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    The Keratin Company
    • Unit 7, Nathan Way Business Park 82 - 100, London – SE28 0AB
    • mon-fri / 9am-6pm

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      Frequently Asked Questions

      Privacy Policy

      This privacy policy sets out the principles that The Keratin Company LTD including each of its businesses, brands and divisions (“The Keratin Company,“we”, “us”), will follow in the management of your personal information.

      Your “personal information” is any information or opinion about you, or from which you are reasonably identifiable.

      We may amend this privacy policy at any time and for any reason.

      The updated version will be available at www.keratinandcare.com we may highlight changes to this policy on our websites, but you should check this policy regularly for changes.

      We do not store credit card details nor do we share customer details with any 3rd parties.


      The Keratin Company LTD is committed to protecting the privacy of individuals and is bound by the Privacy Principles set out in the Data Protection Act 1998.

      The Keratin Company LTD will only collect, use or disclose personal information in accordance with the Act and this Privacy policy. A copy of the Act, the Privacy Principles and guidance from the Office of the UK Information
      Commissioner are available from the website of the Office of the UK Information Commissioner (at http://ico.org.uk/).


      The Keratin Company LTD will, from time to time, collect personal information in the course of its business.

      We may use your personal information for the following purposes:

      The purpose for which it was collected (and related purposes which would be reasonably expected by you);

      Purposes to which you have consented;

      As otherwise authorised or required by law.

      Generally, we will only use the personal information that we collect about you for purposes connected with our business operations. These purposes may include;

      Verifying your identity;

      Contacting you (including via electronic messaging such as SMS and email, by mail, by phone or in any other lawful manner);

      Providing goods or services to you or receiving goods or services from you;

      Addressing any issues, problems or complaints that we or you have regarding our relationship;

      Developing and improving our products, services and business.

      The types of personal informationThe Keratin Company LTD collects and the purposes for which that personal information is used will depend on the circumstances.

      Some examples of the types of information that The Keratin Company LTD ordinarily collects in certain situations and how it is ordinarily used are set out below.


      In general, The Keratin Company LTD collects the following types of personal information about consumers: name, contact information (Including postal and e-mail address and telephone numbers), gender, age and date of birth, product preferences, purchasing histories, credit card details and other information relating to a consumers’ dealings with us. We generally use this personal information to assist in the supply of products and services, for promotional purposes and for our internal administrative purposes.

      The Keratin Company LTD collects personal information from consumers in a number of different ways including directly from a consumer when they provide it to us (or our agents or contractors) including when a consumer:

      • visits our websites or counters;
      • acquires or uses our products;
      • enters a competition or promotion;
      •  responds to a survey;
      • joins one of our clubs or mailing lists;
      • Otherwise contacts us.

      We may also generate personal information about consumers from information that we have.

      For example, by analyzing our records of a consumer’s use of our products or services or the consumer’s previous dealings with us.

      We may also collect personal information about consumers from publically available resources or (in circumstances where it is unreasonable or impractical to obtain it from the consumer directly) from third parties.

      Applicants for employment

      The Keratin Company LTD collects a range of personal information about applicants for employment such as name, contact information (Including postal and e-mail address and telephone numbers), employment and training history and any other information included as part of an application, resume or curriculum vitae.

      We may also obtain personal information from psychological or aptitude tests and from referees.

      We use all of that information only to assess a person’s suitability for available employment positions. This information is collected when you submit an application for employment.


      The personal informationThe Keratin Company LTD collects about suppliers, purchasers or contractors who are individuals generally includes name, contact information (including postal and e-mail addresses and telephone numbers), payment and banking details.

      We use that information for our transactions with such persons, our internal administrative purposes related to our relationship with that person as a supplier, purchaser or contractor and in building and managing our commercial relationships.

      This information is collected when a supplier, purchaser or contractor contacts us, responds to a request for services, or otherwise offers to supply us with goods or services.

