are typically processed within 7–10 business days after we receive your return.
If you used a debit or credit card, your bank’s processing time may vary.

ACCOUNT & SUBSCRIPTIONS

Do I need an account to place an order?

No. You can check out as a guest or create an account to enjoy faster checkout and view your order history.

How do I update my account information?

Log in to your account at any time to update your address, payment method, or password.

What is Auto-Replenishment?

Auto-Replenishment allows you to receive your favorite products on a regular schedule — so you never run out.
You can manage, modify, or cancel your subscription at any time from your account or by emailing customercare@katesomerville.com.

Will I be charged automatically for subscriptions?

Yes. Your selected payment method will be charged each time your order renews. You’ll receive an email reminder before each shipment.

PRODUCTS & FORMULAS

Are your products cruelty-free?

Yes. Kate Somerville is proudly cruelty-free and does not test on animals.

Are your products safe for sensitive skin?

Many of our formulas are designed with sensitive skin in mind. We recommend patch-testing any new product and consulting your dermatologist for specific concerns.

Do your products contain parabens or sulfates?

Our formulations are developed to meet high clinical and clean-beauty standards.
For full ingredient details, see each product page’s “Ingredients” section.

Where are Kate Somerville products made?

Our products are manufactured in the United States and other select locations that meet our strict quality and safety standards.

PROMOTIONS & GIFT CARDS

How do I apply a promo code?

Enter your promo code during checkout in the “Discount Code” field and click “Apply.” Only one code can be used per order unless otherwise stated.

OTHER QUESTIONS

Do you test on animals?

Never. We are certified cruelty-free and committed to ethical testing practices.

Do you offer professional treatments or consultations?

Yes. Our Kate Somerville Skin Health Experts Clinic in Los Angeles offers advanced facial and dermatologic treatments.
To learn more or schedule an appointment, visit the Clinic page on our website.

How can I contact Customer Care?

We’re here to help Monday–Friday during standard business hours (9AM-5PM PST).
Contact us at customercare@katesomerville.com or call (888) 243-0646.

POLICY REMINDERS

For complete information about orders, privacy, and data protection, please review our:

• Terms & Conditions
  
  

• Terms of Sale
  
  

• Shipping & Returns Policy
  
  

• Privacy Notice
  
  

Still need help?

Our team of experts is happy to assist with skincare guidance, order questions, or account support; just reach out.

Kate Somerville Skincare, LLC
Part of Rare Beauty Brands
399 Boylston St, Ste 650
Boston, MA 02116 USA