Customer Service

Shipping & Delivery

Shipping & Delivery

Shipping Methods and Rates

The estimated delivery times set out below are from the date on which you place your order with us. Please note that the delivery times quoted is an estimate only.

Delivery Method: Standard Delivery by DPD to addresses within the UK mainland only.

Estimated Delivery Time: 3-5 working days (after order date)

Shipping Exclusions: Unfortunately we can not ship orders to Northern Ireland, the Scottish Highlands, the Scottish Isles, Channel Islands, Isle of Man, Republic of Ireland nor the rest of the world. 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.

Order Status

Your order will be dispatched by DPD within 3-5 working days after the date that you placed the order.

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.

Please contact us using the online form and we will be happy to assist you.

Returns Policy

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 Web Customer Care Team Unit 3, Roach bank road, Bury, BL9 8RY

You can give notice of cancellation for products ordered on www.Ké 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 may also contact our Customer Service team by telephone on 0800 085 4958.

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.

Report a Problem with Your Order

If your order is missing a product, contains a damaged item, or any other concern, please contact the Kérastase customer care team - Monday to Friday, from 9:00am to 5:00pm on 0800 085 4958. To expedite your request, please have your order confirmation number available. We will always do our best to accommodate your concern as efficiently as possible.