Frequently Asked Questions
Welcome to Kérastase Canada Frequently Asked Questions.
Check below to see if we have the answer to your question.
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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).
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.
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.
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.
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.
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.
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.
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
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 email@example.com it will be our pleasure to indicate how to proceed.
Need further assistance? Contact 1-800-526-2663 or email us firstname.lastname@example.org
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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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.
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.