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Order limits
Products ordered online are not for resale. As such, we reserve the right to limit per item order quantities to 3 units per product and total value of products ordered to $250 per day and $500 per month.
Sales tax
Kindly note that as of October 1, 2007, all orders shipped from Kérastase-USA.com will be subject to sales tax, applicable in accordance with the tax code of the state and city to which the order will be shipped. Tax is estimated at the time an order is placed and a final calculation of the actual sales tax will be reflected on your order confirmation e-mail and packing slip.
Payment options
Kérastase accepts American Express, Discover, MasterCard, and Visa. Credit card information entered in the site is secure and safe. All orders placed on this website are encrypted, thereby protecting any credit card information that is submitted at the time of the order.
In the event your credit card is declined, you will receive an error message upon submitting your order, followed by a prompt to enter another credit card number. The order will not be processed until your credit card is authorized.
For your protection, please do NOT send credit card information, or any other information concerning your order, via an e-mail message to Customer Service.
International orders
At this time, kerastase.com ships strictly to the contiguous 48 U.S. states, plus Alaska and Hawaii. Shipments to international destinations and U.S territories (such as Puerto Rico and Guam) are currently unavailable.
In order to purchase through kerastase.com, you must have both a shipping address and credit card billing address within the United States. In addition, the issuing bank must be based in the United States.
Shipping confirmation
Upon check-out, an email will be sent to you with a copy of your order. Once your order has shipped, you will receive an additional email to confirm shipment of your order. The shipping tracking information will be included in that email so that you may check the status of the order at your convenience. Should you have any questions about your order status, please contact a Kérastase Customer Representative at 1-877-254-9949.
Multiple ship-to addresses
Currently, kerastase.com does not support sending to multiple addresses in one order. Please place the items in the basket that you wish to be sent to one location and send order. You may then proceed to send to another address by beginning the order process again.
Order history
You may view your order history by signing into your My Kérastase Account and selecting Order History from the left hand selection bar.
Technical difficulties
For technical difficulties related to our website, please contact a Kérastase Customer Representative at 1-877-254-9949.
Gift Boxing
Share the Kérastase experience with friends and family by sending Kérastase as a gift on your next special occasion. For an additional $5, we will package your order in a luxurious silver box and enclose a personalized gift card. Once you've selected your gift item(s), proceed to checkout and select "Gift wrap your entire shopping bag for $5." Send it directly to your gift recipient with a personalized message or opt to have it sent to you with either a blank card or a card with your message already printed.
Benefits of Membership
As a My Kérastase member, you are eligible for the following exclusive benefits:
- Complimentary shipping on all orders over $85
- Your choice of 2 complimentary samples with any purchase
- Exclusive offers available to members only
- Option to save information for faster, more convenient checkout later
- Tracking of your Order History and Order Status online
- Opt-in to receive e-mails with new product information, trends, tips and special offers
PROCEDURES & POLICIES
- Exclusive product coding is used to track the movement of Kérastase haircare and styling products. This is the method for tracing products to industry diverters.
- Kérastase representatives undertake regular shelf sweeps, at unauthorized retail outlets in the U.S. and certain foreign countries. These products are subsequently decoded in a concerted effort to identify diverters.
- Ongoing intelligence procedures are in place to further uncover diversion schemes, including those involving stores and misuse of the Internet.
- Diversion information can be communicated to Kérastase's Sales Staff or to the Security Department by calling the Kérastase Hotline at 1-800-503-3997 or by e-mailing us at nodivert@aol.com.
- You can help stop diversion! Kérastase offers monetary rewards for specific, supportable information leading to the identification and sanction of diverters of Kérastase products.
KÉRASTASE IS SERIOUS ABOUT STOPPING DIVERSION!
Product Safety
Kérastase is committed to upholding the highest standards of safety for all the products it makes and sells. We adhere to the most rigorous standards for product safety so that our customers can purchase and use our products with complete confidence. We want you to know that:
- Kérastase is in full compliance with FDA regulations as well as the European Union 7th Amendment Cosmetic Directive and the requirements for safety in all of the countries in which our products are sold.
