FAQs

With the Store Locator, you can easily find Kess near you. Give it a try!

Kess Pop-Up Store – Kess Berlin

We ship within 3–5 days of receiving your order (Mon–Fri).

Once your order has been shipped, you can easily track it using our Tracking Tool and also use it to report any delivery issues to us.

Click here for tracking: Delivery Tracking – Kess Berlin

You can find an overview of expected delivery times by country here, as well as our shipping policies: Shipping Policy – Kess Berlin

Shipping costs within Germany and to Austria are €3.95.

You can find the shipping costs to other countries under the “Shipping & Payment” tab at the bottom of our homepage: Shipping policy – Kess Berlin

Orders totaling €50 or more qualify for free shipping; that is, the value of the merchandise, minus any applied discounts, must be at least €50.

Please note that additional customs fees will be charged for deliveries to Switzerland.

Where can I contact you? 
You can contact us here anytime. We respond within 48 hours from Monday to Friday.

Where are the products available?
We sell our products through our online shop and at our pop-up store located at Potsdamer Straße 83, 10785 Berlin.

Where can I find a product on the website?
Click on the "Shop" button or use the search field at the top of the Kess website to search for specific products. Then click on the desired product to learn more details about it.

Are Kess products vegan?
All our products are 100% vegan!

Are Kess products cruelty-free?
Yes, our products are cruelty-free! We do not conduct animal testing on our products, nor do we engage third parties to conduct such testing on our behalf.

What ingredients do you use in your products?
Our products are designed to be suitable for sensitive skin; however, we cannot completely rule out individual intolerances. To learn more about the ingredients used in our products, please visit our online shop. Click on the "Shop" tab and select your favourite product. A detail page will open where you can find all the ingredients of the product under the "Ingredients" tab at the bottom of the page. If you have any further questions about the ingredients, our customer service team is happy to assist you.

Where are Kess products manufactured? 
Our products are manufactured under fair conditions in Germany and Italy.

Are my products unused?
All products we send are guaranteed to be unused. We sell exclusively online and oversee the entire production and shipping process. Therefore, we can ensure that only unused products are shipped to our customers.

The pump mechanism of my CC Cream no longer works. What can I do?
The CC Cream is in an airless tube for easy, hygienic, and controlled dispensing until the last drop. Always store the CC Cream upright with the cap facing down, so the product flows towards the opening. While pumping, gently squeeze the tube at the same time to ensure the cream reaches the opening. You may need to pump 4-5 times again until the cream comes out, but with simultaneous squeezing and pumping, it should work perfectly.

The refills are loose and keep falling out. What can I do?
Here is our tip: If you leave the transparent protective caps on the refill while inserting it, you can press the refill firmly into the case until it clicks audibly. Always twist the blush all the way down before putting the cap on, so it doesn't smear inside the lid. We also have a tutorial video for you:
Tutorial Video

If you're unable to watch the video on Instagram, please use this alternative link.

Are there any known side effects associated with using the products?
We are not aware of any side effects associated with our products, but we cannot completely exclude individual intolerances. You can find the list of ingredients in the product description. Simply visit our online shop, click on the "Shop" tab, and select your favourite product. A detail page will open where you can find all the ingredients listed under the "Ingredients" tab at the bottom of the page. If you have any further questions about the ingredients, our customer service team is available to help.

What should I do if a product causes a reaction on my skin?
The ingredients in our products are tested and approved for compatibility according to EU regulations. While no side effects have been reported, individual reactions to products can occur, and we cannot completely rule out intolerances or allergies. In such cases, we recommend discontinuing the use of the product immediately and contacting our customer service for further assistance. Intolerances are unfortunately not predictable but are extremely rare.

Does Kess offer samples?
We only offer samples of the CC Cream.

The sachets can either be purchased for €1 or added for free to your cart with a minimum purchase of €50.

PLEASE NOTE:

Only one CC Cream sample can be added to the cart, so you need to choose one of the five shades (fair, light, medium, tan, deep).

You might also be interested in our Mini Lipstick Sets. These are perfect for testing our lipstick colors. Check them out here: Mini Lipstick Set.

How can I share my opinion on a specific product?
We always appreciate feedback and value our customers' opinions. To share your thoughts on a particular product, please contact us here or scroll to the bottom of the product page and click on "Write a Review." You will also find existing customer reviews with comments and opinions about our products.

How are reviews collected?
After purchase, our customers receive an email invitation to review the purchased products.

Where can I find existing customer reviews?
Scroll to the bottom of the product page and click on the "Reviews" tab. There you will find existing customer reviews with comments and opinions about our products.

What is a "verified buyer"?
If the review can be directly linked to an order, e.g., based on an email invitation, the "Verified Buyer" label will appear. Reviews that are submitted independently on a product page will not display this label.

1. Optional: Create a customer account if this is your first order. Otherwise, log in directly with your email address and password.

