FAQWe have put safeguards into place to protect our distribution center employees. As a result, delivery times are longer than normal.
Have a question? Check here first, as we are constantly updating our Klorane Frequently Asked Questions section. If you cannot find what you are looking for please contact us
Have questions about shipping or returns?shipping faq
Q: Why can't I find a Klorane product in the U.S. that I have purchased abroad?
Klorane is a French beauty brand with a wide catalog of products including hair care, eye care, body care, sun care and baby care. Only a select assortment of hair and eye care products are sold and available in the U.S.
Q: I'm a retailer and would like to know how I can purchase Klorane products for my store?
To discuss becoming an authorized retailer, please fill out our contact us form and choose Become an Authorized Retailer in the subject line options. We will contact you as soon as we can and look forward to learning more about your business and how we can work together.
Q: Where can I purchase your products?
Klorane products are sold throughout the US. Use our store locator to find participating retailers in your area. If you don't see any retailers in the search results, please expand the distance you are searching.
Q: Does Klorane test on animals?
Klorane does not perform animal testing on any of our products. Since September, 2004, animal testing on cosmetic final products has been forbidden in Europe, whereas animal testing is permitted in the U.S. In addition, it is forbidden to market cosmetic products which were previously tested on animals in Europe. Pierre Fabre, the parent company of Klorane, is dedicated to developing alternative methods to animal testing. Our final product's tolerance and effectiveness are evaluated in-vitro (laboratories) and in-vivo (on volunteer individuals).
Are your products safe to use while pregnant or breastfeeding?
We recommend consulting with your physician on specific ingredient and product questions during pregnancy/nursing.
Q: How do I unsubscribe from Klorane emails?
Log into your account and you can opt out of receiving emails there.
Also, on every Klorane email, other than communications about your order, you will find a link to unsubscribe in the email footer.
Q: How do you use Klorane Dry Shampoo to clean hair without water?
1. Shake can well before use and in between sprays. 2. Spray roots evenly holding can 10 inches from head. Do not spray on hair lengths - it is meant for the scalp and roots. 3. Leave product in for 2 minutes to allow it to soak up oil. 4. Brush hair thoroughly until the powder is removed. 5. Style as desired!
Visit the Dry Shampoo section for more useful product information.
Q: What is the shelf life of Klorane products?
Q: How long will my product stay fresh once opened?
Each product has an icon on it (which looks like an open jar) with the number of months the product stays fresh once opened.
Q: Are your products safe for color treated hair?
The Klorane Pomegranate range is specifically formulated and clinically proven to extend the life of your color by 2X. Our Dry Shampoos can also be used to extend the life of your color. In addition all of our shampoos are SLS free and are safe to use on color-treated hair.
Product Related Shipping & General Information
Have a question? Check here first, as we are constantly updating our Klorane Frequently Asked Questions section.
If you cannot find what you are looking for please contact us
Q: How do I qualify for free shipping?
Orders $40 and over (excluding taxes) qualify for free ground shipping. For shipments under $40, there is a standard ground delivery fee of $6.00. Please see our shipping and handling information page for more details on shipping rates.
Do you ship to PO Boxes?
Since our order are shipped via UPS Ground delivery, we cannot ship to PO Boxes.
Q: Do you ship internationally?
Products from the website are sold only in the U.S. 50 States and cannot be shipped internationally.
Q: What shipping options are available?
We offer regular ground shipping (shipping time is 5-7 business days), 2-day shipping and overnight shipping. Orders received on Monday through Friday by 1 p.m. EST are shipped the same day. All other orders will be shipped the next business day.
Average Ground Shipping Timeframes
$300 and above
Q: Can you ship dry shampoo or hairspray by overnight or 2-day delivery?
Certain items considered hazardous materials include aerosols and alcohol-based products (e.g., pressurized spray cans, hairspray, etc.) are restricted and required by the U.S. Department of Transportation to be shipped by ground-only transport, due to air transport restrictions and regulations. If an order contains one of the following products, the entire shipment will ship by ground. Additionally, these products cannot be shipped at all to Alaska and Hawaii. KL products to which this applies:
- Klorane dry shampoo with oat milk (except eco-friendly version)
- Klorane dry shampoo with nettle
- Klorane tinted dry shampoo
- Klorane mango oil spray
Q: How can I track my shipment?
You will receive a shipment confirmation email when your order has shipped. To track the order, you may click on the tracking number in the email to learn the status of the shipment.
Q: Do you ship to APO/FPO/DPO military addresses?
We do not ship to APO/FPO/DPO Military Addresses at this time.
Q: I forgot my password. How do I log in?
If you have forgotten your password, please click on "Forgot Your Password?" below Sign In. You will be asked for your login email address to reset your password.
Q: Do you have a points program?
We will be launching a loyalty program in the future.
Q: How can I find my Order Status/Order History?
You can find the status of a particular order and view your order history on the order status tracking page after logging in to your account.
- Returns and Credits
Q: How do I return something?
Within 60 days of receiving your shipment, you may return the product for an exchange or refund (please read certain exclusions below). If your product(s) received was damaged or incorrect, please contact Customer Service at 1-844-311-5500 for further assistance on returning the product(s).
Click here to initiate a return.
STACI Distribution Center 1
Pierre Fabre Returns
100 Industrial Drive, Unit 100
Jersey City - NJ 07305
Q: Will I need to pay for return shipping?
If the item(s) was received damaged or incorrect from your original order, we will provide a prepaid label for returns. All other situations, you will be responsible for return shipping costs.
Q: Do I need preauthorization to return something?
No you do not but you have to use the lower portion of the packing list for your return.
Q: How soon will my credit card be credited for the return?
We process refunds within 14 days of receipt of the return shipment.
- Out of Stock/Inventory
Q: How will I know if an order is Out of Stock?
If an item is out of stock, it will state this on the product detail page. If you try to order more than what is available in inventory, you will get a message which states that the product is out of stock.
Q: Can I backorder an Out of Stock item?
At this time, you are not able to add Out of Stock items to your cart.
Q: How do I know when an item will be restocked online?
If the products states it is Out of Stock, you may enter your email address to receive an email alert when product becomes available.
- Gift Cards
Q: Do you offer gift cards?
Currently, we do not offer gift cards, but will be adding this option in the near future. Please check back on the site soon.
- Ordering/Credit Card Issues
Q: My credit card information is not being accepted. Help.
If you receive an error message related to credit card authorization failure, double check that the billing address on the credit card matches your account billing address, try re-entering your CVN or security code, and be sure that the card is current and valid. After validating the information you've entered and an error message is received a second attempt, call Customer Service at 1-844-311-5500 for assistance.
Q: I am having trouble placing my order. Help.
Please call Customer Service 1-844-311-5500during the hours of 9am-5:00pm EST, Monday - Friday (Excluding Holidays) for assistance.
- Sales Tax
Q: Which states charge sales tax?
A company that is selling goods over the internet and that has a presence in the state of delivery is required to collect sales tax on all taxable items regardless of method of order placement. We are required by law to collect state sales tax on orders being shipped to the following states - Alaska, Arkansas, California, Colorado, Connecticut, DC, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nebraska, Nevada, New Jersey, New York, North Carolina, Ohio, Pennsylvania, Rhode Island, Virginia, Washington, Wisconsin. Sales tax will be assessed on the total purchase, including shipping and handling charges. If you have other questions regarding sales tax, please feel free to EMAIL US.
- Customer Service
Q: Can you help me select the right product(s) for my needs?
We're happy to help! Please call Customer Service 1-844-311-5500 during the hours of 8:30am-5:00pm EST, Monday - Friday (Excluding Holidays) for assistance.