- Each and every ingredient used in our products has been thoroughly reviewed and tested by our internal safety team made up of toxicologists, clinicians,pharmacists and physicians.
- Every product formulation that Kérastase manufactures is screened and tested for safety before it is marketed to consumers.
Kérastase does not test for or claim that our products are hypoallergenic. If you have a specific allergy, please contact Consumer Affairs at professional@us.loreal.com to determine if a product is suitable for use. Likewise, if you are pregnant or on medication, you should always consult your doctor for questions or concerns.
Kérastase confidently and proudly stands behind each and every product that we sell, and we pledge that we will always uphold the highest standards of safety for our customers around the world.
Product Testing
The L'Oréal group of companies, which includes Lancôme, Redken, Garnier, Ralph Lauren, Giorgio Armani, Biotherm, Kérastase, and Vichy, as well as L'Oréal , has carried out no animal testing since 1989 on the entire range of its products. This decision was undertaken within the framework of our fundamental objectives: to offer innovative products of high quality while ensuring their safety in use by our customers.
For information about the significant efforts deployed by our laboratories over a period of 25 years to develop alternative methods to animal testing, as well as our very important achievements in this field, please consult our website at http://www.lorealusa.com.
Selecting the right products
Kérastase products have been developed to offer personalized hair care products that target individual needs and desires. In order to ensure that you are using the most appropriate products for your hair and scalp type, please refer to the product pages at kerastase.com, or consult your stylist at a Kérastase Consultant Salon. To find a Kérastase Consultant Salon near you, please use our salon locator.
Availability
At kerastase.com we strive to make our products available to you at all times. In the event that a product is temporarily backordered, you will be notified when you attempt to add it to your shopping bag. We apologize for this inconvenience and encourage you to visit the site again soon for an update. To find Kérastase products at a Kérastase Consultant Salon near you, please use our salon locator
Site security
Credit card information entered at kerastase.com is secure and safe using a VeriSign SSL Certificate. All orders placed on kerastase.com are encrypted, thereby protecting any credit card information that is submitted at the time of the order.
Privacy policy
Please click here to view our privacy policy.
Shipping methods and rates
Our shipping carrier is UPS. UPS does not deliver on Saturday or Sunday nor do they deliver to Post Office boxes.
APO/FPO and PO Box orders will be shipped via US Postal Service Priority Mail. Order tracking will not be available. Due to USPS shipping regulations, certain restricted products cannot ship to these locations (see Restricted Products below for a complete list).
Orders shipped to Alaska and Hawaii must select UPS 2nd Day Priority (no PO Box/APO/FPO addresses), plus an additional surcharge will be applied. Due to UPS shipping regulations, certain restricted products cannot ship to Alaska and Hawaii (see Restricted Products below for a complete list).
We do not ship outside the U.S. or to U.S. territories at this time (with the exception of APO/FPO addresses).
Standard UPS Shipping Charges
| Service |
Shipping Cost |
| Ground* |
$5.95 |
| 2nd Day |
$12.95 |
| Overnight |
$22.95 |
| AK/HA 2nd Day |
$29.95 |
* For standard shipping, please allow 7-10 business days for the processing and shipping of the order. For expedited shipping, please allow 1 business day for processing.
Standard USPS Shipping Charges
| Service |
Priority |
| Shipping Cost |
$5.95 |
Restricted Products
Due to U.S. Department of Transportation shipping regulations, the following products are required to ship by ground within the United States:
Double Force Hairspray
Mousse Nutri-Sculpt
Mousse Volumactive
Vernis Nutri-Sculpt
Voile Oleo-Relax
If an order contains one of these products, the entire shipment must ship by ground. Additionally, these products cannot be shipped at all to Alaska, Hawaii, APO/FPO locations and PO Boxes.
Free Shipping
Kérastase is pleased to offer free standard shipping to My Kérastase members for orders totaling $85 or more.
Order status
We process orders Monday through Friday in the order in which they are received. Orders placed after 12:00PM ET will not be processed until the next business day.
