FAQ

1. HOW WILL I KNOW THAT MY ORDER WAS RECEIVED?

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.

2. HOW CAN I REVIEW MY ORDERS?

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.

3. HOW CAN I TRACK MY ORDER

Once an order has shipped, you will receive a shipment confirmation email containing your tracking information. For more help call us at 1-888-556-9021 or send us an email.

4. DO YOU SHIP INTERNATIONALLY?

Currently, Pureology ships to the contiguous 48 U.S. 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.

5. WHAT IS YOUR RETURN POLICY?

If you are unsatisfied with a product, you may exchange or 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.

Please send returns to:
Return address:
L’Oreal USA
6600 Jefferson Metro Parkway
McCalla, AL, 35111

6. MY RETURN HAS BEEN INCORRECTLY REFUNDED, HOW SHOULD I PROCEED?

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.

7. CAN I PURCHASE SALON SIZE PRODUCTS?

Salon size products are for professional use in salon only and are not for retail sale.

8. DOES L’OREAL TEST ON ANIMALS?

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.

9. ARE THERE ANY RESTRICTIONS WHEN USING PUREOLOGY PRODUCTS, FOR INSTANCE WHEN PREGNANT OR ON MEDICATION?

There are no specific restrictions for using our products. However, you should always consult your doctor for questions or concerns.

10. ARE PUREOLOGY PRODUCTS HYPOALLERGENIC?

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.

11. CAN I RECEIVE TRIAL SAMPLES?

Yes, as a registered Pureology member we offer up to 5 complimentary samples at checkout, depending upon availability. Non-registered customer receive 3 complimentary samples at checkout. To determine the in-salon ritual and at-home regimen best suited for your hair, please visit a Pureology Consultant Salon. For the Pureology Consultant Salon nearest you, please refer to our Salon Finder.

12. HOW DO I REGISTER AND SIGN-IN?

Registering on the site not only allows you to shop on Pureology website, but also enables you to use our personalized features such as favorites and exclusive offers. Registered customers may also opt to be part of our Pureology mailing list. Returning customers who have already completed the registration process, simply sign-in to access their existing account.

13. DOES PUREOLOGY PRICE MATCH?

Pureology does not price match but we do offer free shipping and complimentary samples.

14. WHY AM I NOT RECEIVING MY NEWSLETTERS?

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 resubscribe. To ensure delivery, please add noreply@news.pureology.com 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 goop email may be landing there—to move it to your main inbox, simply drag the message from Promotions.

15. HOW DO I UNSUBSCRIBE FROM PUREOLOGY?

You can unsubscribe by using the link at the bottom of the email.

16. DO I NEED AN ACCOUNT TO SHOP ON PUREOLOGY?

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:

  • Bonus free samples
  • Auto-replenishment (shipped for free!)
  • VIP access to exclusive events
  • Be the first to know about new products
  • Easy, fast checkout

If you check out as a guest, all order confirmations and updates will be sent via email, and you will not be able to keep track of this information through the site.

17. WHEN WILL MY ACCOUNT BE BILLED?

Your account is billed once your order is shipped and only for what has shipped.

18. HOW DO I CREATE AN ACCOUNT?

Go to Register, provide the requested information, and you're ready to go.

19. WHAT DO I DO IF I FORGOT MY PASSWORD?

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 contact send us an email.

20. WHEN SHOULD I EXPECT A RESPONSE FROM CUSTOMER CARE?

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.

21. WHAT IS THE SHELF LIFE OF A PRODUCT?

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.