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Welcome to our FAQ!
At Institut Kallista, we want to offer you the best cosmetics experience.
Our FAQ is designed to answer your questions about our website, products, and services.
Feel free to contact us via the chat bubble available on the website, by phone at +33 4 50 81 08 99 or by email bonjour@institut-kallista.com if you need additional information.
OUR PRODUCTS
What brands are available on your site?
Institut Kallista is an official and authorized distributor of Sothys, Guinot, Masters Colors Thalgo, Maria Galland, LPG, and Mary Cohr brands. We offer high-quality products, exclusively recommended in institutes and spas.
Where can I find product reviews?
Product reviews are available under each product sheet.
How are the products stored?
We ensure optimal storage of our products: clean, cool, and protected from light. Our products are guaranteed to be counterfeit-free, and our stock is frequently replenished thanks to the high order flow on our site.
How do I find the right products for my skin?
When browsing the site, you can choose to display products based on your beauty concerns, by range, by product category, by brand, or by price to find the product that matches your needs. If you need product advice, contact customer service.
LOYALTY & SPONSORSHIP
How does the loyalty program work?
Our loyalty program rewards you every time you make purchases on our site. With your purchases, you accumulate points that then give you access to loyalty vouchers! Every €1 spent earns you 3 points.
Points are not accumulated during promotional periods such as sales or Black Friday.
You can also complete missions to earn more points. To discover all our exclusive benefits, visit our Loyalty page
Loyalty points do not expire.
How can I use my points?
Visit our Fidelity page to discover the various loyalty vouchers on offer. Simply choose the amount of the voucher you wish to receive and click "get".
Check that you have the necessary number of points to obtain your voucher. Once the points have been exchanged, a code will appear. Copy this code and add it to your cart during your next order.
Afraid of forgetting your code? Don't panic, you will receive a copy of this code in your inbox, or you can contact customer service to have it re-sent to you.
Loyalty vouchers are valid for 3 months from their exchange date. They cannot be combined with each other or with other promotional codes.
Where can I see my points?
To find out how many points you have, simply log in.
You can then view your points balance directly on the "Loyalty" page of the website or by going to your profile.
How to get a loyalty account?
Do you want to be part of the Kallista Club to enjoy our exclusive benefits? You can! As soon as you create an account on our website or place an order, you automatically become a member of the Club and can complete various missions to earn points.
If you already have an account, simply log in and go to the Loyalty page to discover your loyalty points balance.
MY ACCOUNT
How can I find products I've already ordered?
Go to your account and you'll find your entire order history since you became a customer with us. Simply click on "View order details" to find the products you've ordered. You can also contact us by phone so we can review your order history.
How do I log in to my account?
On a computer: To log in to your account, click on the "person" icon located in the top right corner, next to the shopping cart icon.
On mobile: Click on the 3 horizontal bars in the top left, then on "Log in" at the bottom.
To access your Institut Kallista account, you do not need a password. Simply enter your usual email address. A 6-digit one-time code will be sent to you. This code will allow you to authenticate and log in.
How do I create an account?
At Institut Kallista, as soon as you place an order with us, an account is automatically created.
Alternatively, you can simply enter your email address in the login tab, a code will be sent to you, and your account will be created.
ORDER
How do I find my order?
Log in to your account to view your complete order history. The most recent order is at the top of the history.
Is it possible to cancel or modify my order?
If you wish to modify or cancel your order, please contact us as soon as possible so that we can intercept your order before it is prepared and shipped.
If your order has already been prepared/shipped, it is no longer possible to cancel your order. You will need to return it to us once you have received it.
Will I receive samples in my order?
We give customers the choice of whether or not to receive 3 samples in their orders. This choice is made when adding products to the basket, you can modify the default selection to choose samples from the brand of your choice (Guinot, Thalgo, Sothys or Maria Galland). If you do not want samples, simply click on the "I do not wish to receive samples" option.
Is it possible to place an order with an operator?
Of course, our team is available from Monday to Friday, from 9 AM to 5 PM, to advise you or help you place an order.
Contact us at +33 4 50 81 08 99 so we can place an order together. Call not surcharged.
How do I get the invoice for my order?
To obtain the invoice for your order, please contact us by e-mail at bonjour@institut-kallista.com
Our teams will generate your invoice and send it to you.
How do I change the shipping method for my order?
If you wish to change the delivery method for your order (from Mondial Relay to home delivery or vice versa), please contact customer service at 04 50 81 08 99 or bonjour@institut-kallista.com so that we can make the changes before your order is shipped.
The process is the same if you wish to change your pick-up point.
RETURN & REFUND
How long do I have to make a return?
You have 14 working days after receiving your order to make a return. Please inform us (by email, phone, or chat) when you wish to return a product so that we can process your request as quickly as possible.
