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Why haven’t I received my order?

If a delivery is late, please let our Kérastase Customer Service department know as soon as possible, by e-mail sent to They can check the status of your order and advise whether to lodge an enquiry with Australia Post.

Upon receipt of Products ordered, the Purchaser must check that the Products are compliant. Any delivery anomalies (missing or broken Products, parcel damaged, etc) must be noted in writing by Purchasers on the delivery slip presented by the courier alongside a signature. The Purchaser must also notify the Kérastase Customer Service department by e-mail sent to specifying the nature of the problem.

Most parcels arrive on time. Occasionally though, the tracking may show as "delivered" when you don't have your parcel.
If the tracking for your parcel shows it as delivered but you haven't received it, you should:
- Check if someone else at your address has accepted it.
- Check if an attempted delivery notice has been left in your letter box or on your door. Follow the instructions on that notice to request redelivery or to arrange collection of the parcel.
- Use the delivery confirmation and tracking number sent by email to contact the carrier.

You can also contact our Customer Service to obtain confirmation of shipping.

You didn’t find your answer? Please contact us on 1300 060 116 or email us at

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