Frequently Asked Questions

Welcome to our FAQ Page


✅There are a number of payment options at our checkout. Please view these options below:

  • Visa and MasterCard
  • Apple Pay
  • American Express
  • PayPal 

✅100% Secure & Trusted Payments

Our payment methods online are incredibly safe, and we do not store or save your payment information.

Once your order is confirmed, your payment is processed in real time where the transfer of funds takes place immediately, and you will be instantly notified as to whether or not your payment has been successfully processed. Our payment system uses the highest level of encryption available, to ensure that your payment details are always safe.

All payments are processed with 256-bit SSL encryption for secure ordering.

Returns and Exchanges

Beauty by Kleo understands that you will not always be able to test or handle our products prior to purchasing, so it's important that you have read all the related information prior to purchasing an item.  

Whilst we do offer a 30-day Return Policy for many of our eligible items, it is very important to note that Consumer Guarantees do not apply if you simply changed your mind, found the product cheaper somewhere else, decided you do not like the product, or have no use for it, so please check the item listing carefully at the time of purchase to see if the product you have ordered is right for your needs. 

Can I Return My Product?

✅To be Eligible for a Return:

  • 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.
  • The product must be returned within 30 days of receiving it.
  • 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.
  • Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants).
  • Personal care goods (such as beauty products) - including creams.
  • The product is in a resalable condition and original packaging.

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. Please remember it can take some time for your bank or credit card company to process and post the refund too.

✅To Start a Return, contact us at and If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

*Please note that the purchaser will bear any shipping costs associated with the returns.

✅You can always contact us for any return questions at

✅For any issues or concerns please get in contact by emailing:

✅You can also use our Customer Support contact form by selecting 'Contact Us" from the home page menu bar.

✅You can use the chat feature from the website and chat to a customer service representative. 

Please note we strive to be available throughout the day via our chat feature and we make sure we have responded to all emails within 1-24 hours. 

Please don't hesitate to get in contact if you have any issues or concerns😀

Shipping & Delivery

✅All shipments include business days, and not weekends or holidays.  

There are circumstances that are out of control (natural disasters, holidays, weather, etc) that may cause shipping postponements. While most packages will arrive on time, there may be circumstances and delays that our carriers may experience. For this reason, we do not guarantee the exact delivery time; the delivery issue is the responsibility of the shipping company. 

  • Average transit time to the United States: 8 - 18 days
  • Average transit time to the UK: 5 - 10 days 
  • Average transit time to New Zealand: 6 - 12 days  
  • Average transit time to Australia: 7 - 15 days 
  • Average transit time to Canada: 10 - 20 days
  • Average transit time to Europe: 9 - 17 days
  • Average transit times to Other Countries not listed: 20 - 40 days

What If My Order Hasn't Arrived In The Estimated Time?

Please note that our shipping guidelines are based on the estimated time of arrival from the dispatch date, not the date your order is placed.

Please be advised that our delivery time guidelines are based on business days, which only includes Monday - Friday and excludes public holidays.

If your parcel is being delivered to a home address and you have left delivery instructions, please check around your property (such as the meter box, carport etc) for somewhere safe the delivery driver may have left your parcel.

Please check your confirmation email to confirm your delivery address was correct.

Local and International Shipping

U.S. orders will be shipped via USPS & FedEx and International Orders will be shipped depending on the fulfilment centre the product is from.


• CANADA - Canada Post


• AUSTRALIA - Australia Post 

What Countries Do You Ship To?

We ship Worldwide to over 40+ countries but for any reason we cannot ship to your country due to logistics issues, or government / customs related issues, we will refund your order and notify you via email. 

✅ Will I Be Charged Customs Duty Tax?

Some countries (UK, the E.U., and Canada in particular) charge Customs fees or import duties on merchandise ordered from overseas.

Please be aware that these charges are the customer's responsibility and are beyond our control. We advise that you contact the relevant government body in your country (e.g. Customs & Excise) for information on what these charges might be.

By law, we have to declare the status (i.e. "merchandise" or "gift") and the value of each parcel accurately. It is a criminal offence for us to make a false Customs declaration, and we are unable to misrepresent your goods for the reduction of import duties/tax fees.

Your tracking number can be located in your dispatch confirmation email, and there will be a direct link in this email to track your parcel in our tracking system.

You will receive your dispatch confirmation email once your parcel has left our warehouse.