Shipping & Returns
Shipping
We ship worldwide to the following countries:
Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Germany, Denmark, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Australia, Canada, Switzerland, Hong Kong SAR, Israel, Japan, South Korea, Malaysia, Norway, New Zealand, Singapore, United Arab Emirates, United States, United Kingdom
Estimated delivery times:
– Domestic Express: 1-3 business days
– Domestic Standard: 2-4 business days
– International (Europe): 2-11 business days depending on location
– International (Rest of World): 3-17 business days depending on location
Shipping rates are calculated at checkout based on your location and order size.
Returns
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at hello@keatsbeauty.com. Please note that returns will need to be sent to the following address: KEATS RETURNS, Pack Fulfilment, Unit 10 Freebournes Park, 14 Freebournes Road, Witham, CM8 3DG
Unfortunately we are unable to cover any return postage charges.
You can always contact us for any return questions at hello@keatsbeauty.com.
Damages & Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / Non-Returnable Items
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 Day Cooling Off Period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@keatsbeauty.com.
Contact
Questions about your order? Anything else?
Email us at hello@keatsbeauty.com
FAQs
What's the KEATS advantage?
Our team is made up of ex-industry insiders with decades of combined experience. They are behind some of your favourite beauty launches and wanted to bring this expertise to KEATS. This is the brand we wished existed.
What is ‘Efficacy %’?
It refers to the measured effectiveness of an ingredient in delivering its intended skincare benefits. This percentage is typically determined through clinical or in vitro testing, showing how well an ingredient performs in improving skin concerns.
To put it simply, the % at which an ingredient does what it says it will do.
To what extent does an ingredient work below efficacy %?
The effectiveness of an active ingredient used below the supplier’s recommended level is uncertain. Claims are based on testing at specific concentrations and using it at a lower concentration may result in little to no efficacy, with effects that may not be noticeable to consumers.
It’s worth noting, a well-designed formula with an advanced delivery system or technology could enhance the ingredient’s performance, even at a lower concentration. From a consumer POV this can often be a bit vague and confusing however, lacking the immediate, verifiable appeal of tested ingredient percentages.
How do I tell if my favourite brand's ingredients are at efficacy %?
Ask them! We created KEATS to empower our community, so that you can get the most from your skincare. We recommend reaching out to customer services to ask for %s of key ingredients. You can also ask the brand for the recommended efficacy %s.
Does 'higher percentage = better results' (e.g. brands using Niacinamide at 15%)?
The assumption that a higher percentage of an active ingredient always leads to better results is misleading. Several factors need to be considered:
- Potential for irritation: High concentrations can increase the risk of skin sensitivity and adverse reactions and can lead to a damaged skin barrier.
- Limited efficacy: Most active ingredients have a limit to how much can be absorbed by the skin, the rest will stay at the surface, inactive, making excessive concentrations wasteful and costly.
- Formulation stability: High levels of certain actives can negatively impact product stability, texture, and usability. An unstable or unpleasant formulation is less likely to be used consistently, reducing its overall effectiveness.
Does a more expensive formula mean a higher % ingredient or more effective formula?
Sadly, not necessarily. Just because a brand mentions an ingredient, it doesn’t mean it’s at a % level that actually works, regardless of price.
If the % of ingredients aren’t listed, look out for other markers of an effective formula e.g. innovative delivery systems or clinical trials (x% reduction in x days)
How are we able to use high % actives at such an affordable price?
We formulate in house, which allows us to cherry-pick every single ingredient, avoiding unnecessary filler ingredients and keeping the cost of the base formula as low as possible.
We scrutinize our formulations to keep pricing as low as possible, without sacrificing textures or experience.
What is our formulation strategy?
It's simple - fewer, but better ingredients (at tested %s). We ensure our formulas are streamlined but efficacious.
Is there a way to tell ingredient %?
Ingredients in an INCI list need to be listed in order of abundance (highest % → lowest %). However, anything under 1% can be listed in any order.
But, if a brand doesn’t explicitly call out ingredient %s there is no way to tell from looking at the ingredients list alone.
Do you do consumer trials?
Yes, as well as trusting in the effectiveness of our ingredient efficacy % results, we also test our formulas on 50 individuals of all skin types and tones.
Do you also do clinical trials?
We do user trials on all our finished formulas, and take before and after photos. You can find this information on the product page for each of our products. Not yet, but we’d love to in the future. After very careful consideration, we decided to forgo clinicals as we believe:
- Our key ingredients do the talking - We hand-pick our actives from the best raw material suppliers who have done extensive testing, which we share with our consumers.
- They are too expensive - Yes, you heard us. Clinical studies are incredibly expensive and as such, are typically carried out by huge brands (with huge budgets), and often the cost is passed on to the consumer via a higher price point. We made the decision not to do clinicals for the time being, in order to keep our pricing low and accessible.
What is your stance on sustainability?
It is integral at every level for us, but particularly in our packaging. We use glass packaging as it’s widely / easily recycled. For tube packaging (e.g. for our upcoming launches), we incorporate PCR (minimum of 25%) to avoid the use of virgin materials.
Our cartons are made from FSC board and made in a certified B Corp manufacturing facility. Eco / soy-inks are used.
Recycling information is available on the product page for each product.
At a brand-level we commit to planting 100 trees / month with TreeApp, and have the option for consumers to offset and plant a tree when they checkout on our site too.
We will incorporate technology from blockchain company Provenance in order to verify information to our consumers and avoid greenwashing.
We are cruelty-free and vegan.