Excluding defective products or order preparation errors, a return fee of €4.90 will be charged.
How to make a return?
Here's how to make a return:
- Go to your account
- Select the order containing the products you wish to return
- Click on "Request a return".
- Choose the quantity of items you wish to return and the reason
- Click again on "Request a return".
Once your request has been made, we will review it and proceed with its validation or not. We will send you the return label. Products must be returned in their original, unopened, and undamaged packaging.
How many days will it take for my return to be processed?
Once your product has been returned, our teams will process your return as quickly as possible.
I made a return, how long will it take to receive my refund?
Once your product is returned, our team will ensure that it is intact. Once verified, a refund will be automatically issued. You will be refunded via the original payment method used to confirm your order. To request a refund via another payment method, please contact customer service.
PAYMENT METHODS
What payment methods are available?
Here are the different payment methods we offer at Institut Kallista:
- Credit Card: Visa - Master Card - CB
- Apple Pay
- Bank Transfer
- PayPal
- Bank Check (reserved for existing customers or, for first orders, under €100)
- Payment in 3 or 4 installments with Oney fees
- Payment by phone with one of our advisors
All these payment methods are available for all European countries.
Is payment secure?
Yes! Payment is made directly to our partner bank, CIC. When you make your payment, you transmit your banking information to CIC and not to Institut Kallista. Your banking information is encrypted using the SSL (Secure Socket Layer) protocol to secure the connection to the site. In addition to this protocol, we have implemented 3D Secure, this means of protection is the most effective against fraud.
Is it possible to pay in installments?
Yes, we have set up Oney payment in 3 or 4 installments with no fees for purchases of €100 or more.
How to pay with a gift card?
Kallista Institute gift cards are digital. You will receive your gift card by email, immediately after payment. This email will contain a secret code that will allow you to make your purchases on the website. When you are in your shopping cart, simply enter this secret code in the "discount code or gift card" section and confirm.
DELIVERY
What are the different delivery methods?
Here are the different delivery methods at Institut Kallista
- Delivery to a pick-up point with Mondial Relay: when you choose this option, you must remain on the page after payment to select your pick-up point. If you do not do this, Mondial Relay will automatically choose a pick-up point (which may not be suitable for you).
- Home delivery: two options are available: delivery without signature or delivery with signature. For purchases of €130 or more, your package will automatically require a signature upon delivery.
- In Europe: Delivery via UPS to home address only, with signature required.
What are the delivery times?
Once your order has been placed, our teams will do everything they can to deliver it to you as quickly as possible. Your order will be prepared the same day for orders placed before 1 p.m.
Please allow 2 to 5 business days for receipt of your order (excluding sales periods, weekends, and public holidays).
If the products you ordered are out of stock, delivery times may be extended; you will be notified by phone or email.
Which countries do you deliver to?
We deliver to all European countries.
Sothys products can only be delivered in France.
What are the delivery costs?
For Metropolitan France:
- Delivery to a Relay Point is free for purchases over €49.
- Home delivery WITHOUT signature is free for orders over €69.
- Home delivery WITH signature is free for orders over €130.
For international orders, shipping costs start from €6.20. To find out the exact rate based on your country and order amount, please refer to the Delivery page on our website.
How do I track my order?
Once your order has been shipped, you will receive an email informing you of its shipment. You can track your order using the tracking number provided in the email or directly through your customer account by clicking on the order you wish to track.
I haven't received my package, what should I do?
If you have not received your package, please follow these steps:
- Check the order tracking.
- If your order is marked as delivered and you wish to dispute the delivery, please contact customer service.
- If your order is not yet marked as delivered, please contact customer service so that we can open an investigation with the carrier.
- Following your contact, our team will do everything possible to locate your order and ensure that it reaches its destination.
Carrier investigations can take up to 21 business days. It is therefore normal if we are unable to obtain a response quickly.
CUSTOMER SERVICE
How to contact customer service?
You can contact customer service via chat, email or phone.
- Chat with us directly on the chat available at the bottom right of the website
- Call us at +33 4 50 81 08 99 (Toll-free call)
- Email us at bonjour@institut-kallista.com
We are also on Instagram and we respond quickly to your private messages: @institut_kallista
Who handles customer service?
Customer service is primarily managed by Séverine and Camille. Contacting us allows you to resolve after-sales service issues, receive personalized advice, and get answers to all your questions.
What are the customer service hours?
Customer service is open Monday to Friday from 9 am to 5 pm.
During sales or holiday periods, customer service may not be able to respond immediately. Please leave us a message so that we can get back to you.
Didn't find the answer to your question?
Contact us via the chat bubble available on the site, by phone at 04 50 81 08 99 or by e-mail at bonjour@institut-kallista.com . Customer service is available from Monday to Friday from 9 a.m. to 5 p.m. We do everything we can to respond to you as quickly as possible.
