Help & Information
Shipping & Returns
We're with you all the way.
While we are not currently experiencing any shipment delays from our warehouse, during this exceptionally busy time for online shopping, Australia Post are seeing a large uplift in parcels processing through their network. This may result in some delays in the updating of online tracking information (up to a 24 hour delay) and delivery delays. For further information regarding Australia Post please see here for updates. You will receive an automated email once your order has been shipped. Please check your junk or SPAM email folder for notification details. If the matter is urgent please call our care and service teams. For order enquiries contact: 1300 060 116.
SHIPPING METHODS & RATES
- - Free standard shipping applies to all orders that are $75 and over.
- - Standard shipping is $9.95 for orders under $75.
- - Express shipping is $12.95 when 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 approximately 3-5 business days for standard shipping. Express shipping may not be available during peak periods or on items classified as dangerous goods. All estimated delivery times do not include handling and dispatch.
*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.
Once your order has been dispatched from our warehouse you will receive a shipping confirmation email which includes the Australia Post tracking number that you will be able to use to track your order.
For any questions about your order, please Contact Us ([email protected]) and we would be happy to assist you.
CHANGE OR CANCEL AN EXISTING ORDER
If you need to change an order you have already placed, please contact a Kérastase Customer Service Representative at [email protected] with the subject "My Order". To expedite your request, please have your order confirmation number available. We will always do our best to accommodate your needs. Please note if the order has already been processed, we will be unable to change or cancel it.
We do not ship outside of Australia at this time.
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.
ALLERGIC REACTION RETURNS
In the rare case of an allergic reaction, we will accept the return of your product.
To the extent permitted at law, please provide us with a photo of the reaction and proof of purchase when requesting a return of the product. We request that the product be no more than 15% used and purchased within the last twelve months.
If you experience any allergic reaction, please stop use of the product immediately and Contact Us ([email protected]) for further assistance.
DAMAGED PRODUCTS / INCORRECT ORDER
If you receive any products that are damaged or have been sent in error, please contact us ([email protected]) with a description and photo of the product within 5 business days of the delivery.FAULTY ITEMS
If you receive your order with faulty products, please contact us ([email protected]) with a detailed description and photo of the product in question. All contact for allergic reactions, damaged goods, incorrect orders and faulty products should be made to [email protected] If you have purchased products online from the Kérastase website, you may return them by Australia Post. If you have purchased Kérastase products from a retail store or hair salon, please return them to that store.
We respectfully request that you include a copy of the sales receipt as proof of purchase with any returned products. If you have purchased Kérastase products from an unauthorised retailer or other unauthorised source, we regret that we cannot assist you with any problems you may encounter. If you should need further information regarding the return of any Kérastase products, please do not hesitate to Contact us ([email protected]) - it would be our pleasure to assist you however possible.
REPORT A PROBLEM WITH YOUR ORDER
If your order is missing a product or you have any other concerns, please Contact Us ([email protected]). To expedite your request, please have your order confirmation number available. We will always do our best to accommodate your concerns as efficiently as possible.
INTERNATIONAL CREDIT CARD PAYMENTS
Consumers using foreign credit cards issued in many countries can place orders on this website provided that the “Ship-To Address” is in Australia. We do reserve the right to decline orders made with credit cards issued from specific countries. Should you have additional questions or concerns please Contact Us ([email protected]) and we will be happy to assist you.
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