ISSUE WITH YOUR ORDER
Damaged or Faulty Items
If you receive any products that are damaged or faulty, please contact us at [email protected] or connect with us via WhatsApp on +971526077595. Our customer service team will validate your order using Order Ref, Name and Contact details. To expedite your request and arrange a replacement, we recommend to please include a detailed description and photo of the product in question within 3 business days from receiving your delivery.
Incorrect Order Items
If you have received a wrong product , please contact us at [email protected] or connect with us via WhatsApp on +971526077595. To expedite your request, please include your order ref, name and contact along with detailed description and photo of the product in question within 3 business days from receiving your delivery.
REPORT A PROBLEM WITH YOUR ORDER
If your order is missing a product or you have any other concerns, please contact us at [email protected] or connect with us via WhatsApp on +971526077595. To expedite your request, please have your order confirmation reference available with you. We will do our best to accommodate your concerns as efficiently as possible.
EXCHANGES & REFUNDS
We do not offer exchanges or refunds simply for change of mind.
What if the order was paid then canceled?
In case of order cancellation, refunds will be done only through the Original Mode of Payment.
We are happy to offer replacement for your purchase from us within 7 days from the delivery date (to the extent permitted at law) on faulty /damage and missing products. Faulty / Damaged Items must be in original and unused condition. We do not offer exchanges or refunds simply for change of mind. We offer replacements for products purchased from ae.kerastase.com. Kerastase products purchased in all other locations must be returned to their original point of purchase.
CHANGE OF MIND RETURNS
We do not offer exchanges or refunds for change of mind returns.
How to Initiate and complete Product replacement in case of Damage / Faulty items.
1. Confirm that you meet our return conditions
2. Contact our Customer Service team at [email protected] with the subject “My Order [order number]”or connect with us via Whatsapp on +971526077595
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, unused)
3. Within 24 working hours, a customer service representative will get in contact with you.
A customer service representative will request that you provide a photo, and any other relevant details. For more information, please see section “Issue with your order”.
4. Your replacement order will be shipped to you within 2-4 business days, and you will be notified with an Airway bill to track your parcel