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Questions & Answers

Frequently Asked Questions

Online Order & Product Queries Answered

Where can I buy Kérastase products in professional sizes (economy size)?

Kérastase professional-sized products are reserved for Kérastase hair consultants and are not available for sale to individuals.

Can you send samples of your products?

When you place an order through Kérastase.com.au
you will have the opportunity to select 3 Kérastase samples.

How do I find product ingredients?

At Kérastase, we strive to use the best ingredients to ensure maximum efficacy in our products. A full list of product ingredients can be viewed on their respective product pages on our website, as well as on the product packaging.

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?

Kérastase has a wide variety of products to address your specific hair needs and help you achieve your hair goals.
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?

We do not test any of our products on animals. Our parent company, L’Oreal, has been at the forefront of new methods of assessing safety that don’t involve animals.
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?

Please refer to the indications provided for treatment products (Intervention of Aminexil, Forcintense, etc.) or ask your Kérastase hair consultant, who will be able to assess the condition of your hair.

How long should Kérastase treatment product regimens last?

Please refer to the indications provided for treatment products (Intervention of Aminexil, Forcintense, etc.) or ask your Kérastase hair consultant, who will be able to assess the condition of your hair.

Are Kérastase products safe for use during pregnancy?

As a precautionary measure, we do not recommend using Densitive during pregnancy and while breastfeeding.

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?

Our products can be purchased online or from your local Kérastase salon. Visit our salon locator to see salons near you.

I am a hairstylist and I would like to become a retailer of Kérastase products. What steps should I take?

To become a retailer, you must contact our client services department. The contact number is 1300 760 556. They will then give you the contact information for the appropriate  representative. We thank you for your interest in our brand.

How do I place an online order?

Choose the desired quantity, then click on "Add to Shopping Bag". You will check out as a guest. Simply follow the prompts on the screen through until you receive confirmation that the transaction has been accepted.

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?

The number of identical articles is limited to 8 for the same order and over a one-month period. Kérastase is obliged to apply these limits for delivery and payment security reasons.

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?

Kérastase accepts MasterCard, Visa, AMEX and for your convenience, we also accept PayPal as methods of payment. Credit Card and PayPal information entered in the site is secure and safe. All orders placed on this website are encrypted, thereby protecting any credit card information that is submitted at the time of the order.
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?

Consumers using foreign credit cards issued in China, Brazil, Canada, Germany, UK or US can place orders on this website provided that the Ship-To Address is in Australia. We do not accept credit cards issued from other countries.

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?

This could due to the following reasons:
- 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?

If you realise that you have made a mistake just after confirming your order on the website, contact Kérastase Customer Service on as soon as possible on 1300 060 116 or email us at [email protected]

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?

To protect your security and privacy, your bank can't provide Kérastase with information about why your payment was declined. Because of this, you need to contact your bank directly to solve these payment issues.

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?

When your order and payment are validated, Kérastase sends an initial e-mail to confirm your 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?

If you have a Kérastase promotional code, apply this at check-out before confirming your order in the input field "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?

Once your order has been confirmed, you will be sent an order summary by e-mail. This contains the following information:
- 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?

To receive the Kérastase newsletter, simply click on the ‘Newsletter’ icon at the top of every page. Then fill in your email address and details, tick the box to agree to the Kérastase terms and conditions and click “Subscribe to the newsletter”.

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?

We know that your Kérastase products are special to you and have been favourites for a long time. As Kérastase is constantly looking to offer you innovative products, changes must sometimes be made to these cherished products so that they can be replaced with better, more effective formulas.
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?

We offer standard and express shipping.

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?

Yes. 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.

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 Free shipping applies to orders that are $75 and over
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?

During checkout tick delivery "to a different address" from the billing address and enter the required shipping address in the appropriate fields.

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?

We deliver to everywhere within Australia. Remote destinations may take longer than metro areas. Please refer to your parcel tracking for more information.

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] Kérastase shall then contact its authorised carrier to initiate an enquiry. Enquiries may take some time but we aim to resolve all delivery problems within two (2) weeks from the day of the complaint.

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?

We are happy to offer a free return and a full refund on any product you've purchased from us within 30 days of the date of delivery (to the extent permitted at law). Items must be in original and unused condition. Any Gift With Purchase received with an order must also be returned for a full refund. We do not offer refunds simply for change of mind returns that are 30 days after delivery.

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

If your order is missing a product, contains a damaged item, or other concern, please contact Customer Service at [email protected] To expedite your request, please have your order confirmation number available. We will always do our best to accommodate your concern as efficiently as possible.

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