Frequently asked questions

No! Ciaté London is Peta Certified and Cruelty Free, we are committed to a kind and sustainable future for all!

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

If you are having an issue with your delivery, please email us on customer.service@ciatelondon.com. You can also chat with us live Monday to Friday (excluding public holidays) 9am
to 6pm GMT.

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).

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 on customer.service@ciatelondon.com or via live chat. We will do our best to cancel your order before it is processed but we are unable to cancel orders that have moved to dispatch. If we are unable to cancel your order you will have to follow or returns process (link)
or you can refuse the package upon delivery to have this returned to us at no
additional cost.  

Once we have received the return a refund will be issued. Please allow 3-5 business
days for refund processing.

If you have received a faulty or incorrect item, then please contact customer service on customer.service@ciatelondon.com or via live chat. Please provide your order number, images of the
faulty/incorrect item and packaging it arrived in.

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 ShopPay, PayPal, Apple Pay, GooglePay and Klarna.

 We ship across the United Kingdom.
 For European delivery information click here. 

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. . 

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:

Open hours:

Monday - Friday 9.00 AM - 9.00 PM

Saturday - Sunday 9.00 AM - 6.00 PM

08081893333

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.