Welcome to Kérastase Shop’s FAQ page. We’ve compiled answers to the most common questions about our salon-quality haircare products, global delivery, and customer service. Whether you’re looking to define curls, treat damaged hair, or find the perfect styling product, we’re here to help.
Product Questions
What hair concerns do your products address?
Our scientifically formulated products target specific hair needs including:
- Curl definition and texture
- Dry, damaged hair repair
- Scalp care for dryness and itchiness
- Fine hair volumizing solutions
- Frizz control and smoothing
- Color-treated hair protection
- Oily hair balancing treatments
Are Kérastase products suitable for professional stylists?
Absolutely! Many professional stylists trust our products for their clients. Our salon-quality formulations deliver consistent, professional results, and our reliable shipping ensures you never run out of essentials.
How do I choose the right product for my hair type?
We recommend exploring our “Shop By Hair Concern” category or consulting with a professional stylist. Each product line is specifically designed to address different hair needs, from curl definition to heat protection.
Shipping & Delivery
Where do you ship?
We proudly offer global delivery to most countries worldwide (excluding parts of Asia and select remote regions). Our logistics network ensures safe delivery whether you’re in Paris, New York, or Sydney.
What are my shipping options?
We offer two convenient shipping methods:
- Standard Shipping: $12.95 via DHL or FedEx (10-15 business days after dispatch)
- Free Shipping: For orders over $50 via EMS (15-25 business days after dispatch)
Can I track my order?
Yes! All shipments include tracking. You’ll receive tracking information once your order is dispatched, allowing you to monitor your package every step of the way.
Returns & Exchanges
What is your return policy?
We want you to be completely satisfied. If any product doesn’t meet your expectations, you may return it within 15 days of receipt for a full refund or exchange.
How do I initiate a return?
Please contact our customer service team at [email protected] with your order details and reason for return. We’ll guide you through the simple return process.
Payments & Security
What payment methods do you accept?
We accept all major credit cards including Visa, MasterCard, and JCB, as well as PayPal for secure checkout.
Is my payment information secure?
Absolutely. We use industry-standard encryption to protect all transactions. Your payment security is our top priority.
Customer Service
How can I contact customer service?
Our dedicated team is available via email at [email protected]. We typically respond within 24-48 hours.
What are your business hours?
Our customer service team operates Monday through Friday, 9AM to 5PM EST. Emails received outside these hours will be answered the next business day.
Didn’t find the answer you were looking for? Our haircare experts are always happy to help. Reach out to us at [email protected] for personalized assistance with your haircare journey.
Kérastase Shop Team
2901 Point Street, Boston, US 40107