Frequently Asked Questions

Products

HOW DOES K18 WORK?

K18 utilizes a breakthrough patented oligopeptide (K18PeptideTM) which shuttles amino acids (the building blocks of hair) into the inner structure of the hair. Once inside the hair cortex, the unique amino-acid chain goes directly to the broken disulfide bonds to replace the lost amino acids, regenerating the bond permanently and restoring ultimate strength, resilience and softness.

WHAT IS MASQUE’S PH?

Masque: 5.0-6.0

HOW MUCH K18 MASQUE SHOULD I USE?

The amount of Masque needed will vary depending on hair type, thickness, and condition. Refer to the chart below as a guide.  

ARE THE PRODUCTS KERATIN TREATMENT SAFE?

We did not design K18 products to be used as part of a keratin service. But, they are great to use after a keratin service. You can start using K18 after your first shampoo at home.

IS K18 PEPTIDE A REPLACEMENT FOR A CONDITIONER?

K18’s primary goal is to regenerate broken bonds in order to rebuild and restore strength and elasticity to your hair. Any detangling or conditions benefits are a bonus. As long as you leave Masque in for 4 minutes, you can add a leave in conditioner if desired. Most people find they get all of the conditioning they need from using K18 Masque without conditioner.

WHY DO YOU USE THE PRODUCT ON TOWEL DRIED HAIR?

K18Peptide is not able to correctly attach bonds in the presence of too much water inside the cortex. However, the hair needs to be slightly damp to help with the penetration of the product into the cortex.

CAN I USE STYLING PRODUCTS WITH K18?

You can layer styling products on top of K18 Masque after the 4 minute processing time.

Does K18 have UV protection?

No

Does K18 protect from heat?

No, but it repairs damage from heat styling.

Is K18 organic?

No, but it is vegan. 

When should I expect to see results?

You will start to see strengthening and smoothing results after the first use of K18.

Does K18 wash out of hair?

No, K18 is clinically proven to not wash out of hair, even after repeated shampoos.

Should I use K18 before my conditioner or conditioning masque?

On the days you’re using K18, use it instead of your conditioner or conditioning masque. For clients seeking extra hydration, you can apply your conditioner or masque after the 4-minute treatment. You do not need to rinse K18 out.

Can I mix K18 with other styling products?

We do not recommend mixing K18 with other products, but you can layer styling products over K18 after the 4-minute processing time.

Can I use K18 on day 2 hair?

No, for best results use on towel-dried, damp hair after washing. 

Is K18 applied to dry or damp hair?

Always apply K18 to towel-dried, damp hair.

Can I use K18 every day?

K18 is designed to be used consecutively for 3-6 washes, and then every 3-4 washes to maintain your healthiest hair possible.

Can I overuse K18?

K18 is a concentrated treatment. To avoid overuse, we recommend using K18 consecutively for 3-6 washes, and then every 3-4 washes to maintain your healthiest hair.

Will K18 weigh my hair down?

No, the formula is lightweight and works on the inside of the hair so hair is left feeling clean and light. 

Who is K18 for?

Anyone looking for stronger, healthier hair. 

What happens if I apply styling products before the 4 minutes after applying K18?

Applying styling products before the 4 minute processing time will diminish the efficacy of K18.  

Why do you use K18 Masque on towel dried hair?

K18Peptide™ is not able to regenerate bonds in the presence of too much water inside the cortex. However, the hair needs to be slightly damp to help with penetration of the product into the hair.  

Why do you skip conditioner?

Conditioner formulas use silicones and conditioning agents that form heavy coatings on the hair which would prevent K18Peptide™ from penetrating to the broken bonds within the cortex. K18 is most effective on clean, towel-dried hair. 

Why do you need to leave K18 Masque in?

K18 is more effective when left in. The formula is lightweight and works on the inside of the hair, so the hair is left feeling clean and light, even without rinsing it out 

Orders & Privacy

Where is my order?

All orders will ship within 2 to 3 business days. Due to COVID19 UPS and USPS are delivering shipments later than usual. Once your package has shipped you should expect to receive it within 7 to 12 business days from the ship date.

What is the status of my order?

Once you have placed an order, you can check on its status at any time. Contact us if you are having trouble tracking your order.

How do I change or cancel an order?

If, for any reason, you would like to change your order, please call +1 415-495-7210 x 101Mon – Fri between 8am and 5pm PST or contact us as soon as possible. We will make every effort to accommodate your request, however, please keep in mind our system is designed to fulfill orders as quickly as possible. As a result, we cannot cancel or change an order once it has entered the shipping process.

When will my credit card be charged?

Your credit card will be charged at checkout, when your order is placed, and an email confirmation will be sent.

What are my payment options?

We accept Visa, Mastercard, American Express, Google Pay, Apple Pay and PayPal.

Do you collect taxes on purchases?

