Frequently Asked Questions



    SHIPPING & DELIVERY
  1. Do you offer free shipping?
  2. How long will it take for my order to arrive?
  3. Where do you ship?

  4. RETURNS & CANCELLATIONS
  5. Can I return products that I purchased at a salon?
  6. Returns and Exchanges

  7. SALON SERVICES
  8. I want to carry KEVIN.MURPHY in my salon - what do I do?

  9. ORDERING & PAYMENTS
  10. What payment types do you accept?
  11. How will kevinmurphy.com.au protect my credit card information?
  12. I'm trying to add products to my cart but it won't let me checkout - what is happening?
  13. Can I combine coupons and discounts?
  14. When will my credit card be charged?
  15. How many of each product can I buy?

  16. KEVIN.MURPHY + COLOR.ME GLOSS™
  17. How does KEVIN.MURPHY+COLOR.ME GLOSS™ differ from COLOR.ME by KEVIN.MURPHY?
  18. What is the difference between KM.BOND in EVERLASTING.COLOUR and KM.BOND² in COLOR.ME GLOSS?
  19. What is a fill & bond treatment?
  20. Can COLOR.ME GLOSS be used after a texturising service?
  21. Does reducing the development time of COLOR.ME GLOSS affect the colour result?
  22. Can COLOR.ME GLOSS be mixed with COLOR.ME SHADES or COLOR.ME activators?
  23. What is KM.BOND²?
  24. As a demi-permanent colour, how does COLOR.ME GLOSS work as a treatment on the inside of the hair?
  25. Does COLOR.ME GLOSS cover grey hair?
  26. How can I use COLOR.ME GLOSS with my COLOR.ME services?
  27. Can COLOR.ME GLOSS be used with COLOUR.XELERATE or pH.D?
  28. How long does COLOR.ME GLOSS last on hair?


Answers


1. DO YOU OFFER FREE SHIPPING?

We offer standard free shipping on orders above $75.
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2. HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?

Standard Shipping
Most orders are processed and shipped within 24 hours of purchase, depending on product availability. Any orders placed on weekends or holidays will be processed and shipped the next available business day. Once your order has been processed, transit time is anywhere between 1 and 4 business days, depending on your shipping address. Note that these times are not guaranteed and may be delayed due to internal server errors, weather, and other unexpected conditions. Orders are delivered on business days only (Monday-Friday, excluding major holidays).  

Expedited and Rush Shipping
Expedited and Rush purchases placed by 11:00 am PST will be processed and shipped on the same day, depending on product availability. All expedited shipping orders placed after 11:00 am PST will be processed and shipped the next available business day. Note that these times are not guaranteed and may be delayed due to internal server errors, weather, and other unexpected conditions. Orders are delivered on business days only (Monday-Friday, excluding major holidays).
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3.WHERE DO YOU SHIP?

Currently our European version of our website, kevinmurphy.com.au, only accommodates orders from France.
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4. CAN I RETURN PRODUCTS THAT I PURCHASED AT A SALON?

KEVIN.MURPHY can only issue refunds or accept returns and exchanges for items purchased on kevinmurphy.com.au. Product purchased from our salon partners should be returned to the salon per their returns and exchanges policy.
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5. RETURNS AND EXCHANGES

KEVIN.MURPHY return policy allows customers to return eligible items by mail within 30 days of the original ship date for a full refund. In the case of damaged or lost items, please contact us immediately for assistance. 

Similarly, KEVIN.MURPHY can only issue refunds or accept returns and exchanges for items purchased on kevinmurphy.com.au. Product purchased from our salon partners should be returned to the salon per their returns and exchanges policy. Items must be unopened and returned or exchanged within 30 days from the date of product receipt. Items must be returned or exchanged within 30 days. Returns on items received after 30 days will be accepted at KEVIN.MURPHY’s discretion.

Refunds will be credited to the original form of payment after the return has been received and approved by us.

Customers who would like to return or exchange a product should email support@kevinmurphy.com.au for return instructions. Your return will be processed promptly upon its arrival. Generally, the processing time for refunds is 7 to 10 full business days from the time your package is received. We will notify you of the status of your return by e-mail.
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6. I WANT TO CARRY KEVIN.MURPHY IN MY SALON - WHAT DO I DO?

If you wish to carry KEVIN.MURPHY at your salon please fill out this form and a member of our team will be in touch shortly to discuss your business opportunity with KEVIN.MURPHY.
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7. WHAT PAYMENT TYPES DO YOU ACCEPT?

Kevinmurphy.com.au accepts Credit Card payments through MasterCard, Visa, Discover and American Express.
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8.HOW WILL KEVINMURPHY.COM.AU PROTECT MY CREDIT CARD INFORMATION?

All transactions are encrypted for your safety. KEVIN.MURPHY guarantees that your details are completely safe with us. All information is sent encrypted to ensure total security of any sensitive information. Read more in our Privacy Policy. We do not store your credit card information after payment has been made.

