Frequently Asked Questions

Orders

• 01

  What are the shipping costs?

  Shipping is free on all orders $65 and higher, after discounts and before shipping and taxes are added. Under $65, shipping will be the standard UPS rate for transit to your area. Shipping is by UPS ground, unless you select an expedited shipping method at checkout.

• 02

  What is the difference between Order processing times and Expedited shipping times?

  Order processing times are separate and do not apply to the expedited shipping times. Order processing is the time it takes for Keune to receive, pick, pack, and label an order before handing it to UPS. Expedited shipping time(s) start once the order has been processed by the warehouse and is picked up by UPS. We will attempt to ship accepted orders within 3-4 business days.

• 03

  Can I also purchase a product by phone or mail?

  Purchasing Keune Haircosmetics products is only available through our online store.

• 04

  Can I purchase and have items shipped outside of the United States?

  Unfortunately, orders can only be purchased and shipped to the United States at this time. Please go to Keune.com and select your location to order outside of the United States.

• 05

  How can I pay for my order?

  We accept all major credit cards, as well as Paypal.

• 06

  I got an error while paying

  We advise you to contact our customer service directly. Make sure you take a screenshot of the error message so we can quickly identify the problem.

• 07

  I did not receive a confirmation email for my order. What do I do?

  You can track your order using the tracking number included in the confirmation email. If you have further questions or concerns on your order, please reach out to Customer Service at customerservice@keune.com.

• 08

  I have not received my order.

  You can track your order using the tracking number included in the confirmation email. If you have further questions or concerns on your order, please reach out to Customer Service at customerservice@keune.com.

• 09

  I received an incorrect product or a product I ordered is not in my delivery.

  We are so sorry about this! It is certainly not our intention. Please contact our Customer Service Department within 3 days of delivery and we will make every effort to correct this issue.

  Please be sure to include your name, order number, address and phone number and let us know which product was missing or received in error.

• 10

  My package is damaged or missing. What now?

  Could you please email us a photo of the damage as soon as possible (on the same day) or report your package as missing? Don't forget to include your order number. We'll get back to you as soon as possible.

• 11

  How can I return my order?

  You can return your order within 30 days of order delivery. You are responsible for the cost of the return. Returns are subject to our return/refund policy (in the footer).

• 12

  How long does it take to get my money back after making a return?

  After our warehouse receives and processes your return, you will receive your money back on the original form of payment within 7-10 business days. Shipping and delivery fees will not be refunded.

• 13

  How can I cancel an order?

  Sorry to hear you want to cancel your order. Please contact our customer service team if you have questions.