You will receive an order confirmation as the last step in your order process. Shortly after, you will receive an email confirmation with an order number and summary of your order. To check the status of your order, please use the tracking number included in this shipping confirmation email. If you have questions about your order, please call us at 1-877-254-9949, and we will be happy to assist you.
You may view your order history by signing into your My Kérastase Account and selecting Order History from the left hand selection bar.
Reporting order problems
If your order was incorrectly shipped, is missing a product or contains a damaged or defective item, please contact a Kérastase Customer Representative immediately at 1-877-254-9949. To expedite your request, please have your order confirmation number available. We will always do our best to accommodate your concern as efficiently as possible.
Returns
At Kérastase, we appreciate your business and stand behind the quality of our products. If for any reason you are not completely satisfied with your kerastase.com purchase, simply return it by following the steps below. Please note that items purchased from kerastase.com must be returned to kerastase.com. They cannot be returned to a Kérastase Consultant Salon.
- On the packing slip that accompanied your order, fill in the Return Form for each item you wish to return.
- Detach and enclose the Return Form, along with the product(s) you are returning, in the original packaging if possible.*
- Peel off the pre-printed Return Label on the front of the packing slip and adhere it to the return package.
- We recommend that you send your return via UPS or insured Parcel Post for your protection and to ensure prompt delivery.* Refunds on shipping are credited only when an item is incorrectly shipped or arrives defective or damaged.
* Due to U.S. Department of Transportation/USPS shipping regulations, the following products are required to ship by ground within the United States:
Double Force Hairspray
Mousse Nutri-Sculpt
Mousse Volumactive
Vernis Nutri-Sculpt
Voile Oleo-Relax
If your return contains one of these products, the entire shipment must ship by ground.
If your return DOES NOT contain one of these products, please ensure that your return shipper DOES NOT display an ORM-D sticker.
If you buy Kérastase products from unauthorized retailers or other unauthorized sources (see Diverted products), we regret that we cannot offer you our money-back guarantee or otherwise assist you with any problems that you may encounter.
Returns for purchases made in a Kérastase Consultant Salon may not be returned to kerastase.com. If the item you wish to return was not purchased through our website, we recommend returning to the place of purchase for resolution.
If you should need further information regarding the return of any Kérastase products, please do not hesitate to call us at 1-877-254-9949, and we will be happy to assist you however we can.
For Salon Professionals
At Kérastase, we are proud of our selective distribution to luxury salons nationwide. If you are interested in joining our elite group of salons, please visit the For Professionals page.
Some of the benefits of becoming a Kérastase Consultant Salon include:
- Selective direct distribution to top 1% of salon base in the US
- Affiliation with industry leaders in every market
- Public relations
- High performing products with patented technology
- Elevated salon experience for clients = point of differentiation
- Semi-annual business review and continual in-depth business analysis
- Consistent in-salon support via EBC or EA for initial launch training and on-going product knowledge
- Merchandising and collateral support
- Exclusif.K Rewards Program
- Salon Expert Program
Can I receive trial samples?
As an exclusive benefit of My Krastase, online members are invited to select two complimentary samples with every purchase. Simply sign-in and select two samples at checkout to be included in your order.
Not a member? Join My Kérastase!
Frequently Asked Questions
Is it safe to use my credit card?
How can I track my order?
How can I review my past orders?
Can I return an online purchase to a salon?
Do you ship internationally?
How can I return or exchange a product?
I noticed Kérastase is sold at my local drugstore. Is this okay to buy?
Does Kérastase test on animals?
Are Kérastase products hypoallergenic?
Are there any restrictions for using Kérastase products, for instance when pregnant or on medication?
How do I know which products to use?
Where can I purchase products for my salon?
Can I receive trial samples?
Contact Us
For questions about your order, please contact a Kérastase Customer Representative at 1-877-254-9949.
If you are looking for a Kérastase Consultant Salon, please visit our salon locator.
If you have other thoughts, concerns, comments or suggestions, please feel free to share them by filling out our contact us form.
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