      When you use our websites, The Keratin Company LTD may also collect “clickstream” information (such as which areas of our websites you have accessed, the time and date of access, the type of browser software used, your IP address and the previous website that you linked to our website from).

      We may also collect “cookie” information (such as user preferences relating to your use of the web site).

      This information is used for a number of purposes including to customize and improve The Keratin Company LTD websites.

      You can adjust your internet setting to disable “cookies”, however certain aspects of our websites may require this information to function and may not be available or perform optimally if this information is not collected.

      The Act defines some types of personal information as “sensitive information”.

      Personal information about a person’s racial or ethnic origin, political opinions or memberships, religious or philosophical beliefs or affiliations, professional or trade association or union memberships, sexual orientation or practices, criminal record or health (including genetic and biometric information) is considered sensitive information.

      The Keratin Company LTD does not generally collect sensitive information about individuals.

      If you provide sensitive information to us for any reason (for example if you provide us with health information such as information about allergies or skin conditions) you consent to us collecting, using and disclosing that information for the purpose for which you disclosed it and as permitted by the Act.

      We will handle any sensitive information that we receive in accordance with this.


      We may disclose or provide access to your personal information to third parties in connection with the purposes described in section 2 of this policy.

      We may disclose your personal information:

      To third party contractors appointed by The Keratin Company LTD to perform services for us or on our behalf (such as marketing agencies, customer service organizations, parties who provide credit card processing services and website and data hosting providers);

      • To our related companies;
      • To our professional advisors, accountants, insurers lawyers and auditors on a confidential basis;
      • In the unlikely event that we, or any of our assets, are or may be acquired by a third party, to that third party and its advisors;
      • In certain circumstances, to third parties that require information for law enforcement or to prevent a serious threat to public safety;
      • As required or authorised by law; 
      • Or otherwise with your consent.

      The Keratin Company LTD requires our contractors to keep personal information confidential and not to use or disclose it for any purpose other than performing services for us or on our behalf.

      You should be aware that some information that you upload to parts of our websites or to our social media pages may be available to be viewed by the public.

      You should use discretion in deciding what information to upload to such sites.


      As The Keratin Company LTD is an international business, some information (including personal information) may be transferred to countries outside of UK in the ordinary course of our business including to parties located in other countries in the EU.

      When The Keratin Company LTD discloses personal information outside of UK we will comply with this privacy policy and the requirements of the Act.


      Direct marketing involves communicating directly with you for the purpose of promoting the sale of goods and services to you. Direct marketing can be delivered by a range of methods including mail, telephone, email or SMS.

      We may use and disclose your personal information for the purpose of sending you direct marketing materials where:

      • You have consented to us doing so; 
      • Or it is otherwise permitted by law.

      You can unsubscribe from receiving direct marketing materials from us at any time by contacting us (see section 9 of this policy).

      • 6 SECURITY

      The Keratin Company LTD will take reasonable steps to keep any personal information we hold about you secure.

      However, except to the extent liability cannot be excluded due to the operation of statute, we exclude all liability (including in negligence) for the consequences of any unauthorized access to your personal information.

      Please notify us immediately if you become aware of any breach of security.


      You have the right to seek access to personal information which The Keratin Company LTD holds about you or to update or correct that information.

      There are a limited number of circumstances in which The Keratin Company LTD may decline to grant such access.

      These are set out in the Act. The Keratin Company LTD will grant access to information in accordance with the Act.

      To request to access, verify, correct, or update any personal information we hold about you, please contact us (see section 9 of this policy).

      The Keratin Company LTD will endeavour to acknowledge such requests as soon as possible.

      If The Keratin Company LTD  is required to or otherwise agrees to grant access to the personal information, we will give access within a reasonable period of time.

      The Keratin Company LTD  will notify you of the method by which it will give you access to the information.

      Where permitted by law,The Keratin Company LTD  may charge an administrative fee for granting access to information.

      If The Keratin Company LTD refuses to grant access to personal information, it will inform you of the grounds on which access is denied and advice you of your options to seek having that decision reviewed.


