Policies
Shipping & returns
Every order ships from within the EU, with tracking. This is what happens between your payment and your parcel, and how a return works.
Shipping cost
Standard shipping is free on orders over €35 and €4.90 below that, to any EU country. The shipping line is shown in your basket and again at checkout before you pay.
Delivery times
In-stock orders leave within a few working days of payment. Typical delivery is 2–5 working days in Spain and 4–8 working days elsewhere in the EU; the carrier emails you a tracking link. These are typical times, not guarantees.
Pre-orders
A pre-order item shows its expected ship date on the product page and in the basket. If your order mixes in-stock and pre-order items, everything ships together once the pre-order arrives. You can cancel a pre-order at any time before it ships, for a full refund.
Returns within 14 days
Under EU consumer law you may return an order within 14 days of receiving it. Email hello@kcounter.com with your order number; we reply with the return address. Products must be unopened, unused and in their original sealed packaging — opened cosmetics cannot be returned for hygiene reasons unless they are faulty. Return postage is paid by you unless the product arrived damaged or was not what you ordered.
Refunds
Once the return reaches us we refund the original payment method within 14 days, including the original standard shipping charge if the whole order is returned.
Damaged or wrong item
If a parcel arrives damaged, or an item is missing or wrong, email hello@kcounter.com within 48 hours with a photo and we replace it or refund it at no cost to you.
Terms of service and privacy notice: still being written.
KCOUNTER is a new, independent retailer. Rather than reuse another company's terms — which would describe a different seller — these are being written properly. Until they are published, email hello@kcounter.com with any question about an order, a return or your data, and you'll get a direct answer.
Terms of service
Who the contracting entity is, when a contract is formed, pricing and tax treatment, and how disputes are handled.
Privacy notice
What personal data is collected at checkout, the lawful basis for it, who it is shared with (Stripe as payment processor), retention, and how to exercise data rights.
Cookie notice
What is set, why, and a consent mechanism. Required before any non-essential cookie or analytics script is added.