Main content

Shipping, Deliveries and Returns

How can I monitor my order?
Your order will be dispatched by CNNB Trading on behalf of L’Oréal and shipped by Aramex. 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. You can then access Aramex website on www.aramex.com and enter your shipment number under “Track your shipment”.

How long does it take for my order to be delivered?
All shipped items are delivered within 0 to 3 working days in UAE excluding Sunday.

Dubai 0-1 days Abu Dhabi, Sharjah & Al Ain 0-2 days, Other cities 2-3 days.

Same day delivery for DXB, Sharjah and Abu Dhabi for all orders placed before 11:30am.

Kérastase will NOT deal or provide any services or products to any of OFAC (Office of Foreign Assets Control) sanctions countries in accordance with the law of UAE.

Multiple shipments may result in multiple postings to the cardholder’s monthly statement.

In case of order cancellation, refunds will be done only through the Original Mode of Payment.

REFUNDS & RETURNS POLICY

Damaged or Faulty Items
If you receive any products that are damaged or faulty, please contact us at [email protected] or connect with us via WhatsApp on +971526077595. Our customer service team will validate your order using Order Ref, Name and Contact details. To expedite your request and arrange a replacement, we recommend to please include a detailed description and photo of the product in question within 3 business days from receiving your delivery.

Incorrect Order Items
If you have received a wrong product , please contact us at [email protected] or connect with us via WhatsApp on +971526077595. To expedite your request, please include your order ref, name and contact along with detailed description and photo of the product in question within 3 business days from receiving your delivery.

REPORT A PROBLEM WITH YOUR ORDER

If your order is missing a product or you have any other concerns, please contact us at [email protected] or connect with us via WhatsApp on +971526077595. To expedite your request, please have your order confirmation reference available with you. We will do our best to accommodate your concerns as efficiently as possible.

EXCHANGES & REFUNDS

We do not offer exchanges or refunds simply for change of mind.

What if the order was paid then canceled?
In case of order cancellation, refunds will be done only through the Original Mode of Payment.

RETURN POLICY

We are happy to offer replacement for your purchase from us within 7 days from the delivery date (to the extent permitted at law) on faulty /damage and missing products. Faulty / Damaged Items must be in original and unused condition. We do not offer exchanges or refunds simply for change of mind. We offer replacements for products purchased from ae.kerastase.com. Kerastase products purchased in all other locations must be returned to their original point of purchase.

CHANGE OF MIND RETURNS

We do not offer exchanges or refunds for change of mind returns.
How to Initiate and complete Product replacement in case of Damage / Faulty items.

1. Confirm that you meet our return conditions
2. Contact our Customer Service team at [email protected] with the subject “My Order [order number]”or connect with us via Whatsapp on +971526077595
To expedite your request, please include the below details:

  • Order number
  • Address
  • Date of product purchase
  • Product(s) requested to be returned
  • Return reason
  • Product condition (unopened, unused)
3. Within 24 working hours, a customer service representative will get in contact with you.
A customer service representative will request that you provide a photo, and any other relevant details. For more information, please see section “Issue with your order”.
4. Your replacement order will be shipped to you within 2-4 business days, and you will be notified with an Airway bill to track your parcel

Orientation message
For the best experience, please turn your device