Frequently Asked Questions

Customer Service FAQs

About Classes and Events

  • What is Earned Education?
    • Earned Education is a system of rewards based on your purchases from specific brands. After you purchase a certain amount from a L’Oréal brand, you’ll be awarded Earned Education Credits to take a class from that brand.
    • Earned Education Credits are awarded based on spend the previous calendar year, and expire at the end of the calendar year in which they’re awarded.
  • What is a signature experience?
    • A signature experience is a gathering for professionals from throughout the hair industry, from salon owners and business leaders to stylists, regardless of whether you use the L’Oréal brand sponsoring the event. Signature experiences offer sessions for education, inspiration, and networking.
  • What is a salon emotion class?
    • A salon emotion class focuses on the ambiance and customer experience of your salon. Salon emotion classes may cover use of space, music, or customer service practices to improve guest satisfaction.
  • What is a business building class?
    • A business building class focuses on providing LEVEL members with business skills to support their artistry. Business building classes may sometimes be geared towards adding a new category of service at a salon, and sometimes at general business skills.
  • How does virtual education work?
    • Virtual education takes several forms with LEVEL. Live webinars broadcast real-time instruction from instructors via video meeting services like Zoom, while self-paced classes are pre-recorded and give you the opportunity to partake in the class at the time of your choosing. Virtual workshops are likewise constructed in real time via video meeting, but offer more opportunities to interact with the instructor.
  • How do in-salon events work?
    • In-salon events can work one or two ways.
    • If you see a class that you like that’s labeled “in-salon,” you can sign up for it and provide some proposed dates or days of the week. Once you’ve worked with LEVEL education specialists to schedule the class, the instructor will come to your salon and give the class to the attendees of your choosing.
    • If you want to bring a class to your salon that isn’t already offered, you can fill out this form call LEVEL support at 1-866-766-6875 to share your ideal topics, instructor, and dates. A LEVEL education specialist will work with you to schedule the class and inform you of any equipment you’ll need. On the appointed date, your instructor will come to your salon and instruct the class.
    • Please note that, whether it’s a pre-built class or custom in-salon class, you must have a minimum of 5 attendees to host, and the base class fee covers up to 18 attendees. If you wish to host 19 or more attendees, a LEVEL education representative will work with you to calculate additional costs.
  • What is the criteria for Earned Education?
    • Earned Education Credits accumulate based on your spend with each L’Oréal brand, and the classes offered as Earned Education are determined by each individual brand.

Returns & Exchanges

  • What is your return/exchange policy for redemption orders?
    • Due to the nature of our product and specialty items, we do not offer any returns or exchanges at this time. If you have any questions about this policy, please contact us via email at [email protected] or by calling Member Services at 1-866-766-6875.
  • I returned some items that I purchased from my distributor that I no longer needed. How will that affect my Points accumulation or LEVEL Loyalty Rewards status?
    • Points will be deducted from your LEVEL account for all returned items and will not count towards your LEVEL tier status calculated at the end of the year.
    • Any items returned to SalonCentric, Kérastase, Shu Uemura Art of Hair, State Beauty Supply, and RDA Pro Mart will be reflected in your account the next day.
    • Items returned to our other distributors will be reflected 30 days from return.
  • I received my redemption order and something was wrong, missing, or defective. How do I go about resolving this issue?
    • I received my redemption order and something was wrong, missing, or defective. How do I go about resolving this issue?
    • Please contact us via email at [email protected] or by calling Member Services at 1-866-766-6875.
  • Can I upgrade my Earned Education to a different class or artist?
    • Not currently. Earned Education class offerings are decided by each brand and are not available for upgrade. If you have further questions about this, you can reach out to your distributor or brand education contact for more details.
  • How do I cancel a class or event ticket? Can I get a refund?
    • To cancel your ticket, reference the order number in your confirmation email and contact [email protected] or 1-866-766-6875.
    • For academies, including L’Oréal Professionel Soho, Redken Exchange, and Matrix:
      • You may choose to reschedule if you wish.
      • Refunds are available only for cancellations at least 30 days in advance.
      • YRefunds are issued as points or, if the order was partially paid with a card, as a credit card refund.
    • For in-salon artists:
      • Refunds are available only for cancellations at least 30 days in advance.
      • Refunds are issued as points or, if the order was partially paid with a card, as a credit card refund.
    • For Redken Pillar and certification classes:
      • No refunds are available after the class is confirmed.
    • For premium events and shows, including Matrix Destination, Redken Symposium, LP World Tour, Global Experience, and K Conservatory:
      • Registration may be transferred to another professional.
      • No refunds are available after you have redeemed your points for a ticket and received the order confirmation.
    • For third-party & SalonCentric (SC) classes:
      • All sales are final, non-refundable, and non-transferable.

