Delivery & Return
Delivery
Typically, we deliver your order within 24h so you may expect a shipping confirmation email within that time frame!
We have warehouses in Germany, orders are dispatched from our German based warehouse.
Below are the standard delivery times:
Germany 2 - 3 business days
EU 3 - 7 business days
Outside EU 7 - 10 business days
At Kerah, we strive to provide our customers with the best shopping experience possible. As an ecommerce store that sells hair care products, we want to ensure that you are well-informed about any potential duties or import charges that may apply to your order.
EU Orders: If you are placing an order within the European Union (EU), we are pleased to inform you that all EU orders are fulfilled by our Germany-based warehouse. This means that no VAT charges will be applied to your purchase. We want to make your shopping experience as seamless as possible, and by fulfilling orders within the EU, we can ensure that you receive your products without any additional charges.
Orders Shipped Outside of EU: For orders that are shipped outside of the EU, it's important to note that there may be applicable duties, tariffs, or other fees imposed by your country's customs authorities. These charges are determined by the customs policies of your specific country and are beyond our control.
Customer Responsibility: At Kerah, we want to be transparent about our responsibilities and yours as a customer. Please understand that we are not responsible for any duties or other import fees that may be incurred. These charges are the sole responsibility of the customer.
Stay Informed: We encourage you to familiarize yourself with your country's customs policies and regulations to understand any potential charges that may apply to your order. By staying informed, you can avoid any surprises and ensure a smooth delivery process.
Our Commitment: We are committed to providing you with high-quality hair care products and exceptional customer service. If you have any questions or concerns regarding duties or import charges, please don't hesitate to reach out to our customer support team. We are here to assist you and provide the necessary information to make your shopping experience hassle-free.
Thank you for choosing Kerah. We appreciate your business and look forward to serving you with our revolutionary hair care products.
Shipping Agreement
Kerah is not responsible for lost or stolen packages after the order has been dispatched and the tracking number provided. Kerah will not replace or refund an order if the package is missing. If the package shows delivered, but a package has not been collected, please contact your shipping carrier to conduct a lost package search or to take advantage of any available shipping insurance they may offer. Please note that we do not provide shipping insurance. Once tracking is received, it is between the shipping company and the customer to ensure the goods arrive safely.
Address Changes
If you wish to change your shipping address after making an order, please contact us as soon as possible so that we can assist you. If the order hasn’t yet been processed we can change the address.
Return
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
You'll also need the receipt or proof of purchase. To start a return, you can contact us at info@kerahbeauty.com.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package.
Items sent back to us without first requesting a return will not be accepted. Please note that if your country of residence is not Germany, shipping your goods may take longer than expected.
You can always contact us for any return questions at info@kerahbeauty.com. Damages and Issues Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right. Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases.
Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards. Exchanges The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase fothe new item. European Union 3 day cooling off period Notwithstanding the above, if merchandise is being shipped into the European Union, you have the right to cancel or return your order within 3days for any reason and without justification.
As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Refunds We will notify you once we’ve received and inspected your return to let you know if the refund was approved or not.
If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@kerahbeauty.com.