FAQ
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 1pm and receive your order the next day, by selecting our Next Day Shipping at checkout! For deliveries in the UK we use a Whistl 72 hour service or our premium Next Day service. for European deliveries will have orders sent out via Interlink in the timeframe specified.
Please note that at busy times such as Christmas and Sale Periods some delivery options may be unavailable and it may take us slightly longer to send your order, but this will always be communicated and we'll do our best to get it to you as speedy as possible!
- Refunds are offered within 14 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.
- Please write the reason for return on packing list when sending the item back to us.
- 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 you are having an issue with your delivery please email us on customer.service@ciatelondon.com referencing your order number so we can easily help you.
Within the UK we aim to have your items with you within 3-7 working days (this may increase to 7-14 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).
If you want to return an item you can do so as long as the product is unopened and unused. Please contact the customer service team within 14 days of receiving the goods and 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.
If you wish to cancel your order please contact customer services as soon as possible after placing your order and we'll try our best to accommodate you. If the order has already been shipped or processed we may ask you to return it to us. Once we have received the order back we will arrange a refund.
If you have received a faulty or incorrect item then please contact customer service on customer.service@ciatelondon.com quoting your order number so that we can easily help you.
If your order is incomplete please contact customer service on customer.service@ciatelondon.com 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 (this excludes the Channel Islands, Scottish Isles and Northern Ireland) and most European countries.
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 service on customer.service@ciatelondon.com.
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 fill out the trade enquiry form on the website. One of our team will get back to you if we are able to work with 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 code for a FREE GEOLOLOGY POLISH WORTH £12.
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
5. In order to redeem your Free Nail Polish: once your friend has purchased, you will receive an email with your discount code – you must select a Gelology full-sized polish, place it in your basket and use the code in the discount box to get your - £12 discount.
76 P&P is not included in the offer.
7. You will be notified by email when each friend that you have referred shops with us
8. Your offer will be valid for 3 months from the date earned
9. Your discount cannot be combined with other offer or discount codes in a single order
10. Discounts cannot be offered or applied retrospectively