Frequently Asked Questions...and maybe some weird ones
So... you probably want to know why we are called KKOL?
Well we don't really have a good answer! KKOL doesn't actually stand for anything magical (sorry to disappoint). The name originally evolved from the word coll-oidal when the business first began and we wanted make products using elements in distilled water. Every similar name was already registered, but we still used it amongst ourselves and got used to the sound. The company grew, the name stuck and has kinda just become a representation of us and our products and our ethos.
Besides... it gave us the chance to design a pretty cool logo, that is registered...and well, spells JOYY if you turn it sideways! That's got to be good?
Why don't we make health or medical claims?
We can't as we do not sell anything that has been certified as a medical formulation. And because we'd rather earn your trust than your scepticism if we try and claim a whole bunch of stuff that we're not really allowed to. Other people do it but we just can't We want you to try our products and become a believer all by yourself. Testimonials and our blog posts are a great help when wanting to understand how alternative products can support you.
We believe in providing honest, responsible information. While we carefully describe our products and ingredients, we will not make medicinal or therapeutic claims if we can't.
Do we use Artificial Intelligence (AI)?
Yes, we do. It's happening right now!
We use AI as a creative and productivity tool to help develop some written content, graphics and illustrative images. Every piece of AI-assisted content is reviewed, edited and approved by our team before publication to ensure it accurately represents our products, services and brand.
The jokes, questionable humour and occasional sarcasm are almost entirely human. AI mainly helps catch the spelling mistakes confirms legal points and yes, rolls its eyes at our jokes.
Are all of your product photographs exact?
Wherever possible, we use original photographs of our products. However, some images may be merely representative, AI-assisted or used for illustrative purposes to demonstrate a product range, fragrance, packaging or styling.
The written product description, specifications, sizes and weights should always be considered the definitive description of the item being offered for sale.
If you're ever unsure, just ask—we're always happy to help.
Why might products look slightly different from the photographs?
Many of our products are produced in small batches.
That means the occasional variation in colour, finish, packaging or presentation is perfectly normal. Think of it as hand made character rather than inconsistency. You are buying from a small business that often 'makes on demand' as we try to not use too many preservatives - so getting it fresh is key.
The quality remains exactly the same.
How do I know what size I'm buying?
Every product listing includes the relevant size, weight or volume within the product description.
Photographs can sometimes play tricks on the eye (and no, we're not using tiny furniture or giant rulers), so please check the volumes and weights before placing your order.
If you're still unsure, just ask
.
Do you make everything yourselves?
Yes. Thats what this is all about.
All of our products are formulated, originated, macerated, infused, sourced, cured, dried, blended, moulded, pressed, squirted, filled, stamped, wrapped, boxed, labelled, packaged and hugged by us. Phew.
Most of our base materials are either infused and macerated in-house or sourced from carefully selected UK suppliers that we believe share our values for quality and responsible sourcing.
If it carries the KKOL name, we've put our hands—and our reputation— into it.
Are your products tested on animals?
Absolutely not.
In fact thats not completely true - the dog shampoo bars are - but we test those on humans first. 😏
But in all seriousness - we do not commission or carry out animal testing on our products, and we work with suppliers who we believe share the same commitment.
Are your products certified?
Yes.
Where certification is required, our products have been independently assessed and certified by Oxford Biosciences. See the specific page if you need to here. It does not have any more info really other than their logo a link to their website. Go have a gander.
Are your products environmentally conscious?
We do our best.
Where practical, we always choose responsible ingredients, packaging and suppliers, and we're always looking for ways to reduce waste and improve sustainability and have the smallest carbon footprint possible.
So your products contain hemp-derived ingredients?
Sure thing. Some of our products do contain hemp-derived ingredients that are legal for sale and use in the United Kingdom. Clearly marked as such when necessary.
We don't make medicinal claims about these products. Customers outside the UK are responsible for ensuring they comply with their local laws and the import/tarrif legislation of their country - thats if and when we allow them to order from us.
If you think hemp and its by-products is just for stoned 60s hippies maybe you should have a squizz at our blog - CBD and all hemp related products is slowly getting mainstream recognition as being able to do some amazing stuff. Go and read here too.
