Shipping & Returns
Do you offer free shipping?
We happily offer free shipping within the continental United States. Your order will ship via UPS Ground or USPS, whichever method is appropriate based on the weight of the order.
Orders to Alaska, Hawaii, Puerto Rico, U.S. Virgin Islands and other U.S. territories will ship Priority Mail via USPS only. All orders are shipped out of our warehouse in Northern California.
How quickly can you ship my items?
All orders will be processed and shipped within 2-3 business days after your order is placed. Our business hours are Monday through Friday from 9am-5pm PST. If you place an order on a Friday, your order will ship by Tuesday the following week, given Monday is not a holiday.
What shipping methods do you use?
We ship all K18 products via UPS. We also offer expedited shipping at an additional cost. Please NOTE: Allow 2-3 business days for processing before your package is shipped per the expedited shipping selected.
What is your return/ exchange policy?
If for any reason you are unsatisfied with K18, we happily offer a refund within 90 days of your receipt date for U.S. domestic orders placed directly through our website.
Please NOTE: We only process returns for products purchased directly through our website. Any K18 products purchased at our partnering salons must be returned to the store it was originally purchased from. Due to security constraints, we cannot reimburse you for an amount greater than your purchase amount.
How do I process a return?
To return your item, please contact a customer service representative at (415) 495-7210 x 101 or via email at email@example.com. Our business hours are Monday- Friday from 9am-5pm PST.
When will my credit card be refunded?
Please allow up to two weeks for your refund to appear on your credit card statement, each financial institution varies.
What happens if my product arrives damaged?
If your order from K18 arrives damaged and/ or unusable, please contact a customer service representative at (415) 495-7210 X 101 or at firstname.lastname@example.org. Our business hours are Monday- Friday from 9am-5pm.