FAQ & Site Info

All goods sold by Keratina Store are 100% genuine and in the original manufacturer’s packaging (unless explicitly stated in the product listing).

If you have an account you can login in to see the status of your order. You will receive an email confimation to the email address provided, upon placing your order successfully. Your order will be dispatched within 2-3 working day* and you will receive an email confirmation to the email address provided. You will be provided with a tracking number when your order is dispatched. We send all orders through FedEx, you can track your orders here: FedEx – https://www.fedex.com/en-br/tracking.html

We will notify you by email when your order is dispatched, we can confirm all orders have left our building and proof of postage can be supplied. Please visit our delivery policy page for estimated delivery times, these times are indicative and subject to availability, payment authorisation, verification and processing. If your tracking number indicates that your order has been delivered and you haven’t received your order, you should: Check if someone else at your address has accepted it. Look around the delivery location. Your parcel may have been left with a neighbour or in a safe place like a porch or garage. Look for a notification of attempted delivery. You may find an attempted delivery notice in your letter box or on your door. Follow the instructions on that notice to request redelivery or to arrange collection of the parcel. Contact the carrier if there’s still no sign of the parcel. If you are still unable to locate the parcel please contact us and we will be able to raise a claim against the carrier. Keratina Store must be notified in writing of any missing orders within 14 calendar days from the date of dispatch of dispatch for FedEx. Upon notification of a missing parcel we will raise an investigation with the carrier, this process normally takes 72hrs and pending the outcome of the initial investigation we then may be able to process your claim or have to raise the claim further with the carrier. If we have to raise the claim further with FedEx, it can take up to 30 days.

FedEx Standard Delivery 5-14 Working Days* starting from the date of dispatch. *working days do not include Saturday, Sunday or official holidays

If you wish to cancel your order please notify Keratina Store by email at [email protected] within 1 hour of making your order. Please include the following details: Your Name Your Order Number Reason for cancellation Payment Method The refund will be applied directly to your debit/credit card or paypal account.

We only purchase the best products at the best prices, this enables us to offer you the best products at the best prices. This unfortunately means products will go out of stock from time to time, but don’t worry our purchasing team is hard at work trying to source the products. Unfortunately we are unable to give you an exact date for when products will come back into to stock. If you are desperate for your next order or have a special request don’t hesitate to contact us at [email protected].