Are your products suitable for sensitive skin?
Everyone's skin is different. Just look at all the crazy ads on TV telling us...but its true.
If you have sensitive skin or known allergies, we recommend reading the ingredient list carefully and carrying out a patch test before first use where appropriate.
If irritation occurs, discontinue use and seek medical advice if necessary. Remember this too, we make this stuff in an area that might have had nut based products in the same area. Be careful if you are prone to being allergic. Just because our products are more natural that many supermarket products, does not mean you won't react.
Why don't you always have every product in stock?
Because we're a small business, without a massive multinational storage warehouse with pallets of stock just waiting to be shipped - Well not yet anyway.
Some of our products are made in smaller batches, some are seasonal and sometimes we're simply waiting for fresh ingredients to infuse or arrive - or sometimes we're just busy drinking tea and watching re-runs of BGT.
We'd rather occasionally sell out than rush something we're not completely happy with.
Can I ask for advice before I buy?
Absolutely.
In fact, we'd rather you asked before ordering than bought something that wasn't quite right.
Whether it's ingredients, fragrance, size or suitability, we're always happy to help. We're not very good with current sport or marital advice - though Im pretty sure we'd give it a go.
Why should I buy from KKOL instead of a larger retailer?
Because we believe trust matters. Have you seen some of the crap they put in the the big brand products!
We'd rather provide honest product information than make exaggerated claims, and we'd rather build long-term relationships than make quick sales.
We really are a family-run UK business that values transparency, integrity and personal service.
When you contact us, you'll speak to real people who genuinely care about you and the products we are selling you — not someone reading from a script three time zones away.
Payment and Delivery
How can I pay?
Unfortunately we cannot accept dubloons or conch shells anymore but we currently accept secure payments through PayPal and most major credit and debit cards.
Your payment details are processed securely by the relevant payment provider. We never store your full payment card details.
How long will my order take to arrive?
Orders are normally processed within 2–3 working days before being dispatched. Weekend and bank holiday orders might affect this timing.
During particularly busy periods it may take us a little longer—but that's usually because we're making, packing or labelling your order rather than leaving it on a shelf somewhere.
At the moment we deliver to UK addresses only—and UK delivery is free. Free samples and smaller purchases may be sent via 2nd class mail. In this case a tracking number will not be available. Where possible we will supply a barcode for proof of delivery.
NB - If, when there is a seasonal factor to consider (extreme heat or cold) we may delay dispatch at our own discretion. Trust me - you'd hate to receive our pain balm slopping around in its tin 'cos it travelled to you at 40C!
Can I change or cancel my order?
If your order hasn't yet been packed or dispatched, we'll do everything we reasonably can to help. The sooner you contact us, the better the chances of catching it before it heads out of the door.
Do you deliver outside the UK?
At the moment we deliver to UK addresses only. This will change Im sure.
If you're outside the UK and are interested in our products, please get in touch before trying to place an order. The website should not let you put in an overseas address anyway. So just get hold of us - there may be a sensible solution.
Full Delivery Policy here.
What if my order arrives damaged or incorrect?
Firstly... we're sorry. Someone's going to get a stern word.
Please contact us as soon as possible (and where possible within 14 days), including photographs of the product and packaging.
We'll put things right as quickly as we can.
Can I return a product if I change my mind?
In many cases, yes.
However, for hygiene and safety reasons we cannot accept returns of opened or used products unless they are faulty or your statutory rights apply. Can't really re-stock a deodorant stick if there's a hair stuck to it!
If you're unsure, just ask before returning anything—we're always happy to help.
Full Return Policy here.
How can I contact KKOL?
We tend not to answer the phone (though you can try a text) as we are often out herding the Arnica flock. The easiest way to reach us is by email at team@kkol.co.uk.
Whether you have a question about a product, an order or just want a friendly chat before buying, we're always happy to help.
We're real people, and we promise not to reply with 15 automated emails before answering your question. We use ai - but not to irritate you.
Hope this helped. If you really what to have a fun day here is a link to our full T&Cs.
J&M
