Where do the products come from?
At international website (www.thekeratinstore.com) the products are shipped from Brazil to Worldwide. If you want the products to be shipped from Europe, you can buy from our European website: https://www.thekeratinstore.eu  

Who is responsible for import taxes?
Import duties, taxes, and customs fees are not included in the item price nor the shipping costs. You, the purchaser, are exclusively responsible for all taxes applicable to the delivery of the order, including sales tax, value added tax, customs and excise duties. 

What should I do if product arrived damaged? 
If there is any damage to the items that you ordered on delivery, you must contact us within 5 days. Please refer to Return and Refund page for instructions.

What kind of delivery service do you offer?
We offer FAST SHIPPING to all our customers, choosing DHL/TNT/UPS or FEDEX, providing tracking number and registry parcels. That’s our way of offering a great delivery service worldwide.

How long will my order take to be delivered?
Most of the countries receive their packages in FEWER THAN 6 days. You will receive the tracking information within 24 hours (excluding weekends and holidays) after you place the order . Usually in the same day if it’s before the post office closing time. The expected delivery time is between 5 and 10 days, depending on the destination country and delivery address. Here is a typical delivery time for:

USA and Canada - 5 days

Europe - 5 days
Middle East - 6 days
Asia and Oceania - 6 days
South America - 6 days
Africa - 7 days
Spain - 12 days

Remarks:

  • All orders are processed and shipped on business days only, Monday through Friday, excluding holidays. Orders placed on Saturday and Sunday will be processed on the next business day;

  • All orders are subject to product availability. If an item on your order is unavailable, we will ship part of the order that is available and when the missing item becomes available, we will ship the remainder of it;

  • Shipping costs for your order are non-refundable and are based on the weight of the items purchased and your location;

  • The delivery date of your order may vary due to carrier shipping practices, delivery location, method of delivery and quantity of items ordered, and your order may be delivered in separate shipments;

  • Additional shipping charges may apply depending on your location and the size of your order.