FAQ
How to place an order?
Once you have finished adding items to your Cart, simply click the “Check Out” button on the Shopping Bag page and we will guide you through the check-out process.
How safe is my personal information?
Our site uses a Secure Sockets Layer (SSL) protocol to encrypt all personal information sent during the check-out process. For more information on how we secure and use your information, please consult our Privacy Policy.
Do I have to be natural to use your products?
No, of course not. Kerry Berry products can be used on relaxed and natural hair.
Are your products made with natural ingredients?
Yes, Kerry Berry products are made with natural and organic ingredients.
Do your products help with Alopecia?
Unfortunately, Kerry Berry products are not guaranteed to aid in hair growth or cure any skin
ailments.
Are your body butters good for all skin types?
Yes, of course. The ingredients are all natural.
Can I use the hair products on my newborn baby?
We recommend not until your child is about a year old.
Will the growth oil work on my edges?
Yes, of course the oil will work for your edges.
My avocado conditioner changed color and is watery. Is it spoiled now?
No just put it in the freezer. Remove it the night before you plan on using it to defrost.
How long does it take to see the result?
Results will vary depending on where you are with your journey but try to stay consistent with taking care of your hair & skin.
How long does it take for my package to ship?
All orders take 4-5 business days to process unless you paid for next day processing.
Where is my order/shipping confirmation?
Once you place an order you will immediately receive an email confirmation if not, please be sure to check your spam. You will get another email once your order is processed and shipped.
When will your sold-out products restock?
Sign up for email/SMS updates for our products on our website.
Do you ship to my country?
We do deliver worldwide!
Can your products cure my hair or skin disease?
We are not doctors and cannot give any medical recommendations, but you are free to try our products at your own risk.
What payment methods are accepted on your site?
We accept all major credit cards, Apple Pay, google pay, PayPal, and Shop pay.
Do you ship internationally?
Yes, we deliver worldwide for most of our products except our body butters, growth paste, beard butters, moisture shock butter.
If I have not received my package and it states "Delivered"?
Please check to see if a family member or neighbors or building management might have your package. In some cases, USPS/UPS marks a package as delivered but will not be delivered until the next day or two. Please call your local postal office to see if they have your package. If they don't know where your package is, the next step would be to fill a claim with the Parcel Service for "Missing Package". We are NOT responsible for that package. Additionally, the claim must be filed within 60 days.
What if I mistakenly provide the wrong address on my order?
If you provide the incorrect address, and it is NOT returned to us, unfortunately, a refund cannot be issued. If the package is returned to us, then we will gladly send to the correct address accordingly. You will be responsible for the new shipping cost.
Who do I contact if I have questions about my order?
Please send us an email at orders@mykerryberrys.com and you will get a response between 24-72hrs.
What if my package/products arrive damaged?
Please file a claim with your postal carrier.
How much do you charge for shipping?
Shipping varies based on weight, location, and class preference.
What is your refund policy?
Due to the nature of our products, we do not accept refunds/exchange on orders.
We understand that accidents can happen, which is why we offer a preselected route protection plan for lost, stolen, or damaged products. As you may know, some of our products are perishable and cannot be replaced if they are lost or damaged during transit.
We strongly encourage our customers to use the protection plan to ensure that their orders are covered in the event of any issues during shipping. If you choose not to select the protection plan, unfortunately, we will not be able to offer a replacement for damaged, lost, or stolen items.
In addition, if you choose priority shipping without selecting the protection plan, please note that you will have to reach out to USPS to make a claim, and we will not be responsible at that point.
However, if you did select the protection plan and your order was damaged, lost, or stolen, please file a claim at https://claims.route.com/. They will assist you with the claims process and ensure that your issue is resolved promptly.
We truly appreciate your business and want to ensure that your experience with our products is as positive as possible. Thank you for your understanding and cooperation in this matter.
Can I cancel my order?
We understand that circumstances may change, but due to the nature of our business, we are unable to offer cancellations or refunds once an order has been placed. We make every effort to ensure that our products are of the highest quality and that they meet your expectations.
Our products are made in small batches to ensure quality, which means that once an order is placed, our team immediately begins processing it. Canceling orders can disrupt our production process, and we want to ensure that we can provide our customers with the highest quality products in a timely manner. Some of our products are perishable or have a limited shelf life. Canceling an order may result in products going to waste and can be a costly and unsustainable practice for our business.
Kerry Berry has a commitment to sustainability, and we strive to reduce waste as much as possible. Allowing cancellations can result in unnecessary packaging waste, shipping emissions, and other environmental impacts.
Our products are often made-to-order or customized, which means that once an order is placed, we begin the process of creating a unique product just for that customer. Canceling orders can result in wasted time and resources.
Overall, we understand that it can be frustrating when circumstances change, and an order needs to be canceled. However, we have made the decision to prioritize quality, sustainability, and efficiency in our operations, and we appreciate our customers' understanding and support of our policies.