Customer Service Information About Returns

Information About 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-usa.com must be returned to Kerastase-usa.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:
  • Mousse Volumactive
  • Mousse Substantive
  • Lumière Liquide
  • Activateur Capital Force Anti-Oiliness
  • Activateur Capital Force Densifying
  • Sérum Oléo-Relax
  • Sérum Oléo-Relax Travel Size
  • Double Force
  • Double Force Travel Size
  • Double Force Controle Ultime
  • Lotion Densitive GL

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, 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. However, they maybe returned to our Consumer Affairs office (see Quality Guarantee Policy).

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 Kérastase, 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!

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.