Redeeming Points for Education

  • How do I use my Earned Education Credits?
    • Click on the link from My Rewards to view the applicable class. Proceed to checkout to provide any relevant signup details about yourself. You will not be charged Points, but note that you cannot check out for any products or non-Earned Education while redeeming your Earned Education Credits.
  • Can I upgrade my Earned Education to a different class or artist?
    • Not currently. Earned Education class offerings are decided by each brand and are not available for upgrade. If you have further questions about this, you can reach out to your distributor or brand education contact for more details.
  • How do I request a specific artist?
    • If you’re signing up for a pre-created class, you’ll pick your preferred artist during the checkout process, at the “In-salon Class Details” step.
    • If you want to request a specific artist that is not listed as an instructor for a pre-created class, you may request to host the artist for a custom in-salon class. When you fill out the In-salon Class Request Form, you will have a space in the request form to list any artist preferences.
    • If there’s a specific artist that you think should instruct a class that you do not wish to host for an in-salon class, please send us your suggestions at [email protected].
  • How will I get information on what tools I need to bring to a class?
    • After you sign up for a class, our education specialists will email you if there are any tools, materials, or special instructions you need to know in preparation for a class.
  • How do I cancel a class or event ticket? Can I get a refund?
    • To cancel your ticket, reference the order number in your confirmation email and contact [email protected] or 1-866-766-6875.
    • For academies, including L’Oréal Professionel Soho, Redken Exchange, and Matrix:
      • You may choose to reschedule if you wish.
      • Refunds are available only for cancellations at least 30 days in advance.
      • YRefunds are issued as points or, if the order was partially paid with a card, as a credit card refund.
    • For in-salon artists:
      • Refunds are available only for cancellations at least 30 days in advance.
      • Refunds are issued as points or, if the order was partially paid with a card, as a credit card refund.
    • For Redken Pillar and certification classes:
      • No refunds are available after the class is confirmed.
    • For premium events and shows, including Matrix Destination, Redken Symposium, LP World Tour, Global Experience, and K Conservatory:
      • Registration may be transferred to another professional.
      • No refunds are available after you have redeemed your points for a ticket and received the order confirmation.
    • For third-party & SalonCentric (SC) classes:
      • All sales are final, non-refundable, and non-transferable.
  • Can I use my Points for travel and lodging for the class?
    • Your Points can only be redeemed for products and classes listed on the LEVEL Loyalty Rewards site. The only lodging currently listed on the site isThe Archer Hotel in New York City.
  • How do I invite colleagues to attend a class or event with me?
    • When you proceed to the signup process for a class, there will be an “Attendees” section where you can invite others to attend the class with you via email or via your contact list.
    • The exception to this process is in-salon classes, which automatically include up to 18 attendees within the class price. When you proceed to checkout, you can invite colleagues via the “Attendees” section just as you would for a normal class. If you create an attendee list of 19 or more people, an education specialist will reach out after checkout to discuss the details of pricing and logistics for additional attendees.
  • What does inviting a colleague to a class or event do?
    • Inviting a colleague to a class or event saves them a space in the event. If you provide their email during the event checkout process, a ticket will be emailed to them to enter the event. Otherwise, you’ll receive their ticket along with your own to distribute to them ahead of the event.
  • What happens if I want to host an in-salon event for 19 or more stylists?
    • If you want to host 19 or more stylists for an in-salon event, list all your potential attendees during checkout and an education specialist will reach out to you to discuss pricing and logistics for additional attendees. Depending on your space and the type of class being created, you might not be able to host every attendee you would like, but our team will work with you to accommodate as many as possible.

