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 or cancel an order you have already placed, please contact a Kerastase Customer Service Representative at [email protected] with the subject "My Order [order number]". Alternatively, you can call us on 1300 060 116. 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 regret that we do not ship outside 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). Once a return authority number has been provided to you by one of our Kérastase customer service representatives, you must ensure the parcel is returned to us within 30 days to qualify for a full refund. 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.
CHANGE OF MIND RETURNS
We are happy to offer free change of mind returns with a full refund on any product you’ve purchased from www.kerastase.com.au (to the extent permitted at law). Returns must be requested within 30 days after the date of delivery. Once our customer service team have contacted you and provided a returns shipping label, the parcel must arrive back at our warehouse within 30 days to qualify for a full refund.
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.
We do not offer exchanges for change of mind returns.
We will accept returns outside of the above conditions in the case of allergic reactions, damaged products, incorrect items or faulty items.
We only accept returns purchased from www.kerastase.com.au. Kerastase products purchased in all other locations must be returned to their original point of purchase.
How to start a return
1. Confirm that you meet our return conditions (see Change of mind returns)
2. Contact our Customer Service team at [email protected] and with the subject “My Order [order number]”.
To expedite your request, please include the below details:
- Order number
- Date of product purchase
- Product(s) requested to be returned
- Return reason
- Product condition (unopened, used, damaged, faulty)
3. Within 48 hours, a customer service representative will get in contact with you.
- For change of mind returns: a customer service representative will submit your return and email you the return shipping label
- For orders with other issues: a customer service representative will request that you provide a photo, and any other relevant details. For more information, see section “Issue with your order”
4. Package your item securely.
To reduce waste, you can re-use the Kerastase packaging, if you no longer have this, you can use a similarly sized box.
You can print your return shipping label at the post office - simply present your returns label email on your phone. Please note that from the date of
Australia Post Portal
Simply enter the tracking number you received via email when you booked your return at the Post Office.
7. Once the parcel arrives at our warehouse, our returns team will inspect the condition of your return.
If accepted, the refund will be processed and you will be contacted via email. Refunds take approximately 10 business days to be credited to your account.
If you should need further information regarding the return of any Kerastase products, please do not hesitate contact us at [email protected] and it would be our pleasure to assist you however we can.
ISSUE WITH YOUR ORDER
Damaged or Faulty Items
If you receive any products that are damaged or faulty please contact us at [email protected] to arrange an exchange, replacement or refund. To expedite your request, please include a detailed description and photo of the product in question within 7 business days of receiving your delivery.
Incorrect Order Items
If you receive any products that have been sent in error please contact us at [email protected] To expedite your request, please include a detailed description and photo of the product in question within 7 business days of receiving your delivery.
If you experience any allergic reactions to Kerastase products, please stop use of the product immediately.
In this rare and unfortunate situation, we will accept the return of your product. Please contact us at [email protected] to initiate this process.
To the extent permitted by law, please provide us with a photo of the reaction and proof of purchase. We request that the product not be more than 15% used.
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.
We do not offer exchanges.
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.