      If you are concerned that The Keratin Company LTD may have breached its privacy obligations, the Act or this privacy policy please contact us (see section 9 of this policy).

      When contacting us, please provide as much detail as possible in relation to your issue or complaint.

      All complaints will be taken seriously and will be assessed by an appropriate person with the aim of resolving any issue in a timely and efficient manner. We request that you cooperate with us during this process and provide us with any relevant information we may require.

      If you are not satisfied with our handling of your complaint, you may refer the issue to the Office of the UK Information Commissioner (by phone (+44) 20 3950 1686.


      If you have any questions or concerns about The Keratin Company LTD collection, use or disclosure of your personal information or if you would like to access, update or correct the information we hold about you please contact The Keratin Company LTD via the email info@keratinandcare.com or by phone (+44) 20 3950 1686.

      • In General

      Access to and use of this Website and the products and services available through this Website (collectively, the “Services”) are subject to the following terms, conditions and notices (the “Terms of Service”). By using the Services, you are agreeing to all of the Terms of Service, as may be updated by us from time to time. You should check this page regularly to take notice of any changes we may have made to the Terms of Service.

      Access to this Website is permitted on a temporary basis, and we reserve the right to withdraw or amend the Services without notice. We will not be liable if for any reason this Website is unavailable at any time or for any period. From time to time, we may restrict access to some parts or all of this Website.
      This Website also contains links to other websites, which are not operated by THE KERATIN COMPANY LTD (the “Linked Sites”).THE KERATIN COMPANY LTD has no control over the Linked Sites and accepts no responsibility for them or for any loss or damage that may arise from your use of them. Your use of the Linked Sites will be subject to the terms of use and service contained within each such site.

      • Privacy Policy

      Our privacy policy, which sets out how we will use your information, can be found at Privacy Policy. By using this Website, you consent to the processing described therein and warrant that all data provided by you is accurate.

      • Prohibitions

      You must not misuse this Website. You will not: commit or encourage a criminal offence; transmit or distribute a virus, trojan, worm, logic bomb or post any other material which is malicious, technologically harmful, in breach of confidence or in any way offensive or obscene; hack into any aspect of the Service; corrupt data; cause annoyance to other users; infringe upon the rights of any other person’s proprietary rights; send any unsolicited advertising or promotional material, commonly referred to as “spam”; or attempt to affect the performance or functionality of any computer facilities of or accessed through this Website. Breaching this provision would constitute a criminal offence under the Computer Misuse Act 1990. THE KERATIN COMPANY LTD will report any such breach to the relevant law enforcement authorities and disclose your identity to them.

      Shipping and delivery
      • What are the delivery charges for orders from the Online Shop?

      All orders under 100.00 pounds will incur a delivery charge that is added at the time of purchase

      UK standard delivery charge £10.00 per order

      The delivery charge varies depending on the total weight and size of the order.
      Delivery charge also varies depending on where the item will be delivered i.e. within the mainland UK, Europe or Rest of the World.

      • Will I have to pay customs duty?

      All countries outside the EU have additional customs clearance charges. Any customs or import duties are levied once the package reaches its destination country. Additional charges for customs clearance must be borne by the recipient. We regret that we have no control over these charges and cannot predict what they may be. For further details please contact your local customs authority. *Please note we are not in a position to refund any customs/import duty paid. Please also note that due to strict Airmail weight restrictions some orders must be split into separate parcels before dispatch.

      • Which courier company do you use?

      We use a combination of Royal Mail and internal couriers for deliveries within the UK. We use Royal Mail, UK MAIL, PARCEL FORCE, DHL, TNT and UPS to Europe and the Rest of the World.

      • Will my order require a signature upon delivery?

       Yes. All parcels require a signature when being delivered.

      Your post person will deliver your item to you.
      – If you ARE IN they will require a signature from someone at the delivery address.
      – If you ARE NOT IN to sign for the parcel, they will leave a card advising you that the parcel has been left at your local postal depot, where you will need to pick up your parcel. Please take photo ID to claim your parcel from the depot office.
      – They should not leave parcels if they can’t get a signature.