2. Add your desired products to the cart. You can adjust the quantity or remove items if needed. Then click on the "Checkout" tab.

3. If you have a discount code, click on "Add Discount Code." The discount will be automatically applied to the total amount of your order.

4. Choose your delivery method (PLEASE NOTE: Don’t forget to review your address before confirming).

5. By selecting a payment method, you complete your order and will receive a confirmation email.

Will my order be confirmed?
Yes, after completing your order, you will automatically receive a confirmation email.

I have not received an confirmation e-mail. What can I do?
If you have not received an order confirmation, please first check your other email folders, especially the spam folder. Also, ensure that your inbox is not full, as this can prevent new emails from being received. If you have accidentally entered an incorrect email address or cannot find the confirmation despite entering the correct address, please contact our customer service here.

I placed the wrong order - Can I change it?
We aim to prepare your package for shipment as quickly as possible. Once you have received an order confirmation email, your order is being processed and cannot be changed by you or our customer service.

My order has already been confirmed. Can I still change the delivery address?
Please contact our customer service directly, and we will try to update your order in time. However, please note that we strive to prepare your package for shipment as quickly as possible. Once you have received an order confirmation email, your order is in process and is unlikely to be changed.

I want to cancel my order. What should I do?
Please contact our customer service here, and we will try to cancel your order in time. However, please note that we aim to prepare your package for shipment as quickly as possible. Once you have received a shipping confirmation email, it cannot be cancelled. In that case, please try to refuse delivery. Otherwise, you can find information on free returns under the FAQ section "Returns & Exchanges."

What payment options can I choose from?
You can choose from the following payment methods:

• PayPal
• Credit Card (Visa, Mastercard, and Amex)
• Apple Pay
• Klarna Pay Now (Immediate Transfer and Direct Debit)
• Klarna Pay Later (Invoice)
• Gift Card
• In certain regions, additional local payment methods are available.

Where can I purchase a gift card?
You can buy a gift card on our website starting from €10. Buy Gift Card

How can I redeem my gift card?
Once you have selected and added your desired products to the cart, you can conveniently use your gift card as a payment method at checkout.

Any remaining balance on the gift card will not be refunded, but you can easily use the gift card again for your next purchase!

How long is my gift card valid?
Our gift cards do not have an expiration date.

Can I redeem my gift card during a sale?
Yes, you can redeem your gift card at any time, including during sales.

Where can I find a promo code?
You can sign up for our newsletter to receive a discount on your first order: Subscribe to the newsletter

Also, follow our Instagram account (@kessberlin) to make sure you don’t miss any promotions!

Can I use more than one promo code for the same order?
Unfortunately, you can only use one code per order. This applies whether the promo code is for a discount or a gift. If you have multiple promo codes, choose your favourite one!

Can I use my promo code more than once?
Each promo code can only be used once per person.

I forgot to apply a promo code. What can I do?
Please contact our customer service here and let us know which promo code you wanted to use. We can refund the promo code retroactively. You do not need to place a new order!

Where do I enter my promo code?
Once you’ve selected your desired products and added them to your cart, you can enter your promo code in the “Gift Card or Promo Code” field and then click “Apply.”

If the entered promo code is not applicable, please check the conditions and validity of the code.

Is my promo code still valid?
Enter your promo code at checkout. If it is marked as invalid, check if your code is correct and still valid.

Please note that our codes are tied to specific promotional periods.

If you've placed an order and haven't received a shipping confirmation email yet, please be assured that we are on top of it. In some cases, there may be a small error in our system preventing the shipping details from being recorded correctly. Once identified, we will update the information immediately to ensure your order is dispatched straight away. After the update, you should expect to receive a shipping confirmation shortly. We appreciate your patience in this matter.

Do I have to pay for shipping? 

From 50€ purchase value (after discount) the shipping is free for you.

Overview of shipping costs depending on the country of delivery:

* Any customs duties or local taxes must be borne by the recipient.

The shipping costs and VAT depend on your place of residence and are therefore initially displayed in the shopping cart as flat-rate estimates. During the purchase process, these values are updated and finally displayed in the totals overview.

How long does the delivery take?

We dispatch within 48 hours after receipt of your order (Mon-Fri).
As soon as your order is ready to be dispatched, it will be handed over to DHL within 3 working days.

From the moment the parcel is ready for dispatch and you receive the shipping confirmation by email, you can expect delivery as follows:

* In general, shipping is carried out by DHL Warenpost. This means that in 95% of cases your delivery will be delivered to your letterbox.

** The delivery time for customs clearance may vary, depending on the local carrier and the processing time at customs.
If you have not received shipping information after 5 days, please contact us here.

How can I track my order?

As soon as we receive your payment, you'll get an email with your order confirmation. We'll send you another email as soon as your order has been shipped. This email will include a link that lets you track your shipment at any time until it arrives at your home.

Or track your order right here!

The tracking information shows that my package was delivered, but I haven’t received it.