We currently collect tax from: Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Indiana, Kansas, Kentucky, Maryland, Massachusetts, Michigan, Minnesota, Nevada, New Jersey, New York, North Carolina, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, Washington, and Wisconsin.

Do you have a price match policy?

If an item changes price within 7 days of purchase*, we will gladly price match it for you.

*Must be purchased directly. This policy does not extend to our salon partner promotions.

Do you accept cash, CODs or checks?

Unfortunately, we cannot accept CODs, cash, checks, or collect calls.

Is my personal information and credit card information safe?

We’ve taken steps to ensure all information received from our online visitors is secure from unauthorized access and use. All transactions are completed on a secure server. In secure mode, your computer and our server send data back and forth in an encrypted format.

What is your privacy policy?

Click here to view our privacy policy.

Shipping & Exchanges

Do you offer free shipping?

We are happy to offer free shipping within the Continental United States. Your order will ship via UPS Ground or USPS, whichever method is most appropriate based on the weight of the order. All orders received will be processed and shipped within 2 to 3 business days. If you place your order on a Friday, your order will ship by Tuesday the following week given that Monday is not a holiday. If Monday is a holiday your order could ship on Wednesday. From the date of shipping allow 7 to 12 business days based on your location, from our shipping location in Northern California. Please see below regarding shipments to Alaska, Hawaii, Puerto Rico, U.S. Virgin Islands and other U.S. Territories. Orders to Alaska, Hawaii, Puerto Rico, U.S. Virgin Islands and other U.S. Territories will ship Priority Mail via USPS ONLY.

How quickly can you ship my items?

All orders will be processed and shipped within 2 to 3 business days.   If you place your order on a Friday, your order will ship by Tuesday the following week, given that Monday is not a holiday. If Monday is a holiday your order will ship by Wednesday.

What shipping methods do you use?

Orders are shipped via USPS First Class and UPS Ground. Unfortunately, due to COVID19, we are unable to offer expedited shipping at this time. The Carriers have been heavily impacted delaying transit times. We have learned that the customer experience has not met our standards.

Do you ship to PO Boxes or APO/FPO addresses?

Yes, we ship USPS to APO/FPO and PO Boxes.

Is my shipment insured?

All orders are insured up to $100.00 at no cost.

Do you ship internationally?  Who is responsible for duties and taxes?

At this time, we do not ship internationally. K18 is only available in Australia through our distributors Luxury Beauty Concepts at https://khairpep.com.au/.

What is your return/exchange policy?

For U.S. domestic orders we are happy to offer returns on all non-sale merchandise within 90 days of receipt date.

Sale merchandise is considered final sale and not eligible for return or exchange.

Please note we only process returns purchased directly through our website. Products purchased at any K18 salons must be returned to the store where it was purchased. Due to security constraints, we cannot reimburse you for an amount greater than your purchase amount. K18 provides free returns for U.S. orders placed directly through our website.

How do I make a return?

All items purchased on our website may be returned within 90 days of purchase for a full refund. We want you to be happy with your items! We are not able to accept returns for items purchased through other retailers/salons, please contact the salon directly.

To return your items, please contact us for a returns label.

When will my credit card be refunded?

Please allow up to 7 to 12 days transit time for return orders to reach our warehouse. We will send an email once your return has been received and processed. Please allow up to 2 weeks for your refund to appear on your credit card statement (each financial institution varies).

How does K18 work?

K18 utilizes a breakthrough patented oligopeptide (K18PeptideTM) which shuttles amino acids (the building blocks of hair) into the inner structure of the hair. Once inside the hair cortex, the unique amino-acid chain goes directly to the broken disulfide bonds to replace the lost amino acids, regenerating the bond permanently and restoring ultimate strength, resilience and softness.

What is Masque’s pH?

Masque: 5.0-6.0 

 

How much K18 Masque should I use?

The amount of Masque needed will vary depending on hair type, thickness, and condition. Refer to the chart below as a guide.  

 

Click here for the Chart

Are the products Keratin Treatment safe?

We did not design K18 products to be used as part of a keratin service. But, they are great to use after a keratin service. You can start using K18 after your first shampoo at home.

Is K18 Peptide a replacement for a conditioner?

K18’s primary goal is to regenerate broken bonds in order to rebuild and restore strength and elasticity to your hair. Any detangling or conditions benefits are a bonus. As long as you leave Masque in for 4 minutes, you can add a leave in conditioner if desired. Most people find they get all of the conditioning they need from using K18 Masque without conditioner. 

Why do you use the product on towel dried hair?

K18Peptide is not able to correctly attach bonds in the presence of too much water inside the cortex. However, the hair needs to be slightly damp to help with the penetration of the product into the cortex. 

Can I use styling products with K18?

You can layer styling products on top of K18 Masque after the 4 minute processing time. 

If you have more questions