Frequently Asked Questions

Welcome to Kérastase Canada Frequently Asked Questions.
Check below to see if we have the answer to your question.

Shopping

QUESTION
Finding Products
ANSWER
If you know which Kérastase products you're looking for, you've got many ways to find them on our website:

- Search by keyword
- Search by category of product

If you're not sure which product suits you best, or just want to browse, check out What's New, our How To's or our Hair Diagnostic for inspiration...
QUESTION
Finding the right product for you
ANSWER
We all have different needs, so which Kérastase products are right for you?

Get expert advice and tips from our Hair Diagnostic tool.

When you become a Kérastase Member, you can save your Diagnostic results to come back and consult whenever you like.
QUESTION
Searching by Keyword
ANSWER
Easy!

 

Just type in the keyword you're looking for and hit Go… We'll list all the matching results for you to consult.
QUESTION
What's new at Kérastase?
ANSWER
After the latest product releases from Kérastase?

 

Discover with all our great new Kérastase products in the What's New category
QUESTION
Gift Ideas
ANSWER
Looking for a great gift? Kérastase's Gift Idea category can help!

We've selected exclusive Kérastase Gift Sets to give you some ideas, or you can choose from Kérastase's extensive range of products.

QUESTION
Find A Store
ANSWER
Find a Kérastase boutique or salon near you by clicking on "Salon Locator" at the top of the page.
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Ordering

QUESTION
How To Pay
ANSWER
We accept Master Card, Visa and American Express. We only accept Canadian credit cards.

 

Kérastase's website is encrypted and protected by Norton, guaranteeing that your details stay secure and private. Just the way they should be…
QUESTION
Shipping Confirmation
ANSWER
When you check out, we will send you an email to confirm your order.

Once your order has shipped, we'll send you another email to confirm shipment. The shipping tracking information will be included in this email so you can check the status of your order whenever you like.

If you have further questions about your order status, please contact us by email or by calling 1-866-537-3782 (Monday to Friday 9:00 am to 5:00 pm Eastern time).
QUESTION
SAMPLES AND PROMOTION CODES
ANSWER
Quantities of samples are limited and offer is subject to availability. Available samples may differ from original offering at any time based upon availability and this may not be reflected in advertisements. Only authorized purchases will be processed and shipped. We reserve the right to cancel any order due to unauthorized, altered, or ineligible use of the offer and to modify or cancel this promotion due to system errors or unforeseen problems. We reserve the right to substitute any free item offered with an item if equal or greater value. Offer cannot be combined with any other offer or promotion. Offer not applicable on gift sets unless stated otherwise. Cannot be applied to previous orders. Other conditions may apply. Offer is subject to change without notice.

Gift sets, samples, products with a price lower than $14 and limited editions are excluded from discounts unless otherwise stated.

The sign-up offer is valid for new email addresses only. An email with a promo code will be sent within 24 h upon registration.
QUESTION
Sales Tax
ANSWER
Kerastase is required by law to charge sales tax on orders shipped to all Canadian provinces.
QUESTION
Order History
ANSWER
What did I buy?

When you become a Kérastase Member, you can access your previous purchases on www.kerastase.ca using 'My Order History' and check out the details of the products you bought in each order.

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Shipping

QUESTION
Shipping Methods and Rates
ANSWER
Shipping is free for all orders of $75 or more (before tax) and will ship via Expedited Parcel.

Kerastase.ca ships via Canada Post to Canadian addresses only. Canada Post does not deliver on Saturday or Sunday and is not available for orders being shipped to APO/FPO.

Orders will be processed within 1-2 business days. Orders received by 8:00 am EST will be processed the same day. Orders received after 8:00 am EST will be processed on the next business day. Orders will be shipped Monday-Friday, excluding federal holidays within Canada. Packages do not require a signature upon delivery.

Canada Post - Expedited Parcel
$7.95 shipping cost if the order is less than $75 before tax. Above $75 your order qualifies for free shipping. Delivery between 2 to 5 days after the order date depending on geographic location. 

Canada Post - Xpress Post
$9.95 shipping cost regardless of $ amount of order. Delivery between 1 to 4 days after the order date depending on geographic location. 

Canada Post - Priority Courier
$14.95 shipping cost regardless of $ amount of order. Delivery between 1 day to 2 days after the order date depending on geographic location. 

 

QUESTION
Tracking Your Order
ANSWER
To track your order, please use the tracking number included in your shipping confirmation email.

This tracking number can also be accessed via the My Order History section for e-Club Kerastase members.