Managing Your Contacts

  • How do I update or delete a contact?
    • Within the​​ Contacts section of My Account, you can look at your list of contacts and select “Edit” or “Delete” to manage that individual contact.
  • How do I add, edit, or delete the contacts in a group?
    • You can manage the contacts in a group within the Contacts section of My Account. Just select the relevant group from the “Groups” drop-down and once you’re on that group’s page, select “Edit Group.”
    • You can also manage which groups any individual contact appears in from the main Contacts page, by clicking “Edit” next to the name.
  • Why do I need to add contacts? Is there a limit to how many I can have?
    • Adding contacts is a way to streamline the process of buying and giving your colleagues tickets to events and classes. There is no limit to the number of contacts you can have.
  • How does L’Oréal use the contacts I add?
    • L’Oréal uses the contacts you invite to events and classes to improve our ticketing and attendance tracking. We will never sell or distribute the contacts you add with us.
  • Can I transfer Points to a contact?
    • Not yet! As of now, Points can be gifted using the LEVEL member’s email here, but we’re hoping to add functionality to give Points directly to your contacts in the near future.

Using LEVEL Rewards

  • How can I redeem my Points?
    • For products, just add the items you want to your cart and proceed through checkout.
    • For classes, add one class at a time to your cart and proceed through the checkout process to finalize attendee details. During the payment phase, you’ll have the opportunity to pay completely or partially with Points.
    • To redeem Earned Education Credits, click the link from My Rewards to view the list of available classes. Make your selection and proceed to checkout to provide any relevant signup details about yourself.
    • To redeem Backbar Rewards, click the link from My Rewards to take you to the list of available products from the brand offering the reward. Make your selections and proceed to checkout. You will not be charged Points unless your order exceeds the Points available. If your order exceeds your Backbar Rewards balance, your LEVEL Points balance will be used to cover the additional costs. Note that you must use your entire Backbar Rewards balance in one order, like a coupon, and may not purchase Backbar Rewards and other products or classes in the same order.
  • How do I use my Backbar Rewards?
    • To place a Backbar Rewards order, click the link from My Rewards to take you to the list of available products. Make your selection and proceed to checkout. You will not be charged Points unless your order exceeds the Points available. If your order exceeds your Backbar Rewards balance, your LEVEL Points balance will be used to cover the additional costs. Note that you must use your entire Backbar Rewards balance in one order, like a coupon, and may not purchase Backbar Rewards and other products or classes in the same order.
  • How do I get Backbar Rewards Points?
    • Backbar Rewards are offered only for L’Oreal Professionnel and Pureology at this time. Criteria are listed below, and if you meet these requirements, your earned Backbar Rewards from each quarter will appear in the My Rewards section of your account at the beginning of the next quarter. You must use all of your Points in one order within that quarter. Any Points not used will not carry over or be available for future orders or future quarters.
  • What kinds of products are available with my Backbar Rewards?
    • Backbar Rewards include L’Oréal Professionel and Pureology shampoos, conditioners, hair treatments, and styling tools to use in your salon.
  • How do I get Earned Education Credits?
    • Earned Education Credits are awarded by each brand based on purchases made within that brand. Requirements and rewards are listed below. If you meet these requirements, your Earned Education Credits will appear in the My Rewards section of your account each year on November 1 to be used on education for the following year. You must use all of your Points before the next award period.
    Brand Spend Requirement Net New each tier
    Biolage
    Biolage $3,000 - $19,999 in Biolage +1 In-salon Class
    Black Tier and $20k + in Biolage +1 In-salon Class
    L'Oréal Professionnel $3,000 - $14,999 in L’Oréal Professionnel +1 Virtual Cluster Class Ticket
    $15,000 - $39,999 in L’Oréal Professionnel +1 Virtual Cluster Class Ticket
    $40,000 - $74,999 in L’Oréal Professionnel +1 Virtual Cluster Class Ticket
    Black Tier and $75K+ in L’Oréal Professionnel +1 Virtual Cluster Class Ticket
    Matrix $3,000 - $4,999 in Matrix +1 Livestreamed Master Class Ticket
    $5,000 - $14,999 in Matrix +1 Livestreamed Master Class Ticket
    
