Customer Service

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 purchase, you may return it within 30 days of purchase with your original receipt. 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 or any other authorized retailer.

Please contact a Kérastase Customer Representative Mon-Fri 9:00 AM to 6:00 PM EST (except holidays) at 1-877-254-9949 or visit our Contact Us page to send an email. Select ‘Online Orders’ from the Question drop down and provide your Order Confirmation # and reason for return in the comment section.

Returns are typically processed within 1-2 business days and once processed we ask that you allow 3-5 business days for the refund to post onto your account depending on your financial institution.

Refunds on shipping are credited only when an item is incorrectly shipped, 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:

  • - Densimorphose Treatment Mousse
  • - Mousse Bouffante
  • - VIP (full & travel size)
  • - Laque Dentelle (full & travel size)
  • - Laque Couture (full & travel size)
  • - Laque Noire (full & travel size)
  • - Fresh Affair (full & travel size)
  • - Elixir Ultime Bi-Phase Spray Oil (full & travel size)
  • - Traitement Intensif Anti-Affinement
  • - Serum Therapiste (regulated if more than 119 gallons)
  • - Elixir Ultime Oil (regulated if more than 119 gallons)
  • - Elixir Ultime Oil (regulated if more than 119 gallons)

If your return contains one of these products, the entire shipment must be ground shipped.

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-usa.com.

If you are unsatisfied with a product, you may return it within 30 days of purchase with your original receipt. We cannot accept returns on overly used products. Shipping and handling are not included in refunds.

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 in the best possible way.

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