Answers to common order and product questions
An order confirmation will appear as the last step in your order process. Shortly after, you will receive an order acknowledgement email confirming receipt of your order. Within 24 hours you will receive an order confirmation email detailing the order number and summary of your order.
You may view your order history by signing into your account and selecting order history from the left hand selection bar. If you have checked out as a guest you will not be able to review your order history.
Currently, Pureology ships to the contiguous 48 Unites States, plus Alaska and Hawaii as well as U.S. Territories (such as Puerto Rico and Guam). Shipments to international destinations is not available. In order to make purchases at Pureology, you must have both a shipping address and credit card billing address within the United States. In addition, the issuing bank must be based in the United States.
If you are unsatisfied with a product, you may return it within 30 days of purchase with your original receipt. We cannot accept returns on overly used products. Shipping and handling are not included in refunds.
We’re sorry if we’ve made a mistake processing your return. If you were expecting a refund and were not refunded the full amount, it may be because we do not refund delivery, shipping, and handling costs. For more help call us at 1-888-556-9021 or send us an email.
We are happy to confirm that the L’Oréal group of companies, which includes Lancôme, Redken, Garnier, Ralph Lauren, Giorgio Armani, Biotherm, Kérastase, and Vichy, as well as L’Oréal, has carried out no animal testing since 1989 on the entire range of its products. This decision was undertaken within the framework of our fundamental objectives: to offer innovative products of high quality while ensuring their safety in use by our customers. For information about the significant efforts deployed by our laboratories over a period of 25 years to develop alternative methods to animal testing, as well as our very important achievements in this field, please consult our website at http://www.lorealusa.com.
There are no specific restrictions for using our products. However, you should always consult your doctor for questions or concerns.
Pureology does not test for or claim that our products are hypoallergenic. If you have a specific allergy, please contact us or the L’Oréal consumer affairs department at 1-800-503-3997 to determine if a product is suitable for use.
Please check your spam or junk folder. If it’s not there, mail from Pureology might be blocked. To unblock, please find a previous issue’s email, unsubscribe from the footer and then re-subscribe. To ensure delivery, please add firstname.lastname@example.org to your contacts. In case the issue lands in your spam folder or junk folder, you will need to find it and mark that it is “not spam.” If you are a Gmail user, check your “promotions” tab. Gmail has updated its inbox layout and your Pureology email may be landing there—to move it to your main inbox, simply drag the message from the "promotions" tab.
You can unsubscribe by using the link at the bottom of the email.
You do not need an account to buy from Pureology, however it’s free to set one up and makes the check-out process faster. When you sign up you are able to:
- VIP access to exclusive sales
- Be the first to know about new products
- Easy, fast checkout
Your account is billed once your order is shipped and only for what has shipped.
To reset your password, follow the “forgot password” instructions on the accounts log-in page. Please note that for security reasons we are unable to send your old password via email. You may also send us an email.
Pureology is based in the USA and our hours are Monday-Friday 9am to 6pm EST. We aim to respond to all inquiries within 2 business days, so hold tight—we’ll get back to you.
We currently accept all major US credit cards which include: Visa, MasterCard, American Express, Discover, or debit cards with the Visa/MasterCard logo. We do not accept personal checks and money orders, or international forms of payment including non-US credit cards.
Our products have been tested to have at least a 3-year shelf life if unopened and stored at normal room temperature, during which they will retain their integrity and perform as expected. If your product looks and smells the way it normally does, it is good to use.