+1 In-salon Class
    $15,000 - $19,999 in Matrix +1 Livestreamed Master Class Ticket
    
+1 In-salon Class
    Black Tier and $20K+ in Matrix +1 Livestreamed Master Class Ticket
    Customer Education Plan (EEM needs ability to redeem education on behalf of the salon at no charge)
    Mizani $5,000 - $6,999 in Mizani +1 Virtual Class
    $7,000 - $19,999 in Mizani +1 In-salon Class (Artist Tier 1-2)
    $20K+ in Mizani +1 In-salon Class (Artist Tier 3-4)
    Black Tier in Mizani Customized Education Plan (EEM needs ability to redeem education on behalf of the salon at no charge)
    +12 Texpert Academy Tickets   
    Complimentary Virtual Business of Texture Program
    Pulp Riot $10,000 - $14,999 in Pulp Riot +1 In-salon Class
    $15,000 - $24,999 in Pulp Riot +1 In-salon Class
    $25,000 - $34,999 in Pulp Riot +1 In-salon Class (Artist Tier 3-4)
    Black Tier in Pulp Riot Customized Education Plan (4 classes):
    +1 In-salon Class
    +1 Digital Social Media Master Class Ticket
    Virtual Brand Coaching (Formulation & technical coaching sessions w/ Regional Artistic Director)
    +1 1-hour session per quarter
    +2 VIP Tickets to Pulp Riot Is My Jam at ProLab
    Pureology $5,000 - $14,999 in Pureology +1 Virtual Class Ticket
    $15,000 - $25,999 in Pureology +1 Virtual Class Ticket
    +1 In-salon Class (Artist Tier 1-2)
    Black Tier and $26,000 in Pureology +1 In-salon Class (Artist Tier 3-4)
    Black Tier in Pulp Riot Customized Education Plan (4 classes):
    +1 In-salon Class
    +1 Digital Social Media Master Class Ticket
    Virtual Brand Coaching (Formulation & technical coaching sessions w/ Regional Artistic Director)
    +1 1-hour session per quarter
    +2 VIP Tickets to Pulp Riot Is My Jam at ProLab
  • How do I use my Earned Education Credits?
    • Click on the link from My Rewards to view the list of available classes. Make your selection and proceed to checkout to provide any relevant signup details about yourself. You will not be charged Points, but note that you cannot check out for any products or non-Earned Education while redeeming your Earned Education Credits.
  • What kind of education can I get with my Earned Education Credits?
    • Earned Education Credits can be used on virtual, in-person, and in-salon classes, as well as brand-specific events. Earned Education classes will generally be focused on deepening your skills with the products or skills that the brand offering the credit specializes in.
  • I use a Post Office Box to get my mail; can I send my redemption orders there?
    • Orders are shipped via UPS or FedEx. These carriers do not deliver to PO Boxes, so please provide us with a physical shipping address for redemption orders. Note: Orders weighing over 30 lbs will be shipped via freight.
  • When can I expect my order to arrive after I redeem my Points?
    • Please allow 2-4 weeks for your orders to arrive. Items ship from various warehouses and may arrive in separate shipments at different times.
  • Can I upgrade my Earned Education to a different class or artist?
    • Not currently. Earned Education class offerings are decided by each brand and are not available for upgrade. If you have further questions about this, you can reach out to your distributor or brand education contact for more details.
  • Can I get Points returned to me if I don’t use my Earned Education Credits?
    • No, Earned Education Credits are awarded in addition to LEVEL Points and can only be used on Earned Education classes.
  • How do I transfer Points to another member?
    • Yes! You can gift any Points you have to a LEVEL member by entering their email and the number of Points here.
    • Note: Members can only give Points once every 60 days, and gifted Points will expire after 60 days, so be sure they are used promptly.
  • Can I transfer Points to a contact?
    • Not yet! As of now, Points can be gifted using the LEVEL member’s email here, but we’re hoping to add functionality to give Points directly to your contacts in the near future.
  • What happens to my gifted Points if a class is cancelled or merchandise is out of stock?
    • The gifted Points will remain with the member that you gave them to. They will have 60 days to use the Points before they expire.

