KÉRASTASE Frequently Asked Questions

 



How can I contact you with any questions?

For queries relating to your order, making purchases through our website, deliveries or returns, go to our Contact Us page, select the topic you would like to discuss and fill the form.

You can either request a callback or communicate with us via e-mail by indicating your preference in the form.

We aim to respond to your inquiries or call you back within 2 working days.

 



How can I monitor my order?

Your order will be dispatched by Citruss TV on behalf of L’Oréal and shipped by Aramex. See below for the delivery method and estimated delivery times we offer.

When your order and payment are validated, Kérastase will send you an Order Acknowledgment email.

Once your order has been prepared and dispatched, you will receive a Dispatch Confirmation email from Kérastase which confirms our acceptance of your order. In this email, you will find a tracking number that will allow you to monitor your parcel on the carrier’s website. You can then access Aramex website on www.aramex.com and enter your shipment number under “Track your shipment”.

 



How long does it take for my order to be delivered?

All shipped items are delivered in 3 to 4 working days (following the date of dispatch).

Kérastase will NOT deal or provide any services or products to any of OFAC sanctions countries in accordance with the law of UAE.

Multiple shipments may result in multiple postings to the cardholder’s monthly statement.

In case or order cancellation, refunds will be done only through the Original Mode of Payment.

 



What are the accepted methods of payment?

Kérastase allows you to pay for your order using secure payment methods.

You can carry out an online payment via:

  • • PayPal
  • • Visa
  • • MasterCard

The information entered when making a payment is never known or stored by Kérastase.

Banking transactions are carried out in a secure manner by Payfort, Kérastase’s designated payment partner.

 



How do I use a promotional code?

If you have a Kérastase promotional code, you can let us know before confirming your order by inputting it into the field, "Promotional Code".

Once the code is entered, the offer will be directly applied to the amount that your shopping bag totals.

You will see the title/value of your code above the subtotal amount. You have the option to cancel the code you entered and enter a different one.

 



What is the maximum quantity and amount that I can order?

 

 

The maximum amount of your order cannot exceed 8 items.

 



What if the item I received was damaged?

If the product(s) received are not those you have ordered or of they have been damaged or are faulty, please fill the Contact Us form under “Report a damaged product” and upload an image of the damaged package. A representative will contact you as soon as possible and walk you through the return process. We will then replace the damaged product.

 



Why create an account?

To enable us to process your order, we need some information about you such as your delivery address, billing address and email address.

The creation of this account will also allow you to benefit fully from services offered by Kérastase, for instance creating a list of your own personal favorite products, viewing past orders, etc.

 



How do I find my username / password?

If you forget your password, select the "Sign in" button and select "Forgotten Password?" You will then receive a hyperlink via email which can be followed to reset your password.

 



How can I be informed about Kérastase news?

To sign up for the Kérastase Newsletter, simply click on the link at the top of the website. Then fill in the required fields and click "Sign Up".

You can also do so whilst creating your own account or at the checkout page and select "yes" to the question, "Would you like to sign up for our newsletter and be notified of our exclusive launches and offers?" You will need to select "OK" so that your choice is registered.

By becoming a fan of our Facebook page at KERASTASELEVANT, you can keep up with the latest product launches and enjoy special offers.

 



How do I unsubscribe from the newsletter?

You can unsubscribe from the Kérastase Newsletter with a single click on the link at the bottom of the page in the last newsletter you receive.