Customer Service Auto Replenishment FAQ

Auto Replenishment FAQ's

Kerastase Auto-Replenishment

QUESTION

What is Kérastase’s Auto Replenishment?

ANSWER

Kérastase’s Auto Replenishment is a convenient way for you to get the products you want delivered to you on a regular schedule. You always have complete control over your deliveries and will receive pre-shipment emails before orders are placed. There is never an obligation to continue. You can change your delivery frequency and quantity in the My Auto Replenishment section of our site. You can also cancel any Kérastase Auto Replenishment orders if you no longer wish to receive them. Changes to orders can be made anytime within 24 hours of the scheduled order shipment date.

QUESTION

How do I sign up for Kérastase’s Auto Replenishment?

ANSWER

Signing up for Kérastase’s Auto Replenishment is easy. Simply select the Auto Replenishment option and the frequency you want to have products delivered. Then check out as you normally would. You will receive a separate email showing any Kérastase Auto Replenishment products and their delivery schedules.

QUESTION

Is there a minimum purchase obligation?

ANSWER

No, there is no minimum purchase obligation. It does not matter how much or what you order.

QUESTION

Are there any recurring charges associated with Auto-Replenishment?

ANSWER

The recurring charge is only the cost of the product(s) selected for Auto Replenishment.

QUESTION

How do I change the email address for pre-shipment emails?

ANSWER

You can change the email address for pre-shipment emails by calling 1-877-254-9949 between Monday – Friday 9:00 am to 5:00 pm.

QUESTION

How do I change my shipping address?

ANSWER

You can change your shipping address for Kérastase’s Auto Replenishment orders or individual items. To change the shipping address for an order simply go to the My Next Order tab in the My Auto Replenishment section of our site and you will see the shipping address for that order on the bottom. Click the "Change" link to change the shipping address.

To change the shipping address for an individual item simply go to the My Subscriptions tab in My Auto Replenishment and click the "More changes" link under the next order date. You will see the shipping address for that item. Click the "Change" link to change the shipping address.

QUESTION

How do I skip a delivery?

ANSWER

If you need to skip a delivery, simply go to My Auto Replenishment. You will see your next scheduled order on the My Next Order tab. Click the "Skip" link near the next order date to skip an order. The next delivery will be shipped according to your next order date.

You can also go the My Subscriptions tab in My Auto Replenishment and change the next order date for any individual item.

QUESTION

How do I view my future deliveries?

ANSWER

You can view your future Kérastase Auto Replenishment orders on the My Next Order tab in My Auto Replenishment. Your very next scheduled order will be showing when you go to the page.

QUESTION

How do I change how frequently an item is sent??

ANSWER

You can change how frequently an item is sent on the My Subscriptions tab in My Auto Replenishment. Simply change the Delivery Frequency in the pull down menu for each item.

QUESTION

When will I be charged for orders?

ANSWER

Orders will only be billed to the credit card the day the order is shipped. You can cancel any order up to 24 hours before the next order date. If you need further assistence please contact customer service at our toll-free number: 1-877-254-9949

QUESTION

How do I cancel?

ANSWER

You can cancel Kérastase’s Auto Replenishment orders or individual items at any time.
To cancel an order simply go to the My Next Order tab in My Auto Replenishment and click the "Remove" link underneath the quantity to remove the item from the order. When you remove the item you will have the option to remove it from the order or to cancel all future deliveries.

To cancel all future deliveries for an individual item simply go to the My Subscriptions tab in My Auto Replenishment and click the "Cancel" link under the quantity for that item and confirm.

QUESTION

What is the difference between My Next Order tab and My Subscriptions tab?

ANSWER

The My Next Order tab shows the details of your next scheduled order. An order may contain more than one individual item scheduled for Kérastase’s Auto Replenishment if the items have the same delivery date and shipping address.

The My Subscriptions tab shows individual Auto Replenishment items and the details for that individual item including next order date, delivery frequency, quantity and shipping address. Individual Kérastase Auto Replenishment items can all have different account information or you can make the account information the same for each item.

QUESTION

When do items ship for delivery?

ANSWER

Any items scheduled for delivery will be placed for shipment on the next order date. Once your Kérastase Auto Replenishment order is placed for shipment it will usually ship within 24 hours. All Kérastase’s Auto Replenishment orders ship by standard shipping. You can view and modify the next order date for an individual item on the My Subscriptions tab in My Auto Replenishment.

QUESTION

How do I access My Auto Replenishment items?

ANSWER

You will receive an email for any Auto Replenishment item you have. You can click on the email link to access your Auto Replenishment items in My Auto Replenishment. If you do not receive an email, simply contact our customer service by calling 1-877-254-9949 or through the contact form and we'll be happy to help you.

Contact our Customer Service if you need any further assistance.

Email: customerservice@kerastase-usa.com | Phone: 1-877-254-9949