Earning Points and Levels

  • What are the earning levels and how can I earn Points?
    • We offer 6 levels within the program: Bronze, Silver, Gold, Platinum, Cobalt, plus an invite only, Black level for our most elite salons. IMAGE
    • Upon enrollment, you will start at the Bronze level. As you purchase eligible brands from participating distributors, you’ll automatically earn rewards. Once you meet the next level’s purchase criteria, we will automatically upgrade you to the next level (with the exception of the Black level).
    • If you’re interested in the Black level for a brand, please visit the brand’s website or contact your sales consultant and/or Member Services.
  • How soon do I begin earning Points once I’ve enrolled in the program?
    You will begin earning Points as soon as your membership is completed with all required information: email address, salon address, and distributor account(s). If all required information is entered at time of enrollment, you will be enrolled that same day and start earning Points immediately. You will also receive Points for the purchases you made 30 days prior to enrollment (expect to see these Points posted up to one month after enrollment).
  • How much do I have to spend before I start earning Points?
    You will begin earning Points on all purchases once you successfully enroll in the program.
  • How long do I stay in a level?
    • You will stay at your highest earned level for the remainder of the year earned and through December 31 of the following year, at which point your actual spend will be evaluated and you will be placed into the appropriate tier for the following year
    • For example, if you signed up in May 2024, were automatically enrolled into Bronze, then spent $5,000 during 2024, you would be upgraded to Silver for the rest of 2023 and through 12/31/2025. If you didn’t spend $5,000 in 2024, you would be moved back down to Bronze starting Jan 1, 2026.
  • Once I buy enough, do you automatically move me to the next higher level?
    • Yes, we will automatically move you to the next level once the purchase requirement is met. See the chart below for the purchase thresholds. IMAGE
  • Once I move to the next level, when do I start earning more Points per dollar?
    • You start earning more Points per dollar immediately upon being moved up a LEVEL Loyalty Rewards tier.
  • How often are Points issued?
    • For purchases made from SalonCentric, State Beauty Supply, RDA Pro Mart Distributors, Kératase, and Shu Uemura Art of Har, Points will be posted to your account in one to two days.
    • For purchases made from other distributors, Points will be posted approximately 30 days after the purchase date.
  • I buy from multiple distributors—can all distributors’ purchases be applied to get Points?
    • Yes, you can add multiple distributor accounts here as long as they all participate in the LEVEL program. We encourage you to add all eligible distributor account numbers so we can capture all your eligible purchases and issue Points accordingly.
    • The following distributors participate in LEVEL: SalonCentric, Kérastase, Shu Uemura Art of Hair, State Beauty Supply, RDA Pro Mart, A&A Beauty Supply, Island Beauty, Aurora Beauty, Cosmoprof / Beauty Systems Group, and Armstrong McCall.
  • Where can I view my level progress and Points balances?
    • You can view your Points balances and tier progress on your member profile here.
  • When do my Points expire?
    • Points expire 12 months after they are issued, on the last day of each month. Example: If you made a purchase on May 15, 2024, those Points would expire on May 31, 2025. Click here to view your Points’ expiration schedule.
  • I am not seeing Points that I know I am due reflected in my account. What do I do?
    • Please contact us via email at [email protected] or via phone at 1-866-766-6875. We recommend checking that each of your distributor numbers are listed on your account prior to contacting Member Services.
  • I returned some items that I purchased from my distributor that I no longer needed. How will that affect my Points accumulation or LEVEL Loyalty Rewards status?
    • Points will be deducted from your LEVEL account for all returned items and will not count towards your LEVEL tier status calculated at the end of the year.
    • Any items returned to SalonCentric, Kérastase, Shu Uemura Art of Hair, State Beauty Supply, and RDA Pro Mart will be reflected in your account the next day.
    • Items returned to our other distributors will be reflected 30 days from return.