      • When will I receive my order?

      Within the UK:

      Our orders are sent via courier and are normally delivered within 48 working hrs. Please note that this is not guaranteed and some parcels can take slightly longer due to bank holidays, or postal delays, especially during busy periods such as Christmas.

      Outside the UK:

      Our international orders are normally shipped via Airmail to the destination country and then via your local postal service. Within Europe orders normally arrive within 3-4 working days and to the rest of the world anywhere between 5-7 working days. As with parcels sent within the UK, some parcels can take slightly longer due to postal delays. Parcels may also be delayed by customs procedures as customs duty may need to be paid before your parcel can be delivered in some non-EU countries.

      Orders and returns

      We’re committed to selling high-quality products we hope you’ll enjoy using but we also know that, for one reason or another, there may be a time when you need to cancel your order. Please make sure that you do so in the next 36 hours after placing your order. We also recommend that you keep your receipt or order number, which can be found on your order confirmation, as you might need it as proof of purchase in the event of any after-sales queries.

      A refund* will be made, subject to above conditions, excluding any credit card charges and delivery fees. * All refunds will be credited to the original credit or debit card.

      Delivery only Monday to Thursday next day within UK. All the Orders made on Friday will be delivered on Monday and the Orders made on Saturday and Sunday will be delivered on Tuesday.

      To cancel, you can Email us on online@keratinandcare.com, within 36 hours (not including Saturdays, Sundays or public holidays) commencing the day of purchasing your item(s), quoting your order number.

      • Which payment methods are accepted in the Online Shop?

      We accept all major debit and credit cards.

      • Your security

      We take security very seriously! Our secure server software encrypts all your personal information including credit or debit card number, name and address.

      To protect your personal information, we take reasonable precautions and follow industry’s best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed. During the checkout process, you will be directed to the Worldpay website where you will then be prompted to enter your payment details.

      Worldpay protects your financial information with industry-leading security and fraud prevention systems. When you use Worldpay, your financial information will not be shared with us here at Inoar UK. Once your payment is completed, you will be emailed a receipt for the transaction.

      All data and information received by us is treated and used in accordance with the Data Protection Act 1998.

      • Our Contract

      When you place an order, you will receive an acknowledgement e-mail confirming receipt of your order. This email will only be an acknowledgement and will not constitute acceptance of your order. A contract between us for the purchase of the goods will not be formed until your payment has been approved by us and we have debited your credit or debit card.

      • Pricing and Availability

      Whilst we try and ensure that all details, descriptions and prices which appear on this Website are accurate, errors may occur. If we discover an error in the price of any goods which you have ordered, we will inform you of this as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you we will treat the order as cancelled. If you cancel and you have already paid for the goods, you will receive a full refund. Where applicable, prices are inclusive of VAT. Delivery costs will be charged in addition; such additional charges are clearly displayed where applicable and included in the ‘Total Cost’.

      The Service may contain typographical errors or other errors or inaccuracies and may not be complete or current. We therefore reserve the right to correct any errors, inaccuracies or omissions and to change or update information at any time without prior notice. We reserve the right to refuse to fill any orders that you may place based on information on the Service that may contain errors or inaccuracies, including, without limitation, errors, inaccuracies or out-of-date information regarding pricing, shipping, payment terms, or return policies

      • Viewing Orders

      You are able to view your current and previous orders if you have an account with us. You can also re-order a previous order if you want the same items again. You are unable to view your order if you do not have an account with us.

      • Do I receive an invoice for my order?

      After finishing your order you will receive an automatic email with the invoice attached.

      • Purchasing products from the professional line

      These treatments are for professional use only and should be used by licensed professionals such as hair dressers, hair stylists, hair salons, etc. Anyone who isn’t a professional and uses this product understands that this treatment is for professionals who have been certified only and those whom are not professionals will use at their own risk.


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