Keeping your online payments secure is our number one priority. That means you might need to verify your card payment with 3D Secure to complete your transaction. Contact your bank to learn more about 3D Secure authentication.
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9. I’M TRYING TO ADD PRODUCTS TO MY CART AND CHECK OUT, BUT IT WON’T LET ME CHECK OUT – WHAT IS HAPPENING?

If you are unable to add products to your cart, this means we don’t ship to your country or your state. Currently we only ship to France.
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10. CAN I COMBINE COUPONS AND DISCOUNTS?

Only one coupon can be applied per order. Coupons cannot be used in combination with other coupons or in combination with sale pricing to combine for added discounts or free products.
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11. WHEN WILL MY CREDIT CARD BE CHARGED?

You will be charged when we ship your order.

If your card transaction is approved, the total amount will be reserved immediately and an order confirmation will be sent to email address you provided. Your card will not be charged until we ship your order.

If your card transaction is not approved, your order will be canceled. Please contact your bank or card provider if you have any questions regarding this.
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12. HOW MANY OF EACH PRODUCT CAN I BUY?

At this time, you, may purchase up to 6 units of each product.
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13. HOW DOES KEVIN.MURPHY+COLOR.ME GLOSS™ DIFFER FROM COLOR.ME BY KEVIN.MURPHY?

KEVIN.MURPHY+COLOR.ME GLOSS™ is the newest range in our COLOR.ME lineup and a sister brand to COLOR.ME by KEVIN.MURPHY.

COLOR.ME by KEVIN.MURPHY is a range of demi-to-permanent honey-based colour, +technologies, and lighteners. Click HERE to learn more about COLOR.ME by KEVIN.MURPHY.

 KEVIN.MURPHY+COLOR.ME GLOSS™ is a range of luminous demi-permanent colour with strength and shine. Click HERE to learn more about KEVIN.MURPHY+COLOR.ME GLOSS™.
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14. WHAT IS THE DIFFERENCE BETWEEN KM.BOND IN EVERLASTING.COLOUR AND KM.BOND² IN COLOR.ME GLOSS?

KM.BOND² is KEVIN.MURPHY’s newest iteration of its bonding technology. Both KM.BOND and KM.BOND² are made using hydrolysed proteins from plants. The mechanisms at which they perform are similar, but bond building performance cannot be compared fairly as formulations and conditions of use are completely different.
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15. WHAT IS A FILL & BOND TREATMENT?

A fill & bond treatment is a treatment service specifically created for those with damaged hair concerns. The KM.BOND² technology in COLOR.ME GLOSS creates new hair bonds in the hair cortex and cuticle layer, resulting in thicker, stronger, and healthier looking hair. At 5 mins, the KM.BOND² is very effective. Continue to develop if extra shine and colour is desired.
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16. CAN COLOR.ME GLOSS BE USED AFTER A TEXTURISING SERVICE?

Yes, thanks to its acidic pH, COLOR.ME GLOSS is a great option post perm, straightening or reformation service.
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17. DOES REDUCING THE DEVELOPMENT TIME OF COLOR.ME GLOSS AFFECT THE COLOUR RESULT?

For the best durability and intensity of colour, follow instructions and develop for the full 20 minutes.
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18. CAN COLOR.ME GLOSS BE MIXED WITH COLOR.ME SHADES OR COLOR.ME ACTIVATORS?

COLOR.ME GLOSS works as an entirely new line and technology and therefore cannot be mixed with SHADES or ACTIVATORS from the COLOR.ME range. However, the COLOR.ME GLOSS shades themselves are intermixable for unlimited colour possibilities.
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19. WHAT IS KM.BOND²?

KM.BOND² is a plant-based protein complex made up of amino acids, peptides and a hybrid copolymer. It is produced using protein-rich superfoods including rice, lentil, soy and quinoa. The proteins from these superfoods are hydrolysed to created smaller molecules such as peptides and amino acids that are able to penetrate the hair fibre and impart repairing benefits. 
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20. AS A DEMI-PERMANENT COLOUR, HOW DOES COLOR.ME GLOSS WORK AS A TREATMENT ON THE INSIDE OF THE HAIR?

The amino acids in KM.BOND² are small enough to penetrate the cortex and refill damaged hair to create new hair bonds.
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21. DOES COLOR.ME GLOSS COVER GREY HAIR?

It is not designed to cover grey hair. However, it can be used on clients with up to 30% greys.
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22. HOW CAN I USE COLOR.ME GLOSS WITH MY COLOR.ME SERVICES?

COLOR.ME GLOSS can be integrated into your COLOR.ME services for colour balancing, refreshing, low lights, or enhancing shine with repair. Your COLOR.ME application may be on the new growth or in foils, and COLOR.ME GLOSS can be integrated for optimal hair fibre integrity.
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23. CAN COLOR.ME GLOSS BE USED WITH COLOUR.XELERATE OR PH.D?

COLOR.ME GLOSS is not to be intermixed with COLOUR.XELERATE or pH.D.
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24. HOW LONG DOES COLOR.ME GLOSS LAST ON HAIR?

As it is a demi-permanent acidic colour, it will last for 15 washes or more, depending on the shade chosen and condition of the hair.
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