At Kérastase Shop, we want you to be completely satisfied with your premium salon-quality haircare products. If for any reason you’re not happy with your purchase, we offer a straightforward returns and exchanges process.

Our Return Policy

You may return most unused items in their original condition within 15 days of delivery for a full refund or exchange. Please note:

  • Items must be unopened and in original packaging with all seals intact
  • A copy of your original receipt or order confirmation is required
  • The following products cannot be returned for hygiene reasons: Hair Styling Tools (once used), Gel, Mousse & Waxes (if opened), and Leave-in Treatments (if opened)

How to Initiate a Return or Exchange

Step-by-Step Process:

  1. Contact our customer service at [email protected] within 15 days of receiving your order
  2. Provide your order details (order number, product name, and reason for return)
  3. Wait for approval – we’ll respond within 1-2 business days with return instructions
  4. Package your return securely in the original packaging if possible
  5. Ship your return to our Boston facility using a trackable shipping method

Return Shipping Information

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping service as we cannot be responsible for lost return packages.

Return Address:
Kérastase Shop Returns
2901 Point Street
Boston, MA 40107
United States

Refund Processing

Once your return is received and inspected (typically within 3-5 business days of arrival), we will process your refund or exchange:

  • Refund Method: Refunds will be issued to the original payment method (Visa, MasterCard, JCB, or PayPal)
  • Processing Time: 3-5 business days after approval
  • Bank Processing: Depending on your financial institution, it may take 5-10 business days for the refund to appear on your statement

Exchange Process

For exchanges, please indicate your preferred replacement product in your return request. If the replacement item is of higher value, you’ll need to pay the difference. For lower-value items, we’ll refund the difference.

Return Request Template

Use the following template when emailing your return request to [email protected]:

Subject: Return Request for Order #[Your Order Number] Dear Kérastase Shop Customer Service, I would like to request a return/exchange for my recent order (#[Your Order Number]). Below are the details: Product Name: [Product Name] Product Code/SKU: [If available] Reason for Return: [Please specify – wrong product, defective, changed mind, etc.] For exchanges, I would like to receive: [Product Name] instead. I have reviewed the return policy and confirm that the product meets all return conditions. Please advise on next steps. Best regards, [Your Full Name] [Your Email Address] [Your Contact Number]

Damaged or Defective Products

If you receive a damaged or defective product, please contact us immediately at [email protected] with photos of the damaged item and packaging. We’ll arrange for a replacement or refund at no additional cost to you.

International Returns

For international returns (outside the United States), customers are responsible for all return shipping costs and any applicable customs fees. Please note that refunds will be issued in USD and may be subject to currency conversion rates.

For any questions about our returns policy, please don’t hesitate to contact our customer care team at [email protected]. We’re committed to ensuring your complete satisfaction with our luxury haircare products.