Frequently Asked Questions

Check below to see if we have the answer to your question.

Shopping

QUESTION
Finding Products
ANSWER
If you know which Shu Uemura products you're looking for, you've got many ways to find them on our website:

- Search by keyword
- Search by category of product

If you're not sure which product suits you best, or just want to browse, check out Must Have for inspiration...

QUESTION
Searching by Keyword
ANSWER
Easy! Just type in the keyword you're looking for and hit Go… We'll list all the matching results for you to consult.
 
QUESTION
What's new at Shu Uemura?
ANSWER
After the latest product releases from Shu Uemura?

Discover with all our great new Shu Uemura products in the Must Have category

QUESTION
Gift Ideas
ANSWER
Looking for a great gift? Shu Uemura's Gift Ideas category can help!

We've selected exclusive Shu Uemura Gift Sets to give you some ideas, or you can choose from Shu Uemura's extensive range of products.

QUESTION
Find A Store
ANSWER
Find a Shu Uemura boutique or retailer near you by clicking on "Store Locator" at the top of the page.
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Ordering

QUESTION
How To Pay
ANSWER
We accept Master Card, Visa and American Express. We also accept International credit cards. Shu Uemura's website is encrypted and protected by Norton, guaranteeing that your details stay secure and private. Just the way they should be…
 
QUESTION
Shipping Confirmation
ANSWER
When you check out, we will send you an email to confirm your order.

Once your order has shipped, we'll send you another email to confirm shipment. The shipping tracking information will be included in this email so you can check the status of your order whenever you like.

If you have further questions about your order status, please contact us by email or by calling 1-866-836-8728 (Monday to Friday 9:00 am to 5:00 pm Eastern time).
QUESTION
Promotion Codes
ANSWER
If you have a promotion code, just enter the code in the first Checkout page. Please note that you can only use one promotion code per order.
QUESTION
Sales Tax
ANSWER
Shu Uemura is required by law to charge sales tax on orders shipped to all Canadian provinces.
QUESTION
Order History
ANSWER
What did I buy?

When you become an shu Uemura membership Member, you can access your previous purchases on www.shu Uemura.ca using 'My Order History' and check out the details of the products you bought in each order.

QUESTION
Order Processing
ANSWER
Orders will be processed within 1-2 business days.
Orders received by 8:00 am EST will be processed the same day.
Orders received after 8:00 am EST will be processed on the next business day.
Orders will be shipped Monday-Friday, excluding federal holidays within Canada.
Packages do not require a signature upon delivery.
QUESTION
How can I cancel or change my order?
ANSWER
Orders submitted on our website process and ship very quickly; regrettably, we cannot cancel or modify orders. We are sorry for any inconvenience this may cause.
QUESTION
PO Box
ANSWER
Products can now be shipped to a APO/FPO or P.O. Box address.
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Shipping

QUESTION
Tracking Your Order
ANSWER
Once your order has been prepared and shipped, you will receive a shipping confirmation by email. To track your order, please use the tracking number included in your shipping confirmation email. If you have questions about your order, please call us at 1-866-836-8728 (Monday to Friday 9:00 am to 5:00 pm Eastern time) or email us and we will be happy to assist you.
QUESTION
Hazardous Materials & Shipping Restrictions
ANSWER
Please note that due to Air Safety regulations, we cannot ship orders containing Hazardous Materials (sprays-alcohol) through the express or priority service. Orders containing hazardous materials will be shipped through Expedited Parcel service.
Take note that some remote areas can only be delivered by air. For these regions we will unfortunately be unable to ship orders containing Hazardous Materials (sprays-alcohol). Thank you for your understanding.
QUESTION
Returns And Exchanges
ANSWER
If you are not completely satisfied with your shu uemura purchase we will be happy to accept a return within 30 days of delivery. Returns are not permitted after the allowable return period.
Please follow these steps:

UNOPENED AND UNUSED
1. Pack the items along with a copy of your invoice.
2. Returns must be prepaid; please note return shipping fees are not refundable. We suggest you return via Canada Post.
Please return to:
Postal box 1266
Montreal, Quebec
H4L 4X1
The refund will be issued within 15 days of receiving your parcel. You will receive an email once the refund is completed.

OPENED OR USED
Please contact 1-866-836-8728 (menu option 2) Monday to Friday from 9AM to 5PM EST, or email dgcontactshuuemura@info-ccc.com it will be our pleasure to indicate how to proceed.
QUESTION
Problems with an order?
ANSWER
Any problems?

 

Just contact us directly by email or call us on 1-866-836-8728 (Monday to Friday 9:00 am to 5:00 pm Eastern time).
QUESTION
Shipping Costs
ANSWER

Shipping Methods

Canada Post

Expedited

Xpresspost

Priority

Delivery Time

2 – 5 business days

1 – 4 business days

1 – 2 business days

Cost

$7.95

$9.95

$14.95

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shu uemura membership

QUESTION
Member Benefits
ANSWER
shu uemura membership offers a vast range of benefits, including:

- Save your favorite products in a Wish List
- Create ‘Your Profile’ for a quick check-out!
- Receive info on new products
- Receive shu uemura emailings for special offers

Join today!
QUESTION
How do I join shu uemura membership
ANSWER
It's so easy!

It only takes a couple of clicks to become a shu uemura membership Member. Just enter your details in the required fields, confirm, and that's it! You're a Member!

Why not join now and start enjoying the benefits of shu uemura membership right away?
QUESTION
Forgot your password?
ANSWER
Forgot your password?

 

Please enter your email address and we'll send your password by email. Just check your inbox to get your reminder.
QUESTION
Edit My Account
ANSWER
Times change... so do your details!

 

Moving? New email address? Just use Edit My Account to fill in your new details, hit confirm and we'll update our records.
QUESTION
My Wish List
ANSWER
Keep track of your favorite shu uemura products!

When you become a shu uemura membership you can save a Wish List of your favorite products to come back and consult anytime.

Just sign in as a Member and use My Wish List to access your personal favorites. To reorder products from your list, click on Add to Cart and continue to Checkout.
QUESTION
My Order History
ANSWER
What did I buy?

When you become a shu uemura membership, you can access your previous purchases on www.shuuemura.ca using My Order History and check out the details of the products you bought in each order.

To re-order the same products, just click on Add to Bag and continue to checkout.
QUESTION
My Skin Diagnostic Results
ANSWER
Don't lose your Skin Diagnostic results - when you become a shu uemura member, you can save the results of all the Diagnostics that you've completed. Your Account page gives you access to the results of the Diagnostics you have previously consulted.
QUESTION
Unsubscribe From e-mails
ANSWER
If you don't want to receive any more emails from shuuemura with details of our exclusive offers and selected promotions, just go to the page Edit my profile >> and opt out to for receiving emails from shuuemura.
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