FAQ

HOW DO I CHANGE OR CANCEL MY ORDER? 

After your order has been placed, you have 24 hours to contact our customer service team and request order modifications or a cancellation. After 24 hours, your order has already been placed in production and can no longer be modified.

 

WHAT IF I RECEIVED A DAMAGED/INCORRECT ORDER?

We are doing our best to ensure product quality and order accuracy. However, just in case you receive a damaged or incorrect product, we guarantee a 100% satisfaction to all of our customers by offering a free replacement.

All we need is your order number and a clear photo showing either the incorrect item or the damaged area of the item. Please email us at freshkeratin@gmail.com and one of our helpful support staff will help you with a replacement.

 

WHAT ARE THE PAYMENT METHODS ACCEPTED? 

We accept all major credit cards (VISA, Mastercard) and PayPal payments.

 

HOW SECURE IS MY ONLINE ORDER? 

When purchasing online using your credit card, all of your pieces of information is entered into an SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. Your credit card information is not stored on our server.

 

HOW LONG DOES SHIPPING TAKE

Your product will usually arrive in 2-4 weeks. In some rare cases, delivery might take 5 weeks. Delivery time depends on where you are ordering the product from, and where you are located.

Note that we are constantly working our hardest to get you the product as fast as possible. If not received within that time frame, please email us atfreshkeratin@gmail.com

If your order is more than one product, it might arrive in different packages.

 

WHERE DO YOU SHIP FROM?

We ship from different factories all around the world. So, please expect your items to be shipped separately if you order more than one item.

 

DO YOU ACCEPT ORDERS PLACED OVERSEAS?

 We sure do! We proudly ship worldwide.

 

I ENTERED MY ADDRESS WRONG! CAN YOU PLEASE CHANGE IT?

Yes! If you contact us within 24 hours, we can change your order once you provide us the correct address. Otherwise we do not accept responsibility for wrong addresses.

 

HOW LONG IS THE RETURNS PROCESS?

Processing returns may take up to 5 business days from the day we receive your return. We will email you to confirm once your return has been processed.

For more details please see our returns policy or contact us at freshkeratin@gmail.com

 

WHEN WILL I RECEIVE MY REFUND?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 5-7 business days of receipt of the returned item or cancellation request.