Customer Service

FAQ's

Our Response to Covid-19

Online Orders

Kérastase Canada, along with parent company L’Oréal Canada, is a manufacturer and distributor of hygiene and personal care products, as well as hand sanitizing (hydroalcoholic) gel. As such, we have been classified by government officials under the category of essential sanitary products.

As a complement to this authorization, the government is allowing online commerce to continue as it is the safest way for consumers to buy in the current context. As such, we continue to sell and distribute our products to consumers through this channel, via our own website, as well as retailer partners.

We have also put in place strict security and health protocols in all our facilities, including our manufacturing plant and warehouse, to ensure the safety of all. Our warehouse team currently processing online orders work in alternate shifts to practice social distancing guidelines, which may slightly affect shipping time.

Our number one priority remains the wellbeing of our employees and their families, our customers and our communities.

We appreciate your understanding and support during these difficult times.

Our solidary plan

As the effects of COVID-19 continue to disrupt communities around the world, we are proud to contribute to the fight against coronavirus in our hometown. We have shifted the production of our Montreal plant to include the manufacturing of hand sanitizing (hydroalcoholic) gel, which will be donated to hospitals such as the Centre Hospitalier de l’Université de Montréal (CHUM) and McGill University Health Center (MUHC) as well as other health and charitable organizations in need. This program aims to support healthcare professionals, who are on the front-line in the fight to curb the spread of COVID-19. It’s our way of thanking them for their hard work.

For more information on our solidary plan: http://www.newswire.ca/en/releases/archive/March2020/25/c2541.html


1. How will I know that my order was received?

An order confirmation will appear as the last step in your order process. Shortly after, you will receive an e-mail confirmation with an order number and summary of your order.

2. How can I review my orders?

Once you have placed an order, you can review its status at any time under My Account Profile. To review past order history, go to My Account Profile then Order History. This screen will display all orders you have placed with Kérastase and will include order numbers and confirmation dates.

3. How can I track my order?

Once an order has shipped, you will receive a shipment confirmation email containing your tracking information. You may also call Customer Service for assistance tracking your order.

4. Do you ship internationally?

Currently, Kérastase only ships within Canada. Shipments to international destinations is not available. In order to make purchases at Kérastase, you must have both a shipping address and credit card billing address within the Canada. In addition, the issuing bank must be based in the Canada.

5. What is your exchange and return policy?

If you are unsatisfied with a product, please contact our customer service at 1-866-537-2782 (Monday to Friday 9:00 am to 5:00 pm Eastern Time) and you may return it within 30 days of purchase with your original receipt. We recommend that you return all products unopened and in the same condition in which they were delivered via Canada Post Shipping and handling are not included in refunds.

Please send returns to:

L’Oréal Canada – Return Departement 3500 rue Douglas-B.-Floreani, Door 31-32 Saint-Laurent, QC H4S 2B9

6. I noticed Kérastase is sold at my local drugstore. Is this okay to buy?

Diverted products can be counterfeit, diluted formulas, or old, expired formulas that may not be safe to use. Contaminated or counterfeit products could cause irritation or even infection. If you buy our products in a supermarket, drugstore or any other outlet other than this website or a Kérastase Consultant Salon, we cannot guarantee that it is an authentic Kérastase product.

7. Can I purchase salon size products?

Salon size Kérastase products are for professional use in salon only and are not for retail sale.

Our Products

1. Does Kérastase test on animals?

We are happy to confirm that the L'Oréal group of companies, which includes Lancôme, Redken, Garnier, Ralph Lauren, Giorgio Armani, Biotherm, Kérastase, and Vichy, as well as L'Oréal, has carried out no animal testing since 1989 on the entire range of its products. This decision was undertaken within the framework of our fundamental objectives: to offer innovative products of high quality while ensuring their safety in use by our customers. For information about the significant efforts deployed by our laboratories over a period of 25 years to develop alternative methods to animal testing, as well as our very important achievements in this field, please consult our website at https://www.loreal.ca.

2. Are Kérastase products hypo-allergenic?

Kérastase does not test for or claim that our products are hypoallergenic. If you have a specific allergy, please contact us or the L'Oréal Consumer Affairs department at 1-866-537-2782 to determine if a product is suitable for use.

3. Are there any restrictions for using Kérastase products, for instance when pregnant or on medication?

There are no specific restrictions for using our products. However, you should always consult your doctor for questions or concerns.

Choosing the Right Products

1. How do I find products on your site?

You can search for items on Kérastase in the following ways:

  • - By brand, listed on the upper toolbar and left navigation "Shop Products"
  • - By category, listed in a menu on the bottom right-hand side of the Shop Products screen ("Cleanse & Shampoo, "Treat & Condition", "Protect & Style")
  • - By browsing the "Shop Products," which can be found on the upper toolbar
  • - By entering a keyword in the "Search" box found on the upper right toolbar. This will take you a generated list of related products. The quickest way to find your desired line of products or a complete regimen is by using our Shop Products option. There, you may view all our lines as well as categories and choose the one that you are looking for.

2. How can I get advice on which Kérastase products are most suited to my hair?

For the most accurate recommendation of which products are most suited to your hair type, we recommend visiting a Kérastase Consultant Stylist. All are professionally trained on the diagnosis of the hair and scalp and can advise you on which Kérastase products most meet your needs. For the Kérastase Consultant Salon nearest you, please refer to our Salon Locator.

My Kérastase

1. How do I register and sign in?

Registering on the site not only allows you to shop on the Kérastase website, but also enables you to use our personalized features such as favorites and exclusive offers. Registered customers may also opt to be part of our Kérastase mailing list. Returning customers who have already completed the registration process, simply sign-in to access their existing account. You may access the registration / sign-in screen by clicking My Kérastase from the top navigation.

Luxury Hair Care, Now Within Reach

What is your three step regimen and why is it necessary?

Our prescribed three step regimen of cleanse, treat, prime is the professional secret for enhancing the condition and overall look of your hair in between salon visits. It starts with a professional hair diagnosis to discover your personalized routine. Then, you are only three steps away from amazing hair.

  • Cleanse: every salon quality style starts with the right shampoo. Replenish, reset and refresh your hair with our iconic Bains.
  • Treat: show your strands some love with our conditioners and hair masks for envy-inducing softness and shine.
  • Prime: build the perfect foundation for any style with our best-selling heat protectants, leave-in conditioners, thickening products, frizz fighters and more.

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