Joining LEVEL

  • What is the LEVEL Loyalty Rewards program?
    • LEVEL Loyalty Rewards is a loyalty program for licensed cosmetologists that purchase any combination of: Redken, Matrix, Biolage, L’Oréal Professionnel, Kérastase, Shu Uemura Art of Hair, Pureology, Pulp Riot, and Mizani. Upon successful enrollment, members will receive Points on purchases of the above brands that can be redeemed for education, backbar, salon accessories, professional tools, electronics and more.
    • Please click here to visit LEVEL Rewards Terms for additional program details.
  • What are the benefits of being a member?
    • You will receive Points for all purchases of qualifying brands—the more you buy, the more you earn. You will also receive bonus samples in your loyalty orders, and have access to exclusive promotions.
  • What is in the LEVEL Rewards catalog? Where can I find the catalog?
    • You can browse the catalog at LevelLoyaltyRewards.com choose from education, backbar supplies, samples, salon accessories, and professional tools.
  • How much does it cost to join?
    • LEVEL Loyalty Rewards is a completely free program. You will start earning Points as soon as you make a purchase from a qualifying brand through your distributor.
  • Who is eligible to join?
    • Salon owners and/or managers, booth renters, commissioned stylists, barbers, estheticians, nail techs/manicurists, cosmetology schools, cosmetology students, and regional chains located in the 50 United States and Washington, D.C. are eligible for LEVEL Loyalty Rewards. If you are located outside of this region, please contact your local distributor to inquire about a local program.
  • How do I enroll?
    • Click here to enroll online. Your distributor’s sales consultant or store associate can also help. The following information is required to successfully enroll in LEVEL Loyalty Rewards: salon name, your name, your email address, salon address, salon phone number, distributor name(s), and your distributor account number(s). Please make sure you have all this information ready before beginning the enrollment process.
  • How soon do I begin earning Points once I’ve enrolled in the program
    • You will begin earning Points as soon as your membership is completed with all required information: email address, salon address, and distributor account(s). If all required information is entered at time of enrollment, you will be enrolled that same day and start earning Points immediately. You will also receive Points for the purchases you made 30 days prior to enrollment (expect to see these Points posted up to one month after enrollment).
  • I buy from multiple distributors—can all distributors’ purchases be applied to get Points?
    • Yes, you can add multiple distributor accounts here as long as they all participate in the LEVEL program. We encourage you to add all eligible distributor account numbers so we can capture all your eligible purchases and issue Points accordingly.
  • How soon do I begin earning Points once I’ve enrolled in the program
    • You will begin earning Points as soon as your membership is completed with all required information: email address, salon address, and distributor account(s). If all required information is entered at time of enrollment, you will be enrolled that same day and start earning Points immediately. You will also receive Points for the purchases you made 30 days prior to enrollment (expect to see these Points posted up to one month after enrollment).
    • The following distributors participate in LEVEL: SalonCentric, Kérastase, Shu Uemura Art of Hair, State Beauty Supply, RDA Pro Mart, A&A Beauty Supply, Island Beauty, Aurora Beauty, Cosmoprof / Beauty Systems Group, and Armstrong McCall.
  • How do I find my distributor and their distributor number?
    • Your distributor representative is the best resource for you to confirm this information, but you can also check your distributor app, any recent receipt or invoice, or call your local distributor store.
  • Can more than one location share a single account?
    • Yes, if you own more than one location, you may combine them into one reward membership. After you’ve submitted your initial enrollment information, please contact customer service at [email protected], or (886) 766-6875.
  • I’m a cosmetology student and don’t have my license yet; am I eligible?
    • Yes, students are eligible for the program. Please note, a valid distributor account number is needed in order to complete LEVEL registration.

Frequently Asked Questions

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Customer Service FAQs
About Classes and Events
Returns & Exchanges
Redeeming Points for Education
Managing Your Contacts
Using LEVEL Rewards
Earning Points and Levels
Managing Your Account
Joining LEVEL