Questions & Answers
Frequently Asked Questions
Online Order & Product Queries Answered
Where can I buy Kérastase products in professional sizes (economy size)?
Can you send samples of your products?
you will have the opportunity to select 3 Kérastase samples.
How do I find product ingredients?
If you have specific ingredient concerns, please contact our consumer affairs team (1300 659 359). They can advise if the product contains a particular ingredient, or suggest alternative products that will best fit your specific haircare and ingredient requirements.
How can I choose the best products for me?
To discover your perfect Kérastase routine, we recommend utilising our hair diagnosis tool.
Alternatively, visit a Kérastase salon near you to receive your personal diagnosis, discover salon rituals, and shop products. Find your local Kérastase salon.
Are your products cruelty free/vegan?
To ensure a product is suitable for your needs and lifestyle, please refer to the full ingredient listing on the packaging or product page on our website. Alternatively, you can contact our consumer affairs team on 1300 659 359 for further information.
How do I use my products?
How long should Kérastase treatment product regimens last?
Are Kérastase products safe for use during pregnancy?
There are no specific contraindications for using our products. For Densitive, the treatment should not be used if you have allergies to any of the ingredients (taurine, green tea, grape seed oil, zinc). Do not take Densitive within three hours of taking iron supplements.
Where can I find Kérastase products in-store?
I am a hairstylist and I would like to become a retailer of Kérastase products. What steps should I take?
How do I place an online order?
You didn’t find your answer? Please contact us on 1300 060 116 or email us at [email protected]
What is the maximum quantity and or amount that I can order?
You didn’t find your answer? Please contact us on 1300 060 116 or email us at [email protected]
What methods of payment do you accept?
In the event your order is declined, Kérastase will inform you of this event and refund any monies paid.
You didn’t find your answer? Please contact us on 1300 060 116 or email us at [email protected]
Can I use a foreign credit card?
You didn’t find your answer? Please contact us on 1300 060 116 or email us at [email protected]
Why haven’t I received an online order confirmation?
- either your spam filters are too high, which means that our emails have been blocked a spam
- Kérastase ([email protected]) has not added to your Address Book
- or, your order may not have been successfully submitted.
You didn’t find your answer? Please contact us on 1300 060 116 or email us at [email protected]
How can I cancel or change my order?
Please note that you cannot cancel your order if Kérastase Customer Service inform you that it has already been processed.
Why was my payment declined?
You didn’t find your answer? Please contact us on 1300 060 116 or email us at [email protected]
How do I track my order?
Then, once your order has been prepared and dispatched, you will also receive an order dispatch confirmation by e-mail. In this second e-mail, you will find a tracking number.
By clicking on the link to the Australia Post website in this e-mail, and entering the tracking number, you will be able to track your parcel.
You didn’t find your answer? Please contact us on 1300 060 116 or email us at [email protected]
How do I use a promotional code?
Once the code is entered, the offer will be directly applied to the amount of your shopping bag given you have qualified for the promotion.
Before completing purchase, check that the relevant promotional gift or discount has been applied to ensure you will receive it.
You didn’t find your answer? Please contact us on 1300 060 116 or email us at [email protected]
How can I be sure my order has successfully been submitted?
- Order number
- Order date
- Delivery and invoicing details
- List of items ordered
- Total amount of the order
You didn’t find your answer? Please contact us on 1300 060 116 or email us at [email protected]
How can I be informed about the latest online offers, products and news from Kérastase?
You didn’t find your answer? Please contact us on 1300 060 116 or email us at [email protected]
Can I purchase a product that is no longer available in shops?
This means that on occasion, products you love may no longer be available. As a general rule, these products will also be no longer available for purchase online.
You didn’t find your answer? Please contact us on 1300 060 116 or email us at [email protected]
What types of delivery options are available?
Standard shipping is free of charge for orders $75 and over and is delivered on business days (Monday through Friday, excluding public holidays). Our standard shipping carrier is Australia Post. We kindly ask that you anticipate 3-5 business days for standard shipping. Standard shipping costs $9.95 for orders under $75.
*Delivery of orders to remote areas or high order volumes may take longer than expected.
All orders must be sent to a registered Australian Postal Address. Express shipping is $12.95 (Monday through Friday, excluding public holidays) and takes 1-2 working days. Please note express shipping is not available to particular products deemed as “dangerous goods”. Your order will be dispatched from our warehouse no more than 2-3 working days after placing your order via either express or standard shipping.
You didn’t find your answer? Please contact us on 1300 060 116 or email us at [email protected]
Do you offer express shipping?
You didn’t find your answer? Please contact us on 1300 060 116 or email us at [email protected]
What are the shipping fees and when will my order be dispatched?
o Standard shipping fee is $9.95 for orders under $75
o Express shipping fee is $12.95
Your orders are usually dispatched within 2 working days. You will receive an email notification from Australian Post when your order is shipped.
The following delivery timeframes apply:
- Sydney and Melbourne Metro: 2-3 working days after dispatch. Orders are dispatched within 2 days.
- Rest of Australia: 3-5 working days after dispatch. Orders are dispatched within 2 days.
*Delivery to remote areas may take longer. Please note we rely on Australia Post to provide delivery services so we cannot guarantee delivery times. If your order doesn't arrive within the given time frame, please contact us on 1300 060 116 or email us at [email protected]
How do I deliver to another address that differs from my billing address?
You didn’t find your answer? Please contact us on 1300 060 116 or email us at [email protected]
What areas do you ship to?
You didn’t find your answer? Please contact us on 1300 060 116 or email us at [email protected]
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 [email protected] 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 [email protected] 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 [email protected]
How do I return my order?
For our bookkeeping purposes, we respectfully request that you include the sales receipt and/or invoice with any return. 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.
If you should need further information regarding the return of any Kérastase products, please do not hesitate to email us at [email protected] and it would be our pleasure to assist you however we could.
Missing or damaged items in my order