If you have questions about your order, please call us at 1-866-537-2782 (Monday to Friday 9:00 am to 5:00 pm Eastern time) or email us and we will be happy to assist you.
QUESTION
Modifying An Order
ANSWER
Unfortunately we are not able to cancel or modify orders once submitted. However, you may refuse the package at the door. As long as the package remains unopened, Canada Post should not charge to return the package to us. If your package was already delivered, you may request to return the unopened box to us at your local post office, free of charge. If the box has been opened and/or repackaged, you will need to pay return shipping. Please note we would not reimburse these shipping fees in that event.

To return an order, pack the item(s) to be returned, along with the return form in the original package if possible. Returned packages must be returned prepaid, by Canada Post with Expedited parcel, with signature, to:
L’Oréal Canada Return Department
3500 rue Douglas-B.-Floreani, Door 31-32
Saint-Laurent, QC, H4S 2B9

Refunds will be issued within 30 days in the form of credit to the credit card holder. You will receive an email when the credit is processed.
QUESTION
Hazardous Materials
ANSWER
Please note that due to Air Safety regulations, we cannot ship orders containing Hazardous Materials (sprays-alcohol) through the express or priority service. Orders containing hazardous materials will be shipped through Expedited Parcel service.

Take note that some remote areas can only be delivered by air. For these regions we will unfortunately be unable to ship orders containing Hazardous Materials (sprays-alcohol).

Thank you for your understanding.
QUESTION
Returns And Exchanges
ANSWER

If you are not completely satisfied with your Kérastase purchase we will be happy to accept a return within 30 days of delivery. Returns are not permitted after the allowable return period.
Please follow these steps:

UNOPENED AND UNUSED

1. Pack the items along with a copy of your invoice.

2. Returns must be prepaid; please note return shipping fees are not refundable. We suggest you return via Canada Post. Please return to:

Postal box 1266
Montreal, Quebec
H4L 4X1

The refund will be issued within 15 days of receiving your parcel. You will receive an email once the refund is completed.

OPENED OR USED
Please contact 1-800-526-2663 (menu option 2) Monday to Friday from 9AM to 5PM EST, or email contactkerastase@info-ccc.com it will be our pleasure to indicate how to proceed.
Need further assistance? Contact 1-800-526-2663 or email us contactkerastase@info-ccc.com

QUESTION
Problems with an order?
ANSWER
Any problems?

 Just contact us directly by email or call us on 1-866-537-2782 (Monday to Friday 9:00 am to 5:00 pm Eastern time).

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Member Kérastase

QUESTION
Member Benefits
ANSWER
Kérastase Membership offers a vast range of benefits, including:

- Save your favorite products in a Wish List
- Save your personalized Hair Diagnostic results
- Create ‘Your Profile’ for a quick check-out!
- Receive info on new products
- Receive Kérastase emailings for special offers

Join today!
QUESTION
How do I join Kérastase Membership
ANSWER
It's so easy!

It only takes a couple of clicks to become a Kérast Member. Just enter your details in the required fields, confirm, and that's it.

Why not join now and start enjoying the benefits of Kérastase Membership right away?
QUESTION
Forgot your password?
ANSWER
Forgot your password?

 

Please enter your email address and we'll send your password by email. Just check your inbox to get your reminder.
QUESTION
Edit My Account
ANSWER
Times change... so do your details!

 

Moving? New email address? Just use Edit My Account to fill in your new details, hit confirm and we'll update our records.
QUESTION
My Wish List
ANSWER
Keep track of your favorite Kérastase products!

When you become a Kérastase Member you can save a Wish List of your favorite products to come back and consult anytime.

Just sign in as a Member and use My Wish List to access your personal favorites. To reorder products from your list, click on Add to Cart and continue to Checkout.
QUESTION
My Order History
ANSWER
What did I buy?

When you become a Kérastase Member, you can access your previous purchases on www.kerastase.ca using My Order History and check out the details of the products you bought in each order.

To re-order the same products, just click on Add to Bag and continue to checkout.
QUESTION
My Diagnostic Results
ANSWER
Don't lose your Hair Diagnostic results - when you become a Kérastase Member, you can save the results of all the Diagnostics that you've completed. Your Account page gives you access to the results of the Diagnostics you have previously consulted.
QUESTION
Unsubscribe From e-mails
ANSWER
If you don't want to receive any more emails from Kérastase with details of our exclusive offers and selected promotions, just go to the page Edit my profile >> and opt out to for receiving emails from Kérastase.
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