Shipping policy
Shipping & Delivery Policy
Last updated: 19 October 2026
KLOUD ESSENCE is operated by Cerys Jade, a sole trader trading as KLOUD ESSENCE.
For shipping and delivery enquiries, please contact support@kloudessence.com.
Order preparation
We work with specialist fulfilment partners to prepare, package and dispatch your products.
Orders containing 1–20 daily care products normally take approximately two full working days to prepare. Larger orders may require additional preparation time.
Working days exclude weekends and applicable public holidays.
UK delivery times
Daily care products
Please allow approximately 6–9 working days from placing your order to delivery. This includes approximately two working days for preparation and 4–7 working days in transit after dispatch.
Éclat LED Face & Neck Mask
Please allow approximately 3–4 weeks for delivery. The current estimate includes 3–5 days for dispatch, followed by approximately 15 days in transit.
Beauty devices and daily care products are handled by separate fulfilment teams. Orders containing both may arrive in separate parcels at different times.
These delivery times are estimates. Busy periods, public holidays and unexpected disruptions may affect preparation or delivery. We will notify you of significant delays affecting your order.
If you need an order by a particular date, please contact us before purchasing.
UK delivery charges
Standard UK delivery costs £4.99 on orders up to and including £40.
Standard UK delivery is free on orders over £40.
The applicable delivery charge is shown at checkout before you place your order.
Express delivery is not currently available.
Other delivery destinations
We deliver to the destinations available at checkout. Delivery charges for destinations outside the UK are displayed before purchase, and delivery may take longer.
Dispatch and tracking
Once your order has been dispatched, we will send dispatch information and tracking details where available.
Please allow a short time for tracking to update after your parcel is handed to the carrier.
If your order is dispatched in separate parcels, we will provide the available dispatch information for each parcel. We will not add delivery charges after purchase without your agreement.
Customs and import charges
UK deliveries of our daily care products may attract customs fees or import taxes. Where charged, these are the recipient’s responsibility and are separate from our delivery charges.
Free delivery covers the shipping charge only and does not cover separate customs fees or import taxes.
Daily care products and Éclat are fulfilled separately, so their delivery arrangements may differ. If you have questions about potential import charges, contact support@kloudessence.com before ordering.
Delivery addresses
Please check your delivery address and contact details carefully before placing your order.
If you notice an error, contact us as soon as possible. We will try to help, although we may be unable to change an address once preparation or dispatch has started.
If a parcel cannot be delivered or is returned to the sender, please contact us so we can investigate and explain the next steps.
Any reasonable additional charge for address corrections or redelivery will be explained and agreed before it is applied. We will not charge you to correct a delivery failure caused by us or our delivery partners.
Delayed or missing orders
If your order has not arrived within the estimated delivery period, or tracking shows it as delivered but you have not received it, email support@kloudessence.com with your order number.
We will investigate with the fulfilment provider or carrier and help resolve the issue. You do not need to contact our supplier directly.
Damaged, incomplete or incorrect orders
If your order arrives damaged, incomplete or incorrect, please contact us promptly with your order number and a description of the issue.
Photographs of the products and packaging can help us investigate. If possible, keep the products and packaging until we explain the next steps.
Please refer to our Returns & Refunds Policy for further information.
Your rights
Nothing in this policy limits your statutory consumer rights.
Contact us
For help with shipping or delivery, please email:
Include your order number, if available, so we can help you more quickly.