Terms of service

Welcome to KENZA London. These Terms of Service apply to your use of www.kenzalondon.com and to any purchase you make from us. By placing an order, you agree to these terms. Please read them together with our Refund Policy, Shipping Policy and Privacy Policy.

1. About us KENZA London is a United Kingdom based skincare brand offering Moroccan hammam inspired body and face care. You can contact us at hello@kenzalondon.com.

2. Placing an order When you place an order, you are making an offer to buy the products in your basket. We will send an order confirmation email once your order has been received. A contract between us is formed when we dispatch your order. We reserve the right to decline or cancel an order, for example where a product is unavailable, where we identify a pricing or description error, or where we are unable to take payment. If we cancel an order after payment, you will receive a full refund.

3. Prices and payment All prices are shown in pounds sterling (GBP) and include VAT where applicable. Delivery charges are shown at checkout before you confirm your order. We accept the payment methods displayed at checkout. Payment is taken at the time you place your order. We take reasonable care to ensure prices are correct, but if we discover an error in the price of a product you have ordered we will contact you before dispatch.

4. Delivery Delivery times, costs and destinations are set out in our Shipping Policy. Delivery estimates are given in good faith but are not guaranteed. Risk in the products passes to you once they have been delivered to the address you provided.

5. Your right to cancel If you are a consumer in the UK, you have the right to cancel your order within 14 days of receiving it, without giving a reason, under the Consumer Contracts Regulations 2013. To exercise this right, email us at hello@kenzalondon.com with your order number. Products must be returned unused, unopened and in their original packaging. For hygiene reasons, this right does not apply to skincare products that have been opened or unsealed after delivery, unless the product is faulty. Full details of how returns and refunds work are in our Refund Policy.

6. Faulty or damaged products Nothing in these terms affects your legal rights under the Consumer Rights Act 2015. If a product arrives damaged, faulty or not as described, please contact us within 48 hours of delivery and we will arrange a replacement or refund.

7. Using our products Our products are cosmetic skincare products intended for external use only. They are not medicines and are not intended to diagnose, treat, cure or prevent any skin condition. Please read the directions and ingredient list on each product before use, carry out a patch test before first use, and discontinue use if irritation occurs. If you are pregnant, breastfeeding or have a known skin condition or allergy, please check the ingredients or consult a healthcare professional before use. Keep products out of reach of children.

8. Product information We take care to describe our products accurately. Because our products are made with natural ingredients, small variations in colour, scent and texture between batches are normal and are not a fault. Images are for illustration and may differ slightly from the product you receive.

9. Accounts and promotions If you create an account or join our rewards programme, you are responsible for keeping your login details secure. Rewards, points and any promotional offers are subject to their own stated conditions and may be changed or withdrawn at any time.

10. Intellectual property All content on this website, including the KENZA London name, logo, product names, images, text and design, belongs to KENZA London or its licensors and may not be copied or used without our written permission.

11. Our liability We are responsible for losses you suffer that are a foreseeable result of our breach of these terms or our failure to use reasonable care and skill. We are not responsible for losses that are not foreseeable, or for business losses. Nothing in these terms limits or excludes our liability for death or personal injury caused by negligence, for fraud, or for any other liability that cannot be limited by law.

12. Changes to these terms We may update these terms from time to time. The version in force when you place your order will apply to that order.

13. Governing law These terms are governed by the laws of England and Wales. If you are a

consumer living in Scotland or Northern Ireland, you may also rely on the mandatory consumer laws of the country where you live, and bring proceedings in the courts there.

14. Contact KENZA London United Kingdom Email: hello@kenzalondon.com

2. Shipping Policy (Settings → Policies → Shipping policy)

Last updated: 11 September 2026

Where we deliver We currently deliver to addresses within the United Kingdom. If you are outside the UK and would like to order, please email hello@kenzalondon.com and we will let you know whether we can arrange delivery.

Dispatch times Orders are dispatched from the UK within 1 to 2 working days of being placed (Monday to Friday, excluding bank holidays). Orders placed after 2pm, or on a weekend or bank holiday, are processed on the next working day. During launches or busy periods dispatch may take a little longer, and we will email you if there is a delay.

Delivery times and costs UK orders are sent by Royal Mail tracked delivery and usually arrive within 2 to 4 working days of dispatch. Delivery costs are calculated at checkout based on your order and are shown before you pay. Any free delivery offer will be stated on the website at the time.

Tracking your order You will receive an email with your tracking number once your order has been dispatched. If your parcel has not arrived within 7 working days of the dispatch email, please contact us with your order number and we will look into it with the carrier.

Delivery address Please check your delivery address carefully at checkout. We cannot be held responsible for parcels sent to an address entered incorrectly. If you notice an error, email us straight away and we will do our best to change it before dispatch.

Damaged or missing items If your order arrives damaged, or an item is missing, please contact us within 48 hours of delivery with your order number and a photo of the parcel and products. We will arrange a replacement or a suitable resolution.

Returns Details of how to return an item are in our Refund Policy. Contact hello@kenzalondon.com

3. Contact information (Settings → Policies → Contact information)

KENZA London United Kingdom
Email: hello@kenzalondon.com Website: www.kenzalondon.com Contact page:

www.kenzalondon.com/pages/contact

Customer service hours: Monday to Friday, 9am to 5pm (UK time). We aim to reply to all messages within 1 to 2 working days.

For order enquiries, please include your order number. For returns, please see our Refund Policy. For wholesale or stockist enquiries, email hello@kenzalondon.com with "stockist" in the subject line.