Customer Service Policy

At kerastaseusmall, our customer service is rooted in the same luxury and attention to detail that defines Kérastase itself. We are committed to delivering exceptional, personalized support that reflects our brand’s promise of quality and results, ensuring that every interaction with our team is as sophisticated and satisfying as using Kérastase’s luxury hair care products. Our goal is to assist you with any questions, concerns, or requests, and to make your experience with kerastaseusmall as seamless and enjoyable as possible—from browsing our collection to receiving your order and beyond.
The primary way to reach our dedicated customer service team is via our exclusive email: support@kerastaseusmall.com. We have chosen email as our main support channel to ensure that we can provide detailed, thoughtful responses that match the luxury of Kérastase, and to make it easy for you to reach us at your convenience—no matter where you are in the world. Our team of knowledgeable, friendly representatives is well-versed in all things Kérastase, and we strive to respond to all emails within 24 to 48 business hours. For urgent matters—such as damaged products, missing items, or concerns about your order—we prioritize quick resolution to minimize any inconvenience and ensure your complete satisfaction.
Our customer service team undergoes extensive training to master the intricacies of Kérastase’s product line, including its active ingredients, range-specific benefits, and usage instructions. They are experts in all Kérastase collections, from Specifique for scalp health to Curl Manifesto for curly and coily hair, and can help you choose the perfect products for your hair type and concerns. Whether you need guidance on selecting a product to address dryness, want to learn more about the science behind Kérastase’s active ingredients, need assistance tracking your order, or have feedback about your experience, our team has the expertise to provide personalized, helpful support. We understand that luxury hair care is an investment, and we want to ensure that you feel confident in every purchase.
We value your feedback—positive or negative—as it helps us refine our service and ensure that we continue to uphold the high standards of Kérastase. Every email, comment, and suggestion we receive is reviewed carefully by our team, and we use it to improve our website, our product selection, and our customer support. If you are not satisfied with a product or your interaction with our team, please let us know via support@kerastaseusmall.com, and we will go above and beyond to make it right. We believe in building long-lasting relationships with our customers, and we treat every person with the respect, care, and attention to detail that they deserve.
At kerastaseusmall, customer service is more than a policy—it’s a commitment to excellence. We are dedicated to supporting you on your hair care journey, ensuring that you get the most out of your Kérastase products and experience the visible results the brand is known for. Whether you’re a first-time Kérastase user or a loyal fan, we are here to assist you every step of the way. Your satisfaction is our greatest reward, and we will always strive to exceed your expectations with the same luxury and care that defines Kérastase.