Customer Service

Checkout

Sales Tax

Kindly note that as of October 1, 2007, all orders shipped from Kerastase-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.

Maximum Purchase Policy

Products ordered by phone, or e-commerce are not for resale. As such, we reserve the right to limit per item order quantities to 3 per product, per size, per day.

Payment Options

Kérastase accepts American Express, Discover, MasterCard, Visa, PayPal and Apple Pay. 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. If you are uncomfortable entering your credit card information online, we will be pleased to accept your order by phone. Please call 1-877-254-9949.

In the event your credit card is declined, Kérastase will inform you of this event and request a new credit card number. Please provide Kérastase with your new credit card number within 5 days so we can fulfill your order without you having to resubmit your order.

As email is not a secure method of transmitting credit card information, we advise that for your protection you do NOT send credit card information via an e-mail message to Customer Service. Instead, we suggest that you call us directly at 1-877-254-9949 with your credit card information.

Telephone Orders

We will be pleased to accept your order by phone. Please call 1-877-254-9949 and a Kérastase Customer Representative will provide you with product recommendations, appropriate samples, and other information to meet hair care needs.

International Orders

We regret that we do not ship outside the U.S. at this time for orders placed at Kerastase-usa.com. Please use our Salon Locator to find the Kérastase Consultant Salon location nearest you.

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 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 or or go to our contact us form.

Multiple Ship to Addresses

Currently, Kerastase-usa.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.

Promotion Codes

If you have a promotional coupon code that can be redeemed from Kerastase-usa.com, please enter the offer code in the box in the shopping bag area upon checkout. The promotion will be reflected in the subsequent pages. If you would like to receive our timely promotions, please become a My Kérastase Member.

Order History

You may view your order history by signing into Your Account and selecting Order History from the left hand selection bar.

Order Changes & Cancellations

Orders submitted on our website process and ship very quickly. Regrettably, we cannot cancel or modify orders. We are sorry for any inconvenience this may cause. After processing, you should expect your order to be delivered by UPS in approximately 7-10 business days, unless an expedited method of shipping was requested. To receive a full refund to your original form of payment, please review our Return Policy. Your order, or part of your order, may have been cancelled by our system for a number of reasons:


- Item(s) not available.

- Order exceeded maximum purchase limit.

- Cannot ship to address provided, freight forwarders, or address outside of the United States.

- Difficulty in processing payment information - entered in a billing address or zip code that is not associated with credit card.

- You have not responded to emails sent regarding the following: declined credit card; incorrect billing information; verification of billing/shipping address for priority ship order.

You will receive an email notification if your order is cancelled. You will not be billed for any cancelled items. If you are interested in placing a new order or if you have questions about a cancelled order, please contact a Kérastase Customer Representative at 1-877-254-9949 or or go to our contact us form.