If you weren’t home at the time of delivery, the delivery person likely left a delivery notice in your mailbox. Please first check to see if the package was left with your neighbors or taken to a package pickup location. We also recommend waiting a day; the package usually turns up within that time. If your package is still missing, you can report this to us via the following link in a legally compliant manner and choose directly from various options: Report a Lost Package

What can I do if my package has been returned to the sender?

If the tracking information shows that your package has been returned to the sender, this may be due to an incorrect or incomplete address. In this case, please simply place a new order. This will ensure that the shipping address is entered correct. We’ll automatically refund the payment for your original order as soon as the return reaches our warehouse.

If you have any further questions, please feel free to contact our Customer Service Team.

Do you ship to other countries as well?

Yes, we also ship to other countries. You can find the applicable shipping costs and information on delivery times under: Shipping Options & Delivery Times.

I received a damaged item. What should I do?

We're sorry to hear that you received a damaged product.

Please report the damaged product directly through our Help Center. There, you can also upload a photo of the damage. We'll then arrange for a replacement right away or get back to you.

I received an incomplete order. What should I do?

We're sorry to hear that you received an incomplete order. You can report the missing item via the following link and choose from several options: Report a missing item

I received the wrong item. What should I do?

Please first check whether the correct item was listed in your order. If so, there was likely an error at our warehouse.

In either case, you can request a replacement through our returns portal.

To do this, please take a photo of the shipping package, including the shipping label, as well as a photo of the entire contents of your order. These photos are very important to us as proof when filing a claim for an incorrect delivery. You can then upload them via the “Exchange” option in our returns portal: Report an incorrectly delivered item

Can I exchange an item for another one?

If your product is still unused, you can exchange it for another one. Simply contact our customer service here and let us know which product you would like to exchange and for which product.

I'm not satisfied with my product/shade, what can I do?

We want you to be 100% satisfied with your Kess product. If you're not happy with your purchase, you can easily arrange an exchange or return within 30 days through our returns portal: Kess Returns

If this doesn't resolve your issue, please feel free to contact our Customer Service Team.

How long do I have to return an item after receipt?

In general, unopened and unused products can be returned within 30 days of receipt. You can create a return label yourself right here.

For returns from other countries or if you have used/tested the products, please contact our Customer Service.

All information about your right of withdrawal can be found in our Withdrawal Policy (Terms of Service).

Who covers the return shipping costs?

We cover the return shipping costs!

Why can’t I return opened/used items?

Please understand that for hygienic reasons, we cannot accept returns of opened products.

Therefore, a full refund is only possible if the product and packaging are unopened!

How does the return process work?

You will receive an email from us with your return label. Please print it out and attach it to the outside of the box. Alternatively, you can use the received QR code at your nearest post office to return the package to us free of charge.

Please also return any free products included with your order for a complete refund. If you have any further questions regarding your return, our customer service is happy to assist you! Once we have received your return and processed your refund, you will receive a confirmation email from us.

If your tracking information indicates that your package has been delivered, but you have yet to receive it, here's what you can do:

• Verify the shipping address to ensure accuracy.
• Check with your local post office or carrier.
• Consider that sometimes tracking may indicate 'delivered' before the actual delivery, so give it another day or so.
• If you still have not received your package within 3 business days, please inform us here
• Keep your tracking link ready for reference.

We will coordinate with the carrier on our end to help locate your package.

How do I create a customer account?

You can create your personal customer account at any time by clicking on the account icon at the top right of the page (Create Account). On the login page, simply click on "Create Account."

Alternatively, you can also create a customer account during your first order. When your contact information is requested, you have the option to check the box that says “Save my information and make checkout faster next time,” thereby creating your customer account.

What are the benefits of a customer account?

Your personal customer account allows you to view all your orders at any time. Additionally, you can easily manage your billing and shipping addresses and select them again with just a few clicks during your next purchase in our online shop.

I forgot my password. What can I do?

No problem! We can send you an email to reset your password. On the following page, you’ll find the option to select that you forgot your password: here.

Afterwards, you’ll receive an email with a link to reset your password. Click the link, and a new page will open where you can choose a new password.

How can I subscribe to the newsletter?

You can subscribe to our newsletter by providing your email address at the following link: Subscribe to our newsletter & get a 15% voucher*

How can I unsubscribe from the newsletter?

In every newsletter you receive, there is an unsubscribe button at the bottom. Scroll to the end of the newsletter and click on the “Unsubscribe” button.

How can I learn about the latest trends?

You can sign up for our newsletter to receive 15% off your first order: Newsletter Signup. Also, follow our Instagram account (@kessberlin) so you don't miss any promotions!

How can I apply for a job/internship at Kess?

You can find open job positions here: Job Openings

Collaboration Inquiries - Influencers

Please send your collaboration inquiry, including insights about your profile, to [email protected]

Collaboration Inquiries - Retailers

For any distribution-related inquiries, please reach out to our retail team directly at [email protected].