Shopping & Orders
Can I change or cancel my order once I've placed it?
Should you want to make changes to your order please email firstname.lastname@example.org with your order details as soon as possible and we will try to help. However if our warehouse has already sent it out, we will not be able to change or cancel your order.
Unfortunately, we’re unable to add to orders once they’re placed so you’ll need to make a second order for additional products.
How long will it take for my order to arrive?
All UK orders will be dispatched from our distribution centre based in London, UK. French orders will be dispatched from our distribution centre in Paris, France. Our standard shipping is 2-5 working days.
What forms of payment do you accept?
We accept Visa Debit, Visa, Mastercard, American Express and Maestro. We also accept PayPal, ShopPay, Apple Pay, Google Pay.
Deliveries, Returns & Refunds
What are your shipping rates?
We offer free Standard Shipping (2-5 working days) for all orders over £50. A flat-rate fee of £3.99 is applied for orders under the value of £50. Should you want your KOBA products sooner, we also offer Next Working Day delivery for £6.99 or free on orders over £100. Simply order by 12pm to receive your item by the next working day.
When will my order be shipped?
Orders are typically processed within 1-2 working days. You will receive an email notification when your order has been dispatched with a trackable link.
Where do you ship?
For now, we ship to the UK & France. But we invite you to sign up for our newsletter to find out when we will be shipping to your country.
How do I return my unwanted item(s)?
If for any reason you are not completely satisfied with your order we offer hassle-free returns so long as your item(s) are unopened. Write to us at email@example.com and we will generate a return label. No questions asked.
Can I exchange an item?
Apologies, we currently don’t offer exchanges. If you no longer want your product(s), please contact us at firstname.lastname@example.org to make a return. You will need to make a new order for the product you want.
Is KOBA suitable for all skin types?
Our products work for all skin types, from normal to very dry and everything in between, including sensitive skin. If you have sensitive skin or any skin concerns, we recommend patch testing on a small area of skin.
What if my skin reacts to a product?
Should your skin react to any of our products, stop using it immediately. Write to us at email@example.com and include any photos where possible. We will then forward this to our R&D team to investigate your case with the utmost care and attention to determine the cause of your reaction and provide you with the best support.
Where are KOBA products made?
We have partnered with manufacturers in Aix en Provence, Chartres and Grasse in France who have a rich history in French skincare expertise and align with our ethics.
Do you test on animals?
All of our products are vegan and cruelty-free. Nothing is derived from animals or tested on animals. PETA has been involved in our development process from the get-go
Do your products contain synthetic ingredients?
Keeping your skin in mind, our formulas are expertly designed to be gentle, safe and accessible for all skin types. With plenty of great alternatives, we are free from chemical nasties and use only natural ingredients where possible. We leave out parabens, PEGs, sulfates (SLS/SLES), GMOs, mineral oils, petroleum, alcohol, aluminium or artificial colours and perfumes. Where we cannot find a natural ingredient that meets all our requirements of longevity, stability, bendability and animal-freeness, we look to safe and non-toxic synthetics. Our banned ingredients list is constantly under review and updated to follow new data surrounding toxicity, allergies and sensitivities.
How do I store my KOBA products?
Some products may change over time due to their high composition in natural materials; the latter are not generally inert and tend to change color or smell over time. However, we control the stability of our products in order to guarantee maximum efficiency and safety under normal conditions of use.
Do you offer samples?
We believe the proof is in the pudding. You can select up to 2 free samples at checkout with every purchase. Should you like what you use, come back for a full size product.
Sustainability & Ethics
Are your products responsibly sourced?
Where possible we source our ingredients close to our laboratories in France. Our safou oil is sourced from Cameroon, Western Africa. We have partnered with individual skilled farmers with a longstanding history in sustainable agriculture. The extraction process is gentle and manual, which means no heavy machinery or artificial energy is used, keeping this artisanal skill alive.
Are your products ethically made?
We have thoughtfully selected our laboratory partners in France, ensuring we have partnered with manufacturers that share our ethos, are conscious about waste, adopt sustainable practices and responsibly source their raw materials and ingredients.
Is your packaging eco-friendly?
For our products, we use as little plastic as possible, while constantly researching and trialling alternatives. Our focus is to keep our products fresh and safe to use. We have opted for aluminium tubes for our creams because it is light, airtight, durable and infinitely recyclable. For our lip balm we use a glass jar as glass is completely sustainable and can be reused. Our shipping boxes are made from recycled materials and biodegradable packing paper. Both of which come with FSC certifications.
How do I recycle your products?/ What do I do with my empties?
Check out our complete recycling guide here. Please refer to your local waste and recycling collection programme, as accepted materials can vary, to find out what type of recyclables they accept. We are working on creating a line of refills for products in glass casings so we recommend holding onto those!
No luck ?
Can’t find the answer to the question you are looking for? Send us an email at firstname.lastname@example.org or message us on Instagram @kobaskincare with your query. Expect a response within 24 hours. Unless it’s the holidays we will get back to you within 48 hours.