At Kérastase Shop, we are committed to delivering premium salon-quality haircare products with exceptional service. Please review our shipping and returns policies below to ensure a seamless experience with your luxury haircare purchases.

Shipping Information

Order Processing Time

All orders are processed within 1-2 business days (excluding weekends and holidays). You will receive a confirmation email with tracking information once your order ships.

Shipping Methods & Delivery Times

We offer two shipping options to accommodate your needs:

  • Standard Shipping ($12.95):
    • Carrier: DHL or FedEx
    • Delivery time: 10-15 business days after shipment
  • Free Shipping (Orders over $50):
    • Carrier: EMS
    • Delivery time: 15-25 business days after shipment

Note: We ship worldwide except to certain Asian countries and remote locations. Delivery times may vary depending on your location and customs processing.

Payment Methods

We accept the following payment methods:

  • Visa
  • MasterCard
  • JCB
  • PayPal

Returns & Exchanges Policy

We want you to be completely satisfied with your Kérastase products. If you’re not happy with your purchase, we offer a straightforward returns process.

Return Eligibility

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

  • Items must be unopened and in original packaging with all seals intact
  • A copy of your original receipt or order confirmation is required

Non-Returnable Items

For hygiene reasons, the following products cannot be returned once used or opened:

  • Hair Styling Tools (once used)
  • Gel, Mousse & Waxes (if opened)
  • Leave-in Treatments (if opened)

How to Initiate a Return or Exchange

Follow these simple steps:

  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 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

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.

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]

Customer Satisfaction Guarantee

At Kérastase Shop, your satisfaction is our priority. If you have any questions about our shipping or returns policy, please don’t hesitate to contact our customer care team at [email protected].

We appreciate your trust in our luxury haircare products and look forward to serving your haircare needs.