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FAQ
Welcome to our FAQ!
At Institut Kallista, we want to offer you the best cosmetic experience.
Our FAQ is designed to answer your questions about our website, our products and our services.
Do not hesitate to contact us via the chat bubble available on the website, or by telephone at 04 50 81 08 99
or by email if you need additional information.
LOYALTY & SPONSORSHIP
How does the loyalty program work?
Our loyalty program rewards you every time you shop on our site. Through your purchases, you earn points that give you access to exclusive benefits: vouchers, promotional offers, and more! Every €1 spent earns you 3 loyalty 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 & Referrals page.
You do not accumulate points during sales periods.
How can I use my points?
Visit our Loyalty and Referrals page to discover the many benefits available. Simply select the benefit you'd like to receive and click "Get." Make sure you have the necessary points to redeem your gift. Once your points are redeemed, a code will appear. Copy this code and add it to your cart the next time you place an order. The product or discount will be automatically applied.
Worried about forgetting your code? You'll receive a copy of it in your email, or you can contact customer service so we can resend it to you.
Where can I see my points?
To know how many points you have, you must be logged in.
Then, you can see your points directly on the "Loyalty" page of the site or by going to your profile.
How can I refer a friend?
Still on our Loyalty and Sponsorship page, go to the “Give €10, Receive €10!” box. Enter the email address of the friend you wish to sponsor. If they have never placed an order on our site, they will receive a €10 voucher to use on their first order. Once their order is validated, you will also receive a €10 voucher to use on your next order.
You can refer as many friends as you want.
How to get a loyalty account?
Would you like to join the Kallista Club and enjoy our exclusive benefits? It's possible! As soon as you create an account on our website, you automatically become part of the Club and can complete various missions to accumulate points.
If you already have an account, simply log in and access the Loyalty and Referrals page to discover this new feature at Institut Kallista. Points accumulation is active since March 29, 2024.
OUR PRODUCTS
What brands are available on your site?
Institut Kallista is an authorized distributor of the Sothys, Guinot, Masters Colors Thalgo, Maria Galland, LPG, Perron Rigot, and Pier Augé brands. We offer high-quality products exclusively recommended in institutes and spas.
How do 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.
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.
ORDER
How do I find my order?
Go to your account and you'll find your entire order history since you became a customer with us. The last order placed 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 Monday to Friday from 9am to 5pm to advise you or help you place an order. Contact us at 0480959874 so we can place your order together.
How do I get the invoice for my order?
To obtain the invoice for one of your orders, simply download it via the order confirmation email that you received just after confirming your order.
At the top of the email, click "Download your invoice here." It will be generated automatically. You can then save it to your computer/phone or print it.
RETURN & REFUND
How long do I have to make a return?
You have 14 business days after receiving your order to make a return. Please let us know (by email, phone, or chat) when you wish to return a product so that we can process your request as quickly as possible.
How to make a return?
To make a return, go to your account, select the order containing the products you wish to return and click on "Request a return". Choose the quantity of items you wish to return as well as the reason and click on "Request a return" again. Once your request is made, we will review it and proceed to validate it or not. We will send you the return label. Products must be returned in their original packaging, unopened and in good condition.
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?
- Bank card: Visa - MasterCard - CB
- Bank Transfer
- PayPal
- Bank Check (reserved for users who are already customers of the site or, for first orders, less than €100)
- Payment in 3 or 4 installments with no fees from Oney
- Payment by telephone with one of our advisors
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?
- Delivery to a relay point with Mondial Relay, when you choose this option, stay on the page after your payment to choose your relay point. If you do not do this action, Mondial Relay will choose by default the relay point closest to the address provided.
- Home delivery with Colissimo: two options are available to you: delivery without signature or delivery with signature.
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 France, Belgium, Germany, Luxembourg, Italy, Spain, and Portugal. Deliveries to Switzerland and the French overseas territories will soon be available on our website. Sothys products are only available in France.
What are the delivery costs?
For Metropolitan France:
- Delivery is free to a Relay Point for purchases over €49.
- Home delivery is free WITHOUT signature for orders over €69.
- Home delivery is free WITH signature for orders over €130.
For deliveries abroad:
- From €8.28 to €9.90 for orders under €49 (price varies by country)
- From €6.20 to €7.90 for orders over €49 (price varies by country)
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?
- Check the order tracking.
- Contact customer service to ensure that the order does not contain any out-of-stock products.
- Following your contact, our team will do everything possible to locate your order and ensure that it arrives at its destination.
CUSTOMER SERVICE
How to contact customer service?
Customer service is available Monday to Friday, 9am to 5pm via chat, email, or phone.
- Chat with us directly on the chat available at the bottom right of the site
- Call us at 04 50 81 08 99
- Write to us at bonjour@institut-kallista.com
Who handles customer service?
A team of qualified beauticians is available to advise you on the various products available on the site, as well as to help you with your order or answer any other questions.
How do I get product advice?
Call or write to us detailing your problem and your needs, our team of beauticians will be happy to answer you and advise you in order to offer you the products that suit 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.
