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, please contact our Customer Service team.

By e-mail: service@kerastase.co.uk

By telephone: (0) 203 006 1125 (we are available from Monday to Friday from 9:00am – 6:00pm)

By post: Kérastase UK c/o Asendia UK, 2B Viking Industrial Estate, Hudson Road, Bedford MK41 0QB

For general queries relating to our products or brands or if you have any feedback or complaints, please contact our Professional Products Consumer Advisory Department.

By email: salonadvice@uk.loreal.com

By telephone: (0) 800 085 4958

By post: Salon Advisory Department, Freepost WD 649, London W6 8BR

If you have been in touch with us regarding a complaint and are not satisfied with our proposed resolution, you are entitled to pursue online dispute resolution (“ODR”).  You may do this using the electronic complaint form found at: www.ec.europa.eu/odr


How can I monitor my order?

Your order will be dispatched by Hermes. 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.
By clicking on the link to the website which is provided in the Dispatch Confirmation email and entering the tracking number provided, you will be able to track your order.

What are the estimated delivery times offered?

The estimated delivery times set out in the table below are from the date on which you receive a Dispatch Confirmation email from us. Please note that the delivery times quoted are an estimate only.


Estimated Delivery


Delivery Method

Estimated Delivery Time


Standard Delivery by Hermes to addresses within the UK and Isle of Man

48 hours – order placed by 12pm

72 hours – order placed after 12pm





Products ordered by you shall be exclusively delivered in the United Kingdom and Isle of Man. Only orders with an invoicing and delivery address located in the United Kingdom or Isle of Man will be processed.


Orders for which a P.O box delivery address has been chosen cannot be processed and deliveries will not be made to these addresses.


Your order will reach you as per the Estimated Delivery Times provided, aside from in times of severe weather conditions and exceptional circumstances.

If you wish to send a gift, select the products and add them to your bag. When you are on the first stage at the checkout, you can select a gift wrap service for no additional cost. You can then send your order to another recipient with a personal message. You can do so by completing the fields for the “Shipping Address” with the desired delivery address, which is on the second stage of the checkout page.

Gift wrap is not available for our Gift Sets as they already come in luxury Kérastase packaging.


What methods of payment are offered?

Kérastase allows you to pay for your order using secure payment methods.
You can carry out an online payment by credit/debit card and pay for your order using one of the following cards:
Visa, MasterCard, Maestro or American Express.

The information entered when making a payment on www.kerastase.co.uk is never known or stored by Kérastase. Banking transactions are carried out in a secure manner by Ingenico e-Commerce Solutions, Kérastase’s designated payment partner.

For any additional information concerning payment, please contact our Customer Service team at service@kerastase.co.uk or by telephone on (0) 203 006 1125 (we are available from Monday to Friday from 9:00am – 6:00pm)

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 £500.00. Moreover, the number of identical products bearing the same reference is limited to 6 for the same order and over a one month period.

What is the procedure for returns and refunds?

Products must be returned by post, with a completed Delivery and Returns Note which you will receive with your order, to the following address:

Kérastase UK c/o Asendia UK

2B Viking Industrial Estate

Hudson Road

Bedford MK41 0QB

You can give notice of cancellation for products ordered on www.kerastase.co.uk from the date of the Dispatch Confirmation email sent from us until 14 days after the day on which you receive your products.

You may cancel by completing the cancellation form available on our website.

You can also download a PDF version of the cancellation form which can be printed, completed, scanned and emailed to us at service@kerastase.co.uk or posted to us at:

Kérastase UK c/o Asendia UK
2B Viking Industrial Estate
Hudson Road
Bedford MK41 0QB

We will email you to confirm we have received your cancellation.

You may also contact our Customer Service team by telephone on (0) 203 006 1125.

Your right of cancellation does not apply in the case of a contract for the supply of sealed goods which are not suitable for return due to health protection and hygiene reasons, if they become unsealed after delivery. Certain products are cellophane wrapped and/or contain a seal to be removed before use and fall within the category of ‘sealed goods’.

If the product(s) received are not those you have ordered or of they have been damaged or are faulty, then return such product(s) in their original form and packaging accompanied by a completed Delivery and Returns Note. In this case, if the non-compliant nature of the product is confirmed by us, we will refund the price of the product in full and where the full order is returned will refund any delivery costs you have paid, although as permitted by law, the maximum refund will be the costs of delivery by the least expensive delivery method we offer.
Note that only in these specified circumstances (faulty, damaged, non-compliant product) will we pay the reasonable delivery costs you incur in returning the product to us provided that you include a returns proof of postage receipt when returning the product. We request that you return such products to us via the Post Office ‘Royal Mail Signed For’ delivery method.

It is not possible to exchange or obtain reimbursement for any products ordered from this website at salons. It is also not possible to exchange or obtain reimbursement for any products ordered from another online store. 


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 favourite products, viewing past orders, etc.

All your account information at Kérastase will only be used as part of your relationship with Kérastase.

This information can be changed by you at any time by managing your account online.

It can also be completely removed from our database upon request.


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 Facebook/KERASTASEUK, 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.
You can also send an email to our Customer Service team at service@kerastase.co.uk.