Where do the products come from?
All of our products are shipped from our location in Brazil.

Who is responsible for import taxes?
For clients outside of Brazil, Import duties, taxes, and customs fees are not included in the shipping costs. For some countries in Europe, we offer the option to pay customs in advance at checkout (UPS Customs Paid), so we can cover any importing fees related to your purchase. In case you choose this option and get charged at the delivery, you can save the receipt and we'll immediately reimburse the customs charged. Otherwise, the purchaser is exclusively responsible for all taxes applicable to the delivery of the order, including sales tax, value added tax, customs and excise duties. Please note that we do not serve orders from United States. For order to be delivered in the US you need to access www.thekeratinstore.com 

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

How long will my order take to be delivered?
Most of our customers receive their packages in less than 5 days. You will receive the tracking information within 24 hours (excluding weekends and holidays) after placing your order. Usually, this will happen on the same day if it's before our closing time. The maximum expected delivery time is 10-15 days, depending on the destination country and delivery address. Please note that the delivery time may vary depending on the carrier's shipping practices, delivery location, method of delivery, and quantity of items ordered. Below is a typical delivery time for our customers:

Europe - 4 to 6 days
Middle East - 5 to 7 days
Asia and Oceania - 7 to 9 days
Africa - 7 to 10 days

Additional information:

  • 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 in your order is unavailable, we will ship the available part of the order, 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.

  • Your order may be delivered in separate shipments.

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